Job summary
You will provide a comprehensive and efficient reception and, examinations booking service to patients attending the Imaging Department.
They will respond to and deal with a variety of often complex requests in a timely manner, whether by telephone, fax or in person.
The post holder will ensure bookings do not breach the national waiting time standards and managing an efficient process of initial patient assessment for all Imaging request forms.
The post holder will be expected to work independently and manage and prioritise their workload, liaising closely with the wider administration team in the Department.
Main duties of the job
- To act as the first point of contact for all patients as they arrive for their examinations in the Imaging department, and attending to members of the general public seeking information and support regarding Imaging services.
- To act as the first point of contact for other medical staff, planned visitors and delegates who have appointments/meetings within the department. ID badges and security checks are undertaken on first arrival.
- To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff. To provide patients with appropriate and often complex information relating to their examinations.
- To deal with all telephone queries entering the department via the Departmental Call Centre from Patients, General Practitioners, Consultants and other Hospitals, as well as general Departmental matters. This includes changes to appointments, addressing any conflicting appointment information, and requests for images, and fielding calls to radiologists and other members of staff.
- To ensure that all telephone calls into the Call Centre are answered within the agreed time and in line with the Trust telephone standard
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.
Person Specification
Education
Essential
- A Level, NVQ3 or equivalent experience
- Formal Customer Care Training or willingness to undertake
Experience
Essential
- General clerical experience including filing
- Previous NHS experience required
- Knowledge of hospital CERNER patient administration system
- Previous experience of dealing with patients appointment and booking system
Desirable
- Prior experience of working in a healthcare environment Experience of using a Radiology Information System (RIS)
- Knowledge of NHS waiting and booking targets
Skills
Essential
- Excellent oral and written communication skills
- Good telephone manner
- Good keyboard and IT skills
- Ability to input and retrieve data accurately on a computerised system
Desirable
- Proficient use of Microsoft Office (Word & Outlook)
- Desire to learn and develop within the role
Person Specification
Education
Essential
- A Level, NVQ3 or equivalent experience
- Formal Customer Care Training or willingness to undertake
Experience
Essential
- General clerical experience including filing
- Previous NHS experience required
- Knowledge of hospital CERNER patient administration system
- Previous experience of dealing with patients appointment and booking system
Desirable
- Prior experience of working in a healthcare environment Experience of using a Radiology Information System (RIS)
- Knowledge of NHS waiting and booking targets
Skills
Essential
- Excellent oral and written communication skills
- Good telephone manner
- Good keyboard and IT skills
- Ability to input and retrieve data accurately on a computerised system
Desirable
- Proficient use of Microsoft Office (Word & Outlook)
- Desire to learn and develop within the role
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
