Job summary
Internal secondments must be agreed with your current line manager.
Due to the increasing number of patient referrals for diagnostic medical imaging, we are looking to recruit a Telephonist / Clerical Officer to join the wider administration & clerical team; playing a significant part in maintaining our levels of service.
This is the ideal opportunity for someone with an excellent telephone manner, good IT & administration skills who is looking to join a great team in a very busy diagnostics department.
Main duties of the job
ROLE OVERVIEW
The post holder will be:
- Responsible for answering incoming calls to the department, booking x-ray appointments, answering general queries about wider portfolio of medical imaging examinations (e.g. MRI, CT, etc.) and, where necessary, directing calls as appropriate to dedicated appointments team, etc.
- Making outgoing calls to patients regarding their appointments, verbally confirming, etc.
- Maintaining the preparation and flow of patient data / information, hard copy or electronic, ensuring that all data / information is maintained to the agreed quality standard and available at the right time and place.
- Providing cover for departmental Receptionists on a ad hoc basis as required.
About us
Mid Cheshire Hospitals NHS Foundation Trust (MCHFT) provides good quality, safe and effective healthcare to the people of Cheshire and beyond.
The Trust, which manages Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford, was established as an NHS Trust in April 1991 and became a Foundation Trust in April 2008.
We employ almost 5,000 members of staff, provide around 540 hospital beds, with a range of services including accident and emergency, maternity, outpatients, therapies, and children's health.
The Trust is also part of Central Cheshire Integrated Care Partnership (CCICP), a unique local health partnership that provides a range of community services for people across South Cheshire and Vale Royal.
During the Coronavirus pandemic, the Trust was recognised nationally for its 'Be Safe Be EquiPPEd' campaign, which aimed to make the Trust as safe as possible for staff and patients, through supporting the correct use of PPE.
At Mid Cheshire, we value our staff and appreciate that in order to give our patients the best quality, compassionate care, we also need to look after our colleagues.
Job description
Job responsibilities
MAIN TASKS & RESPONSIBILITIES
Service Delivery
- Provide a comprehensive clerical service to the Department, undertaking all relevant work-related tasks including retrieval, preparation and filing of patient information / data, arranging transport, booking appointments, correspondence, photocopying, emailing, distributing reports and letters according to the requirements of the service, where appropriate,
- Maintain systems and process to ensure that patient information/data is available at the right time, that they are in the right place, and that they are complete and accurate according to the agreed quality standard,
- Update patient information/data when patients have been seen, according to the agreed quality standard, locate and retrieve supplementary documentation for patient information/data as required, filing diagnostic reports and essential documents in the appropriate place,
- Be able to use the required electronic systems for telephone calls, image transfers, correspondence, clinic management and the retrieval of results, as and when required.
- Maintain constructive relationships with others, within and across Divisions and externally in order to improve the effectiveness and efficiency of services to patients,
Governance
- Establish and maintain effective communication, and confidentiality of information,
- Assist with the monitoring of standards, e.g. benchmarking, audit, and assist with the implementation of action plans to improve quality of services,
- Assist with the implementation of action plans, arising from risk reports/complaints,
- Ensure compliance with Trust policies, procedures and guidelines, taking action/alerting senior management team if practice appears to contravene policy, or if concerned about any aspect of patient care.
Job description
Job responsibilities
MAIN TASKS & RESPONSIBILITIES
Service Delivery
- Provide a comprehensive clerical service to the Department, undertaking all relevant work-related tasks including retrieval, preparation and filing of patient information / data, arranging transport, booking appointments, correspondence, photocopying, emailing, distributing reports and letters according to the requirements of the service, where appropriate,
- Maintain systems and process to ensure that patient information/data is available at the right time, that they are in the right place, and that they are complete and accurate according to the agreed quality standard,
- Update patient information/data when patients have been seen, according to the agreed quality standard, locate and retrieve supplementary documentation for patient information/data as required, filing diagnostic reports and essential documents in the appropriate place,
- Be able to use the required electronic systems for telephone calls, image transfers, correspondence, clinic management and the retrieval of results, as and when required.
- Maintain constructive relationships with others, within and across Divisions and externally in order to improve the effectiveness and efficiency of services to patients,
Governance
- Establish and maintain effective communication, and confidentiality of information,
- Assist with the monitoring of standards, e.g. benchmarking, audit, and assist with the implementation of action plans to improve quality of services,
- Assist with the implementation of action plans, arising from risk reports/complaints,
- Ensure compliance with Trust policies, procedures and guidelines, taking action/alerting senior management team if practice appears to contravene policy, or if concerned about any aspect of patient care.
Person Specification
Experience
Essential
- Previous Clerical &/or Customer Care experience.
Desirable
- Dealing with General Public
Qualifications
Essential
- GCSE Maths & English Qualification
- Demonstrable working experience (equivalent to NVQIII or above)
- Demonstrable MS Office Skills
- IT confidence / competency
- RSA II Typing (or equivalent)
Desirable
Specific Job Requirements
Essential
- Experience of working in a pressurised & reactive environment
- Ability to empathise with people, showing understanding for patients and relatives needs
- Full UK Driving Licence
Desirable
- Ability to solve problems & make decisions under pressure
Skills, Knowledge & Competencies
Essential
- General communication & interpersonal skills
- Communicate and interact with a multidisciplinary team
- Problem solve and adapt to change
- Work independently and prioritise own workload
- Methodical / logical thinker
- Excellent telephone manner
Desirable
- Working knowledge of Data Protection Act
- General knowledge of Freedom of Information Act
Person Specification
Experience
Essential
- Previous Clerical &/or Customer Care experience.
Desirable
- Dealing with General Public
Qualifications
Essential
- GCSE Maths & English Qualification
- Demonstrable working experience (equivalent to NVQIII or above)
- Demonstrable MS Office Skills
- IT confidence / competency
- RSA II Typing (or equivalent)
Desirable
Specific Job Requirements
Essential
- Experience of working in a pressurised & reactive environment
- Ability to empathise with people, showing understanding for patients and relatives needs
- Full UK Driving Licence
Desirable
- Ability to solve problems & make decisions under pressure
Skills, Knowledge & Competencies
Essential
- General communication & interpersonal skills
- Communicate and interact with a multidisciplinary team
- Problem solve and adapt to change
- Work independently and prioritise own workload
- Methodical / logical thinker
- Excellent telephone manner
Desirable
- Working knowledge of Data Protection Act
- General knowledge of Freedom of Information Act
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).
