Glaucoma Failsafe Officer

Provide a comprehensive and quality administration service to the designated department of ophthalmology. The main focus of the role is to provide clinic and patient management for allocated clinics as appropriate. The role should provide support to management and multidisciplinary teams, including Consultants in managing this cohort of patients and clinics.

Ensuring clinics are booked appropriately and are managed to a high standard

Establishing, maintaining and monitoring excellent office and information systems directly related to this area and within the hospital

Ensuring quality and customer care standards are met where relevant

Contribution to positive patient experiences

To run regular reports between IT systems and databases for timely identification of any potential gaps where screening could be missed and to take appropriate action to prevent it.

To manage the Failsafe database to ensure that data is of good quality and to provide reports as required.

Work together with the team to ensure that continuous cover for Failsafe is provided on both Trust sites

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

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

Essential criteria
- Educated to GCSE level A-C standard incl. Maths and English or equivalent experience
- Experience of meeting regular targets and deadlines
- Experience of customer service in a healthcare environment e. g. reception, call centre, administration
- Good verbal and written communication skills
- Able to liaise with Patients, Carers, Visitors, Trust staff at all levels and various external organisations including GP Practices and Prison Services
- Able to demonstrate initiative, innovate, be proactive and work unsupervised
- Ability to work on own initiative and prioritise work.
- Ability to operate effectively as part of a team
- Knowledge and understanding of Data Protection, Patient Confidentiality and Information Governance
- Knowledge of Microsoft Office products including excel, word and outlook

Desirable criteria
- NVQ Level 2 in Business Administration or Customer Service or equivalent experience or willing to undertake NVQ level 2
- Experience of working in a health care environment
- Experience of using hospital systems including PAS, e-track, ICE
- Experience of hospital outpatient administration processes
- Ability to use IT patient tracking and administration systems
- NHS Administration Services & Processes
- Understanding or awareness of national and local OP targets including 18 week RTT and Cancer targets.
- Knowledge of Hospital PAS Outpatient Clinic make-up.

- Flexible working,