About this role
Job summary
The post holder will provide comprehensive administrative and secretarial support to the Radiology Department, combining appointment booking, waiting list management and medical secretarial duties to support the effective delivery of diagnostic imaging services.
The role will act as a key point of contact for patients, referrers, consultants, radiographers and administrative colleagues, ensuring that appointments are booked efficiently, referrals are managed appropriately, and correspondence is processed accurately and in a timely manner.
Working within a busy multidisciplinary environment, the post holder will contribute to the achievement of national access standards, excellent patient experience and the smooth running of Radiology services across all modalities.
The role includes responsibility for appointment scheduling, telephone enquiries, waiting list management, consultant administrative support and maintenance of accurate patient records.
By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one or both of our innovative hospitals.
Main duties of the job
The post holder will possess significant administrative experience gained within a busy office environment, with a proven ability to manage competing priorities and work accurately under pressure. They will demonstrate excellent communication and customer service skills, including experience of dealing effectively with members of the public in a professional and compassionate manner. Strong organisational and prioritisation skills are essential, together with good keyboard and IT skills and experience of using Microsoft Office applications. The role requires a high level of accuracy in data entry and record maintenance, an understanding of the importance of confidentiality, and the ability to handle sensitive information appropriately. The successful candidate will be capable of working both independently and as part of a multidisciplinary team. Previous NHS experience, medical secretarial experience, appointment booking or outpatient scheduling experience, and experience working within a Radiology or Diagnostic Imaging environment would be advantageous.
About us
We take pride in placing people at the centre of everything we do, working together as a united team. Driven by a shared ambition to continually grow, develop, and learn, we recognise and value every contribution. By combining our experience and skills, we not only support our vibrant, diverse communities, but also support one another.
With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the Southwest region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one or both of our innovative hospitals.
As well as generous annual leave allowance, you will have access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.
Job description Job responsibilities
1.Key Responsibilities
Book, amend, cancel and reschedule radiology appointments in accordance with departmental procedures.
Ensure appointments are allocated appropriately according to clinical priority and modality capacity.
Manage patient appointment enquiries by telephone, email and written correspondence.
Provide patients with preparation instructions and information regarding their examinations.
Monitor waiting lists and support the achievement of national and local access targets.
Escalate capacity issues, delayed appointments and pathway concern to the appropriate manager.
Record and manage DNAs (Did Not Attend) and cancelled appointments in line with Trust policy.
Support utilisation of imaging lists to maximise efficiency and reduce wasted capacity.
Monitor referrals and take appropriate action to progress patient pathways.
Provide administrative support to Radiologists, Consultants and Clinical Teams.
Support management of consultants leave documentation and diary administration.
Track and manage actions arising from consultant communications.
Process rejected or redirected referrals and ensure communication with referrers as required.
Support administration of private patient activity where applicable.
2.Communication and working relationships
Act as a professional and courteous first point of contact for patients, carers and healthcare professionals.
Respond to enquiries in a timely and compassionate manner.
Liaise with consultants, radiographers, nurses, operational managers and administrative teams.
Communicate effectively with external organisations such as GP practices and other healthcare providers.
Take and relay accurate messages ensuring timely follow-up.
3.Information Management
Maintain accurate patient information on RIS, PAS, EPR and other Trust systems.
Ensure data quality standards are maintained.
Comply with Information Governance, GDPR and confidentiality requirements.
4.Service Improvement
Contribute to service improvement initiatives.
Identify opportunities to improve administrative pathways and patient experience.
Participate in departmental meetings and training sessions.
Support departmental projects as requested by management.
5.General Responsibilities
Work flexibly across Radiology administration functions.
Always maintain professional standards.
Adhere to Trust policies, procedures and values.
Undertake mandatory training and participate in annual appraisal and personal development planning.
Prolonged use of telephone and computer systems.
Carry out any other duties
Person Specification
Qualifications Essential
GCSE English and Mathematics Grade 4/C or above (or equivalent) Evidence of administrative training or experience Competent in Microsoft Office Applications
Desirable
NVQ in Administration level 3 or equivalent
Experience Essential
Experience communicating with the public by telephone and in person Experience working as part of a multidisciplinary team Experience working as part of a multidisciplinary team Experience organising appointments, schedules or diaries
Desirable
Previous administrative experience in a busy office environment Medical secretarial experience Experience using PAS, RIS, EPR or NHS system
Knowledge and Skills Essential
Awareness of confidentiality and GDPR requirements Ability to manage and prioritise a varied workload Ability to adapt to changing priorities and service demands High level of attention to detail and data accuracy
Desirable
Knowledge of Radiology services and imaging pathways Understanding of waiting list validation and capacity management Understanding of NHS Patient Experience standards Knowledge of NHS referral-to-treatment pathways
Personal Attributes Essential
Ability to remain calm under pressure in a busy environment Able to work independently and use initiative appropriately Understands the importance of handling sensitive information Demonstrates empathy and compassion when dealing with patients and relatives Professional and courteous manner at all times
Desirable
A commitment to continuous improvement and learning
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 Gloucestershire Hospitals NHS Foundation Trust
Address Gloucestershire Royal Hospital
Gloucester
GL1 3NN
United Kingdom
Employer's website https://www.gloshospitals.nhs.uk/ (Opens in a new tab)