Clinical Office Coordinator, Gastroenterology

Job overview

An exciting opportunity has arisen for Clinical Office Co-coordinator to join our busy Gastroenterology Team at Ashford and St Peter’s Hospitals. The post includes general office duties, whilst closely working alongside your Consultants and their teams to provide an excellent administrative service to our patients.

Clinics and patients will need to be carefully managed, administration skills are required, along with an excellent telephone manner. The successful candidate will be an enthusiastic and highly motivated team player, who shows flexibility and a careful attention to detail.

You will be required to use a number of systems including Surrey Safe Care (Cerner), Evolve and Dictate I.T. Previous experience of these systems is desirable, but not essential, as training will be provided.

Main duties of the job

The Clinical Office Administrative Co-ordinator will provide:

A comprehensive administrative service to the clinical office and clinical staff.

Organise their workload with the Consultants and Teams, coordinating with other Clinical Office Administrative Co-ordinators to ensure that an efficient service is provided.

Act as an essential point of contact for patients and work closely with clinicians, specialist nurses, and other specialities.

To work with all members of the Patient Pathway Team to ensure that pathways are actively managed and any clinic/theatre bookings are made in line with the Trust’s Access Policy.

Exercise initiative and carry out their duties in such a way as to make a direct and positive contribution to the organisation of the work.

It is expected that Clinical Office Administrative Co-ordinators are fully able to fulfil the role of the Clinical Office Administrator.

Detailed job description and main responsibilities

Using FDP on a daily basis, liaise with the Patient Pathway Team across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway. This may include highlighting patient target dates to ensure that investigations/diagnostics are carried out and results received in a timely manner.

To liaise with the Appointments Centre regarding outpatient clinic bookings as necessary and ensure patient follow up appointments are booked as soon as results are known and are available for clinic appointment.

Monitor patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms) in conjunction with Patient Pathway Team.

To highlight any potential breaches or delays in the patient’s pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trust’s escalation policy.

To liaise directly with patients to book, cancel, and rebook any outpatient appointments.

To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients follow-up appointments.

Responsible for checking all clinic letters are completed accurately and outcomes actioned and recorded on Surrey Safe Care (Cerner).

Monitor overbooking of clinics and arrange additional clinics to meet 18 week and cancer targets in conjunction with clinicians and Service Managers.

Manage changes in clinic templates as directed by the Service Manager..

Attend regular team meetings arranged by Team Leader.

Deal with patient queries effectively by telephone, letter, and email.

Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.

Provide a fast and accurate clinical correspondence secretarial/admin. service with proficient use of appropriate software and systems to meet the required Trust’s standard of work. As appropriate, prepare straightforward replies and requests for consultant teams.

To use new working systems within the Clinical Office to promote an efficient service, ie the outsourced transcription service, e-correspondence to PCT GP practices, electronically developed storage and print, systems, discharge summary systems, and the storage of appropriate information electronically on shared drives.

Using various systems such as Surrey Safe Care (Cerner), and Evolve (Electronic Medical Records) to help manage the 18 week patient pathway. Ensure changes notified by patients are added accurately and immediately, in accordance with required Trust standards of work.

Provides first point of contact for written and telephone queries on behalf of consultants and teams, using judgement to establish validity and priority of the contact.

Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.

Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate.

Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.

Co-ordination and support of clinics as required.

Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.

Responsible for ensuring that all commitments (including those held at other trusts/organisations) are reduced/cancelled when necessary adhering to relevant procedures, notifying managers and other Consultants within the department of any planned leave for the Consultants.

Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.

Undertake all mandatory training as required by the Trust.

Any other duties appropriate to the role and grade and to support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.

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.