Outpatients Administrator/Receptionist

3 weeks ago

Macclesfield, United Kingdom The Christie NHS FT Full time

Job summary

We are currently looking for enthusiastic, motivated individuals to join our team at the Christie at Macclesfield on a full-time ( hours per week) and part time basis.

The main purpose of the role is to work on the reception desk in a front facing role taking responsibility for all reception duties for patients attending oncology clinics and radiotherapy, chemotherapy and haematology treatment clinics and oncology research clinics.

Working on his/her own initiative when required, experience in using a range of computer packages and a willingness to undertake a range of administration and reception duties, in a patient facing role, including dealing with telephone queries and requests on a regular basis.

To facilitate the efficient running of the unit, ensuring all patients are checked in and out and that future appointments are booked.

The post holder will also support the medical and nursing teams with clerical tasks and bookings.

The role will include working a variety of shift times between the hours of - and occasional finishes on a rota basis

Main duties of the job

General reception duties booking patients into clinics and outcoming appointments.

Adhere to all written instructions on the proforma with regard to scheduling and booking of appointments.

To contact patients by telephone with regard to their appointments and to annotate case notes.

To book patients' transport as per protocol and request interpreters as appropriate.

Clinic preparation for outpatient clinics

Collate and disseminate all incoming and outgoing correspondence appropriately.

To deal effectively with all telephone calls in conjunction with the cancellation and rebooking of patient's treatments and appointments, and effectively deal with queries from patients, GPs, Hospices and other outside agencies.

Responsible for sending radiotherapy treatment and RTP planning letters to patients and add to Outpatient waiting lists for radiotherapy

Undertake general clerical tasks as delegated by the Clinical PAs and Clinical Administrators, to contribute to the smooth running of the team.

About us

The Christie at Macclesfield benefits patients from Cheshire, the High Peak area of Derbyshire and parts of North Staffordshire who would normally have to travel long distances for their cancer treatment at The Christie. This means they will be able to receive their treatment closer to home.

The Christie at Macclesfield treats patients with the most common cancers like breast, bowel, and lung.

The £26 million development at The Christie at Macclesfield is the third in a network of local Christie radiotherapy centres where patients can access first-class radiotherapy treatments from Christie experts, but much closer to home.

Job description

Job responsibilities

KEY ROLE DIMENSIONS Communication & Relationship Skills Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format Communicate complex information about appointments schedules to patients Communicate with patients who may be anxious, angry or upset Exchange relevant information with GPs and other health professionals Deal compassionately with distressing situations Liaise with other members of staff regarding patient visits and queries Maintain patient confidentiality at all times Deal effectively with telephone calls and booking enquiries including making telephone calls.Analytical & Judgmental Skills Resolve issues arising in own role, such as cancellation of patient appointments Use own initiative to liaise with clinical staff where necessary regarding patient queries Use patient information systems to assist patients and staff with solving issues Apply knowledge to correctly code treatment appointments and first definitive treatments Assess patients demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS

Planning & Organisational Skills Plan for patients appointments and discharge Clinic preparation to ensure that all clinic forms are present Prepare appointment and discharge letters for patients Make alterations to clinic structure to accommodate arrival of unexpected patients Order stationary and other supplies Ensure that annual leave does not occur at the same time as colleagues Update information, admitting discharging and transferring patients on the patient information system.Physical Skills Work in patient information system, requiring standard keyboard skills Use office equipment including PCs, scanners and telephonesResponsibility Patient/Client Care Provide comprehensive advice to patients/relatives regarding appointments Signpost patients to other areas of hospitalResponsibility Policy & Service Development Follow all relevant policy and legislation Work collaboratively with colleagues to ensure policies are adhered toResponsibility Financial & Physical Resources

Ensure that office supplies are adequate, ordered and obtained for the smooth running of the unit

Responsibility Human Resources To provide induction support to new post holders Demonstrate workplace routines to less experienced members of staffResponsibility Information Resources Update patient demographic details in patient information system Enter patient appointments and outcomes in patient information system Track patient notes in patient information system Print forms to attach to patient notes Print out daily clinic listsResponsibility Research & Development Undertake surveys/audits as necessary to own workFreedom to Act Post holder is expected to follow all relevant protocols, SOPs and standard practice. Administrative manager is available as point of reference for any queries and will meet regularly with staff Plan and organise own time and workload activity with prioritisation Use own initiative to solve problems and answer staff and patient enquiriesPhysical Effort Periods of time spent sitting at keyboard to input information Moving heavy sets of case notes around reception areas frequently during dayMental Effort Concentration is required when making appointments and entering data on patient information system Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff Unpredictable pattern of working due to arrival of unplanned patients, missing appointments, cancelled clinics, staff absence and patient illness

Emotional Effort Direct interaction with patients suffering from terminal illnesses Receiving phone calls from family members informing of the death or deterioration of patients Frequent exposure to distressed patients who may be upset or angryWorking Conditions Continuous use of VDU for patient management Very busy reception area Frequent exposure to physically ill patients in waiting area

Person Specification

Qualifications

Essential

GCSE English and Maths Good standard of written English

Desirable

Diploma or equivalent experience ECDL or equivalent

Experience

Essential

Experience of administrative or clerical work including a customer-facing dimension IT Literate

Desirable

Experience of working within the national health service.

Skills

Essential

Excellent communication and interpersonal skills including the ability to relate well to people at all levels and to be tactful and sympathetic with distressed people Good telephone manner Attention to detail IT literate Prioritise workload

Desirable

Familiarity with Microsoft office applications.

Knowledge

Essential

Knowledge of booking patient appointments and data recording systems

Desirable

Knowledge of medical terminology

Other

Essential

Problem solving skills Ability to work unsupervised Able to work under pressure Tactful and diplomatic Flexible working hours

Desirable

Able to deal compassionately with distressing situations

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