Getting It Right First Time



Failsafe officer job description and person specification (Band 3) (With thanks to Imperial College Healthcare NHS Trust)JOB DESCRIPTIONTITLE OF POST: Failsafe Officer SALARY BAND: 3 LOCATION: RESPONSIBLE TO: Speciality Support Manager PROFESSIONALLY ACCOUNTABLE TO: General ManagerAIM OF THE ROLE: Provide a comprehensive and quality administration service to the designated department of ophthalmology. The main focus of the role is to provide clinic and patient management for allocated clinics as appropriate. The role should provide support to management and multidisciplinary teams, including Consultants in managing this cohort of patients and clinics.KEY WORKING RELATIONSHIPS: Medical staff, Medical records, Appointments Offices, Patients, carers and visitors Nursing staff Consultants Management External agencies/ organisations.KEY RESULT AREAS: Ensuring clinics are booked appropriately and are managed to a high standard Establishing, maintaining and monitoring excellent office and information systems directly related to this area and within the hospital Ensuring quality and customer care standards are met where relevant Contribution to positive patient experiences.MAIN TASKS AND RESPONSIBILITIES:1. Failsafe duties1.1 Provide failsafe support for allocated clinics. Ensuring clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary – respecting and auditing the impact of delays on individuals (see 1.2).1.2 Ensuring patient pathways run smoothly within the specified area and sharing and escalating concerns to ensure that patients are not delayed beyond their clinically determined safe time (latest clinically appropriate date or LCAD) either through delays in providing appointments or cancellations or are lost to follow up.1.3 To act as a point of contact for all patients under this pathway and provide excellent customer service at all times.1.4 Act as a point of escalation to senior and direct line management if any concerns arise regarding clinic capacity or patients.2. Communication2.1 Provide updates and reports for patients within this area where necessary for both internal and external stakeholders.2.2 Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with the clinical division and Trust policy.2.3 Provide basic information to patients / visitors / carers, such as providing directions to other areas of the hospital / daily waiting times.2.4 Provide a method of direct contact regarding information regarding waiting times and possible delays to patients / carers who are receiving care or awaiting appointments within the unit.2.5 Provide empathetic verbal support for patients / carers via face-to-face contact and over the phone.2.6 Handle sensitive issues with tact and diplomacy.3. Information Systems3.1 Use hospital information systems to register patients, book appointments and carry out any other tasks associated with the system.3.2 Send out non-attendance letters promptly.3.3 Create clear, concise notes when updating the patient’s appointments – recognising and reporting on the LCAD process.4. Quality and customer care4.1 Ensure all enquires to the department are dealt with politely, courteously, promptly and professionally.4.2 Auditing of Trust quality standards as requested and with regards to any part of the service which may be necessary.4.4 Support QI initiative to develop and improve the service5. Other duties5.1 Assist in producing ad hoc reports and in project work5.2 Undertake any other duties requested as appropriate to the banding.6. General Responsibilities6.1 Use initiative and work without direct supervision, as well as use relevant information technology to facilitate the performance of tasks.6.2 Participate in annual appraisals and performance reviews. Identify personal development needs.6.3 Attend training and development as required.6.4 Help provide cover for the other departmental administrators during busy periods, sickness and annual leave and where there is an imbalance of workload.6.5 Act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.6.6 Understand and adhere to all Trust policies, guidelines and procedures.6.7 Support the Trust in providing the best experience possible for each of our patients.6.8 Maintain confidentiality in respect of information obtained at all times.PERSON SPECIFICATION: Attribute/skillEssential Desirable Method to test Education A-Levels or equivalent knowledgeOphthalmology terminology, understanding of pathwayApplication form/CVSkills/abilities Clear & effective communication skills. Organisational skills/ability to petent use of IT systems – Excel, Word & databaseService sector work (preferably hospital).CernerMedisoftSystemOneApplication form/CVExperience Administrative experienceFiling techniquesBasic IT literacyPrevious experience in an NHS institution.Application form/CVCommunication skills Clear and effective communication skillsTeam playerExcellent interpersonal skillNVQ II Customer Care or equivalentApplication form/CVPhysical qualitiesSufficient to fulfil the duties of the post with any reasonable adjustmentsAssessment/InterviewValuesDemonstrable ability to meet Trust valuesAssessment/Interview ................
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