We are currently looking for enthusiastic, motivated individuals to join our team at the Christie at Macclesfield on a part-time (21 hours per week) basis on a Monday, Tuesday and Friday.
The main purpose of the role is to work on the reception desk in a front facing role, taking responsibility for all reception duties for patients attending oncology clinics, radiotherapy, chemotherapy and haematology treatment clinics and phlebotomy appointments.
This will include working on his/her own initiative when required, experienced in using a range of computer packages and a willingness to undertake a range of administration and reception duties, in a patient facing role, including dealing with telephone queries and requests on a regular basis.
Facilitating the efficient running of the unit, ensuring all patients are checked in and out and that future appointments are booked.
The post holder will also support the medical and nursing teams with clerical tasks and bookings including hospital transport.
Main duties of the job
* General reception duties booking patients into clinics and outcoming appointments.
* Adhere to all written instructions on the proforma with regard to scheduling and booking of appointments.
* To contact patients by telephone with regard to their appointments and to update case notes.
* To book patients' transport as per protocol and request interpreters as appropriate.
* Clinic list preparation for outpatient clinics
* Collate and disseminate all incoming and outgoing correspondence appropriately.
* To deal effectively with all telephone calls in conjunction with the cancellation and rebooking of patient's treatments and appointments, and effectively deal with queries from patients, GPs, and other outside agencies.
* Responsible for sending radiotherapy treatment and RTP planning letters to patients and adding to Outpatient waiting lists for radiotherapy
* Undertake general clerical tasks as delegated by the Admin Manager, Clinical PAs and Clinical Administrators, to contribute to the smooth running of the team.
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 responsibilities
KEY ROLE DIMENSIONS
Communication & Relationship Skills
Exchange information with patients and staff on the arrival of patients, both verbally and electronically
Communicate information about appointments schedules to patients
Exchange relevant information with GPs and other health professionals
Deal compassionately with distressing situations including communicating with patients who may be anxious, angry or upset
Liaise with other members of staff regarding patient visits and queries
Deal effectively with telephone calls and booking enquiries
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
Update patients demographic details and alert management of any discrepancies
Planning & Organisational Skills
Schedule patients appointments and discharge
Clinic preparation to ensure that all clinic forms are present
Prepare appointment and discharge letters for patients
Make alterations to clinic bookings to accommodate arrival of unexpected patients
Monitor stationary and other supplies
Undertake patient transport bookings
Physical Skills
Work in patient information system, requiring standard keyboard skills
Use office equipment including PCs, scanners and telephones
Responsibility Patient/Client Care
Provide comprehensive advice to patients/relatives regarding appointments
Signpost patients to other areas of the 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
Ensure that office and patient supplies are adequate 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
Enter patient appointments and outcomes in patient information system
Print forms to attach to patient notes
Print out daily clinic lists
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 organise own time and workload activity with prioritisation
Use own initiative to solve problems and answer staff and patient enquiries
Physical Effort
Periods of time spent sitting at keyboard to input information
Moving heavy sets of case notes around reception areas frequently during day
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, missing appointments, cancelled clinics, staff absence and patient illness
Emotional Effort
Direct interaction with patients often suffering from terminal illnesses
Receiving phone calls from family members informing of the death or deterioration of patients
Frequent exposure to distressed patients who may be 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
* GCSE English and Maths Good standard of verbal and written English
* Diploma or equivalent experience
* ECDL or equivalent
Experience
* Experience of administrative or clerical work including a customer-facing dimension
* IT Literate
* Experience of working within the national health service.
Skills
* Excellent communication and interpersonal skills including the ability to relate well to people at all levels and to be tactful and sympathetic with distressed people
* Good telephone manner
* IT literate
* Familiarity with Microsoft office applications.
Knowledge
* Knowledge of booking patient appointments and data recording systems
* Knowledge of medical terminology
Other
* Ability to work unsupervised
* Able to work under pressure
* Tactful and diplomatic
* 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.
Employer name
The Christie NHS FT
Address
Chemotherapy Macclesfield Admin - E00981
Chemotherapy Macclesfield Admin - E00981
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