Job Description

Main Duties Key Results Areas:

To be fully conversant with all aspects of these different roles and be able to act as a mentor to new staff in their training and development Be the representative for the team, leading them efficiently and being an ongoing mentor Responsible for clinician rotas by liaising via email and telephone, and planning up to 1 year ahead Making sure the team are utilising every appointment and clinics are full. To support the Senior Management Team with collating and sharing information regarding the service and be a part of decision making for future service development and growth. To contribute to the operational running of the service with an ability to problem solve and work collaboratively with the other Team Leaders. The role will be to support all administration aspects of the patient pathway in line with 2WW cancer pathways and 18-week referral to treatment guidelines using NHS RTT and cancer knowledge.



1. Communication To provide excellent customer care. To greet and speak to patients, visitors, members of the public and staff in a friendly, professional, and courteous manner, in line with the Organisation Values. To answer telephones to a pre-agreed standard, that all enquiries are dealt with in an efficient and courteous manner, including referral to other departments as appropriate.



To record any messages clearly and accurately and deliver them promptly. To act in such a manner as to always maintain and protect patient confidentiality. To provide telephone advice and assistance to patients regarding general administrative matters concerning their procedures. To ensure the telephone is always covered to deal with patient queries.



To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints. To communicate effectively at all levels between all departments and with senior management team. 2. Administration Project work as designated by Management.



To investigate complaints regarding the service at the request of Management. Represent the team viewpoint at any assigned Meeting Use of MS Office applications including Word and Excel. Training of all new staff to the Department in all areas Organise production of yearly rotas Other activities as and when required by the service. 3.



Appointments To deal with telephone enquiries to the unit, forwarding calls or taking messages as appropriate. The post holder will be required to use initiative and tact in dealing with enquiries and problems that may arise. To provide a full comprehensive appointment service using the computer system. To notify patients of their appointments and to provide appropriate information and instructions.



To ensure accurate patient data on all software used. To maintain and manage workflow to the Department.