Job summary
Band 2 Imaging Call Hander/Admin
Are you looking for an exciting career in the NHS, with great colleagues, paid annual leave, staff benefits?
We are recruiting a part time Imaging Call Handler/Administrator to work Monday Tuesday Friday 8.45 to 4.45pm
You will answer incoming calls from patients telephoning the Imaging department.
You will need to be able to follow a script and book straightforward Plain Film X-rays, confirm appointments, answer general queries and acquire knowledge to be able to transfer calls to the relevant team member for more complex queries.
You will need to provide clear and consise details to patients as well as participate in general office duties as and when required.
You will need to be educated to NVQ 2, GCSE level or equivalent, be an excellent communicator, have a good eye for details and have excellent attention to detail whilst working under pressure. It is essential that you are able to work well in a team and be able to manage and complete tasks on your own.
Experience and knowledge of the Imaging terminology is desirable and experience in a hospital office environment would be advantageous, however full training will be given.
To find out more about working within Imaging, watch our video.
Main duties of the job
Provide a comprehensive call handling and administration service for patients contacting North Bristol NHS Trust Imaging Department, updating the CRIS (Computerised Radiology Information System) and accurately pass messages to the relevant Booking Teams.
About us
NBT Cares. It's a very simple statement; one which epitomises how everybody across our organisation goes the extra mile to ensure our patients get the best possible care.
NBT Cares is also an acronym, standing for caring, ambitious, respectful and supportive - our organisational values.
And our NBT Cares values are underpinned by our positive behaviours framework - a framework that provides clear guidance on how colleagues can work with one another in a constructive and supportive way.
Job description
Job responsibilities
- Act as first point of contact for patients telephoning the Imaging Contact Centre.
- Confidently deal with queries coming into the department via telephone
- Adhere to appropriate booking rules when rescheduling and cancelling appointments
- Record the relevant information in CRIS and Lorenzo when appropriate
- Answer general queries regarding appointments and the hospital as appropriate.
- Respond and resolve patient queries where appropriate in line with departmental guidelines.
- Handle personal and confidential patient related information in a sensitive manner
- Receive and accurately pass on information to relevant personnel/teams.
- Maintain and update accurate patient details including attendance, personal and appointment details on the Computerised Radiology Information Systems (CRIS) and the PAS system (Lorenzo)
- Ensure that the relevant procedure for booking transport is followed.
- Send out appointment letters as and when required.
- Participate in all relevant aspects of Administration
- Ensure any compliments and complaints, from any source, are reported immediately to their Line Manager.
- Form and maintain good working relationships with all linked professionals and colleagues in the department
- Adhere to the Trust and Departmental policies, procedures and guidelines
These will include:
- Health & Safety
- Quality Assurance
- Infection Control
- Major Incidents
- Dress code
- Sickness absence
- Punctuality etc.
- Participate in Annual Appraisal reviews with a nominated appraiser.
- Co-operate fully in the introduction of new technology and of new methods of working as appropriate to the work of a Trust call handler.
- Demonstrate tasks to new and current staff.
- Report all incidents of injury to themselves or patients to a line manager and complete appropriate incident form.
- To undertake any such duties commensurate with the grading of the post and the post holder should treat this job outline as flexible as it will be amended as the service requirements and/or needs of the position develop
- Form and maintain good working relationships with all linked professionals and colleagues in the department
- Adhere to the Trust and Departmental policies, procedures and guidelines
These will include:
- Health & Safety
- Quality Assurance
Job description
Job responsibilities
- Act as first point of contact for patients telephoning the Imaging Contact Centre.
- Confidently deal with queries coming into the department via telephone
- Adhere to appropriate booking rules when rescheduling and cancelling appointments
- Record the relevant information in CRIS and Lorenzo when appropriate
- Answer general queries regarding appointments and the hospital as appropriate.
- Respond and resolve patient queries where appropriate in line with departmental guidelines.
- Handle personal and confidential patient related information in a sensitive manner
- Receive and accurately pass on information to relevant personnel/teams.
- Maintain and update accurate patient details including attendance, personal and appointment details on the Computerised Radiology Information Systems (CRIS) and the PAS system (Lorenzo)
- Ensure that the relevant procedure for booking transport is followed.
- Send out appointment letters as and when required.
- Participate in all relevant aspects of Administration
- Ensure any compliments and complaints, from any source, are reported immediately to their Line Manager.
- Form and maintain good working relationships with all linked professionals and colleagues in the department
- Adhere to the Trust and Departmental policies, procedures and guidelines
These will include:
- Health & Safety
- Quality Assurance
- Infection Control
- Major Incidents
- Dress code
- Sickness absence
- Punctuality etc.
- Participate in Annual Appraisal reviews with a nominated appraiser.
- Co-operate fully in the introduction of new technology and of new methods of working as appropriate to the work of a Trust call handler.
- Demonstrate tasks to new and current staff.
- Report all incidents of injury to themselves or patients to a line manager and complete appropriate incident form.
- To undertake any such duties commensurate with the grading of the post and the post holder should treat this job outline as flexible as it will be amended as the service requirements and/or needs of the position develop
- Form and maintain good working relationships with all linked professionals and colleagues in the department
- Adhere to the Trust and Departmental policies, procedures and guidelines
These will include:
- Health & Safety
- Quality Assurance
Person Specification
Education Training Qualification
Essential
- Educated to GCSE grade C in Maths and English or equivalent
- NVQ2 Customer Care or relevant experience
- Knowledge of IT systems
Desirable
- Knowledge of Medical Terminology
Work Experience
Essential
- Experience of telephone, clerical admin duties
- Must be able to work as a member of a team, evidence working to tight deadlines
- Experience of time management skills and prioritising work
Peronal qualities
Essential
- Able to communicate with the public and collegues over the telphone
- Able to meet the physical aspects of thr role
- Confident and sympathetic when dealing with patients
Knowledge & Skills
Essential
- Must be able to produce work of a high standard
- Demononstrate ability to work on multiple tasks with interuptions from more than one service user
Person Specification
Education Training Qualification
Essential
- Educated to GCSE grade C in Maths and English or equivalent
- NVQ2 Customer Care or relevant experience
- Knowledge of IT systems
Desirable
- Knowledge of Medical Terminology
Work Experience
Essential
- Experience of telephone, clerical admin duties
- Must be able to work as a member of a team, evidence working to tight deadlines
- Experience of time management skills and prioritising work
Peronal qualities
Essential
- Able to communicate with the public and collegues over the telphone
- Able to meet the physical aspects of thr role
- Confident and sympathetic when dealing with patients
Knowledge & Skills
Essential
- Must be able to produce work of a high standard
- Demononstrate ability to work on multiple tasks with interuptions from more than one service user
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).
