Cardiac Investigations Clinic Co-Ordinator in London

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Cardiac Investigations Clinic Co-Ordinator

Cardiac Investigations Clinic Co-Ordinator in London

London Full-Time No working from home possible

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Employer St George's University Hospitals NHS Foundation Trust Employer type NHS Site St George's University Hospital Town London Salary £31,554 - £33,270 p.a. pro rata inclusive of HCAS (Inner) Salary period Yearly Closing 02/10/ :00

Cardiac Investigations Clinic Co-Ordinator

Band 3

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 elevate to the Management team as appropriate

Working for our organisation

St George’s University Hospitals NHS Foundation Trust provide services from two main hospitals, St George’s Hospital and Queen Mary’s Hospital, and two health centres, St Johns Therapy Centre, and The Nelson Centre.

With over 9,000 dedicated staff caring for patients around the clock, we are the largest healthcare provider in southwest London.

Our main site, St George’s Hospital in Tooting – one of the country’s principal teaching hospitals – is shared with St George’s, University of London, which trains medical students and carries out advanced medical research. St George’s Hospital also hosts the St George’s, University of London and Kingston University Faculty of Health and Social Care Sciences, which is responsible for training a wide range of healthcare professionals from across the region.

As well as acute hospital services, we provide a wide variety of specialist care and a full range of community services to patients of all ages following integration with Community Services Wandsworth in 2010.

St George’s University Hospitals NHS Foundation Trust serves a population of 1.3 million across southwest London. A large number of services, such as cardiothoracic medicine and surgery, neurosciences and renal transplantation, also cover significant populations from Surrey and Sussex, totalling around 3.5 million people.

St George’s University Hospitals NHS Foundation Trust serves a wide range of patients from a larger catchment area in southeast England for specialties such as complex pelvic trauma.

Detailed job description and main responsibilities

Cardiac Investigations Administrator

Job Description

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:

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:

1. 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

2. 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 elevate 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.

3. 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 elevate 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 elevate 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 the 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.

4. 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 per Filler ???

To ensure all equipment services ...

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

…

Person specification

Qualifications and Training

Good general education with evidence of literacy, numeracy, and IT competence (e.g., GCSEs or equivalent)
Educated to Diploma or Degree level

Experience

Experience coordinating or managing appointment diaries or service lists.
Experience handling patient/customer queries and managing calls professionally
Experience working across teams or departments to coordinate services
Experience working independently, using initiative and escalating when appropriate
NHS experience
Experience supporting service improvement (e.g., audits, project input, pathway reviews)

Skills

Proficient use of MS Office (particularly Word, Excel)
Ability to manage workload, meet deadlines, and stay organised under pressure
Ability to support meetings or admin tasks such as collating data or producing reports
Must be able to look at referrals and follow validations rules to determine breaching waiting times

Knowledge

Understanding of patient confidentiality and data protection
Familiarity with NHS systems (PAS, EPR, Soliton, iClip, PACS) or equivalent
Awareness of NHS access targets (e.g. RTT, cancer pathways, DM01)
Awareness of patient pathways and coordination needs in a hospital or community setting

Employer certification / accreditation badges

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.

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