Job summary
The main purpose of the role is to provide a full and confidential reception and administrative service. The post holder will act as the first point of contact to visitors and patients attending the hospital, prioritising information and dealing with routine enquiries from service users, colleagues and visitors. The post holder will be required to work closely with other administrative staff, but also work alone and use their initiative to resolve/process daily queries. They will provide Reception/Administrative support to other areas within the radiotherapy service at The Christie at Salford.
The post holder must contribute to the efficient running of the service, and work within The Christie NHS Foundation Trust policies and Health & Safety legislation.
Main duties of the job
Communication Skills
1. Ensuring accurate recording/input of treatment and planning data
2. Organising and scheduling patient appointments
3. Greeting and escorting patients
4. Assisting patients with appointment queries
Knowledge, training and experience
5. Problem solving & forward thinking
6. Uses knowledge of integrated clinical information systems for collating data and adding referrals
7. Data input and radiotherapy completion tasks
8. Where applicable, provides retrieval of medical documents for clinical information including those from other Trusts
Personal Skills
9. Liaises with the multi-disciplinary team to ensure that adequate information and support is available to patients
Other Responsibilities
10. Is responsible for stock control in areas of work
11. Is responsible for the production and processing of all relevant completion letters following a patient's treatment
12. Creation of Follow up appointments on treatment completion
Effort
13. Patient transfer
14. Manual handling tasks as required
About us
The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country.
We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.
The Christie at Salford opened in 2011 and is one of three Christie satellite centres delivering Radiotherapy to patients closer to their homes.
The Reception team works closely with the radiographers and medical team providing administration, practical and clinical support for patients.
Working hours must be flexible to fit the needs of the service and individuals will be expected to participate in all shift patterns and will be contracted to work between 6am and 11pm, however routinely the department works between the hours of and 7pm Monday to Friday (including bank holidays). Flexible working and part-time/job shares will be considered.
Patient care is important to us and training will be given for the skills required.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
Communication Skills
15. Meet and greet patients attending the Radiotherapy department, using effective communication skills when dealing with enquiries, providing empathy and reassurance to service users, relatives and visitors who may become aggressive, or emotionally distressed, referring them to the appropriate person or department for further assistance.
16. Exchange information with patients and staff, both verbally and in written format
17. Communicate information between departments internally and external.
Knowledge, training and experience
18. Access patients demographic details on Medway and amend as necessary.
19. Enter patient onto the Medway appointment system
20. Provide comprehensive advice to patients/relatives regarding appointments.
21. Track patient case notes in Medway system.
22. Deal with queries from patients and other service users, for example GPs, hospital staff, social services, voluntary organisations and Trust management.
23. Liaise with other members of staff regarding case notes and patient visits
24. Resolves issues arising in own role, such as cancellation of patient appointments
25. Uses own initiative to liaise with clinical staff where necessary regarding patient queries
26. Use patient information systems to assist patients and staff.
27. Work in Medway system, requiring standard keyboard skills
28. Use of office equipment including PCs, fax machine, and phones.
29. Maintain patient confidentiality at all times
30. Follow all relevant policies and legislation.
31. Post holder is expected to follow all relevant protocols, and standard practice.
32. Work collaboratively with colleagues to ensure policies are adhered to.
33. Undertakes surveys/audits as necessary to own work.
34. Manager is available as point of reference for any queries and will meet regularly.
Planning and Organisation
35. Use own initiative to solve problems referring to manager as necessary.
36. Books patient transport where applicable and deals with transport queries
37. Booking and scheduling of physiotherapy and complimentary therapy and support services on site
38. Plan and organise own time and workload activity with prioritisation
39. Record all data in an accurate and timely manner.
40. The post holder will be expected undergo relevant training and to take an active role in own personal development.
41. The need for flexibility in this role is paramount as the post holder may be required to work in other locations and work flexible shifts
Patient Care
42. Undertakes a range of different delegated duties across the Radiotherapy Department as allocated by the relevant line manager. Will record patient information and data and contribute to the implementation of patients clinical care packages.
Freedom to Act
43. Will be required to utilise own initiative but work within defined SOPS, Procedures and Policies. When there is doubt or the post holder is unsure then there will be more senior members of staff available to raise issues with and receive guidance from.
Working Conditions
44. Working hours must be flexible to the needs of the service, this may include working weekends.
45. Expected to participate in all shift patterns
Teaching/Training
46. Attends all relevant mandatory training courses
47. Maintains own personal development
48. Participate in relevant training, meetings and work at The Christie Withington site and other satellites within the network as required.
49. Assists in the training and/or orientation of clinical support worker and any other students.
50. Complete Christie Care Certificate as mandated by the Trust.
51. Required to demonstrate tasks and duties to new and less experienced members of the team.
This is not an exhaustive list and additional duties may be required as requested by the lead radiographer/ principal radiographer.
Person Specification
Qualifications
Essential
52. Good standard level of Education
Experience
Essential
53. Experience of working in a customer service or patient related environment
54. Experience of undertaking administrative duties
Desirable
55. Experience of working in a clinical environment within the NHS.
56. Experience of using multiple healthcare IT systems
Skills
Essential
57. Ability to communicate effectively
58. Customer/patient care skills
59. Able to work using own initiative, following instructions from a registered health professional and line management
60. Excellent organisational skills
Knowledge
Essential
61. Knowledge of patient information /recording system.
62. IT literate
Desirable
63. Knowledge of Microsoft Office applications
Other
Essential
64. Able to work flexibly
65. Empathetic and caring