Band 4 Medical Secretary Supervisor

The post holder will provide a comprehensive, high-quality medical secretarial and administrative service to support the effective running of the specialty/department. Acting as a key non-clinical point of contact, the post holder will communicate professionally and sensitively with patients, relatives, carers, consultants, clinical teams, managers, GPs, external agencies and other NHS organisations, ensuring queries are managed appropriately and escalated where clinical or complex input is required. The role will support the coordination of patient pathways, including the management of appointments, correspondence, referrals, typing, clinic activity, waiting lists, theatre lists, reports, trackers and follow-up actions. The post holder will be required to use multiple Trust systems accurately and efficiently to create, update and maintain patient and service information, ensuring that records are complete, confidential and handled in line with information governance, data protection and Trust policy requirements. The post holder will be expected to work independently, prioritise a varied and frequently interrupted workload, exercise judgement within agreed procedures, and escalate issues that may affect patient care, access, capacity, staffing or service delivery.Main duties of the job Act as a key non-clinical point of contact for patients, relatives and carers, responding to queries about appointments, waiting lists, results, letters, referrals and pathway progress.

• 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.
  
  University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.