Administration Officer - Lancashire Diabetic Eye Screening

at  East Lancashire Hospitals NHS Trust

• Previous applicants need not apply*
  The role of the administration officer is to act as the first point of contact on behalf of the Lancashire Diabetic Eye Screening Programme’s patients.
  They are directly responsible for the oversight of patient management from front end registration to ensuring adequate call and recall targets are maintained by the creating and editing of clinical locations, database validation and cleansing and to issue all communication in a timely fashion ensuring notification of information to patients and healthcare professionals are received.
  The creation, editing and maintenance of clinical locations and the appointment schedule ensuring all eligible patients are offered annual screening as per national guidelines and guidance. This will involve the booking, rearrangement and cancellation of appointments via telephone in accordance with programme requirements.
  Maintaining an up to date and accurate patient database by undertaking and participating in continual data validation through multiple levels of data analysis.
  Timely issuing of all accurate clinical data and screening results to patients and healthcare professionals adhering to national guidelines at all times, in a secure and auditable environment.
  Maintain and make available any and all policy documents, audit trails and office Legislative compliance documentation accessible for inspection at all times.
  Communicate with healthcare professional, including Ophthalmologists, Optometrists, Diabetic nurses and GP’s to determine best levels of care and clinical decisions are followed for patients in line with guidance from the Administration Team Leader.
  Ensure all office stationary material are kept stocked and raise any requirements to the Administration Team Leader for timely replenishment.
  Identify areas of underperformance or concerns within the programme on a clinical level and to communicate these to the Administration Team Leader and Programme Management.
  The Lancashire Diabetic Eye Screening Programme serves the needs of over 100,000 people with Diabetes across the Lancashire area, we screen from 34 community clinic locations which include long stay custodial environments, GP led health centres and community hubs.
  The Administration team is based at the Holden Centre in Barrowford and manages the call and recall of the diabetic poulation on an annual basis.
  The Lancashire Diabetic Eye Screening Programme is provided by East Lancashire Hopsitals NHS Trust
  Our team
  Working with other ddministrators, youll be mentored and supported by our established and experienced team, to ensure you understand and learn everything you need to deliver an exceptional service to our patients. Who youll be!
  We want to make sure you are set for success; this isnt all about your skills and that is why we would love to talk to you even if perhaps you dont fit all of the below.
  customer focused with brilliant interpersonal skills
  willingness to learn
  organised and able to prioritise tasks
  good problem-solving skills
  able to work under pressure
  any previous experience working with the public is ideal either face to face or in a call centre environment
  minimum of 2 GCSEs including grades A-C in English, Maths and a Science subject or equivalent.
  1) Maintain an up-to-date and accurate database reflecting the diabetic retinal screening population of East Lancashire (people with diabetes aged 12 and over registered with an East Lancashire General Practice) such as will support an effective call/recall system. This will include:
  New diagnoses
  New registrations
  Change of contact details
  Change of GP
  Deaths
  Moves out of the area.
  Exclusions
  Ensure that the database accurately reflects the eligibility for screening of the population.
  Understand and apply appropriately exclusion criteria to the registered screening population:
  A person with diabetes who has made his or her own informed choice that he or she no longer wishes to be invited for screening
  A person with diabetes who is under the age of 12 years
  A person with diabetes who does not have perception of light in either eye
  A person with diabetes who is terminally ill
  A person with diabetes has a physical or mental disability preventing either screening or treatment
  Ensure that all decisions are appropriately authorised by the patient and/or consultant and/or GP.
  Ensure that all decisions are accurately recorded on computer and paper systems and communicated appropriately to the patient and his/her GP.
  Ensure that the appropriate information is enclosed with all patient communications.
  Call/recall
  Understand and use the computer system appropriately to identify those patients to be called/recalled..
  Ensure that all new diagnoses are offered an appointment within 3 months of diagnosis.
  Suspensions
  Understand and apply the criteria for suspension to the registered screening population.

KNOW AND UNDERSTAND:

The purpose of diabetic retinal screening
Who should/should not be offered diabetic retinal screening
What happens at a diabetic retinal screening appointment
Screening locations used and how to access them
Relevant travel and transport information
What happens to images after the screening appointment
How to use the computer system to ascertain the current status of a patient’s images
What happens if a patient is referred to East Lancashire Hospitals NHS Trust
Whom to contact when and how for additional information/support (clinical and/or non-clinical) and to ensure that issues are appropriately actioned
Provide a reassuring, professional and accurate telephone support, information and appointment service to patients.
Maintain accurate and up-to-date message/action logs.
General
Function as an effective member of the multi-disciplinary East Lancashire Diabetic Retinal Screening Programme, contributing to the effective and timely flow of work and information.
Maintain good working relationships and effective communication with all Acute and Primary Care Trust clinical and non clinical colleagues.
Communicate effectively with all people with diabetes, their partners in care and the public in such a way as to promote a positive image of the East Lancashire Diabetic Retinal Screening Programme.
Encourage informed, regular participation in diabetic retinal screening by patients, relatives and carers in accordance with their preferences, National Screening Programme requirements and the needs of the service.
Attend and contribute to administration and multi-disciplinary team meetings as required.

ORGANISATIONAL RESPONSIBILITIES:

Stock control
Monitor and maintain appropriate levels of office supplies, completing accurate, appropriate and timely requisitions, and presenting them for signature as appropriate.
Monitor and maintain appropriate levels of clinic supplies, completing accurate, appropriate and timely requisitions, and presenting them for signature
General
Be responsible for managing own time and priorities.
Be accountable for own decisions and actions.
Recognise when to seek further advice, and seek advice appropriately.
Complete promptly and accurately all paper and electronic records as required by protocols, policies, procedures and guidelines. Document all decisions and actions to a standard that would be suitable for medico-legal scrutiny in accordance with professional and Trust standards.
Ensure appropriate, secure and confidential capture, use, storage and back-up of information within identified protocols. Comply with Confidentiality: NHS Code of Practice, the Data Protection Act (1998), Caldicott principles and the Freedom of Information Act (2000).
Ensure appropriate, safe and secure use of the grading centre and its equipment.
Participate in the development of expertise within the Lancashire Diabetic Retinal Screening Programme.
Participate in internal and external audit and performance monitoring and quality assurance programmes.

PROFESSIONAL RESPONSIBILITIES:

Maintain an up-to-date knowledge of and work within agreed policies, protocols, procedures, and guidelines identified as applying to the sphere of practice. Recognise and report where they are inadequate or unclear. Report promptly and appropriately within protocols any faults, problems or concerns.
At all times promote the safety, privacy and dignity of patients, recognise individual needs and preserve confidentiality