Job summary
A 21-month apprenticeship agreement developing into a permanent role on successful completion.
Band 3 - Annex 21. £22,368 throughout the 18-21 month period. Providing successful completion of the apprenticeship, permanent appointment to Band 3 £24,625 - £25,674 pay scale.
An exciting opportunity has arisen for an enthusiastic individual to embark on a Level 3 Apprenticeship in Business Administration (Cancer Care Contextualised) within the SACT (Systemic Anti-Cancer Therapies) Department here at The Christie. We require a scheduler to work as part of our existing team to schedule patients receiving systemic anti-cancer treatments. The post holder will be expected to work as part of a very busy team, spending time in out-patient clinics and covering other administration roles including reception.
The successful candidate will receive first class training and work towards a formal qualification whilst developing professional skills to provide a SACT scheduling service to the Trust. They will receive 6 hours off-the-job learning time per week.
Please read the eligibility criteria set out in the 'Apprenticeships - guidance for applicants' document attached to the NHS Jobs page for this vacancy.
Main duties of the job
As an Apprentice SACT Scheduler you will be trained to be a valuable member of our team, providing support such as booking of patients SACT treatment and Outpatients appointments, communicating with patients and relatives both face to face and on the phone and ensuring patients receive their appointments in a timely manner. Other administration skills will be required upon development.
The role requires the individual to meet deadlines for appointments and targets, to communicate well with all members of the multidisciplinary team, patients, and their relatives and to act in a professional, courteous manor at all times.
To be successful, you will need to show a willingness to learn and work as part of a team. Have good attention to detail, organisational and IT skills and the confidence to question and seek clarity from your team members and stakeholders.
You may be asked to cover reception duties with an expectation to work some bank holidays and Saturdays on rotation. The department is open from 7.30am to 6pm (Monday to Friday) and the team is expected to cover between these hours with some flexibility.
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
The post-holders responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship.
The scheduling of patients SACT treatment, and Outpatients appointments, communicating with patients and relatives both face to face and on the phone, ensuring patients receive their appointments in a timely manner. Other administration skills will be required.
It requires the individual to meet deadlines for appointments and targets, to communicate well with all members of the multidisciplinary team, patients, and their relatives and to act in a professional, courteous manor at all times.
KEY ROLE DIMENSIONS
Duties/Responsibilities in italics are to be developed during the apprenticeship period
Communication & Relationship Skills
- Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format
- Communicate complex information about chemotherapy appointment schedules to patients
- Communicate with patients who may be anxious, angry or upset
- Exchange relevant information with GPs and other health professionals
- Deal compassionately with distressing situations
- Liaise with other members of staff regarding patient notes and visits
- Maintain patient confidentiality at all times
Analytical & Judgmental Skills
- Resolve issues arising in own role, such as cancellation of patient appointments
- Use own initiative to liaise with clinical staff where necessary regarding patient queries
- Use patient information systems to assist patients and staff with solving issues
- Apply knowledge to correctly code treatment appointments and first definitive treatments
- Assess patients demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS
Planning & Organisational Skills
- Plan for patient appointments ensuring meeting clinic requirements, availability and protocol
- Ensure all investigation requests (e.g. phlebotomy) have been added to appointments ahead of clinic preparation
- Appropriate escalation in the event of unexpected patients and queries to resolve efficiently
- Use the iQemo scheduling system to book patients for treatment.
- Ensure that annual leave does not occur at the same time as colleagues
- Provide cover for colleagues across the department and at other trusts (remotely) who deliver chemotherapy activity in times of sickness and annual leave therefore will be familiar with systems and processes in all areas.
Physical Skills
- Work in patient information system, requiring standard keyboard skills
- Use office equipment including PCs, printers and phones
Responsibility Patient/Client Care
- Provide comprehensive advice to patients/relatives regarding appointments
- Signpost patients to other areas of hospital
Responsibility Policy & Service Development
- Follow all relevant policy and legislation
- Work collaboratively with colleagues to ensure policies are adhered to
Responsibility Financial & Physical Resources
- Handle financial donations, frequently made by patients visiting the unit
- Ensure that office supplies are adequate, ordered and obtained for the smooth running of the unit
Responsibility Human Resources
- To provide induction support to new post holders
- Demonstrate workplace routines to less experienced members of staff
Responsibility Information Resources
- Update patient demographic details in patient information system
- Enter patient appointments and outcomes in patient information system
- Regular monitoring and actioning of new patient treatment requests and electronic outcome forms
Responsibility Research & Development
- Undertake surveys/audits as necessary
Freedom to Act
- Post holder is expected to follow all relevant protocols, SOPs and standard practice
- Administrative manager is available as point of reference for any queries and will meet regularly with staff
- Plan and organize own time and workload activity with prioritization
- Use own initiative to solve problems and answer staff and patient enquiries
Physical Effort
- Periods of time spent sitting at keyboard to input information
Mental Effort
- Concentration is required when making appointments and entering data on patient information system
- Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff
- Unpredictable pattern of working due to arrival of unplanned patients, cancelled clinics, staff absence and patient illness
Emotional Effort
- Direct interaction with patients suffering from terminal illnesses
- Receiving phone calls from family members informing of the death or deterioration of patients
- Frequent exposure to distressed patients who are upset or angry
Working Conditions
- Continuous use of VDU for patient management
- Very busy reception area
- Frequent exposure to physically ill patients in waiting area
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
The post-holders responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship.
The scheduling of patients SACT treatment, and Outpatients appointments, communicating with patients and relatives both face to face and on the phone, ensuring patients receive their appointments in a timely manner. Other administration skills will be required.
It requires the individual to meet deadlines for appointments and targets, to communicate well with all members of the multidisciplinary team, patients, and their relatives and to act in a professional, courteous manor at all times.
KEY ROLE DIMENSIONS
Duties/Responsibilities in italics are to be developed during the apprenticeship period
Communication & Relationship Skills
- Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format
- Communicate complex information about chemotherapy appointment schedules to patients
- Communicate with patients who may be anxious, angry or upset
- Exchange relevant information with GPs and other health professionals
- Deal compassionately with distressing situations
- Liaise with other members of staff regarding patient notes and visits
- Maintain patient confidentiality at all times
Analytical & Judgmental Skills
- Resolve issues arising in own role, such as cancellation of patient appointments
- Use own initiative to liaise with clinical staff where necessary regarding patient queries
- Use patient information systems to assist patients and staff with solving issues
- Apply knowledge to correctly code treatment appointments and first definitive treatments
- Assess patients demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS
Planning & Organisational Skills
- Plan for patient appointments ensuring meeting clinic requirements, availability and protocol
- Ensure all investigation requests (e.g. phlebotomy) have been added to appointments ahead of clinic preparation
- Appropriate escalation in the event of unexpected patients and queries to resolve efficiently
- Use the iQemo scheduling system to book patients for treatment.
- Ensure that annual leave does not occur at the same time as colleagues
- Provide cover for colleagues across the department and at other trusts (remotely) who deliver chemotherapy activity in times of sickness and annual leave therefore will be familiar with systems and processes in all areas.
Physical Skills
- Work in patient information system, requiring standard keyboard skills
- Use office equipment including PCs, printers and phones
Responsibility Patient/Client Care
- Provide comprehensive advice to patients/relatives regarding appointments
- Signpost patients to other areas of hospital
Responsibility Policy & Service Development
- Follow all relevant policy and legislation
- Work collaboratively with colleagues to ensure policies are adhered to
Responsibility Financial & Physical Resources
- Handle financial donations, frequently made by patients visiting the unit
- Ensure that office supplies are adequate, ordered and obtained for the smooth running of the unit
Responsibility Human Resources
- To provide induction support to new post holders
- Demonstrate workplace routines to less experienced members of staff
Responsibility Information Resources
- Update patient demographic details in patient information system
- Enter patient appointments and outcomes in patient information system
- Regular monitoring and actioning of new patient treatment requests and electronic outcome forms
Responsibility Research & Development
- Undertake surveys/audits as necessary
Freedom to Act
- Post holder is expected to follow all relevant protocols, SOPs and standard practice
- Administrative manager is available as point of reference for any queries and will meet regularly with staff
- Plan and organize own time and workload activity with prioritization
- Use own initiative to solve problems and answer staff and patient enquiries
Physical Effort
- Periods of time spent sitting at keyboard to input information
Mental Effort
- Concentration is required when making appointments and entering data on patient information system
- Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff
- Unpredictable pattern of working due to arrival of unplanned patients, cancelled clinics, staff absence and patient illness
Emotional Effort
- Direct interaction with patients suffering from terminal illnesses
- Receiving phone calls from family members informing of the death or deterioration of patients
- Frequent exposure to distressed patients who are upset or angry
Working Conditions
- Continuous use of VDU for patient management
- Very busy reception area
- Frequent exposure to physically ill patients in waiting area
Person Specification
Qualifications
Essential
- Willingness to study towards a Level 3 Apprenticeship in Business Administration (Cancer Care route).
- 2 GCSEs, those being Maths and English, at Grade C or above (or equivalent, including Functional Skills Level 2)
Desirable
- ICT/Digital Skills/ECDL or equivalent
- 5 GCSEs at Grade C or above including Maths and English (or equivalent, including Functional Skills Level 2)
Experience
Desirable
- Experience of administrative or clerical work including a customer-facing dimension
- Experience of working within the national health service.
Skills
Essential
- Excellent communication and interpersonal skills
- Good telephone manner
- Attention to detail
- IT literate
Desirable
- Familiarity with Microsoft office applications.
Knowledge
Desirable
- Knowledge of booking patient appointments and data recording systems
- Knowledge of medical terminology
Values
Essential
- Ability to demonstrate the organisational or NHS values and behaviours.
Desirable
- Awareness of the organisational values
Other
Essential
- Problem solving skills
- Ability to work unsupervised
- Able to work under pressure
- Tactful and diplomatic
Desirable
- Flexible working hours
- Able to deal compassionately with distressing situations
Person Specification
Qualifications
Essential
- Willingness to study towards a Level 3 Apprenticeship in Business Administration (Cancer Care route).
- 2 GCSEs, those being Maths and English, at Grade C or above (or equivalent, including Functional Skills Level 2)
Desirable
- ICT/Digital Skills/ECDL or equivalent
- 5 GCSEs at Grade C or above including Maths and English (or equivalent, including Functional Skills Level 2)
Experience
Desirable
- Experience of administrative or clerical work including a customer-facing dimension
- Experience of working within the national health service.
Skills
Essential
- Excellent communication and interpersonal skills
- Good telephone manner
- Attention to detail
- IT literate
Desirable
- Familiarity with Microsoft office applications.
Knowledge
Desirable
- Knowledge of booking patient appointments and data recording systems
- Knowledge of medical terminology
Values
Essential
- Ability to demonstrate the organisational or NHS values and behaviours.
Desirable
- Awareness of the organisational values
Other
Essential
- Problem solving skills
- Ability to work unsupervised
- Able to work under pressure
- Tactful and diplomatic
Desirable
- Flexible working hours
- Able to deal compassionately with distressing situations
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.
