Job summary
Do you enjoy providing excellent
customer care, working in a busy, quality-driven environment that thrives on
teamwork, building relationships and attention to detail? If you are looking for a new challenge that
brings a wealth of opportunities for career development, this could be the role
for you.
We are looking for a motivated Receptionist/Booking Clerk to
join our administration team in the Oncology and Palliative Care service at The
Mid Yorkshire Teaching NHS Trust. The post holder will work
flexibly across sites (Pinderfields and Dewsbury Hospitals) to provide a
booking service, processing clinic changes, administrative booking, coding and referrals
as well as undertaking a range of general admin tasks.
We aim to maintain a positive
supportive culture to ensure the best possible working environment. The Trust Values
and Behaviours are integral to everything we do.
Main duties of the job
Some work will be target driven
via quality indicators so a knowledge of how to manage these will be advantageous,
and the use of an enquiring mind and initiative will be key.
Building relationships with
clinical and operational colleagues is fundamental to the role. Timely access
to our outpatient clinics and day case treatments is essential to our patients.
You will be required to work within
a framework of standard operating procedures.
The role will require you to be
autonomous in managing your own time. Flexibility and being able to travel
between sites are therefore essential to this role.
The working hours for this role
are 37.5 hours per week, Monday to Friday.
Interview dates to be confirmed
Applicants are encouraged to
contact the team informally for further information:
Charlotte Fortune
Assistant Patient Service
Manager: Oncology & Specialist Palliative Care
01924 543933
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
Key Responsibilities
Booking
-
Liaise as
appropriate with clinicians and clinical administration teams to ensure correct
recording of patient pathways.
-
Provide an
outpatient and day case booking service, using PTLs and agreed processes to
ensure effective use of clinic and day unit capacity in accordance with
national/local/clinically instructed waiting times
-
Using Patient
Target Lists (PTLs), proactively monitor waiting lists to ensure patients are
appointed in line with clinical instruction/national/local waiting times,
escalating where capacity does not allow
-
Allow early
opportunity to escalate capacity issues in accordance with SOP
-
Ensure
appropriate administrative actions for activity outcomes in line with clinical
instructions and SOPs; this includes accurate recording of Referral to
Treatment (RTT) codes, clinical activity, treatment information and system
discharges
-
Provide a
professional, sensitive and courteous central call service for appointment and
pathway enquiries, acting in line with policy and associated SOPs.
-
Input patient activity on Patient Administration
System (PAS), including booking/amending/cancelling appointments, admitting and
discharging day cases, recording ward attenders to Acute Oncology and ensuring
that the PAS is kept updated.
-
Book, cancel and
re-arrange scheduled appointments
in line with clinical instructions and SOPs, liaising with other members of
clinical administration teams such as clinical areas and the booking team where
appropriate.
-
Change or cancel
appointments at the request of the patient, appropriate clinician or manager
highlighting where pathway timeframes may be compromised.
-
Arrange patient
transport and interpreters for outpatient appointments where appropriate.
-
Process all
referrals, consent forms and treatment plans received in accordance with Trust
and departmental referral management guidelines/SOP
-
Respond to
appointment queries in a timely manner in line with local agreed methods.
-
Answer telephone
queries, listen and respond to voicemails, take messages, direct where
appropriate
-
Appropriate and
timely management of the service specific shared email inbox.
-
Act as the
communication hub for all appointment and treatment queries ensuring a high
quality and professional service.
Reception
-
To provide a warm
and welcoming Reception Service, meeting and greeting all patients and visitors
to the department, providing advice and guidance as required.
-
Ensure
appropriate administrative actions for clinic outcomes in line with clinical
instructions and SOPs; this includes the accurate recording of Referral to
Treatment (RTT) codes.
-
Input patient activity on Patient Administration
System (PAS), including booking/amending/cancelling appointments, admitting and
discharging day cases and ensuring that the PAS is kept updated.
-
Complete records
of nursing activity for coding purposes.
-
Schedule
appointments in line with clinical instruction and SOPs, liaising with other
members of clinical administration teams where appropriate.
-
Communicate with
patients/visitors/carers regarding appointments and waiting times, and
effectively deal with enquiries where there may be barriers to understanding.
-
Assist with the
preparation of patient records for outpatients and day cases in a timely manner
as and when required.
-
Arrange patient
transport and interpreters for outpatient appointments where appropriate.
-
Change or cancel
appointments at the request of the patient, appropriate clinician or manager
highlighting where pathway timeframes may be compromised.
-
Assist ward security by politely challenging
visitors to the ward environment.
-
Answer telephone
queries, listen and respond to voicemails, take messages, direct where
appropriate; provide assistance directing visitors to the appropriate
locations.
-
Appropriate and
timely management of the service specific shared email inbox.
-
Liaising with
clinical and non-clinical admin teams, other hospital departments and other
Trusts, providing accurate and precise information and ensuring the accuracy of
data is maintained on all relevant computer systems i.e. Pharmacy, Blood Bank,
Radiology.
-
Preparation of patient information booklets
-
Maintaining ward display of patient / visitor
information leaflets and re-ordering as necessary.
Clinical Admin Generic
duties/responsibilities
-
Adhere to local,
national and clinically indicated maximum timeframes including Referral to
Treatment (RTT), Cancer, and diagnostics, escalating where capacity does not
allow or there are conflicting targets.
-
Application of
relevant policies/SOPs to ensure consistent services are delivered
-
Attend meetings
for service development initiatives as required.
-
Follow internal
escalation processes.
-
Promote effective
customer focused communication with patients and service users.
-
To assist with
the confidential management of all types of patient record and ensure that all
documentation is accurately complete.
-
Attend/complete
all mandatory training in accordance with Trust Policy and participate in the
Trusts Annual Appraisal.
-
Use of trust
developed patient target lists and/or other information reports for consistent
facilitation of patient pathway.
-
Liaise with any
relevant member of the Trust or external to the Trust, as appropriate to your
role to ensure efficient and timely flow of patient pathway, in line with
information governance policy.
-
Contribution to
achievement of local/national Key Performance Indicators relevant to the role.
-
Liaise as
appropriate to ensure correct system recording of patient pathway and
demographic details, including the recording of ethnicity, to prevent data quality
issues.
-
Be responsible for the ordering and monitoring of
clerical stores, and stock rotation.
-
To report
maintenance and domestic repairs to appropriate wards/departments on
instruction from the departmental manager.
-
Be aware of and
adhere to the Trusts Policies, Procedures and Disciplinary rules, and promote
awareness amongst peers.
-
To participate in
training/induction of new staff.
-
Be an active team
member and undertake any other duties that may be reasonably requested to
facilitate the smooth running of the Trust always ensuring confidentiality,
maintaining good relationships with patients and other members of staff.
-
Receive, sort and
distribute goods and post delivered to the ward/department.
-
Promote data
quality by adhering to best practices and operating standards
-
Provide cover as
necessary at the request of the Line Manager across the core clinical
administration functions, commensurate with level of the band two role.
-
Learn booking
processes for Clinical and Medical Oncology and Specialist Palliative Care.
Job description
Job responsibilities
Key Responsibilities
Booking
-
Liaise as
appropriate with clinicians and clinical administration teams to ensure correct
recording of patient pathways.
-
Provide an
outpatient and day case booking service, using PTLs and agreed processes to
ensure effective use of clinic and day unit capacity in accordance with
national/local/clinically instructed waiting times
-
Using Patient
Target Lists (PTLs), proactively monitor waiting lists to ensure patients are
appointed in line with clinical instruction/national/local waiting times,
escalating where capacity does not allow
-
Allow early
opportunity to escalate capacity issues in accordance with SOP
-
Ensure
appropriate administrative actions for activity outcomes in line with clinical
instructions and SOPs; this includes accurate recording of Referral to
Treatment (RTT) codes, clinical activity, treatment information and system
discharges
-
Provide a
professional, sensitive and courteous central call service for appointment and
pathway enquiries, acting in line with policy and associated SOPs.
-
Input patient activity on Patient Administration
System (PAS), including booking/amending/cancelling appointments, admitting and
discharging day cases, recording ward attenders to Acute Oncology and ensuring
that the PAS is kept updated.
-
Book, cancel and
re-arrange scheduled appointments
in line with clinical instructions and SOPs, liaising with other members of
clinical administration teams such as clinical areas and the booking team where
appropriate.
-
Change or cancel
appointments at the request of the patient, appropriate clinician or manager
highlighting where pathway timeframes may be compromised.
-
Arrange patient
transport and interpreters for outpatient appointments where appropriate.
-
Process all
referrals, consent forms and treatment plans received in accordance with Trust
and departmental referral management guidelines/SOP
-
Respond to
appointment queries in a timely manner in line with local agreed methods.
-
Answer telephone
queries, listen and respond to voicemails, take messages, direct where
appropriate
-
Appropriate and
timely management of the service specific shared email inbox.
-
Act as the
communication hub for all appointment and treatment queries ensuring a high
quality and professional service.
Reception
-
To provide a warm
and welcoming Reception Service, meeting and greeting all patients and visitors
to the department, providing advice and guidance as required.
-
Ensure
appropriate administrative actions for clinic outcomes in line with clinical
instructions and SOPs; this includes the accurate recording of Referral to
Treatment (RTT) codes.
-
Input patient activity on Patient Administration
System (PAS), including booking/amending/cancelling appointments, admitting and
discharging day cases and ensuring that the PAS is kept updated.
-
Complete records
of nursing activity for coding purposes.
-
Schedule
appointments in line with clinical instruction and SOPs, liaising with other
members of clinical administration teams where appropriate.
-
Communicate with
patients/visitors/carers regarding appointments and waiting times, and
effectively deal with enquiries where there may be barriers to understanding.
-
Assist with the
preparation of patient records for outpatients and day cases in a timely manner
as and when required.
-
Arrange patient
transport and interpreters for outpatient appointments where appropriate.
-
Change or cancel
appointments at the request of the patient, appropriate clinician or manager
highlighting where pathway timeframes may be compromised.
-
Assist ward security by politely challenging
visitors to the ward environment.
-
Answer telephone
queries, listen and respond to voicemails, take messages, direct where
appropriate; provide assistance directing visitors to the appropriate
locations.
-
Appropriate and
timely management of the service specific shared email inbox.
-
Liaising with
clinical and non-clinical admin teams, other hospital departments and other
Trusts, providing accurate and precise information and ensuring the accuracy of
data is maintained on all relevant computer systems i.e. Pharmacy, Blood Bank,
Radiology.
-
Preparation of patient information booklets
-
Maintaining ward display of patient / visitor
information leaflets and re-ordering as necessary.
Clinical Admin Generic
duties/responsibilities
-
Adhere to local,
national and clinically indicated maximum timeframes including Referral to
Treatment (RTT), Cancer, and diagnostics, escalating where capacity does not
allow or there are conflicting targets.
-
Application of
relevant policies/SOPs to ensure consistent services are delivered
-
Attend meetings
for service development initiatives as required.
-
Follow internal
escalation processes.
-
Promote effective
customer focused communication with patients and service users.
-
To assist with
the confidential management of all types of patient record and ensure that all
documentation is accurately complete.
-
Attend/complete
all mandatory training in accordance with Trust Policy and participate in the
Trusts Annual Appraisal.
-
Use of trust
developed patient target lists and/or other information reports for consistent
facilitation of patient pathway.
-
Liaise with any
relevant member of the Trust or external to the Trust, as appropriate to your
role to ensure efficient and timely flow of patient pathway, in line with
information governance policy.
-
Contribution to
achievement of local/national Key Performance Indicators relevant to the role.
-
Liaise as
appropriate to ensure correct system recording of patient pathway and
demographic details, including the recording of ethnicity, to prevent data quality
issues.
-
Be responsible for the ordering and monitoring of
clerical stores, and stock rotation.
-
To report
maintenance and domestic repairs to appropriate wards/departments on
instruction from the departmental manager.
-
Be aware of and
adhere to the Trusts Policies, Procedures and Disciplinary rules, and promote
awareness amongst peers.
-
To participate in
training/induction of new staff.
-
Be an active team
member and undertake any other duties that may be reasonably requested to
facilitate the smooth running of the Trust always ensuring confidentiality,
maintaining good relationships with patients and other members of staff.
-
Receive, sort and
distribute goods and post delivered to the ward/department.
-
Promote data
quality by adhering to best practices and operating standards
-
Provide cover as
necessary at the request of the Line Manager across the core clinical
administration functions, commensurate with level of the band two role.
-
Learn booking
processes for Clinical and Medical Oncology and Specialist Palliative Care.
Person Specification
Qualifications
Essential
- Good general education to include CSE or GCSE in English Language and Maths (A-C grade) or equivalent/experience
Desirable
- NVQ Level 2 qualification in related subject
- IT skills qualifications; CLAIT or ECDL computer course
Experience
Essential
- Experience of working with filing systems
- Experience of good customer or patient care
- IT literate using Microsoft word packages
Desirable
- Previous experience in an administrative role
- Experience of working within a related area e.g. Health/Social Care Setting
- Experience of working with confidential material
Knowledge and Awareness
Essential
- Confidentiality issues
- Awareness of own limitations
Skills and Abilities
Essential
- Keyboard skills
- Develop and maintain positive working relationships
- Demonstrate effective and clear written, verbal and telephone, communication skills
- Work with demanding workloads and prioritise tasks
- Maintain a safe working environment for self and others
- Willingness to take on tasks
- Proven record of excellent filing and organisational skills
Person Specification
Qualifications
Essential
- Good general education to include CSE or GCSE in English Language and Maths (A-C grade) or equivalent/experience
Desirable
- NVQ Level 2 qualification in related subject
- IT skills qualifications; CLAIT or ECDL computer course
Experience
Essential
- Experience of working with filing systems
- Experience of good customer or patient care
- IT literate using Microsoft word packages
Desirable
- Previous experience in an administrative role
- Experience of working within a related area e.g. Health/Social Care Setting
- Experience of working with confidential material
Knowledge and Awareness
Essential
- Confidentiality issues
- Awareness of own limitations
Skills and Abilities
Essential
- Keyboard skills
- Develop and maintain positive working relationships
- Demonstrate effective and clear written, verbal and telephone, communication skills
- Work with demanding workloads and prioritise tasks
- Maintain a safe working environment for self and others
- Willingness to take on tasks
- Proven record of excellent filing and organisational skills
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
