Job description

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. 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. To act as a point of contact for all patients under this pathway and provide excellent customer service at all times.

Act as a point of escalation to senior and direct line management if any concerns arise regarding clinic capacity or patients. Provide updates and reports for patients within this area where necessary for both internal and external stakeholders. 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. Provide basic information to patients / visitors / carers, such as providing directions to other areas of the hospital / daily waiting times.

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. Provide empathetic verbal support for patients / carers via face-to-face contact and over the phone. Handle sensitive issues with tact and diplomacy. Personal Responsibilities: Ability to plan own workload.

Ensure compliance with all relevant Trust Policies and Procedures Participate in the Trust Appraisal process