Waiting List Co-ordinator

Ensure that the personal/demographic information noted on the patient record is accurate and updated when necessary in order that the patient details are up to date at all times. Respond to telephone, email, and written queries on behalf of the service area including call handling where appropriate as agreed with line manager. Check waiting lists and practitioner diary availability daily to establish if any availability for treatment appointments that have become available then contact patients from waiting lists to book them in for their treatment appointment. Ensure that any addition requirements for treatment sessions are arranged and facilitated e.g. Language interpreters services, sign language interpreter, accessibility needs etc. To provide statistical information and reports on the progress and performance. When required provide support to customer and visitor reception areas, acting as the first point of enquiry and sign-posting individuals to relevant information / service. Promote the image of the department, checking that notices and leaflets are up to date & well presented. Support the management team to ensure that internal and external communication systems are in place. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary. Arrange appointments, meetings, and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required. To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed. Maintain accurate and timely electronic and hard copy information e.g. training logs using organisational systems as directed (ensuring ease of access/retrieval as appropriate) and in line with policies. Supporting operational staff to access management information; electronic and hard copy. Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager. Collect, collate and prepare information for service area users with the support of line manager. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems. Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues. Be proactive and contribute ideas for improvement in the way the service is delivered. Able to work on own initiative, prioritising work within defined policies and procedures to set timescales. Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner. Staff management & development Provide the day to day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal. Demonstrate own activities to new or less experienced employees. Financial management Monitor stock e.g. stationery and order supplies and equipment as required within the business area. Undertake surveys or audits as directed. COMMUNICATIONS AND RELATIONSHIPS The post holder will need to have contact with a variety of people both inside and outside of the organisation. These include, patients, visitors, clients, colleagues and other health care organisations. They will need to have excellent communication skills and be able to adapt their communication style to suit individual needs and requirements. They will need to build positive working relationships with all stakeholders to ensure the department runs effectively and efficiently and work collaboratively with colleagues within the department, including clinical staff to ensure that waiting lists are managed effectively. PHYSICAL DEMANDS OF THE JOB Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables MENTAL DEMANDS OF THE JOB Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy. The work is usually predictable but there may be interruptions from telephone calls, visitors and staff & occasionally imposed deadlines. There may be some exposure to service users who may exhibit difficult & challenging behaviours. WORKING CONDITIONS Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties.