About this role
Job summary
We are looking for a dynamic and highly motivated individual to be part of our team.
The post holder will provide a comprehensive and efficient reception and, examinations booking service to patients attending the Imaging Department. To respond to and deal with a variety of often complex requests in a timely manner, whether by telephone, fax or in person.
The post holder will ensure bookings do not breach the national waiting time standards and managing an efficient process of initial patient assessment for all Imaging request forms.
The post holder will be expected to work independently and manage and prioritise their workload, liaising closely with the wider administration team in the Department. To work under the direction and supervision of the Reception Supervisor/Operational Lead.
This is a fantastic opportunity for you to progress within the NHS in an administrative role.
Main duties of the job
To act as the first point of contact for all patients as they arrive for their examinations in the Imaging department, and attending to members of the general public seeking information and support regarding Imaging services. To act as the first point of contact for other medical staff, planned visitors and delegates who have appointments/meetings within the department. ID badges and security checks are undertaken on first arrival. To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff. To provide patients with appropriate and often complex information relating to their examinations. To deal with all telephone queries entering the department via the Departmental Call Centre from Patients, General Practitioners, Consultants and other Hospitals, as well as general Departmental matters. The post holder must be able to triage all calls appropriately as well as deal empathetically with people who may be bereaved, distressed or angry using tact, persuasion and discretion and assessing priorities and initiating action as required. To provide an agreed level of general and clinical information relating to test and investigations, using sound judgement to know when to pass the caller on to a member of the clinical team and when to deal with directly.
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Environmental sustainabilityClimate change and poor air quality is a health emergency that harms people's health and wellbeing and widens health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan.
Job description Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person Specification
Education Essential
A Level, NVQ3 or equivalent experience Formal Customer Care Training or willingness to undertake
Experience Essential
General clerical experience including filing Previous NHS experience Knowledge of hospital CERNER patient administration system Previous experience of dealing with patients appointment and booking system Experience of having working relationships with clinicians, GPs, managers, consultants and other clinical staff.
Desirable
Prior experience of working in a healthcare environment Experience of using a Radiology Information System (RIS) Knowledge of NHS waiting and booking targets
Skills/knowledge/ abilities Essential
Ability to input and retrieve data accurately on a computerised system Ability to manage difficult situations Ability to work within a team as well as independently with a professional approach towards work and colleagues Able to communicate sensitive and contentious information to Patients
Desirable
Proficient use of Microsoft Office (Word & Outlook) Desire to learn and develop within the role
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.
Certificate of Sponsorship 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).
Employer details Employer name Imperial College Healthcare NHS Trust
Address Trust Wide
London
W2 1NY
United Kingdom
Employer's website https://www.imperial.nhs.uk/ (Opens in a new tab)