Contact information For further information, please contact Nasim Bobat, (Radiology Admin Team Leader ) at 01924 512423 or email: nasim.bobat@nhs.net About the role The post holder will be working within a team in a fast paced environment to support the co-ordination of patient s appointments at Mid Yorkshire Teaching NHS Trust. Whilst using multiple IT systems the role will encompass diagnostic outpatient booking, pathway management and call handling. This involves close liaison with a wide range of internal and external staff, particularly direct telephone conversations with patients on a daily basis. The post holder will often be the first point of contact for patients into the organisation or department. The post holder will ensure that patients are treated in clinical and chronological order in the appropriate setting, ensuring that appointment slots are utilised to maximum capacity. The individual will have awareness of when to make clear decisions and when to escalate to their team leader accordingly. The post holder will support to deliver a professional and efficient patient focused appointment booking service in accordance with Trust policies and standards. This requires a high level of customer care often communicating with distressed and anxious patients and relatives in a sensitive and empathetic manner. Main duties Develop and maintain the ability to use and simultaneously navigate a range of computer systems including Patient Administration System (PAS/ECamis), Radiology system CRIS, order communications system, digital call handling system, Microsoft packages. The post holder will be required to work in a fast-paced environment, with the ability to manage competing demands whilst multitasking with the possibility of multiple interruptions. To frequently sit and concentrate using computer screens for a substantial proportion of the working day, inputting accurate information, using varying computer systems at the same time, often whilst speaking with a patient. Involves high volumes of phone calls to and from patients arranging diagnostic scans in accordance to urgency and booking guidelines. To provide a dedicated service to individual modalities, working in partnership with a multi-disciplinary team including clinical and administrative colleagues to ensure diagnostic capacity is utilised to optimum levels. Using the Radiology booking system manage multiple lists to ensure patients are selected and booked in clinical priority and chronological order in line with local and national targets (DM01, cancer) prior to booking. To book, cancel and re-arrange appointments in line with the Trusts Patient Access Policy ensuring slots are offered to patients giving reasonable notice. The post holder will be required to ensure or request that the patient has up to date bloods completed prior to their scan being able to be carried out. The post holder will be responsible for ensuring patients are appropriately prepped for their examination which may require arranging for prescriptions to be completed and collected, advising patients to fast/fill bladders, asking patients clinically vital questions in order to book patients in safely, for example when booking MSK injections Book interpreters when requested To book patient transport when required, taking into account the patients mobility against booking guidance for Patient Transport Service. To ensure utilisation of all capacity efficiently taking into account last minute availability. Liaise with clinical colleagues to request the timely vetting of referrals by appropriate speciality to ensure waiting-times targets are adhered to, escalating and intervening where necessary to expedite appointments and procedures to avoid breaches. To have a clear understanding of different pathways within diagnostics be this routine, cancer, acute or planned and support appropriate bookings accordingly. To be responsible for managing a patient pathway by the way of booking appointments, redirecting and rejecting referrals whilst liaising with and escalating to clinical and management teams as appropriate. The post holder will be responsible, for registering new patients on the Trust Patient Administration system, ensuring all information is data quality checked against the National Patient System (SPINE) To be accountable for adding new patient referrals on the Radiology system ensuring all patient detail is correct and updating accordingly on ECamis The post holder will be responsible for proactively processing and managing referrals via the Order Comms System (ICE), ensuring referrer details are correct, checking the approved Non Medical Referrer list (NMR) The post holder will be responsible for managing the Diagnostic email in-box which regularly contain clinical escalation and prioritisation of patient appointments, ensuring that all emails are dealt with and actioned in a timely and efficient manner to maintain service and patient safety. To develop extensive knowledge of a wide range of modalities to enable accurate booking of appointments in line with Trust policy and speciality guidelines. Ensure patients are managed in line with the Trust Access Policy for DNA and cancellations, where appropriate taking into account child protection and safeguarding of children and adults. To follow departmental modality booking guidelines ensuring they are maintained and up-to-date for individual modalities. To ensure all calls are answered in line with the departmental service level agreement ensuring call quality is maintained for a positive patient experience and in line with departmental key performance indicators To ensure all calls are logged with the appropriate phone coding to aid service development. To deal effectively with calls from internal and external stakeholders of varying complexities ensuring a positive resolution or transfer to relevant department as necessary. To assist with the confidential management of all types of patient records both electronically and paper to maintain confidentiality and security in line with Trust policy and procedures. Ensure a high standing of customer service is provided at all times to all service users in a helpful, courteous, empathetic, reassuring manner. The post holder will be required to often communicate sensitive and sometimes distressing information to patients, relatives and carers. The post holder will be expected to have knowledge and awareness of the communication requirements of patients, relatives and carers in line with Accessible Information Standards (AIS). To use confident interpersonal skills to enable effective communication with all. The post holder will at times be the first point of contact for patient complaints. They must have the ability to show compassion and understanding. The post holder will be required to accurately scan patient referrals onto the Trust Radiology system ensuring patient safety and data quality. Assist with other modality booking teams within the Radiology appointment centre when required to ensure efficient service delivery To carry out general administration duties and provide clerical assistance as required, prioritising own workload on a daily basis whilst recognising when it is appropriate to escalate to a manager. To assist in the training of new colleagues, offer ongoing support, knowledge sharing with other members of the Radiology booking team. Promote effective customer focused communication with patients and service users. To respond to telephone and / or face to face enquiries complying with departmental guidance. Request, cancel and re-arrange appointments in line with local and national targets. Receive, sort and distribute goods and post delivered to the ward/department. Attend regular departmental meetings. Essential person specification requirements Sound educational background 5 GCSE s Grade C/4 or above NVQ 3 in Business Administration or equivalent experience ECDL or equivalent Experience of working with multiple computer software programmes such as Microsoft Office, Patient Administration System, ICE Working within a multi-disciplinary team Experience of working in a customer service environment Excellent communication skills to overcome barriers of understanding Working in a demanding and fast paced environment and ability to cope with regular interruptions and changes to work priorities Experiencing of collating data Ability to organise self, working to deadlines and ensuring quality standards Experience of scheduling/coordination activities and/or resources. Be part of MY team We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day. Application guidance: We understand that more applicants are using AI technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form. Our benefits Access to the NHS pension plan Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service Exceptional employee health and wellbeing services Extensive benefits and support, including: Onsite nurseries and childcare salary sacrifice scheme Cycle to work scheme Home electronics scheme Car lease salary sacrifice scheme Working carers support and advice, carers network and carers passport Flexible working options and family and carer-friendly policies Established staff networks, including LGBTQ and Race Equality Career progression, training and support Skilled worker sponsorship You can find out more about skilled worker and health and care visas on our careers site .