The Pathology Partnership NHS Trust - A Job Description

Transcription

1 The Pathology Partnership Job Title: Helpdesk Service Operator Band: 3 Reporting to: Accountable to: Responsible for: Department: Location: Key relationships: Shift/Team Leader Shift/Team Leader No line management responsibility. Responsible for carrying out tasks in line with this job description. IT Hub/Satellite A normal place of work will be confirmed upon appointment but in order to meet the needs of the service staff may be required from time to time to work at another Pathology Partnership hub or satellite laboratory. Helpdesk manager, helpdesk shift leaders, primary care staff, laboratory staff Background: The Pathology Partnership is a consortium of six Trusts which are working together to provide a transformed pathology service to the six Trusts. The Trusts are: Cambridge University Hospitals NHS FT Colchester Hospital University NHS FT East & North Hertfordshire NHS Trust Ipswich Hospital NHS Trust West Suffolk Hospital NHS FT Hinchingbrooke Healthcare NHS Trust The transformed service is to be delivered via a hub and satellite structure through a generic rather than specialist approach where appropriate. This role is generic where appropriate combined with specific tasks relevant to providing support to the Executive Management team, and is based on national Agenda for Change profiles, and applies to working in either a hub or a satellite setting. Cambridge University Hospitals Foundation Trust (CUH) is the host for the Partnership and therefore also the employer for this role. More information about the Pathology Partnership and how services are to be delivered is available at: Page 1 of 5

2 Job Summary To provide a courteous, customer-focused, efficient and complex telephony and administrative service across all pathology disciplines and to all pathology service users, including Primary Care, Trusts, colleagues (the six Partner Trusts) and private organisations. NB: Post holder must not work outside their defined field of competence Key Duties of the role This role may involve periods of intense activity and inactivity and will include long periods of VDU operation. The post holder will: Be responsible for the successful, accurate and timely handling of calls and s from pathology service customers (this will not include patients, however, accidental verbal contact is likely and must be handled politely, with empathy, and as helpfully as possible without breaching helpdesk procedures). To have good interpersonal and communication skills, with the ability to communicate technical and complex issues across a range of multi-disciplinary staff, to non-technical users. Be professional, friendly and helpful at all times. Have a proficient working knowledge of general pathology processes/procedures and an understanding of the appropriate application of these. Ensure the Customer Relationship Management (CRM) database is maintained, current and holds accurate information and is always updated with each appropriate customer contact. Identify patterns of calls which may suggest a wider underlying issue and escalate along with any other issues to the team leader or as appropriate. Use and be proficient with various laboratory systems, in-house databases, call log and logistical tracking software etc. Carefully and accurately record information received, especially when patient related. Liaise with a variety of colleagues to answer queries and proactively follow up outstanding calls or issues to ensure a timely resolution is reached and escalating as appropriate. To ensure that all actions taken, or to be taken, are communicated in a timely and clear manner to system users. Analyse requests and be able to gather relevant facts and information in order to make a judgement to facilitate and provide the most appropriate solution/response to the request and escalating issues as appropriate. Ensure knowledge base is maintained and up to date through self- learning, participation in training events, team meetings and information sharing with colleagues as well as updating information source databases. Engage in regular call reviews for personal development and to ensure a high level Page 2 of 5

3 and consistent service is offered to our customers; participation in any other audit or analysis when requested. Ensure familiarity and adherence to all helpdesk and organisational policies and procedures e.g. IT, governance, health and safety, quality and data protection etc. Support services provided by the pathology helpdesk are: Core Pathology Enquiries - A large part of the work will be identifying patient records, of which they may be multiple records across multiple systems, and accurately reading and giving pathology results and reference ranges to our customers. Provision of limited technical information or seeking this information from the appropriate person/department e.g. bottle type, turn-around times, test-processing location etc. Investigating outstanding results or locating samples on the systems. Identify the appropriate laboratory, scientist and/or clinician to connect the caller as well as liaising with pathology colleagues to address queries in a timely and customer-focused manner. Pathology Logistics - Vehicle and specimen tracking Route advice and timings Relaying sufficient and appropriate information to the couriers General/Other - Private price enquires Supplies and order enquiries Pathology IT Support - To diagnose and resolve system or user problems where practical using helpdesk policies and procedures, referring onto second tier IT support when necessary. To log and report calls to third party systems support in accordance with helpdesk escalation policies. To create, modify and administer system user accounts for the Pathology Partnership and third party systems in accordance with agreed support procedures. To diagnose and resolve system or user problems logged using remote control software where available. Shift working is essential including overnight, weekends and public holidays Overtime and colleague cover is a requirement of this post Any other duties not specified above, but which are appropriate to this grade, may be required. Page 3 of 5

4 Other responsibilities: The post-holder will be expected to participate in the delivery of specific duties and/or specialised responsibilities in line with the banding of the post. Additional responsibilities will be assigned to the post holder depending on the needs of the Board. These responsibilities will be agreed with the post holder, will be subject to regular review and may be amended at any time with the post holder s agreement. These responsibilities may be associated with specialised roles. General Compliance: 1. To comply with all Trust Policies and Procedures, with particular regard to - Risk Management - Health & Safety - Information Governance - Confidentiality - Data Quality - Freedom of Information - Equal Opportunities 2. All staff have a responsibility to comply with the current infection prevention and control policies, procedures and standards and ensure they have received an annual update on infection prevention and control issues including hand hygiene. All staff should practice and encourage appropriate hand hygiene and act professionally to ensure the working environment is clean, safe and tidy. 3. To perform your duties to the highest standard with particular regard to effective and efficient use of resources, maintaining quality and contributing to improvements. 4. To follow all the Trust s security policies and procedures and be vigilant to ensure a safe and secure environment. 5. All staff that have access to or transfers any data are responsible for those data, it must be kept secure and they must comply with the requirements of the Data Protection Act 1998 and the common law on confidentiality. All data must be kept in line with the Trust s policies and procedures. Data includes all types of data e.g. patient, employee, financial, electronic, hard copies of printed data or handwritten data etc. 6. The post holder is responsible for data quality and complying with the policies, procedures and accountability arrangements of the host Trust for maintaining accuracy and probity in the recording of the host Trust s and the Partnership s activities. 7. The Trust is committed to carefully screening all staff who work with children and vulnerable adults. Where appropriate, appointments will be subject to a satisfactory Criminal Records Bureau Disclosure of the appropriate Level if required. 8. All staff will receive training on Child Protection -Safeguarding Children Policies and Procedures as part of Induction and annual updates, this will equip the post holder with the knowledge of what you will need to do if you have concerns about the welfare of a child/young person under aged 18. Page 4 of 5

5 9. To uphold the Trust s Values and Behaviour standards. To uphold Partnership s Values and Behaviours once these have been developed and adopted. Every post holder can make a difference to a patient s experience. You will come across patients as you walk around hospitals within the Partnership; we rely on all our staff to be helpful, kind and courteous to patients, visitors and each other. There is a considerable amount of liaison with members of the team, other hospital staff and users of Partnership s services. It is essential that a friendly, courteous and professional manner is promoted at all times. This job description may be altered to meet changing service needs, and will be reviewed in consultation with the post holder Page 5 of 5