Detailed job description
and main responsibilities
1. To receive electronic referrals for planning (including technical support) and treatment (radiotherapy and brachytherapy) from local and outlying clinics.
2. Print, sort and distribute all computerised appointments and Medical Records pulling lists where and when needed. Also making sure all patients’ appointment letters are sent out in a timely manner.
3. The post holder is expected to plan, organise and prioritise their work and to work within established policies, procedures and guidelines with minimal supervision.
4. To liaise with all members of staff within the Radiotherapy department and to liaise with other departments within the cancer network as required.
5. To ensure that whenever possible appointments are issued within JCCO and Cancer Waiting Times Guidance.
6. Personal initiative is required when dealing with matters independently where they can, but referring non-routine enquiries and matters as required to their Line Manager.
7. Deal with any enquiries and offer non-clinical advice to patients, relatives, visitors and staff from within and outside the hospital. This may require tact and persuasive skills when resolving problems or difficulties when there is a need to overcome barriers to understanding.
8. To deal effectively with patient’s complaints relating to appointment bookings and delays in clinics on the telephone.
9. To exchange information with patients and staff for appointments electronically, in person and in a written format on a regular basis.
10. Retrieving messages from answer phones and contacting patients at a later stage to assist in any queries, book appointments and communicate any changes
11. To communicate changes to patients re: clinic or treatment delays/ cancellations through effective dialogue to ensure matters are resolved satisfactorily and patients/clinicians have a clear understanding of the way forward
Person specification
Qualifications
Essential criteria
12. Good general education. Ability to demonstrate passed Maths and English GCSE
13. NVQ Level 3 in Customer Service and Administration or equivalent knowledge
Desirable criteria
14. Use of E-Camis, EPR, or Mosaiq
Experience
Essential criteria
15. Experienced in range of clerical duties and procedures
16. Experienced in customer service roles
Desirable criteria
17. Previous relevant Hospital or Reception experience
18. Previous GDPR training
Technical Skills
Essential criteria
19. Evidence of communication skills, written and verbal
20. Experience of having attention to detail when performing repetitive tasks.
21. Ability to deal with emotionally stressful situations
22. Ability to resolve confrontational situations both face to face and via telephone
23. Experience of computer software programs
24. Evidence of being able to prioritise workload and work to deadlines
Desirable criteria
25. Previous knowledge of managing cancer wait times