Job Summary
The post holder will be part of an administrative team supporting clinical services within the radiology department, managing daily demand and prioritising incoming referrals into urgent and non‑urgent categories. The Senior Admin will support the booking team across both hospital sites (Hillingdon Hospital and Mount Vernon Hospital, including the Maternity Building) and handle patient relations.
Key duties include managing special appointments, liaising with third‑party providers such as "Healthshare & CDC" for outsourced patient reports, and ensuring an efficient appointment service across the Trust.
Responsibilities and Key Result Areas
* Deal with patients’ complaints and queries, reporting to the Admin Manager (complaints involving department staff are handled by the Department Manager).
* Ensure appointments are correctly booked within RTT rules for diagnostics, and appropriate instructions/pre‑parations are given to patients.
* Monitor long‑waiter patient appointments via DM01, investigate delays, and discuss bottlenecks with the admin manager.
* Alter or cancel sessions in the event of radiologist leave.
* Actively monitor PTL in line with 18‑week directives and escalates potential breaches timely.
* Present a friendly, professional image to patients and maintain good working relationships with other departments.
* Collaborate professionally with MIU and other wards.
* Adapt and manage resources and services according to demand, capacity and future expansion.
* Train staff in computer use for patient registration, complying with the Department Induction programme.
* Train staff in reception duties, including acceptance/rejection of order communications.
* Answer telephone calls promptly and courteously, handling queries appropriately.
* Prepare paperwork and forms for future appointments.
* Support day‑to‑day accuracy of data in the Radiology Information System (Soliton, PACS, Cerner, IEP) for all imaging and X‑ray referrals, ensuring equitable access per national and local policies.
* Register new patients on Cerner and cross‑check demographic information with SPINE.
* Monitor IEP and manage requests in a timely manner; support PACS housekeeping as required.
* Monitor the HealthShare outsourced patient tracker, updating patient records on Soliton.
* Support various outsourcing processes (Healthshare for ultrasound, CDC for CT and MRI).
* Manage request forms in date order, entering booking instructions and scheduling appointments in Soliton diary.
* Liaise with Superintendent regarding urgent appointments to meet current targets.
* Ensure urgent appointment letters are processed and sent as priority.
* Confirm patient attendance to reduce DNA; phone cancellation list to fill slots.
* Respond to FOI requests in a timely, appropriate manner.
* Work proactively across the Trust.
* Communicate directly with department patients about queries regarding procedures or appointments.
* Rebook or rearrange appointments as required, liaising with Superintendent on special cases.
* Participate in department audit and staff meetings.
* Stay updated on technology developments and develop appropriate skills in modern technology.
* Perform any other business as directed by the Radiology Admin Manager, Service Manager or Head of Radiology.
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