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Admin and Clerical Assistant

4 months ago

Northampton, United Kingdom Northampton General Hospital Full time

Job summary

Job Summary

The post holder will provide efficient and comprehensive administration support, working as part of a team, covering all aspects of the Radiology Reception function and Radiology Department. Duties will include providing a reception service to patients, relatives/carers and all staff groups, arranging patient appointments via telephone or face to face and demonstrating a high standard of customer care.

Main duties of the job

Main Duties

To provide an efficient and courteous reception service to patients, relative/carers, Radiology and the wider Trust.

Deal with often complex telephone queries from patients, GP's, Consultants and the wider Trust which may use technical language/clinical terminology and to recognise when advise is required from more senior or clinical staff.

To arrange appointments for patients in accordance with Radiology guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient. This may include advice on diet, medication and how and when to take any preparations needed for the examination.

To liaise with many different staff groups to arrange frequently complex tests/preparations needed prior to some more specialised examinations. This will require comprehension of some complex terminology and language.

To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff.

To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.

To communicate complex information regarding Radiology appointments and results to departments within the Trust and externally.

To communicate with the IT Department to report faults/problems with the department's IT systems or interfaces often imparting complex or technical information.

About us

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Job description

Job responsibilities

Job Description

To provide an efficient and courteous reception service to patients, relative/carers, Radiology and the wider Trust.

Deal with often complex telephone queries from patients, GPs, Consultants and the wider Trust which may use technical language/clinical terminology and to recognise when advise is required from more senior or clinical staff.

To arrange appointments for patients in accordance with Radiology guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient. This may include advice on diet, medication and how and when to take any preparations needed for the examination.

To liaise with many different staff groups to arrange frequently complex tests/preparations needed prior to some more specialised examinations. This will require comprehension of some complex terminology and language.

To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff.

To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.

To communicate complex information regarding Radiology appointments and results to departments within the Trust and externally.

To communicate with the IT Department to report faults/problems with the departments IT systems or interfaces often imparting complex or technical information.

Liaise with Consultants and Superintendents when booking appointments to ensure examinations are booked onto the appropriate lists.

To input data and maintain the integrity of data held in the IT systems used within Radiology including Radiology Information System (CRiS) Hospital Information System (CaMIS) and the Hospital Results System (ICE).

To ensure that all patients are accurately registered on CRiS in line with the One patient, One record policy and clinical alert documentation such is completed as necessary. Registrations must be done on CaMIS.

To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.

Ensure all requests have been justified by the appropriate person prior to being accepted and an appointment being booked. All requests must be scanned on to the CRiS system prior to and after protocol.

To return unjustified/incorrect patient requests back to the referrer in line with departmental protocol ensure the reason is appropriately communicated to the referrer.

To implement manual procedures detailed in the departments disaster recovery and business continuity plans in the event of IT systems/network failure.

To maintain an overview of the waiting list and waiting times to ensure patients are seen within the times outlined in the six week diagnostic and 18 week journey targets.

To ensure all departmental targets and deadlines are achieved using initiative to book/move patients into appropriate appointment slots. Raising any potential problems to the attention of more senior staff.

To assist with reception administration and update the relevant databases and patient information systems when required.

To use advance keyboard and computer skills to accurately and rapidly input patient and examination data into the Radiology and Hospital systems.

To be actively involved in offering suggestions for service improvements and to help support and implement any changes necessary.

To book interpreters and transport in accordance with Trust protocol.

To support in training of Radiology and other Trust staff on CRiS and train new admin and radiographic staff as required on all departmental administrative systems.

To be able to work using own initiative and to be able to work unsupervised.

To open, process and send mail, photocopying and emails, as and when necessary.

To support and help staff who work at our satellite centres/CDC hubs as part of staff rotation

To be flexible to developments in service demand such as 7 day/weekend working

Person Specification

Educations, Training and Qualifications

Essential

Educated to GCSE or equivalent level of education, training or experience

Desirable

NVQ Level 2 Business Administration or Customer Care or equivalent IT Literacy

Knowledge and Experience

Essential

Telephone communication experience Computer based administration systems experience Good basic IT skills including use of MS Outlook Previous experience in a patient in a patient/customer facing role

Desirable

Experience within the NHS General administrative experience

Skills

Essential

Good oral communication skills, ability to adapt style and level appropriately Effective interpersonal skills Good organisation skills, planning and time management skills Able to maintain confidentiality at all times and knowledge of GDPR