Job summary
We are seeking enthusiastic, highly motivated clerical officer to join our exceptional departmental team.
We are looking for someone who is a dedicated team player, able to work under pressure and have strong customer service skills to join our busy clerical team.
Our clerical team are the first point of contact for patients and visitors as they arrive in our department and we are looking for friendly individuals who can deliver consistent, quality, customer care to all. You must have good IT skills; some knowledge of patient database management would be an advantage but not essential as full training will be provided.
Attention to detail is a must as you will be entering data on to the Radiology Information System as well as iCare and accuracy is therefore vital. A good telephone manner is essential as you will need to speak to patients and professionals alike on a daily basis.
Main duties of the job
Successful candidates will be expected to do weekends as part of their rotation. Therefore there is some flexibility around the work pattern. This role is full time, 37.5 hours per week.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
Job Summary:
- Accountable to Imaging Co-Ordinator and Administrator.
- To provide front line reception service to patients attending for X-rays, ultrasound & Obstetric Ultrasound, CT, MRI and other imaging procedures. Reflecting the commitment of the Directorate to customer care and quality and ensuring that all visitors are greeted in a welcoming manner.
- To provide and take a proactive role in prioritising the delivery of an effective and efficient reception service for the Imaging department and able to respond to the changing demands of the service ensuring high professional standards at all times.
- To work with other team members in implementing any improvements to the efficiency & quality of the service and develop competencies in all areas, whilst keeping up-to-date in their role and providing on-going support to colleagues.
- To contribute to the delivery of a comprehensive administrative and clerical service within Imaging.
- To ensure the successful preparation of appointments covering all Imaging modalities following guidelines/preparations consistent with requested examination, book patients at the reception, and liaise with staff in the department.
Key Result Areas & Performance:
- Responsible to receive patients, carers, relatives and other staff, as they arrive in the department in a pleasant, helpful and caring manner.
- Confirm patients identification and complete any necessary data, e.g. ethnicity, patients telephone number, etc. on to iCare/Cerner and ensuring the data is transferred to the Radiology Information System (RIS)
- Responsible for directing patients through the Imaging department.
- Responsible for handling and assisting patients/visitors with queries of a sensitive nature, explaining procedures in laymans terms, what to expect in procedures such as CT Colonography, MRI Enterography etc., in the absence of a clinical staff, stressing the examination requirements, as per agreed procedures.
- Responsible for following the 10 day rule (IRMER Regulation 2000) when making X-Ray/CT/MRI appointments for female patients.
- Required to liaise with diagnostic coordinator with updates of patient delays i.e. sudden peaks in patient arrivals. Ascertaining the needs of patients and visitors and taking appropriate action, such as advising on waiting times and how to obtain results of examinations.
- Responsible for handling telephone and reception queries from patients, other hospital staff and General Practitioners. This will include advising patients regarding preparation for their examinations and taking details of cancellations ensuring they are acted promptly upon including updating RIS (Radiology Information System) accordingly.
- Responsible for handling enquiries from clinics, doctors and other hospitals requiring a copy of reports and printing and faxing these as necessary.
- Responsible for ensuring that paper referrals received are date/time stamped and then entered onto RIS (waiting list) prior to the appointment letter being sent.
- Responsible for managing electronic referrals from the orders list (via iCare/TQuest) and dealing with deferred orders remaining in the system promptly to ensure no delays to the patient or delays in the department.
- Responsible for booking patients for their examinations and issuing appointment letter to the patient, ensuring that relevant leaflet(s) and any special preparation for the examination are also sent. When booking patients, checking that all booking notes are complied with and the patient is booked appropriately for the correct Radiologist/Radiographer or Sonographers.
- Responsible for maintenance of the waiting list and advising the Imaging Lead Administrator of issues especially possible breaches before they arise so that actions can be taken early to ensure breaches do not occur.
- Responsible for ensuring that all available appointment slots are filled and no slots are lost. Maintaining a cancellation list and ringing patients to attend at short notice.
- Responsible for checking, prioritising referrals and vetting regularly to ensure appointments are promptly allocated. When necessary to liaise with clinical staff for the vetting of procedures not covered in set guidelines.
- Responsible for coordinating patients imaging requirements to coincide with other hospital appointments.
- Responsible for ensuring DNAs (non-attendances) letters are sent to referrer promptly and new appointment letters are sent to the patients. Responsible for ensuring that urgent (or 2 week wait) patients are offered another appointment and when doing so to contact the patient by phone to establish if the appointment is still required.
- Responsible for booking patients in order of priority first in first out to ensure fairness and equality in booking of all appointments. (ACCESS Policy)
- Responsible for taking telephone enquiries and handling appropriately.
- Responsible for working to departmental hours of service, covering other team members during holiday or other absences and offering assistance to other clerical staff in all areas including working cross site when required.
- Required to comply with the Departmental policies, e.g. Care of Information, Telephone Policy.
Personal and People Development
- Expected to attend and participate in departmental staff meetings and other meetings relevant to the post, including regular staff training afternoons.
- Expected to attend relevant study days and in-house lectures including all updates to mandatory training.
Health, Safety & Security
- Expected to ensure that all clerical areas promote a clean, safe and tidy environment.
- Expected to report any unsafe areas to the relevant department.
- Expected to comply with all Health & Safety Regulations including Local Radiation Protection guidelines.
- Expected to ensure lost property is correctly documented and taken to general office on a regular basis.
Service Improvement
- Required for flexible working to cover all duties organising own day to day work, multi-tasking as necessary.
- Required to be flexible for 7 Day working.
- Required to work cross site when required.
- Ability to work independently with minimal supervision, referring items of a complex nature with the Office Co-ordinator or Lead Radiographer of that specific Imaging area.
- Expected to report problems with office equipments to the appropriate personnel, example IT equipment etc.
Quality
- Expected to undertake additional clerical work as instructed within the entire structure of the Imaging Directorate.
General Responsibilities
- To ensure all documents for the administrative office are completed in a timely and efficiently manner.
- To demonstrate a wide range of problem solving skills involving allocation and prioritising of work load
- To promote excellent working relations in order to deliver a high quality service
- At all times adopt a flexible, positive and energetic approach to work so that the Services of the Department of Imaging are promoted and sustained for the benefit of the referring clinician and patients.
- To be familiar with and adhere to Trust and Departmental Policies and Operational Procedures
- To keep up to date with new procedures and systems within the Department and the Trust
- To cover the departments opening hours, ensuring that cover is provided over break time 7 days a week.
- In the event of equipment breakdown (e.g. Office equipment) notify the relevant technical support of the fault and ensure colleagues of such an event are updated. In cases of persistent breakdown the Imaging Lead Administrator/Office Manager is to be informed.
- To ensure a clean, tidy and safe environment in liaison with domestic services, and works and be responsible for the well-being of any personnel and visitors to the Department
- To keep patients informed of any expected waiting periods and delays to appointment times on arrival at reception.
- To undertake other duties as and when required due to changing demands of the service/department as instructed by the Office Co-Ordinator or Lead Administrator.
Job description
Job responsibilities
Job Summary:
- Accountable to Imaging Co-Ordinator and Administrator.
- To provide front line reception service to patients attending for X-rays, ultrasound & Obstetric Ultrasound, CT, MRI and other imaging procedures. Reflecting the commitment of the Directorate to customer care and quality and ensuring that all visitors are greeted in a welcoming manner.
- To provide and take a proactive role in prioritising the delivery of an effective and efficient reception service for the Imaging department and able to respond to the changing demands of the service ensuring high professional standards at all times.
- To work with other team members in implementing any improvements to the efficiency & quality of the service and develop competencies in all areas, whilst keeping up-to-date in their role and providing on-going support to colleagues.
- To contribute to the delivery of a comprehensive administrative and clerical service within Imaging.
- To ensure the successful preparation of appointments covering all Imaging modalities following guidelines/preparations consistent with requested examination, book patients at the reception, and liaise with staff in the department.
Key Result Areas & Performance:
- Responsible to receive patients, carers, relatives and other staff, as they arrive in the department in a pleasant, helpful and caring manner.
- Confirm patients identification and complete any necessary data, e.g. ethnicity, patients telephone number, etc. on to iCare/Cerner and ensuring the data is transferred to the Radiology Information System (RIS)
- Responsible for directing patients through the Imaging department.
- Responsible for handling and assisting patients/visitors with queries of a sensitive nature, explaining procedures in laymans terms, what to expect in procedures such as CT Colonography, MRI Enterography etc., in the absence of a clinical staff, stressing the examination requirements, as per agreed procedures.
- Responsible for following the 10 day rule (IRMER Regulation 2000) when making X-Ray/CT/MRI appointments for female patients.
- Required to liaise with diagnostic coordinator with updates of patient delays i.e. sudden peaks in patient arrivals. Ascertaining the needs of patients and visitors and taking appropriate action, such as advising on waiting times and how to obtain results of examinations.
- Responsible for handling telephone and reception queries from patients, other hospital staff and General Practitioners. This will include advising patients regarding preparation for their examinations and taking details of cancellations ensuring they are acted promptly upon including updating RIS (Radiology Information System) accordingly.
- Responsible for handling enquiries from clinics, doctors and other hospitals requiring a copy of reports and printing and faxing these as necessary.
- Responsible for ensuring that paper referrals received are date/time stamped and then entered onto RIS (waiting list) prior to the appointment letter being sent.
- Responsible for managing electronic referrals from the orders list (via iCare/TQuest) and dealing with deferred orders remaining in the system promptly to ensure no delays to the patient or delays in the department.
- Responsible for booking patients for their examinations and issuing appointment letter to the patient, ensuring that relevant leaflet(s) and any special preparation for the examination are also sent. When booking patients, checking that all booking notes are complied with and the patient is booked appropriately for the correct Radiologist/Radiographer or Sonographers.
- Responsible for maintenance of the waiting list and advising the Imaging Lead Administrator of issues especially possible breaches before they arise so that actions can be taken early to ensure breaches do not occur.
- Responsible for ensuring that all available appointment slots are filled and no slots are lost. Maintaining a cancellation list and ringing patients to attend at short notice.
- Responsible for checking, prioritising referrals and vetting regularly to ensure appointments are promptly allocated. When necessary to liaise with clinical staff for the vetting of procedures not covered in set guidelines.
- Responsible for coordinating patients imaging requirements to coincide with other hospital appointments.
- Responsible for ensuring DNAs (non-attendances) letters are sent to referrer promptly and new appointment letters are sent to the patients. Responsible for ensuring that urgent (or 2 week wait) patients are offered another appointment and when doing so to contact the patient by phone to establish if the appointment is still required.
- Responsible for booking patients in order of priority first in first out to ensure fairness and equality in booking of all appointments. (ACCESS Policy)
- Responsible for taking telephone enquiries and handling appropriately.
- Responsible for working to departmental hours of service, covering other team members during holiday or other absences and offering assistance to other clerical staff in all areas including working cross site when required.
- Required to comply with the Departmental policies, e.g. Care of Information, Telephone Policy.
Personal and People Development
- Expected to attend and participate in departmental staff meetings and other meetings relevant to the post, including regular staff training afternoons.
- Expected to attend relevant study days and in-house lectures including all updates to mandatory training.
Health, Safety & Security
- Expected to ensure that all clerical areas promote a clean, safe and tidy environment.
- Expected to report any unsafe areas to the relevant department.
- Expected to comply with all Health & Safety Regulations including Local Radiation Protection guidelines.
- Expected to ensure lost property is correctly documented and taken to general office on a regular basis.
Service Improvement
- Required for flexible working to cover all duties organising own day to day work, multi-tasking as necessary.
- Required to be flexible for 7 Day working.
- Required to work cross site when required.
- Ability to work independently with minimal supervision, referring items of a complex nature with the Office Co-ordinator or Lead Radiographer of that specific Imaging area.
- Expected to report problems with office equipments to the appropriate personnel, example IT equipment etc.
Quality
- Expected to undertake additional clerical work as instructed within the entire structure of the Imaging Directorate.
General Responsibilities
- To ensure all documents for the administrative office are completed in a timely and efficiently manner.
- To demonstrate a wide range of problem solving skills involving allocation and prioritising of work load
- To promote excellent working relations in order to deliver a high quality service
- At all times adopt a flexible, positive and energetic approach to work so that the Services of the Department of Imaging are promoted and sustained for the benefit of the referring clinician and patients.
- To be familiar with and adhere to Trust and Departmental Policies and Operational Procedures
- To keep up to date with new procedures and systems within the Department and the Trust
- To cover the departments opening hours, ensuring that cover is provided over break time 7 days a week.
- In the event of equipment breakdown (e.g. Office equipment) notify the relevant technical support of the fault and ensure colleagues of such an event are updated. In cases of persistent breakdown the Imaging Lead Administrator/Office Manager is to be informed.
- To ensure a clean, tidy and safe environment in liaison with domestic services, and works and be responsible for the well-being of any personnel and visitors to the Department
- To keep patients informed of any expected waiting periods and delays to appointment times on arrival at reception.
- To undertake other duties as and when required due to changing demands of the service/department as instructed by the Office Co-Ordinator or Lead Administrator.
Person Specification
Qualifications & Training
Essential
- NVQ3 or equivalent.
- Good general education, to include GCSE/CSE English, or equivalent experience.
Experience
Essential
- Previous experience of reception duties, dealing directly with members of the public.
- Confident use of telephone, good telephone manner, able to take and give accurate telephone messages.
- Confident to act on own initiative with minimal supervision.
- Ability to multi-task and also be flexible throughout the day.
- Knowledge and awareness of customer care.
Desirable
- Health Service experience.
Knowledge & Skills
Essential
- Excellent use of a computer/ keyboard skills.
- Able to organise and prioritise own work schedule,
- Able to attend to and direct all patients arriving into the imaging department, (In patients and out patients),
- Ability to work under pressure in a busy working environment and to be able to work independently and as part of a team.
- Good attention to detail for accurate input of data.
- Good communication skills, ability to communicate at all levels.
- Good command of English language.
- Demonstrable experience in dealing with the public in sensitive and confidential information.
- An understanding of information governance.
Desirable
- Working knowledge of Radiology Information System (RIS) and iCare/Cerner computer systems preferred, although full on-going training is provided.
- Able to demonstrate an aptitude for training.
Person Specification
Qualifications & Training
Essential
- NVQ3 or equivalent.
- Good general education, to include GCSE/CSE English, or equivalent experience.
Experience
Essential
- Previous experience of reception duties, dealing directly with members of the public.
- Confident use of telephone, good telephone manner, able to take and give accurate telephone messages.
- Confident to act on own initiative with minimal supervision.
- Ability to multi-task and also be flexible throughout the day.
- Knowledge and awareness of customer care.
Desirable
- Health Service experience.
Knowledge & Skills
Essential
- Excellent use of a computer/ keyboard skills.
- Able to organise and prioritise own work schedule,
- Able to attend to and direct all patients arriving into the imaging department, (In patients and out patients),
- Ability to work under pressure in a busy working environment and to be able to work independently and as part of a team.
- Good attention to detail for accurate input of data.
- Good communication skills, ability to communicate at all levels.
- Good command of English language.
- Demonstrable experience in dealing with the public in sensitive and confidential information.
- An understanding of information governance.
Desirable
- Working knowledge of Radiology Information System (RIS) and iCare/Cerner computer systems preferred, although full on-going training is provided.
- Able to demonstrate an aptitude for training.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
