Service Delivery Duties & Responsibilities:
To work together with staff across all levels to promote a smooth and efficient work flow through the Department.
To be proactive and forward thinking to ensure correct management of waiting lists.
To participate in a range of shifts, to include evenings, weekend and bank holiday shifts as required, in line with the demands and requirements of the service.
To assist the Radiology Admin Manager in undertaking regular reviews of the office protocols and guidelines by providing advice on changes in working processes.
To undertake any other clerical duties that may be necessary for the speedy progression of both results and patients through the department to include secretarial support as required.
Main duties of the job
1. To regularly validate the waiting lists.
2. To ensure patient details and appointments are accurately put onto the CRIS/IT systems and selected for the correct clinic, in date order and clinical priority.
3. To negotiate appointment dates with patients and ensure the correct confirmation/appointment letter, information sheet and any prescribed medication is forwarded to them.
4. To be prepared to discuss sensitive or difficult information/questions with patients when negotiating their appointments (phone or face to face).
5. To prioritise all urgent referrals, including those referred via the 2 week wait cancer pathway.
6. To set up additional sessions/clinics at short notice and contact patients via the phone to fill these extra short notice slots.
7. Assist as and when required in the rescheduling of appointments to avoid breaches of 'Waiting List' targets.
8. Answer telephone calls and deal with any queries, these can be from patients and/or clinical staff.
9. Deal with all voice mail promptly and efficiently.
10. To validate pending lists on a regular basis.
11. Attend Radiology PTL meeting on a weekly basis.
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT, the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends.
More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Our values - Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.
Job responsibilities
For more information about the role and responsibilities please see the attached job description and person specification.
Person Specification
Education & Qualifications
* Good general education (equivalent GCSE in English and Maths)
Skills, Knowledge & Abilities
* Ability to effectively communicate clearly and professionally both verbally and in writing to face a wide range of people
* Ability to work under pressure and deal with challenging and stressful situations
* Excellent telephone manner, demonstrating professionalism and empathy
* Ability to prioritise workload efficiently to meet National Targets and service demands, ensuring compliance with waiting time standards
* Proficiency in IT systems and administrative software include patient record systems and Microsoft Office applications
* Fully conversant with patient confidentiality and the principles of data protection, demonstrating discretion and professionalism at all times
* Knowledge of Medical terminology relevant to radiology and diagnostic imaging
Experience
* Previous Clerical and Administrative experience including using IT systems to retrieve data
* Experience of working within a Call Centre or Customer Service environment or equivalent
* Knowledge of Hospital IT systems and electronic patient records (e.g. CRIS, Maxims, InPhase, Integra)
* Experience of attending patient tracking meetings, or working within a multidisciplinary team setting
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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