X-Ray Receptionist Radiology, WRH

Job description

Job responsibilities

Post Title: Radiology Receptionist & Appointment Clerk

Pay Band: 2

Hours: Full Time 37.5 hours

Contract: Permanent

Location & Department: Worcestershire Acute NHS Trust, Directorate of Radiology

Accountable to: Directorate Manager

Reports to: Office Manager

Key Working Relationships:

Internal:

Consultants, junior medical staff both inside and outside the department, other health care professionals, Medical secretaries, ward clerks, patients and relatives.

External:

GP surgeries. Enquiries from other Hospitals outside the Trust.

Risk Assessment:

Working with display screen equipment for prolonged periods and some manual handling.

Job Purpose:

To provide a front of House reception service for patients attending for all Radiology imaging. Reflecting the commitment of the Directorate to customer care, quality and ensuring that all visitors are greeted in a welcoming manner.

To provide and take a proactive role in prioritising the delivery of an effective and efficient appointments and reception service for the Radiology department, responding to the changing demands of the service ensuring high professional standards at all times.

To work as a team member, implementing any improvements to the efficiency and quality of the service, and develop competencies in all areas, whilst also keeping up-to-date in their role and providing on-going support to colleagues.

Make (non-complex) appointments, book patients in at the reception, and liaise with staff in the department.

Key Duties: Responsible for the registration of patients who attend for examination, using the Radiology Information System (RIS) to check patient data is correct in accordance with department protocols, where necessary updating such information (including updating the Trust PAS),

checking that the examinations have not been done elsewhere in the Trust. Complying with IR (ME)R regulations as advised by the Office Manager.

Responsible for alerting clinical staff with regards to any patient alarms as indicated on RIS or advised by the patient or referrer.

Liaising with diagnostic rooms in cases of delays or sudden peaks in patient arrivals. Ascertaining the needs of patients and visitors and taking appropriate action, such as advising on waiting times and how to obtain results of examinations.

Ensuring that the post is open and distributed promptly

Ensuring that all paper referrals received are date stamped and then entered onto RIS in a timely fashion prior to the appointment letter being sent.

Checking for electronic requests (ICE) for ward patients in particular and ensuring these are accepted promptly and flagged with the relevant clinical team, and added to Waiting List or Request Lists as per departmental processes for each modality

Clearing any orders in the ICE deferred to ensure patients are seen promptly

Dealing with telephone and reception queries from patients, staff and General Practitioners. This may include advice regarding preparation for special examinations and taking details for cancellations and ensuring they are acted upon and RIS is updated accordingly.

Reviewing SMS text (Envoy) and dealing with any cancelled or rebooked appropriately. Also reviewing other responses and contacting patients to clarify. Ensuring all text messages are marked completed as they are dealt with.

Assisting relatives in locating patients whereabouts by using RIS and Patient Administration System (OASIS) but ensuring that patient confidentiality is maintained.

Updating RIS system when notified of patients that have died and flagging any outstanding booked or waiting to be booked appointments.

Taking contact telephone numbers for SMS reminders from patients who attend and asking GP walk-in patients if they are happy to participate. Amending OASIS with details of contact numbers

Ensuring that the reception is adequately staffed and informing the Office Manager of any problems.

Attend and contribute to staff meetings.

Being flexible and assisting the team of receptionists in covering all areas during leave/sickness.

Appointments:

To make simple/non-complex appointments appropriate to their urgency/priority, ensuring patients are seen in chronological order.

To book and co-ordinate patient appointments for investigations and liaise with other departments for combined appointments.

To effectively liaise with other department managers and other multidisciplinary colleagues.

Dealing with electronic orders for one stop clinics, making sure they are allocated the appropriate appointment date and time in readiness for the patient to attend.

Ensure DNA (nonattendances) notifications are sent to referrer promptly after checking pt data and ensuring appointment letter have been sent correctly. Ensuring that any urgent (or 2ww) patient is offered another appointment via telephone contact to establish if the appointment is still required.

Change appointments if requested and ensure the CRIS system is updated detailing reason for cancellation. Ensuring that any electronic or paper diaries are also updated.

Ensure Appointment rooms are not overbooked except where there is prior agreement.

Scanning in any clinical paperwork requested by the clinical team. Also arranging to scan in letters and other patient information agains the correct patient and exam event.

Referrals:

To ensuring all referral forms and appointments are dealt with effectively, recognising trends and proposing action required to effect change

On receipt of a referral into the Radiology Department, check the CRIS to see if patient is already registered; if there is any doubt that it is the same patient or any data is missing check details with patient or GP or refer to office manager.

General Responsibilities:

To ensure all documents for reception and appointments office are completed in a timely and efficiently manner and filed accurately.

To demonstrate a wide range of problem solving skills involving allocation and prioritising of work load.

To promote excellent working relations in order to deliver a high quality service.

Ensure that confidential waste is dealt with daily and appropriately.

At all times adopt a flexible, positive and energetic approach to work so that the Services of the Department of Radiology are promoted..

To be familiar with and adhere to Trust and departmental policies and operational procedures

To keep up to date and trained with on new procedures and systems within the department and the Trust

To cover the departments opening hours, lunch and tea breaks. To assist in out of hours work (if required) on a voluntary basis to ensure cover is provided. Offering cover to other sites as and when needed.

In the event of equipment breakdown e.g. Office equipment. Notify the relevant technical support of the fault and ensure colleagues of such an event are updated. Should persistent breakdown Office Manager to be informed.

To ensure a clean, tidy and safe environment in liaison with domestic services, and works and be responsible for the well-being of any personnel and visitors to the Department

To keep patients informed of any expected waiting periods and delays to appointment times on arrival at reception.

To participate in the departmental appraisal programme.

To undertake other duties as and when required due to changing demands of the service and department as instructed by the Office Manager.

Person Specification

Skills and Knowledge

Essential

• To assist in maintaining own and others Health Safety and security.
• Establish and maintain
• communication with others on routine, daily and operational matters.
• Contribute to own personal development
• Computer literacy
• Practical, resourceful and well-organised
• Able to develop and maintain effective working relationships with colleagues at all levels, ensuring tact and diplomacy at all times
• Flexible attitude and approach to work and willing to work at short notice to cover staff absences.
• Have sufficient manual dexterity to operate a Qwerty Keyboard and
• navigate mouse driven technology.
• Ability to work unsupervised with a pro-active approach
• Ability to record accurate messages, ensuring they are passed on appropriately
• Able to check own work and ensure simple x-ray or U/S appointment letters are accurate and sent out showing all necessary preparation for the exam.

Qualifications

Essential

• Educated to GCSE or equivalent to include Maths and English

Desirable

• NVQ level 2 in Customer care

Other Job requirements

Essential

• DBS..
• Ability to work flexibly and prepared to cover other sites when required.
• Professional Attitude.

Desirable

• Car driver

Personal Qualities

Essential

• Flexible attitude to department duties
• High self-motivation.
• Pleasant, cheerful manner.
• Ability to work under pressure.
• Smart appearance.
• Excellent organisational skills together with the ability to pay attention to detail to achieve accuracy
• Excellent communication skills, with the ability to (i) relate to a diverse group of professional staff and Public (ii) communicate both in writing and orally/on the phone, (iii) convey sensitive information
• Excellent time keeping

Experience

Essential

• ECDL or excellent PC literacy including knowledge of all Windows packages
• Experience working in a busy Customer focused office/NHS clinic environment
• An effective and supportive team player Ability to prioritise and organise a changing workload and work systematically towards deadlines
• Able to deal with difficult people and to cope with confidential and sensitive information in a professional manner.

Desirable

• Experience within a Clinical Imaging Department or other clinical 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.

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD

Employer's website

https://www.worcsacute.nhs.uk/ (Opens in a new tab)