Imaging Call Handler Administrator (Band 2)
Imaging Call Handler Administrator (Band 2)
1 week ago Be among the first 25 applicants
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Job Overview
Imaging Call Hander/Administrator (Band 2)
Are you looking for an exciting career in the NHS, with great colleagues, paid annual leave, staff benefits?
We are recruiting a full time Imaging Call Handler/Administrator to work Monday, Tuesday and Friday 8.45am – 5.00pm
You will answer incoming calls from patients telephoning the Imaging department.
You will need to be able to follow a script and book straightforward Plain Film X-rays, confirm appointments, answer general queries and acquire knowledge to be able to transfer calls to the relevant team member for more complex queries.
You will need to provide clear and consise details to patients as well as participate in general office duties as and when required.
You will need to be educated to NVQ 2, GCSE level or equivalent, be an excellent communicator, have a good eye for details and excellent attention to detail whilst working under pressure. It is essential that you are able to work well in a team and be able to manage and complete tasks on your own.
Experience and knowledge of the Imaging terminology is desirable and experience in a hospital office environment would be advantageous, however full training will be given.
Main duties of the job
Provide a comprehensive call handling and administration service for patients contacting and attending North Bristol NHS Trust Imaging Department, updating the CRIS (Computerised Radiology Information System) and accurately pass messages to the relevant Booking Teams and Radiographic staff.
Working for our organisation
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Detailed Job Description And Main Responsibilities
* Act as first point of contact for patients telephoning the Imaging Contact Centre.
* Promote a friendly and welcoming environment for both staff and visitors to inspire confidence in the department and Trust.
* Receive and assist patients and all visitors attending the department in a courteous and professional manner.
* Confidently deal with queries coming into the department via telephone
* Adhere to appropriate booking rules when rescheduling and cancelling appointments
* Record the relevant information in CRIS and Lorenzo when appropriate
* Answer general queries regarding appointments and the hospital as appropriate.
* Respond and resolve patient queries where appropriate in line with departmental guidelines.
* Handle personal and confidential patient related information in a sensitive manner
* Receive and accurately pass on information to relevant personnel/teams.
* Maintain and update accurate patient details including attendance, personal and appointment details on the Computerised Radiology Information Systems (CRIS) and the PAS system (Lorenzo)
* Ensure that the relevant procedure for booking transport is followed.
* Send out appointment letters as and when required.
* Participate in all relevant aspects of Administration
* Ensure any compliments and complaints, from any source, are reported immediately to their Line Manager.
* Form and maintain good working relationships with all linked professionals and colleagues in the department
* Adhere to the Trust and Departmental policies, procedures and guidelines
These Will Include:
* Health & Safety
* Quality Assurance
* Infection Control
* Major Incidents
* Dress code
* Sickness absence
* Punctuality etc.
* Participate in Annual Appraisal reviews with a nominated appraiser.
* Co-operate fully in the introduction of new technology and of new methods of working as appropriate to the work of a Trust call handler.
* Demonstrate tasks to new and current staff.
* Report all incidents of injury to themselves or patients to a line manager and complete appropriate incident form.
* To undertake any such duties commensurate with the grading of the post and the post holder should treat this job outline as flexible as it will be amended as the service requirements and/or needs of the position develop
* Form and maintain good working relationships with all linked professionals and colleagues in the department
* Adhere to the Trust and Departmental policies, procedures and guidelines
These Will Include:
* Health & Safety
* Quality Assurance
Person specification
Training
Essential criteria
* Educated to GCSE or Equivalent
* Good knowledge of IT including word and excel
Desirable criteria
* Knowledg of some medical terminology
Work Experience
Essential criteria
* Experience working in a patient/customer focused environment
* Experience of telephone, face to face and administrative duties
* Experience of being able to manage own workload as well as being part of a team
Personal Qualities
Essential criteria
* Enthusiasm and commitment to work in a healthcare setting
* Good understanding and expectation of the role
* Able to meet the physical demands of the role
Knowledge
Essential criteria
* Excellent communication skills to deal with complex phone calls/situations
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
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