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.
See job description for further information.
Main duties of the job
Communication Skills:
- Ensuring accurate recording/input of treatment and planning data
- Organising and scheduling patient appointments
- Greeting and escorting patients
- Assisting patients with appointment queries
Knowledge, training and experience:
- Problem solving & forward thinking
- Uses knowledge of integrated clinical information systems for collating data and adding referrals
- Data input and radiotherapy completion tasks
- Where applicable, provides retrieval of medical documents for clinical information including those from other Trusts
Personal Skills:
- Liaises with the multi-disciplinary team to ensure that adequate information and support is available to patient
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 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. 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.
Job description
Job responsibilities
The main purpose of the role is to provide a full and confidential reception and administrative service. Acting 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.
To provide Reception/Administrative support to other areas within the radiotherapy service.
- 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.
- Exchange information with patients and staff, both verbally and in written format
- Communicate information between departments internally and external.
- Access patients demographic details on Medway and amend as necessary.
- Enter patient onto the Medway appointment system
- Provide comprehensive advice to patients/relatives regarding appointments.
- Track patient case notes in Medway system.
- Deal with queries from patients and other service users, for example GPs, hospital staff, social services, voluntary organisations and Trust management.
- Liaise with other members of staff regarding case notes and patient visits
- Resolves issues arising in own role, such as cancellation of patient appointments
- Uses own initiative to liaise with clinical staff where necessary regarding patient queries
- Use patient information systems to assist patients and staff.
- Work in Medway system, requiring standard keyboard skills
- Use of office equipment including PCs, fax machine, and phones.
- Maintain patient confidentiality at all times
- Follow all relevant policies and legislation.
- Post holder is expected to follow all relevant protocols, and standard practice.
- Work collaboratively with colleagues to ensure policies are adhered to.
- Undertakes surveys/audits as necessary to own work.
- Manager is available as point of reference for any queries and will meet regularly
Job description
Job responsibilities
The main purpose of the role is to provide a full and confidential reception and administrative service. Acting 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.
To provide Reception/Administrative support to other areas within the radiotherapy service.
- 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.
- Exchange information with patients and staff, both verbally and in written format
- Communicate information between departments internally and external.
- Access patients demographic details on Medway and amend as necessary.
- Enter patient onto the Medway appointment system
- Provide comprehensive advice to patients/relatives regarding appointments.
- Track patient case notes in Medway system.
- Deal with queries from patients and other service users, for example GPs, hospital staff, social services, voluntary organisations and Trust management.
- Liaise with other members of staff regarding case notes and patient visits
- Resolves issues arising in own role, such as cancellation of patient appointments
- Uses own initiative to liaise with clinical staff where necessary regarding patient queries
- Use patient information systems to assist patients and staff.
- Work in Medway system, requiring standard keyboard skills
- Use of office equipment including PCs, fax machine, and phones.
- Maintain patient confidentiality at all times
- Follow all relevant policies and legislation.
- Post holder is expected to follow all relevant protocols, and standard practice.
- Work collaboratively with colleagues to ensure policies are adhered to.
- Undertakes surveys/audits as necessary to own work.
- Manager is available as point of reference for any queries and will meet regularly
Person Specification
Qualifications
Essential
- Vocational qualification at level 2 or equivalent experience
- Good standard level of education
- Diploma or equivalent experience
- AMSPAR diploma
Experience
Essential
- Experience of working in a customer service or patient related environment
- Experience of undertaking administrative duties
- Experience of working in a clinical environment within the NHS
- Experience of using multiple healthcare IT systems
Knowledge
Essential
- Knowledge of patient information/ recording systems
- IT Literate
- Knowledge of Microsoft Office applications
Skills
Essential
- Ability to communicate effectively Customer/Patient care skills
- Able to work using own imitative, following instructions from a registered professional and line management
- Ability to demonstrate and share care skills to more junior health care support workers.
- Excellent organisation skills
Other
Essential
- Available to work flexibly
- Empathetic and Caring
Person Specification
Qualifications
Essential
- Vocational qualification at level 2 or equivalent experience
- Good standard level of education
- Diploma or equivalent experience
- AMSPAR diploma
Experience
Essential
- Experience of working in a customer service or patient related environment
- Experience of undertaking administrative duties
- Experience of working in a clinical environment within the NHS
- Experience of using multiple healthcare IT systems
Knowledge
Essential
- Knowledge of patient information/ recording systems
- IT Literate
- Knowledge of Microsoft Office applications
Skills
Essential
- Ability to communicate effectively Customer/Patient care skills
- Able to work using own imitative, following instructions from a registered professional and line management
- Ability to demonstrate and share care skills to more junior health care support workers.
- Excellent organisation skills
Other
Essential
- Available to work flexibly
- Empathetic and Caring
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.
