Job summary
An exciting opportunity has arisen for a well-motivated individual to join us as a Clinic Administrator in the Referrals and Bookings Team.
This is a full time position to work 37.5 hours, Monday-Friday 08:00-16:00 or 09:00-17:00, subject to change.
You will be enthusiastic, flexible, willing to learn, eager to play an effective part in a busy team environment and be able to use your own initiative.
When applying for this position, please refer to the person specification and demonstrate within your application form how you meet the criteria, providing examples where possible.
Main duties of the job
- Inputting of new referrals on to the CareFlow system.
- Adding first appointments for patients in to clinics, ensuring all relevant documentation is available.
- Amending clinic templates as instructed.
- Make and receive phone calls with patients.
A full, comprehensive list of duties can be found in the job description.
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
DUTIES AND RESPONSIBILITIES
- Ensure that all new referrals are registered within 24 hours of receipt and scanned onto the Patient Administration System (CareFlow) and CWP.
- Ensure accurate input of patient details when updating information databases and Patient Administration System (CareFlow), including routine use of the case note tracking system.
- Work closely with clinicians to manage clinic templates including amending appointment slots, cancelling, reducing, or adding new streams and adding ad hoc or new clinics onto the Patient Administration System (CareFlow).
- Liaise with referring Trusts regarding any outstanding patient reports as per Minimum Data Set (MDS) requirements.
- Undertake general administrative duties e.g., collating and disseminating incoming and outgoing correspondence, filing paperwork, to contribute to the effective operation of the team.
- Support the Support Managers and Deputy Service Manager to identify patients waiting longer than the accepted timescales as outlined in policies and take action to rectify. The post holder must prioritise clinical need over waiting times e.g., referrals requiring an urgent appointment.
- Take action in line with escalation procedures to ensure management are aware of any service issues or risks and concerns raised by a service user. Ensure that issues with capacity or the delivery of waiting time targets are escalated immediately to the Deputy Service Manager in line with procedures.
- Ensure that additional clinics or changes to appointments are communicated immediately to all relevant staff within the team and the service concerned.
- To ensure that any issues or risks in delivery of waiting time targets or managing processes in line with policies or relevant procedures are escalated immediately to the Deputy Service Manager.
- Co-ordinate with other Clinic Administrators when demand varies ensuring a one team approach for the benefit of the patient experience and quality of service provided.
- Meet with Clinic Supervisors and Support Managers on a regular basis to ensure capacity issues are escalated and actions clearly recorded to monitor progress.
- Communicate with service users (patients/relatives) via telephone in an empathetic and professional manner, using tact and diplomacy. Acknowledge potential barriers to communication e.g., language difficulties, disabilities and modify style of communication appropriately.
- Communicate effectively with all members of staff and external stakeholders, ensuring that a professional manner is always maintained.
- Undertake all duties allocated by the Clinic Supervisor as appropriate to the role e.g., creation and booking of adhoc clinics, registering referrals, appointment bookings.
- Work autonomously and as part of a team, to organise own workload and prioritise urgent matters.
- Good knowledge of Health Records systems and CareFlow.
- Maintain a good understanding of RTT and Cancer Standards and contribute to the compliance of all patient pathway targets.
- Work within all Trust policies appropriate to the role.
- Participate in rotational requirements to support the needs of the service, putting patient services before personal preferences. Provide cover during periods of annual leave and sickness for other administrative staff.
- Contribute to the training of new members of staff through sharing of knowledge and experience within a given area as required.
- Undertake any other duties as and when required.
- Demonstrate the agreed set of values and accountable for own attitude and behaviour.
This job description is not intended to be exhaustive but reflects the main responsibilities of the post holder. Other duties may be required from time to time, which are commensurate with the grade of the post. This job description is subject to regular review and appropriate modification as the demand of the service dictates.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
- Ensure that all new referrals are registered within 24 hours of receipt and scanned onto the Patient Administration System (CareFlow) and CWP.
- Ensure accurate input of patient details when updating information databases and Patient Administration System (CareFlow), including routine use of the case note tracking system.
- Work closely with clinicians to manage clinic templates including amending appointment slots, cancelling, reducing, or adding new streams and adding ad hoc or new clinics onto the Patient Administration System (CareFlow).
- Liaise with referring Trusts regarding any outstanding patient reports as per Minimum Data Set (MDS) requirements.
- Undertake general administrative duties e.g., collating and disseminating incoming and outgoing correspondence, filing paperwork, to contribute to the effective operation of the team.
- Support the Support Managers and Deputy Service Manager to identify patients waiting longer than the accepted timescales as outlined in policies and take action to rectify. The post holder must prioritise clinical need over waiting times e.g., referrals requiring an urgent appointment.
- Take action in line with escalation procedures to ensure management are aware of any service issues or risks and concerns raised by a service user. Ensure that issues with capacity or the delivery of waiting time targets are escalated immediately to the Deputy Service Manager in line with procedures.
- Ensure that additional clinics or changes to appointments are communicated immediately to all relevant staff within the team and the service concerned.
- To ensure that any issues or risks in delivery of waiting time targets or managing processes in line with policies or relevant procedures are escalated immediately to the Deputy Service Manager.
- Co-ordinate with other Clinic Administrators when demand varies ensuring a one team approach for the benefit of the patient experience and quality of service provided.
- Meet with Clinic Supervisors and Support Managers on a regular basis to ensure capacity issues are escalated and actions clearly recorded to monitor progress.
- Communicate with service users (patients/relatives) via telephone in an empathetic and professional manner, using tact and diplomacy. Acknowledge potential barriers to communication e.g., language difficulties, disabilities and modify style of communication appropriately.
- Communicate effectively with all members of staff and external stakeholders, ensuring that a professional manner is always maintained.
- Undertake all duties allocated by the Clinic Supervisor as appropriate to the role e.g., creation and booking of adhoc clinics, registering referrals, appointment bookings.
- Work autonomously and as part of a team, to organise own workload and prioritise urgent matters.
- Good knowledge of Health Records systems and CareFlow.
- Maintain a good understanding of RTT and Cancer Standards and contribute to the compliance of all patient pathway targets.
- Work within all Trust policies appropriate to the role.
- Participate in rotational requirements to support the needs of the service, putting patient services before personal preferences. Provide cover during periods of annual leave and sickness for other administrative staff.
- Contribute to the training of new members of staff through sharing of knowledge and experience within a given area as required.
- Undertake any other duties as and when required.
- Demonstrate the agreed set of values and accountable for own attitude and behaviour.
This job description is not intended to be exhaustive but reflects the main responsibilities of the post holder. Other duties may be required from time to time, which are commensurate with the grade of the post. This job description is subject to regular review and appropriate modification as the demand of the service dictates.
Person Specification
Qualifications
Essential
- Secondary-level education GCSE Maths and English at C-grade or above, or equivalent
- RSA Stage II or equivalent experience
Desirable
- Evidence of further development
- European Computer Driving License or equivalent
Experience
Essential
- Previous clerical and/or secretarial experience
- Experience of working with IT packages to include Word & Excel
- Evidence of working autonomously and as part of a team
- Confidence in dealing with professional groups
- Evidence of handling difficult circumstances e.g. customer complaints
- Knowledge of NHS administrative procedures
Desirable
- Previous administrative and clerical experience in a hospital environment
- Experience of hospital administration systems
Skills
Essential
- Excellent written and verbal communication skills
- Ability to identify barriers to communication and adapt style/method accordingly
- Basic keyboard skills and IT literate
- Ability to prioritise workload
- Excellent interpersonal skills and telephone manner
- Ability to work unsupervised or as part of a team
Knowledge
Essential
- Knowledge and familiarity with a range of software including Word, Excel, database packages, e-mail and web browsers
- Understanding of the importance of data protection and confidentiality
- Awareness of the NHS access targets and associated policies
Desirable
- Basic knowledge of NHS terminology
- Knowledge of multiple service areas e.g. outpatient clinic areas
Values
Essential
- Achievement and recognition.
- Learning and development.
- Communication and engagement.
- Ability to demonstrate the organisational values and behaviours
Other
Essential
- Attention to detail and accuracy
- Ability to work under pressure
- Ability to follow standard operating procedures or policies
- Adaptable to change and flexible in approach to new procedures or working practices
- Willingness to learn
Person Specification
Qualifications
Essential
- Secondary-level education GCSE Maths and English at C-grade or above, or equivalent
- RSA Stage II or equivalent experience
Desirable
- Evidence of further development
- European Computer Driving License or equivalent
Experience
Essential
- Previous clerical and/or secretarial experience
- Experience of working with IT packages to include Word & Excel
- Evidence of working autonomously and as part of a team
- Confidence in dealing with professional groups
- Evidence of handling difficult circumstances e.g. customer complaints
- Knowledge of NHS administrative procedures
Desirable
- Previous administrative and clerical experience in a hospital environment
- Experience of hospital administration systems
Skills
Essential
- Excellent written and verbal communication skills
- Ability to identify barriers to communication and adapt style/method accordingly
- Basic keyboard skills and IT literate
- Ability to prioritise workload
- Excellent interpersonal skills and telephone manner
- Ability to work unsupervised or as part of a team
Knowledge
Essential
- Knowledge and familiarity with a range of software including Word, Excel, database packages, e-mail and web browsers
- Understanding of the importance of data protection and confidentiality
- Awareness of the NHS access targets and associated policies
Desirable
- Basic knowledge of NHS terminology
- Knowledge of multiple service areas e.g. outpatient clinic areas
Values
Essential
- Achievement and recognition.
- Learning and development.
- Communication and engagement.
- Ability to demonstrate the organisational values and behaviours
Other
Essential
- Attention to detail and accuracy
- Ability to work under pressure
- Ability to follow standard operating procedures or policies
- Adaptable to change and flexible in approach to new procedures or working practices
- Willingness to learn
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.
