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Appointments Clerk

3 months ago

Preston, Lancashire, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time
We seek you, an experienced individual who is able to demonstrate excellent communication, operational and interpersonal skills.

A patient-centred approach is a must for our teams who are proud of providing a courteous and friendly reception service to our patients as well as being well-equipped to process complex scan requests accurately and efficiently.

This is a fast paced, demanding environment and you should have excellent communication skills.

You will be responsible for processing Radiology scan requests, prioritising work and booking patient appointments whilst having full regard to DM01 diagnostic, 18 week referral to treatment and cancer targets.

You will communicate with our patients in a friendly and professional manner, demonstrating excellent customer care skills.


You will be responsible for ensuring that a professional, comprehensive reception and administrative service is effectively delivered to all patients and members of the department.

This will be through the correct processing of all diagnostic radiology requests, monitoring breach dates and correctly making appointments with strict adherence to Trust protocols.

The post holder will work closely with clinicians, clinical leads and managers to ensure the delivery of diagnostic pathways.


You will be multi-skilled, have a good working knowledge of appointment booking templates and an understanding of capacity and demand issues.

You will be required to rotate through all areas of diagnostic imaging.

This will include, but is not limited to:
Ultrasound, MRI, CT, Interventional Radiology Day Unit, Main X-ray, DEXA and Nuclear Medicine. Flexibility will be key in supporting the department to meet the needs of the service.

We have 9000 fantastic people working hard to deliver quality services to our patients.

Whatever your role, you help look after 370,000 people in our local area & give specialist care to 1.5 million people across Lancashire & Cumbria.


Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.


You'll have access to varied development opportunities, learn new skills, meet fab people & do things you'd never have done.

You'll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.

You'll make an impact, be challenged to think differently, be bold & help innovate to keep improving things.

Everything we do centres around patient care which means your role is pivotal and something really to be proud of.


The role will require working flexibly between the hours of 7.30am to 8pm from Monday to Friday, working occasional weekends and bank holidays and travelling between the trust sites.


Duties will include, but not be limited to:

  • Cover all appointment modalities and reception areas as necessary and continuously keep up to date with any changes.
  • Utilise indepth knowledge of appointment booking protocols to correctly book patient scans and send detailed letters containing starving and other instructions.
  • Ensure maximum utilisation of appointment slots (including cancellation slots) and communicate changes to relevant staff.
  • Demonstrate a specialised knowledge of investigations and scans and how they are performed and confidently and reassuringly advise patients on how various medications need changing / adjusting prior to examinations. Impart this information to other staff in a confident manner.
  • Use judgement and experience in dealing with patient queries and decide on the appropriate course of action.
  • Provide advice and reassurance to patients on preparation for examinations, giving out complex and sensitive information, such as diet and starving instructions.
  • Speak to patients about sensitive issues like 10 day rules, pregnancy and menstrual cycles, in a professional manner.
  • Confidently provide information where there may be barriers to understanding.
  • Communicate well with and respond to enquiries from the public, medical personnel and a wide range of colleagues at all levels across the Trust.
  • Communicate with patients to understand if further investigation is needed into their medical history prior to them having a scan.
  • Recognise the need to involve and liaise with external bodies such as other hospitals, dental surgeries and care homes to obtain the necessary information.
  • Demonstrate an approachable and helpful manner at all times.
  • Give guidance and support to colleagues in the provision of an efficient service.
  • Deal with queries relating to all aspects of the admin function.
  • Deal with any problems/queries in a consistent and timely manner, ensuring that all relevant information is provided to assist in a quick resolution to any problem.
  • Escalate any major issues, problems or complaints to supervisors, managers or relevant