Surgical OPD Co-ordinator

Overview

This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive.

Key Responsibilities

• Ensure admissions support meets required manpower and service needs.
• Be conversant with Corporate and Care Group agendas, providing proactive administrative support.
• Safeguard complex and highly sensitive information.
• Conduct staff development reviews and ensure alignment with Trust objectives.
• Identify training and development needs; produce and monitor training action plans.
• Enforce staff adherence to policies and procedures using a performance management framework.
• Recruit, train, and develop administrative staff within the team.
• Ensure all staff attend mandatory training sessions as specified by the Trust.
• Liaise with Service Manager, General Manager, and clinical leads to improve performance.
• Lead drafting of monthly performance reports.
• Validate and manage outpatient waiting lists in line with Trust policies and national targets (e.g., RTT).
• Present weekly RTT and cancer reports, highlighting concerns and mitigating actions.
• Review and update RTT/cancer governance SOP regularly.
• Liaise with General Surgical teams on operational issues and manage information flow.
• Communicate with patients regarding sensitive matters, demonstrating empathy.
• Serve as a role model for core values and professional conduct.
• Answer telephone queries from patients, relatives, staff, other hospitals, and refer as appropriate.
• Coordinate with clinical teams to identify suitable surgery dates.
• Maintain accurate records of all patient correspondence during admission.
• Report adverse incidents, quality alerts, and patient complaints, assisting investigations.
• Liaise with multidisciplinary team to communicate patient information.
• Promote best practice and develop policies ensuring efficient and safe resource use.
• Collaborate with departments such as pre‑assessment and theatres to improve patient experience and efficiency.
• Lead, coach, and manage team performance, recognising excellence and addressing underperformance.
• Ensure compliance with statutory, mandatory, and professional training requirements.
• Manage team absences, including sickness and return‑to‑work processes.
• Identify and fill vacancies per Trust recruitment policy.
• Support internal talent management and succession planning.
• Review skill mix to optimise resource utilisation and keep job descriptions updated.
• Ensure team wellbeing and maintain a culture of zero tolerance for bullying and harassment.
• Secure team morale and implement positive workplace culture.
• Observe health, safety, and wellbeing duties for colleagues, visitors, and patients.
• Observe Trust policies, statutory and professional obligations.

Qualifications and Experience

• Demonstrable experience using EPIC system.
• Operational/clinical service management experience at mid‑level in an acute hospital or similar complex organisation.
• Ability to analyse complex problems, interpret information, and exercise sound judgment to develop practical solutions.
• Experience managing patient pathway processes and waiting list effectively.
• Ability to adapt to challenging and changing situations, leading colleagues through stressful situations.
• Experience managing staff and cost‑centre budgets.

Additional Information

• All employees must hold an ‘nhs.net’ email account to use the Trust’s formal email route.
• Everyone is responsible for promoting inclusion, regardless of role or team.
• Mandatory safeguarding training for children and adults, with clear reporting procedures.
• Mandatory infection control training and compliance with National Code of Practice and local policies.
• The Trust encourages applicants from all backgrounds and is committed to diversity, equality, and inclusion.

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