Job summary
In this pivotal role, you'll be the first point of contact for patients referred urgently with suspected cancer, you will be responsible for ensuring they are booked into the right clinics, supported through emotional conversations, and guided swiftly through the system with empathy and precision. You'll liaise with GPs, secretaries, and clinical teams to manage referrals via ERS and PAS.
You will be working in a fast-paced environment, have a keen eye for detail, and want to be part of a team that's transforming cancer pathways with care and urgency. You will need to be confident and compassionate when speaking with patients, carers, and clinical team. You will also need to be comfortable managing referrals, booking appointments, and updating patient records. In addition, you will also need to have a keen eye for detail, be capable of managing your own workload and willing to support colleagues and escalate issues when needed.
Main duties of the job
- To ensure that all urgent suspected cancer referrals received into the hospital via varying routes are actioned and have an appointment within 14 days and any issues with appointments are escalated appropriately
- To liaise with patients regularly regarding their initial appointments.
- To provide an excellent service to both external and internal users and to ensure that a complete, effective and patient focused approach is maintained at all times.
- To be responsible for managing and prioritising own workload and required to use own initiative.
About us
Harrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East.
At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality. If you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, HDFT could be the place for you!
We offer colleagues:
- A supportive culture so colleagues can bring their whole selves to work.
- Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.
- Employee Support and wellbeing - we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast-track Physiotherapy service.
Please note:
- Due to high levels of interest, posts may close early if we reach a sufficient number of applications
- Visa sponsorship is only available for certain roles. Please ensure the role you are interested in meets the criteria for a visa before submitting your application.
- Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles.
- All job offers are subject to satisfactory pre-employment checks.
Job description
Job responsibilities
- Deal with telephone, written, electronic enquires from external and internal sources as appropriate and in a timely and courteous manner
- Be responsible for contacting patients by telephone to arrange appointments and to cancel or change and re book accordingly
- Be responsible for booking Urgent Suspected Cancer appointments, ensuring all relevant information is enclosed and speaking with patients, relatives and carers regarding their cancer referral, to encourage them to attend the appointment within 14 days where necessary
- Regularly deal with telephone communications from patients with a potentially distressing or emotional content
- Liaise with GPs, surgery secretaries and relationship colleagues across the HDFT patch regarding any issues, errors or anomalies
- Review all referrals daily to ensure patients are booked into the correct service/clinic type, and send any leaflets and information to the patient as necessary; redirect to correct service types if needed
- For referrals that are triaged, ensure all Urgent Suspected Cancer referral forms are attached correctly for review; process the missing referrals worklist on ERS (Electronic Referral System) and liaise with the GP surgeries
- Use the Patient Administration System (PAS) and ERS to check for DNAs and cancellations and rebook or close down the referral as necessary this will usually include telephoning the patient
- Ensure all demographic details are accurately recorded and proactively encourage the recording of mobile numbers
- Manage own workload, using own initiative, seeking advice where necessary from the line manager ensuring confidentiality is maintained at all times
- Assist the Patient Pathway Coordinators and Cancer Pathway Lead with queries and reports when necessary
- Maintain confidentiality in respect of information obtained at all times
- Additional information can be found in the attached job description and personal specification
Job description
Job responsibilities
- Deal with telephone, written, electronic enquires from external and internal sources as appropriate and in a timely and courteous manner
- Be responsible for contacting patients by telephone to arrange appointments and to cancel or change and re book accordingly
- Be responsible for booking Urgent Suspected Cancer appointments, ensuring all relevant information is enclosed and speaking with patients, relatives and carers regarding their cancer referral, to encourage them to attend the appointment within 14 days where necessary
- Regularly deal with telephone communications from patients with a potentially distressing or emotional content
- Liaise with GPs, surgery secretaries and relationship colleagues across the HDFT patch regarding any issues, errors or anomalies
- Review all referrals daily to ensure patients are booked into the correct service/clinic type, and send any leaflets and information to the patient as necessary; redirect to correct service types if needed
- For referrals that are triaged, ensure all Urgent Suspected Cancer referral forms are attached correctly for review; process the missing referrals worklist on ERS (Electronic Referral System) and liaise with the GP surgeries
- Use the Patient Administration System (PAS) and ERS to check for DNAs and cancellations and rebook or close down the referral as necessary this will usually include telephoning the patient
- Ensure all demographic details are accurately recorded and proactively encourage the recording of mobile numbers
- Manage own workload, using own initiative, seeking advice where necessary from the line manager ensuring confidentiality is maintained at all times
- Assist the Patient Pathway Coordinators and Cancer Pathway Lead with queries and reports when necessary
- Maintain confidentiality in respect of information obtained at all times
- Additional information can be found in the attached job description and personal specification
Person Specification
Personal Specifications
Essential
- Good standard of education to GCSE standard (4 GCSE grade A* - C) or equivalent including Maths and English
- Recent relevant experience of working within a healthcare setting
- Experience of working in a telephone environment
- Knowledge of HDFT systems including PCS, ERS, Outpatient Bookings process, WebV
- Computer literate and numerate
Desirable
- Previous experience working in Medical Records
- Previous experience of booking outpatient appointments
Person Specification
Personal Specifications
Essential
- Good standard of education to GCSE standard (4 GCSE grade A* - C) or equivalent including Maths and English
- Recent relevant experience of working within a healthcare setting
- Experience of working in a telephone environment
- Knowledge of HDFT systems including PCS, ERS, Outpatient Bookings process, WebV
- Computer literate and numerate
Desirable
- Previous experience working in Medical Records
- Previous experience of booking outpatient appointments
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).
