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Detailed job description and main responsibilities

• Communicate professionally and effectively with patients/parents/carers, the general public and all internal and external agencies both verbally and non-verbally in a timely manner.
• Take complex messages and telephone calls from staff, patients, and relatives. Liaise with internal and external departments or organisations and deal with their enquiries, referring on where required.
• Ensure diplomacy, empathy and confidentiality when dealing with distressed patients/parents/carers.
• Liaise with clinical and non-clinical staff to resolve any issues that may arise, to the mutual benefit of all concerned. Meet and greet external visitors to the department in a professional and polite manner.
• Attend and contribute to departmental meetings, team briefs etc.
• Work flexibly to ensure the needs of the service are met at all times. · Assist the management team in addressing any complaints within the agreed timescales which may have been received.
• Exercise judgement and initiative in order to manage the workload effectively and efficiently, taking appropriate action to resolve any issues, liaising with appropriate personnel and seeking guidance from the Operational Manager when required.
• Support Clinicians in identifying how data can be captured and managed securely in line with the Information Governance and Data Quality Policies.
• Undertake a key role in ensuring the delivery of a high quality patient pathway by working closely with clinical teams to meet national and locally agreed targets for both in-patient and out-patient episodes by monitoring clinic templates, waiting lists and working closely with the management team to address any issues.
• Compiling the MDT Agenda (from list on database),
• Attending MDT and give support as required with Video Conference / IT issues.
• Document receipt of new referrals, register on databases, track external data required, list on PCR tracking spreadsheet sheet and arrange for preliminary clinical review discussion once obtaining the relevant referral data.
• Plan Preliminary Clinical Review meeting and ensure all documentation available is to hand. Preparing papers.
• Attending PCR meeting, basic note taking of actions planned. Disseminating actions to team and adding to National CESS database – Orion.
• Monitoring external data requests and following up on regular basis, passing to team securely once received and updating databases. Liaising with external site coordinators as required
• Requesting OPAs are made by relevant departments.
• Arrange the Joint and Nurse Led Clinics alongside the clinicians and Neurology PAs.
• Diary management and the arrangement of meetings, re-arranging where required.
• Become fully conversant and continually update knowledge of electronic systems both at AHCH and RMCH.
• Receive and maintain records, letters, scans and investigation results ensuring these are managed in line with the departmental protocols scanning into EPR, patient folder and Image Now.
• Data entry and retrieval from local databases/core clinical systems.
• Receive all visitors and staff with a professional and courteous manner, assisting with queries, directions and support as required.
• Arranging meeting with both internal and external centres, diary management, room booking or electroinc invites
• Retrieval of info from Hospital systems and sending to co-ordinator and rest of team as requested e.g. results, letters, demographics.
• Compiling contact lists both internal and external and keeping up to date.
• Inputting into National CESS database – Orion – PCR New referral Meeting decisions, MDT Minutes and MR Reports.
• To support the coordinator in their daily role ensuring priorities are identified and dealt with and problems are resolved in a timely manner.
• Ad hoc admin duties as and when required and agreed with your line manager.
• Adapt a flexible attitude to meet the needs of the service, taking into consideration each department’s unique specialty and the subsequent requirements of such specialist services.
• Proactively manage telephone calls, many may be of a sensitive nature from patients/parents/carers or from other healthcare professions, all of which require a high level of patient confidentiality and sensitivity.
• Responsibility for providing accurate, up to date, non-clinical advice relating to queries into the department.