About this role
Job summary Band 2 Administrator/Receptionist Outpatients, Department 1 ORTC.
There are two parts to this role in which you will be working closely alongside another receptionist and liaising closely with our wonderful team.
The job involves welcoming patients with many different malignancies via face to face and speaking to patients on the telephone. If you are enthusiastic, polite, friendly, calm and have excellent communication skills with an empathic nature alongside excellent IT/administrative skills, we would welcome your application.
Main duties of the job
This role will involve job sharing with another band 2 receptionist sharing the workload which will involve checking patients in, prepping blood forms booking & overbooking appointments for our onsite phlebotomy area as well as booking appointments for our wonderful bloods closer to home service.
Please see further information regarding our bloods closer to home service: https://www.christie.nhs.uk/your-treatment-and-care/treatments/other-treatments/bloods-closer-to-home
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
DUTIES AND RESPONSIBILITIES
Communication and relationship skills
1. The post holder must be able to communicate complex information about appointments schedules to patients.
2. Communicate with patients who may be anxious, angry, or upset.
3. Deal compassionately with distressing situations.
4. Liaise with other members of staff regarding case notes and patients visits.
5. Always maintain patient confidentially.
6. Work as part of a team.
7. Exchange information verbally and non-verbally around patients notes and appointments.
Analytical and Judgmental skills
1. Resolve issues arising in own role, such as cancellation of patient appointments.
2. Use own initiative to liaise with clinical staff where necessary regarding patient`s queries.
3. Use patient information systems to assists patients and staff with solving issues.
4. Assess patient`s demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS.
Planning and Organisational skill
1. Plan patient`s consultation and blood appointments.
2. Ensure that annual leave does not occur at the same time as colleagues.
3. Update patient systems with alteration of appointments.
Physical skills
1. Work in patient information systems, requiring standard keyboard skills.
2. Use office equipment including PC, fax machines, printers, and phones.
Responsibility patient/client care
1. Provide comprehensive advice to patients/relatives regarding appointments.
2. Signpost patients to other areas of the hospital.
Responsibility policy and service development
1. Follow all relevant policy and legislation.
2. Work collaboratively with colleagues to ensure policies are adhered to.
Responsibilities human resources
1. To provide induction/support to new post holders.
2. Demonstrate workplace routines to less experienced members of staff.
Responsibility information resources
1. Update patient demographic details in patient information systems.
2. Enter patient appointments and outcomes in patient information systems.
3. Print patient identification labels.
4. Print out daily clinic list.
Freedom to Act
1. Post holder is expected to follow all relevant protocols, SOP`s, and standard practice.
2. Administrative manager is available as point of reference for any queries and will meet regularly with staff.
3. Plan and organise own time and workload activity with prioritisation.
4. Use own initiative to solve problems and answer staff and patient enquiries.
Physical Effort
1. Periods of time spent sitting at keyboard to input information.
Mental Effort
1. Concentration is required when making appointments and entering data on patient information systems.
2. Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff.
3. Unpredictable pattern of working due to arrival of unplanned patients, staff absence and patient illness.
Emotional Effort
1. Direct interaction with patients suffering from terminal illness.
2. Receiving phone calls from family members informing of the death or deterioration of patients.
3. Frequent exposure to distressed patients who are upset or angry.
Working conditions
1. Continuous use of VDU for patient management.
2. Very busy reception area.
3. Frequent exposure to physically ill patients in waiting area.
Person Specification
Qualifications Essential
NVQ level 3, equivalent qualification, or experience.
Desirable
Diploma or equivalent experience. EDCL or equivalent.
Experience Essential
Experience of administrative or clerical work including a customer-facing dimension
Desirable
Experience of working within the national health service.
Skills Essential
Excellent communication and interpersonal skills Good telephone manner Attention to detail IT literate
Desirable
Familiarity with Microsoft office applications.
Knowledge Essential
Knowledge of booking patient appointments and data recording systems
Desirable
Knowledge of medical terminology. Evidence of recent training.
Values Essential
Ability to demonstrate the organisational values and behaviours.
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 The Christie NHS FT
Address Home Bloods - E00912
The Christie NHS Foundation Trust
Manchester
M20 4BX
United Kingdom
Employer's website https://www.christie.nhs.uk/ (Opens in a new tab)