Cardiac Investigations Clinic Co-Ordinator

Job overview

This job is based in Cardiac Investigations and is a key support for the delivery of the cardiology follow-up service.The post-holder will provide a wide range of secretarial, clerical, and administrative support services and will be expected to be able to act on their own initiative in many areas.

The post-holder will work as part of the multi-disciplinary team and have responsibility for providing a high quality administrative and clerical service.

A significant part of this role is to be able to communicate effectively with both hospital personnel and patients.

Main duties of the job

• To provide excellent customer care, to be polite, courteous and provide timely, relevant advice and assistance to patients
• Responsible for the registering of referrals, ensuring their triage, booking of appropriate new and follow up appointments, building additional clinics if needed.
• To be responsible for the timely cancellation of clinics and where required co-ordinating the arrangements for replacement and ad hoc clinics.
• To problem solve and serve as a team leader providing support to the rest of the team.
• To act in such a manner as to maintain and protect patient confidentiality at all times
• To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
• To ensure that the Trust’s iclip/ Soliton data is correct and up to date, in accordance with the Trust’s Data Quality Procedures.
• To identify urgent queries and escalate to the Management team as appropriate

Detailed job description and main responsibilities

Cardiac Investigations Administrator

Job Title: Cardiac Investigations Clinic Co-Ordinator

Band: 3

Hours of Work (p/w): 37.5 hours

Service Centre/Directorate: Cardiac Investigations

Base: St George’s Hospital / St. George’s University of London as appropriate (but the post holder may be required to work at any of the Trust’s sites).

Accountable to: Service Manager

Reports to: Assistant Service Manager

Key working relationships:

Cardiac Investigations admin team

Cardiac Investigations physiologists’ team

Consultants and other medical staff

Outpatient staff team (admin and nursing)

Patients and the public

Health Records Service staff

Role of the department:

This job is based in Cardiac Investigations and is a key support for the delivery of the cardiology follow-up service. The post-holder will provide a wide range of secretarial, clerical, and administrative support services and will be expected to be able to act on their own initiative in many areas. A significant part of this role is to be able to communicate effectively with both hospital personnel and patients.

Job Summary:

The cardiac investigations administrative role is essential to the smooth running of the Cardiac Investigations service. The post-holder will work as part of the multi-disciplinary team and have responsibility for providing a high quality administrative and clerical service.

The post-holder will be responsible for the registering of referrals, ensuring their triage, booking of appropriate new and follow up appointments, answering our busy phone line.

The post-holder will also be responsible to work alongside the Assistant service manager to ensure staff are being supported with work an

The post – holder will be ensuring that all cardiac investigations tests/DNAs are monitored and dealt with according to the Trust Policy on DNAs.

The post-holder will also be responsible for the timely cancellation of clinics and where required co-ordinating the arrangements for replacement and ad hoc clinics.

The post -holder will also be responsible for the maintenance of the Cardiac investigations’ rooms (reporting IT issues or estate faults/ repairs).

Main Duties/Key Results Areas:

• Communication
• To provide excellent customer care, to be polite, courteous and provide timely, relevant advice and assistance to patients.
• To answer telephones in accordance with departmental standards and that all enquiries are dealt with in an efficient and courteous manner, including referrals to other departments as appropriate.
• To record any messages clearly and accurately and deliver them promptly
• To provide telephone advice and assistance to patients regarding general administrative matters concerning their visit to hospital or their cardiac device.
• To ensure the telephone is covered during normal working hours to deal with patient queries.
• To act in such a manner as to maintain and protect patient confidentiality at all times.
• To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
• To receive calls from and make appointments for new and follow up patients who have not attended for their cardiac device appointments
• To ensure the reception desk is covered at appropriate times.
• To communicate well with the rest of the administrative team and work together to resolve staffing or urgent issues
• To monitor and respond to email queries from patients and wider hospital staff on the generic email inbox
• To communicate with external hospitals to receive and send cardiac device information
• Quality
• To adhere to national and Trust waiting time targets, ensuring that patients are appointed within the correct timescales (as directed).
• To complete missing data reports and relevant statistical information returns within the given timescale.
• To ensure that all referrals are processed appropriately. This will include, date stamping on opening, scanning and uploading, registering all letters
• To register new patients and update patient’s data as required to ensure all databases are maintained as accurate information sources
• To escalate any patients outstanding to the Management Team in line with Trust policy
• To track relevant case note movements on the Case Note Tracking (CNT) system if needed adhoc.
• Administration
• To ensure that the Trust’s iclip/ Soliton data is correct and up to date, in accordance with the Trust’s Data Quality Procedures.
• To ensure the day to day management of the team
• To register patients and scan documents on Soliton
• To identify urgent queries and escalate to the Management team as appropriate
• To record patient’s attendance, outcome
• To book follow-up appointments as requested, negotiating a suitable date with the patient and physiology team. Inform the patient of the need to inform the Department as soon as possible if they are unable to attend and escalate cancellations to physiology team.
• For patients who did not attend (DNA) follow up with line manager for their decision on future care/arrangements, in accordance service’s DNA policy.
• To answer and respond to all telephone queries from the public regarding appointment cancellations and redirect them as necessary.
• To retrieve messages from answer phone and emails from patients advising of a cancelled/confirmed appointment.
• To monitor cardiac investigations appointment capacity on a daily basis and appoint patients in available slots, ensuring clinic efficiency.
• Implement appointment changes and cancellations at the patient’s request, adhering to physiology request, local clinic procedures and follow up this action with a confirmation letter
• To arrange and advise patients of rescheduled appointment times if requested.
• To fill vacated appointment slots by reviewing clinic wait lists and contacting patients to arrange appointments at short notice, liaising with medical staff and clinic co-ordinators as necessary.
• To amend existing clinics and set up new clinics in line with physiology management team and Directorate Policy.
• To be responsible for cancelling and reducing clinics as and when directed by Line Manager and physiology management team in line with Directorate Policy.
• Planning and Organisational Skills
• To take the initiative to problem solve and exhaust all possible avenues before approaching the line
• Where appointments are made at short notice to ensure that clinic staff informed, and any results required are available.
• To arrange interpreting services for patients as and when required by Line Manager.
• To organise support services, e.g., interpreters, transport, portering as and when
• required by Line Manager or when appropriate.
• To ensure all clinics are managed effectively, to ensure vacant slots are filled. When cancellations/changes of appointments are made – to ensure that interpreters, transport are changed accordingly, as appropriate.
• Resources
• To ensure all relevant patient data, using IT and manual systems is recorded in accordance with Trust policy.
• To be responsible for creation of hospital numbers and patient encounters
• To ensure daily that all equipment including PCs and printers are in a working order. In the event when something is not working, it must be raised with the appropriate parties.
• Knowledge, Training and Experience
• To participate in the orientation and training of new and temporary staff as required.
• To undertake training relevant to the effective performance of the role, including refresher/update training as required.
• General
• To cover in times of absence, colleagues and other Cardiac Investigations Departments as directed by the Line Manager, including department specific duties
• To participate in projects, reviews and work schemes as directed by the Line Manager.
• To participate in and comply with the Trust’s Performance Review System.
• To photocopy documents for the department as required.
• To undertake any other duties, appropriate to the grade as requested by senior staff in
• the department and adapt to any changes that are implemented to improve the service we provide.
• To contribute to achieving the NHS Plan & Trust and departmental objectives
• To wear a clearly visible Trust Identity Badge in the workplace at all times.
• Other

The following responsibilities are common to all posts in the Trust and should be included at some point in the job description.

• To work at all times as part of the service delivery team.
• To ensure confidentiality at all times, only releasing confidential information obtained
• during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act and its amendments.
• To promote at all times equality of opportunities for staff and patients in accordance with
• St George’s Healthcare policies, to ensure that no person receives less favourable treatment than another on the grounds of sex, marital status, race, religion, creed, colour, nationality, ethnic or national origin, sexual orientation or disability, with due regard to the promotion of diversity in the workplace. The potholder is required to be trained in and display fair employment practice and equality of opportunity.

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Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.