Job summary
We are currently looking for an enthusiastic, motivated individual to join our team at the Christie at Macclesfield on a full time basis (37.5 hours per week).
This role includes providing a comprehensive and efficient administrative support service including collation, input and analysis of relevant patient data. Working on his/her own initiative when required, with excellent administration skills, experience in using a range of computer packages and a willingness to undertake a full range of reception and administration duties, in a patient facing role.
Proficiency in the use of patient information systems for appointments and records, ensuring this function is co-ordinated and updated accurately and in a timely manner is a requirement of the role.
To work in conjunction with the clinical and managerial teams to ensure appointment capacity is utilised and the timeliness of patient appointments is monitored.
Responding to any enquiries for the Cancer Support and Information Service in the absence of Support and Information team members
The role will include working a variety of shift times between the hours of 7.30am - 6.00pm on a rota basis and the requirement to work until 8.00pm on occasions.
Main duties of the job
JOB PURPOSE
- To support the Christie@Macclesfield operational leads in delivering a consistent and co-ordinated approach to the operational management of the comprehensive cancer treatment centre.
- To work on the reception desk in a front facing role and also in the office, taking responsibility for all reception duties for patients attending oncology clinics, radiotherapy planning and treatment, chemotherapy treatment, oncology research clinics and other supportive clinics for both The Christie NHS Foundation Trust and East Cheshire NHS Trust and other organisations as required.
- To be proficient in the use of patient information systems for scheduling, booking, and tracking all types of appointment and patient records, ensuring this function is co-ordinated and updated accurately and in a timely manner.
- To work in conjunction with the clinical and managerial teams to ensure appointment capacity is utilised and the timeliness of patient appointments is monitored.
- To work in conjunction with the Acute Oncology Service ensuring smooth running and consistent reporting of alerts for the service.
- To undertake clerical and administrative duties to ensure a comprehensive and efficient administrative support service including collation, input and analysis of relevant patient data.
- To respond to any enquiries for the Cancer Support and Information Service in the absence of Support and Information team members
About us
The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.
Job description
Job responsibilities
KEY DUTIES/RESPONSBILITIES
Work as part of a rota system, focusing on different areas of administrative support, made up of the following:
- Undertake reception duties, including updating patients personal details and organising follow-up appointments or adding patient to waiting list following standard operational procedures.
- Provide support to unit by ensuring accurate recording of treatment and planning data, organising and scheduling patient appointments.
- Maintain patient flow by utilising Patient Flow System.
- Ensure telephone enquiries are dealt with in polite and courteous manner.
- Liaise with Clinical teams to action DNAs following Patient Access Policy.
- Sort, distribute and action incoming mail.
- Be responsible for stock control in areas of work including ordering supplies as directed by manager.
- Use the Christie Web Portal to retrieve missing clinical information as required.
- Maintain accurate patient details in all the patient systems, following the correct procedures to ensure information is up to date for future reference and complies with the Data Protection Act.
- Input departmental statistics using appropriate systems, ensuring submission within given deadlines.
- Ensure patient activity is monitored and recorded in efficient and effective manner.
- Maintain work area in clean, tidy manner at all times ensuring security requirements of office area are met.
- Maintain safe environment for patients, staff and visitors.
- Book shared rooms as directed by operational leads using generic email.
Communication skills
- In a professional and welcoming manner, be first point of contact for patients, carers and visitors coming into the Centre.
- Greet and assist patients with appointment queries, general concerns and signpost to Support and Information as appropriate.
- Provide and receive information using empathy and reassurance skills.
- Liaise with the main Macclesfield Hospital site and between all Christie centres, host sites and community where appropriate.
Knowledge, training & experience
- Up to date knowledge and understanding of how clinics are currently managed.
- Detailed knowledge of Patient Flow System.
- Knowledge of integrated clinical information systems for collation of data for referrals.
- Data input and radiotherapy completion tasks.
- Where applicable, retrieval of medical documents for clinical information including those from other Trusts.
- Compliance with policies, procedures, rules, regulations and departmental protocols.
- Knowledge of the different patient management systems used within the centre (including but not limited to PAS, Medway, Mosaiq and EMIS).
Personal skills
- Maintain a professional and courteous manner at all times.
- Manage the reception service as appropriate ensuring that reception desk is covered at all times and all telephone calls are answered.
- Use analytical and personal skills to assess patient situations such as deciding when issues need to be escalated and support provided.
- Be flexible to the needs of the service
Planning & organisation
- Triage and manage booking forms, booking and scheduling of radiotherapy planning and treatment, chemotherapy treatment, and outpatient appointments within the centre.
- Book patient transport where applicable and deal with transport queries.
- Produce daily clinic lists and diary pages from the patient management systems to cover all clinics held in the unit.
- Using patient management system, ensure all appointments are recorded on the relevant patient administration system i.e. Medway, PAS, EMIS etc.
- Be responsible for stock control in areas of work.
Job description
Job responsibilities
KEY DUTIES/RESPONSBILITIES
Work as part of a rota system, focusing on different areas of administrative support, made up of the following:
- Undertake reception duties, including updating patients personal details and organising follow-up appointments or adding patient to waiting list following standard operational procedures.
- Provide support to unit by ensuring accurate recording of treatment and planning data, organising and scheduling patient appointments.
- Maintain patient flow by utilising Patient Flow System.
- Ensure telephone enquiries are dealt with in polite and courteous manner.
- Liaise with Clinical teams to action DNAs following Patient Access Policy.
- Sort, distribute and action incoming mail.
- Be responsible for stock control in areas of work including ordering supplies as directed by manager.
- Use the Christie Web Portal to retrieve missing clinical information as required.
- Maintain accurate patient details in all the patient systems, following the correct procedures to ensure information is up to date for future reference and complies with the Data Protection Act.
- Input departmental statistics using appropriate systems, ensuring submission within given deadlines.
- Ensure patient activity is monitored and recorded in efficient and effective manner.
- Maintain work area in clean, tidy manner at all times ensuring security requirements of office area are met.
- Maintain safe environment for patients, staff and visitors.
- Book shared rooms as directed by operational leads using generic email.
Communication skills
- In a professional and welcoming manner, be first point of contact for patients, carers and visitors coming into the Centre.
- Greet and assist patients with appointment queries, general concerns and signpost to Support and Information as appropriate.
- Provide and receive information using empathy and reassurance skills.
- Liaise with the main Macclesfield Hospital site and between all Christie centres, host sites and community where appropriate.
Knowledge, training & experience
- Up to date knowledge and understanding of how clinics are currently managed.
- Detailed knowledge of Patient Flow System.
- Knowledge of integrated clinical information systems for collation of data for referrals.
- Data input and radiotherapy completion tasks.
- Where applicable, retrieval of medical documents for clinical information including those from other Trusts.
- Compliance with policies, procedures, rules, regulations and departmental protocols.
- Knowledge of the different patient management systems used within the centre (including but not limited to PAS, Medway, Mosaiq and EMIS).
Personal skills
- Maintain a professional and courteous manner at all times.
- Manage the reception service as appropriate ensuring that reception desk is covered at all times and all telephone calls are answered.
- Use analytical and personal skills to assess patient situations such as deciding when issues need to be escalated and support provided.
- Be flexible to the needs of the service
Planning & organisation
- Triage and manage booking forms, booking and scheduling of radiotherapy planning and treatment, chemotherapy treatment, and outpatient appointments within the centre.
- Book patient transport where applicable and deal with transport queries.
- Produce daily clinic lists and diary pages from the patient management systems to cover all clinics held in the unit.
- Using patient management system, ensure all appointments are recorded on the relevant patient administration system i.e. Medway, PAS, EMIS etc.
- Be responsible for stock control in areas of work.
Person Specification
Qualifications
Essential
- GCSE passes in English and Maths or equivalent
- Apprenticeships will be candidate specific based on skills and qualifications relevant to this post.
Desirable
- AMSPAR Diploma (Association of Medical Secretaries and Practice Administrators and Receptionists Diploma)
Knowledge
Essential
- Understanding of confidentiality and the Data Protection Act 1998
- Understanding of Safeguarding
Desirable
- Awareness of current NHS priorities and targets
- Awareness of NHS policies
- Awareness of cancer and its treatments
Skills
Essential
- Effective communication, team working and customer care skills
- Excellent literacy, numeracy and IT skills
- Able to work using own initiative following standard operating procedures.
- Ability to work under pressure coping with frequent interruptions/requests.
- Problem solving skills
Experience
Essential
- Previous NHS Hospital administrative experience
- Customer service experience
- Record keeping
- Contact with members of the public in a work environment
Desirable
- Previous experience of Oncology patient management systems/ Patient administration system
- Awareness of NHS Procedures
- Experience of working within a healthcare environment
PERSONAL ATTRIBUTES
Essential
- Be able to work within a team environment
- Ability to work to deadlines and prioritise tasks
- Computer literacy
- Ability to liaise with other departments and agencies
- Attention to detail is paramount
- Ability to cope with distressed patients and families.
- Excellent communication and interpersonal skills
- Reliable
- Available to work flexibly/ Weekends / short notice
Person Specification
Qualifications
Essential
- GCSE passes in English and Maths or equivalent
- Apprenticeships will be candidate specific based on skills and qualifications relevant to this post.
Desirable
- AMSPAR Diploma (Association of Medical Secretaries and Practice Administrators and Receptionists Diploma)
Knowledge
Essential
- Understanding of confidentiality and the Data Protection Act 1998
- Understanding of Safeguarding
Desirable
- Awareness of current NHS priorities and targets
- Awareness of NHS policies
- Awareness of cancer and its treatments
Skills
Essential
- Effective communication, team working and customer care skills
- Excellent literacy, numeracy and IT skills
- Able to work using own initiative following standard operating procedures.
- Ability to work under pressure coping with frequent interruptions/requests.
- Problem solving skills
Experience
Essential
- Previous NHS Hospital administrative experience
- Customer service experience
- Record keeping
- Contact with members of the public in a work environment
Desirable
- Previous experience of Oncology patient management systems/ Patient administration system
- Awareness of NHS Procedures
- Experience of working within a healthcare environment
PERSONAL ATTRIBUTES
Essential
- Be able to work within a team environment
- Ability to work to deadlines and prioritise tasks
- Computer literacy
- Ability to liaise with other departments and agencies
- Attention to detail is paramount
- Ability to cope with distressed patients and families.
- Excellent communication and interpersonal skills
- Reliable
- Available to work flexibly/ Weekends / short notice
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.
