Job Description

We are looking for a responsible, enthusiastic, flexible and self-motivated individual to work as part of the appointment booking & reception team in this busy Imaging department.
Duties will include helping patients feel welcomed to the Imaging department and making appointments for a range of imaging examinations. You will be dealing with a variety of telephone queries and will be ensuring effective communications are maintained not only within the department but to service users internal and external to the Trust.
As a result of being a department that provides a service for all users across the trust we are a 7 day a week service open 08:00 – 20:00 Mon-Fri and 09:00 – 17:00 weekends. The standard working hours are 37.5 a week, routine working hours: 7.5 hours a day.
The role will be booking scan appointments for the patients who attend the department. Staff will gain experience in booking specialist scan’s such as Ultrasounds, Fluoroscopy and X-Rays. Grasping a knowledge and understanding of this will be integral to providing a high standard of care for our patients ensuring their safety is of paramount importance at all times.
We offer patient administration roles in front of house areas, on our wards, in contact Centre’s and supporting our clinical teams.

We are a large team who strive to work cohesively to provide a high quality of care for patients. Parking is available or those who intend to drive in to work. Annual Leave starts at 27 days a year plus bank holidays.
Responsibilty

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or careers, in line with the Trust’s values.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
• Resolve simple queries, using judgment to determine when to pass the caller on to a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
• Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
• Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances.
• Input clinical correspondence onto hospital databases.
• Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
• Process and register referrals, booking outpatient appointments as required and in line with the Trust’s Elective Access Policy.
• Booking diagnostic tests, or elective admissions, as directed and in line with the Trust’s Elective Access Policy.
• Collate required patient information at the request of clinical teams.
• Input and access information on hospital information systems as required.
• Ability to use patient databases, inputting data and editing entries as required.
• Record and capture patient information appropriately and in line with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Carry out general office duties such as photocopying, scanning and filing.
• Handle incoming and outgoing mail in a timely manner.
• Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.
• Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.
• Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.
• Adhere to the Trust’s Dress Code policy, and ensure a smart and professional appearance at all times.
• Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
• Assist volunteers in the department.
• Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.

Required Knowledge, Skills, and Abilities

This is an exciting role which will give the successful candidate an opportunity to develop their organizational skills and personal growth and formulate a greater understanding of the skills required to work in a burgeoning team.

• Good keyboard skills and IT literate.
• Previous experience of working with the public
• Good customer care skills
• Excellent communication skills.
• Ability to work as part of a team.
• Flexibility and self-motivation
• Experience of booking appointments

The post holder will be required to work closely with a number of different stakeholders including:

• Administration colleagues across patient administration departments
• Clinicians
• Divisional colleagues
• Patients, carers and the general public