Senior Business Operations Officer

Job description

Job responsibilities

Key Responsibilities

The post holder will work on site collaborating closely with PET Centre staff to deliver time-sensitive clinical

and research scanning as well as ensuring positive patient experience and cooperation with internal and external staff.

The post holder will ensure that queries and requests for assistance are responded to in a timely and

accurate manner and that advice and training around business operations activity is provided where necessary.

General Duties

Supervision, motivation and co-ordination of a team of clerical staff and manage any other staff issues

which arise, and seeking appropriate assistance from Senior Management, eventually escalating to

Human Resource Department if necessary.

To ensure that clinical and research referrals for PET scanning are processed in a timely and efficient

manner from receipt through to generation of scan report and delivery to referring team. These processes

will need to be compliant with Access Policies as well as PET Contract KPIs.

To maintain and utilise departmental and hospital documentation and databases accurately and

efficiently ensuring that patient information is logged correctly.

Establish and maintain productive links with the referrers and their administrative team to ensure that all

ongoing request and MDM preparation and information is provided and carried out promptly.

Responsible for the team using EPIC for booking referral appointments, patient information and reports as

well as MIM, SECTRA and IEP for image transfer.

Using e-procurement to order and manage stationary and other consumable supplies for the Centre

ensuring best value for money.

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To provide cover in preparation of weekly MDMs, uploading scan images, transferring images (both

internal and external) to the correct MDM folder via IEP to PACs or Hermes in a timely and professional

manner, in absence of PET Data Imaging Processing Officer.

Analyse and support with complaints within the root cause when necessary along with the PET User

Access Manager.

Communication & networking:

Communicate effectively with all staff in the PET centre including radiographers, senior staff, technical

staff, and researchers within the KCL and Guys & St Thomas NHS Foundation Trust, externally and internally.

To act as a focal point for matters relating to the department activities and questions addressed to PET

User Access Manager or PET Service Manager, including being the first point of contact for visitors and

those making enquiries.

To provide a high-profile public image for the Department when dealing with visitors, telephone enquiries,etc.

To receive telephone calls in a professional, friendly manner with the ability to remain calm and polite

under pressure, taking messages, redirecting as appropriate or acting on as appropriate.

Facilitate good working relationships between members of the PET Centre staff and personnel in other

KCL and Trust departments.

Maintain effective links between the PET centre and client sites and other relevant groups/organisations.

Decision making, planning & problem solving:

Involves a high level of personal responsibility and independent unsupervised work where the workload is diverse and complex.

Day to day decision making and problem solving to deal with issues and incidents as they occur in the administrative running of the departmental service, providing timely escalation to Line Manager and Senior Management.

Be first point of contact to resolve/coordinate appointment, logistical, scheduling etc. problems and

direct queries to other staff as necessary.

Team work, teaching & learning support:

Identifying administrative staff training needs and recommending in-house or external courses to meetthese needs.

Manage inductions and training updates of administrative staff, ensuring all aspects of induction are completed and health and safety are complied with. Post holder will also need to keep training matrix of

staff updated as for governance compliance requirement.

Work as part of multidisciplinary team of doctors, physicists, admin, radiography and radiochemistry staff.

Co-ordinate and contribute to department activities and programme as directed by the PET User Access Manager

Sensory/physical demands & work environment

Use of variety of IT equipment in particular high-quality display and recording information devices e.g.

document scanners, digital dictation devices etc.

Leading and performing administrative tasks, scan appointments, report turnaround and financial

dealings to very concise timelines.

Direct complaints to the PET User Access Manager and PET Service Manager as required.

Working flexibly as dictated by clinical workload schedules and the essential report turnaround for

inpatients, research, MDM and urgent patients' requirements.

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The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake

such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Our Expectations

There are a number of duties and responsibilities that we ask all employees to be familiar with and adhere to.

Positively contributes to an environment at Kings that truly represents our Principles in Action and

where every individual feels safe, secure and supported.

Always comply with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.

Ensure you are working in a safe environment, where you complete with our Health and Safety

regulations, and ensure confidentiality, only releasing confidential information obtained during the course of employment to those acting in an official capacity.

Comply with Kings protocols on the appropriate use of telephone, email and internet facilities.

Person Specification

Qualifications

Essential

• Essential Application Test/Assessment Interview
• 1. Solid understanding of a range of complex business
• operations processes and their use - acquired through
• relevant work experience.
• 2. Experience of working in a clinical environment with high
• level administrative duties and patient facing role.
• 3. Effective at working independently, and as part of a team,
• able to take own initiative and decisions with a proactive
• approach to problem solving.
• 4. Excellent numeracy skills and the ability to manipulate and
• present data in an accessible format which will inform
• decision making.
• 5. Proficient IT skills in particular Microsoft Office 365
• applications (including Excel, Word, PowerPoint,
• SharePoint, MS Forms & Power BI reporting) and experience
• of utilising digital technology in day-to-day work.
• 6. Proven good communication, comprehension and
• interpersonal skills in order to receive, understand and relay
• information (in writing & verbally) being compliant with
• patient confidentiality policies.
• 7. Experience of empathically engage with patients and
• relatives as well as collaborate efficiently with different
• professional groups
• 8. Excellent task management and analysis skills and ability to
• work under pressure in a busy environment with a record of
• delivering on time and within budget. Willing to work flexible
• hours

Desirable

• 1. Experience of managing staff, giving feedback on
• performance levels and/or providing supervision, training,
• and coaching.
• 2. Experience of working in diagnostic imaging department
• 3. Ability to actively collaborate in service improvement
• projects.

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.

Employer details

Employer name

Kings College London

Address

249 Westminster Bridge Road

London

SE1 7EH

Employer's website

https://www.kcl.ac.uk (Opens in a new tab)