Job Description

To provide a professional, customer centred service to patients and the multi-professional team within Neurology.

Key Result Areas & Performance:

To provide an accurate and timely telephone response service for calls to the department.



To promote the professionalism of the Trust and maintain the privacy and dignity of the patient who call at all times.



To offer all callers to the department a warm, friendly and helpful welcome and inform the caller of the next step, including any issues that may delay that process.



To maintain a calm attitude at all times, being aware of patients' and callers worries and concerns.



To ensure the department administration processes are followed accurately and in a timely manner, and all administrative tasks and business processes are completed.

Main Duties/Responsibilities:

To respond to calls to the department in a timely fashion.



To ensure department scanning onto ICARE is completed at the end of every clinic.



To assist the Medical Secretaries and Medical Typists with duties as required including printing and posting of letters.



Ensure the accurate entry and up-date of patient details when updating ICARE.



To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.



To check case note availability for the multi-disciplinary team, escalating to the appropriate teams for missing records.



Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:



Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development



Widening access (anchor institution) and employability



Improving the experience of staff with disability



Improving the EDI literacy and confidence of trust staff through training and development



Making equalities mainstream



To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)



To participate in the PDR process to ensure personal skills are enhanced.



Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Medical Secretaries and Associate Service Manager to ensure a high quality service delivery.



Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.



The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines.



To escalate to relevant Specialty Service Mangers issues that require urgent action.



A formal performance review takes place on a six monthly basis where objectives are agreed and reviewed in line with the performance management system.



The post holder will record parting activity of the RTT status in line with the Access Policy.