Clinical Office Coordinator, Ophthalmology

Ashford and St. Peter's Hospitals NHS Foundation Trust; Ashford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A UK NHS Trust is seeking a full-time Clinical Office Coordinator for the Ophthalmology team. You will provide a high-quality service to patients by responding to enquiries, managing appointments, and maintaining accurate documentation. Ideal candidates should possess excellent communication skills, a commitment to care quality, and be familiar with systems such as Cerner and Dictate-IT. This position is vital in supporting patient pathways and ensuring timely care delivery.

Benefits

Excellent pension scheme

On-site nurseries

Career development support

Salary sacrifice schemes

Qualifications

• Ability to work as part of a team to deliver high-quality customer service.
• Understanding of delivering healthcare services and 18-week patient pathway.
• Previous experience with Cerner, Luna, or Dictate I.T. is desirable but not essential.

Responsibilities

• Complete dictated letters within agreed timescales.
• Respond to all patient enquiries in a timely manner.
• Support the coordination of the patient pathway across the Trust.
• Monitor patients to ensure timely investigations and diagnostics.
• Transcribe dictation letters using Dictate-IT software.

Skills

Excellent communication skills

Problem-solving ability

Team player

Commitment to care quality

Tools

Cerner

Luna

Dictate I.T.

Job description

Responsibilities

• Dictated letters are completed within agreed timescales.
• Respond in a timely manner to all email, telephone and postal enquiries from patients and other agencies in the making of outpatient appointments, providing patients with a high quality service and ensuring that all patients receive equal opportunity to services.
• Escalate to the Team Leader when there is concern over longer waits.
• Highlight any potential breaches or delays in the patient's pathway to the Team Leader, Patient Pathway Team or Manager according to the Trust's escalation policy.
• Dispose of outstanding uncashed clinic outcomes on Cerner.
• Assist in changes in clinic templates as directed by Team Leader or Service Manager.
• Attend regular team meetings arranged by Team Leader or Line Manager.
• Maintain good relationships with patients, GPs and other staff, ensuring a high degree of confidentiality and integrity at all times, thus enabling a high quality service to be provided.
• The overriding purpose is to support the provision of the highest quality patient care through personal actions and continuous improvement.
• Maintain a high standard of quality in providing an appointments service; supporting patients and professionals.
• Produce high quality patient information for the Trust to enable maximum use of resources and to support service level agreements and planning of future services.
• Ensure that patients receive good quality, appropriate documentation and information relating to their appointment in line with current Trust and Divisional objectives.
• Be responsible for transcribing dictation letters using Dictate-IT software.
• Check that all clinic letters are completed accurately and outcomes actioned and recorded on Cerner, disposing of outstanding uncashed clinic outcomes on Cerner.
• Using Luna (PTL) on a daily basis, liaise with the Patient Pathway Team across the Trust as a whole to ensure co‑ordination of all elements of the patient pathway, highlighting patient target dates to ensure investigations and diagnostics are carried out and results received in a timely manner.
• Highlight any potential breaches or delays in the patient's pathway to the Team Leader, Admin Manager according to the Trust's escalation policy.
• Monitor patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms).
• Liaise with and support the Appointments Centre regarding outpatient clinic bookings as necessary and ensure patient follow‑up appointments are booked as soon as results are known and are available for clinic appointment.
• Liaise directly with patients to book, cancel and rebook any outpatient appointments or procedure dates.
• Attend regular team meetings arranged by Team Leader.
• Deal with patient queries effectively written and via telephone/email.
• Ensure booking of relevant clinical activity (e.g. outpatient procedures, clinics etc) and manage patient pathways in conjunction with the Patient Pathway Team.
• Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
• When booking or changing appointments, be aware of the agreed Division's wait to first appointment, RTT waits and the Joint Access Policy.

Candidate Profile

We are excited to be in a position to recruit a Clinical Office Coordinator to join our team in Ophthalmology. This post covers full time hours. The successful applicant will have the ability to work as part of the team to deliver high quality customer service, display excellent communication skills, and an understanding of delivering healthcare services. You will need to demonstrate commitment to care quality and performance delivery. You must be a team player with the ability to problem solve and work independently. An understanding of the 18 week patient pathway is preferable, although training will be given. You will be required to use a number of systems including Cerner, Luna, CRIS and Dictate I.T. Previous experience of these systems is desirable, but not essential.

About the Trust

Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North‑West Surrey, parts of Hounslow and beyond. Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Surrey and St Peter's, Chertsey, Surrey. We also run many specialist clinics in the community and local community hospitals and other healthcare facilities. Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at ASPH. We are committed to providing continuous professional development and flexibility to shape our workforce around our patient care. We are expanding our theatres at Ashford Hospital and moving towards this becoming our dedicated elective centre. We want to create a state‑of‑the‑art centre for excellence for planned surgical procedures.

Benefits

• Excellent pension scheme and annual leave entitlement
• On‑site Nurseries
• On‑site staff cafes
• On‑site parking
• Support in career development
• Salary Sacrifice schemes including wage stream, lease cars, Cycle to Work schemes and home electronics