About this role
Job summary
To be a member of the Radiology Reception that provides comprehensive, high-quality outpatient andwaiting list management services for the Radiology Department.Exercise initiative and use independent judgement, knowledge, and analysis to book patients, dependenton their individual clinical needs and their complexity. Work in a demanding and sometimes hostileenvironment dealing with complex and sensitive information daily.Provide an information and communication link between the patient and their Radiology attendance oradmission to hospital.Responsible for decision-making with situations arising from the duties and responsibilitiesto ensure an effective, organised, comprehensive and efficient, high-quality patient centred clericalservice.Working closely with the operational management teams and clinicians to enable effective management ofthe patient pathway.Responsible for the reception team, providing support, training, staff appraisals and return to workinterviews ensuring staff health and well being liaising directly with the Radiology Admin Manager
Main duties of the job
To provide a comprehensive inpatient and outpatient service to patients. The post will also supportthrough each of the clerical areas (excluding medical secretaries) within the Radiology department toenable cover in all respects of the service.To be named contact point liaising with patients, relatives and/or carers as well as medicalservices to ensure the appointment oradmission is appropriately planned and managed. This can be face to face, over the telephone, in writingor electronic.Accurate addition of patients to the waiting list ensuring any relevant notes recorded.To work flexibly according to the needs of the service including covering for colleagues during periods ofleave.Ensure answering, when possible, all incoming departmental telephone calls.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.
Our services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
Rated Outstanding by CQC Inspection August 2018 Top 100 places to work in the NHS (NHS Employers & Health Service Journal) National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme.
Job description Job responsibilities
provide a comprehensive inpatient and outpatient service to patients. The post will also support through each of the clerical areas (excluding medical secretaries) within the Radiology department toenable cover in all respects of the service.To be named contact point liaising with patients, relatives and/or carers as well as medicalservices to ensure the appointment oradmission is appropriately planned and managed. This can be face to face, over the telephone, in writingor electronic.Accurate addition of patients to the waiting list ensuring any relevant notes recorded.To work flexibly according to the needs of the service including covering for colleagues during periods ofleave.Ensure answering, when possible, all incoming departmental telephone calls.
To provide advice to patients with matters relating to their appointment, ward admission (pre and postinterventional guidance) and regarding their position on the waiting list.To slot fill multiple interventional procedure lists up to six weeks in advance, using clinical knowledge,medical terminology, and information to m 18-week, diagnostic, cancer and/or 28-dayrescheduling targets.Ensure that all patients are placed on CRIS (Radiology system) with information and records updatedand maintained.Responsible for registration of referral letters, ensuring all referral letters or emails referrals are pendedonto CRIS and directed to the appropriate Consultants and Clinicians.Responsible for supporting with clinic template changes due to changes to Radiologysuper user.To work under own initiative within approved policies, procedures, booking guidelines and escalationprocesses to make decisions to ensure efficient and patient centred service delivery.
The post holder will be required to undertake mandatory training and is responsible for keeping thistraining up to date.The post holder will have an appraisal of performance each year and will be responsible for agreeing a development plan in line with the Trust's PDR system in agreement withtheir manager or immediatesupervisor. The development plan will be reviewed each year.The Trust will provide assistance and agreed development to enable the post holder to achieve theirobjectives and standards in line with the development plan.Prioritise own workload on a daily basis while recognising when it is appropriate to escalate to manager.To understand, contribute, implement, and apply knowledge of a relevant procedures and knowledge ofhow to resolve non-routine problems.Assist in the training and induction of new staff and provide continuous support with regards to the coordinationof their workload.Participate in the cover of work colleagues during their absences or at other times when required.Responsible for the Supervision of the imaging Reception staff including allocation of work, providingsupport to staff and handling day-to-day personal issues.To complete Development reviews of Imaging Reception staff on an annual basis and undertake return towork interviews for staff following periods of absence/sickness.
Person Specification
Qualifications Essential
ECDL or equivalent administration experience NVQ 2 customer care or equivalent experience GCSE qualifications including Maths and English and/or equivalent qualifications and/or experience
Desirable
NVQ 3 business and admin
Experience Essential
Computer literate - experience of using Microsoft packages Working within a multidisciplinary team Experience of working in a customer service environment Excellent communication skills to overcome barriers of understanding Experience of collating data Working in a demanding environment Ability to organise self, working to deadlines and ensuring quality standards
Desirable
Use of patient administrative systems Experience of scheduling / coordination activities and/or resources Waiting list management experience Knowledge of NHS standards and targets Communication with patients in a healthcare setting
Skills Essential
Excellent organisational skills Able to work under pressure & to strict deadlines Able to work effectively across departmental boundaries Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required Demonstrate knowledge of dealing with public/conflict Demonstrate a caring manner with an understanding disposition High standard of accuracy Flexibility and able to adapt to change Excellent communication skills Ability to work as a flexible and effective team member
Other Essential
To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset. Whilst using multiple computer systems at the same time To multi-task between activities with frequent interruptions and a need to leave one task immediately. Reprioritise your workload to resolve any unexpected issues Ability to concentrate when taking patient details over the phone throughout the day Requirement to deal with distressed patients on a daily basis Working in an office environment, using a VDU continuously throughout the day
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 Mersey and West Lancashire Teaching Hospitals NHS Trust
Address Southport and Formby District General Hospital
Southport
PR8 6PN
United Kingdom
Employer's website https://www.merseywestlancs.nhs.uk/ (Opens in a new tab)