Band 4 Medical Secretary Supervisor

• Provide appropriate non-clinical advice and information within role boundaries, ensuring clinical questions, medication concerns, test result queries or urgent patient issues are escalated to the appropriate clinician or manager.
• Support patient pathway coordination by liaising with consultants, nurses, CNSs, operational teams, GPs, external providers and other departments to progress appointments, clinics, investigations and follow-up actions.
• Monitor and follow up patient-related information, including clinic outcomes, waiting list actions, reports, correspondence, referrals and tracking systems, to support timely care delivery.
• Manage sensitive or challenging patient contact professionally, including anxious, distressed, frustrated or aggressive callers, using empathy, tact and discretion.
• Identify and escalate concerns that may affect patient care, safety, access, capacity or delays in the pathway
• The role will also involve supporting local administrative processes, contributing to service improvement, and providing day-to-day guidance, support and training to Band 3 administrative/secretarial staff, new starters and less experienced colleagues where required.

Essential

• *Good General Education (eg. GCSE English and Maths A-C) GCSE Level 9-4
• *Business Administration NVQ level 3 or equivalent experience in a clerical environment
• *AMSPAR Certificate/equivalent qualification or equivalent knowledge of medical terminology
• *Working knowledge of medical terminology

Essential

• *Experience of working as a Medical Secretary
• *Experience of dealing with the Public/Customer service experience
• *Experience of working with a range of Microsoft Office packages (e.g. Word, Excel and Outlook)
• *Experience of using IT systems
• *Experience of working in Healthcare
• *Good Organisational skills
• *Able to use own initiative and deal with the unpredictable
• *Able to work under pressure and to multi-task
• *Able to work to deadlines

Essential

• *Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
• *Good keyboard / IT skills
• *Good organisation skills and ability to multitask
• *Good time management skills
• *Ability to deal professionally with enquiries from staff, patients and visitors
• *Ability to problem solve
• *Understand confidentiality and apply the principles in everyday working practice
• *Ability to pay attention to detail where there are predictable interruptions to the work pattern
• *Ability to deal with stressful situations and sensitive issues
• *Work effectively and flexibly as part of a team to meet the needs of the services
• *Confident in dealing with people at all levels
• *Must be able to demonstrate an understanding of equality and diversity
• *Mature open and flexible approach to work
• *Demonstrates care and compassion
• *Good inter-personal and communication skills
• *Good organisational skills
• *Team Player
• *Conscientious
• *Demonstrates reliability, motivation and commitment
• *Ability to travel to multiple sites