Job overview
We are seeking enthusiastic, highly motivated clerical officers to join our exceptional Community Diagnostic Centre teams.
We are looking for people who are dedicated team players, able to work under pressure and have strong customer service skills.
Our clerical team are the first point of contact for patients and visitors as they arrive in our department and we are looking for friendly individuals who can deliver consistent, quality, customer care to all.
You must have good IT skills; some knowledge of patient database management would be an advantage but not essential as full training will be provided.
Attention to detail is a must as you will be entering data onto the clinical systems and accuracy is therefore vital. A good telephone manner is essential as you will need to speak to patients and professionals alike on a daily basis.
PLEASE NOTE: We are unable to offer sponsorship for this post
Main duties of the job
We are working towards departmental shift work which will cover 7 days a week 8am-8pm. You will be expected to display a flexible approach to these working patterns and to be willing to work weekends as part of your rotation.
* Required to be flexible for 7 Day working.
* Required to be flexible for shifts 8-8.
* Required to work across either CDC.
The CDCs are integral to the coordinated efforts of the Acute Provider Collaborative to improve and expand diagnostic capacity available to the people of South East London, away from acute facilities.
Our CDC sites are based at Eltham Community Hospital and Queen Mary's Sidcup.
Detailed job description and main responsibilities
Job Summary
* Accountable to the Community Diagnostic Centre Administration and Pathway Manager.
* To provide “front line” reception service to patients attending for X-rays, ultrasound, CT, MRI and other services that are at the CDC, ensuring all visitors are greeted in a welcoming manner.
* To provide and take a proactive role in prioritising the delivery of an effective and efficient reception service for the Radiology department and respond to the changing demands of the service, ensuring high professional standards at all times.
* To work with other team members in implementing any improvements to the efficiency and quality of the service, and develop competencies in all areas, whilst keeping up-to-date and providing ongoing support to colleagues.
* To contribute to the delivery of a comprehensive administrative and clerical service within Radiology.
* To ensure the successful preparation of appointments covering all Imaging modalities following guidelines/preparations consistent with the requested examination, book patients at the reception, and liaise with staff in the department.
Key Result Areas & Performance:
* Responsible to receive patients, carers, relatives and other staff, as they arrive in the department, in a pleasant, helpful and caring manner.
* Confirm patients' identification and complete any necessary data, e.g. ethnicity, patient’s telephone number, on the Radiology Information System (RIS).
* Responsible for directing patients through the imaging department.
* Responsible for handling and assisting patients/visitors with queries of sensitive nature, explaining procedures in layman’s terms and stressing the examination requirements.
* Responsible for following the 10 day rule (IRMER Regulation 2000) when making X-Ray/CT appointments for female patients.
* Required to liaise with diagnostic coordinator about patient delays and provide updates.
* Responsible for handling telephone and reception queries from patients, other hospital staff and General Practitioners, advising patients regarding preparation for their examinations and taking details of cancellations.
* Responsible for handling enquiries from clinics, doctors and other hospitals requiring a copy of reports and printing/faxing as necessary.
* Responsible for ensuring that paper referrals received are date/time stamped and entered onto RIS prior to the appointment letter being sent.
* Responsible for managing electronic referrals from the orders list (via iCare) and dealing with deferred orders promptly to avoid delays.
* Responsible for booking patients for their examinations and issuing appointment letters, ensuring relevant leaflet(s) and any special preparation are sent.
* Responsible for maintaining the waiting list and advising the Imaging Lead Administrator of any issues or possible breaches before they arise.
* Responsible for ensuring that all available appointment slots are filled and no slots are lost, maintaining a cancellation list and ringing patients to attend at short notice.
* Responsible for checking referrals and vetting regularly to ensure appointments are promptly allocated, liaising with clinical staff for vetting of procedures not covered in set guidelines.
* Responsible for coordinating patients' Imaging requirements with other hospital appointments.
* Responsible for ensuring DNA letters are sent to referrer promptly and new appointment letters are sent to patients.
* Responsible for offering an alternative appointment to urgent or 2‑week wait patients and contacting them by phone to confirm need.
* Responsible for booking patients in order of priority ‘first in first out’ to ensure fairness and equality in booking of all appointments (ACCESS Policy).
* Responsible for taking telephone enquiries.
* Responsible for working to departmental hours of service, covering other team members during holiday or absences and offering assistance to other clerical staff, including cross‑site work.
* Required to comply with the Departmental policies, e.g. Care of Information, Telephone Policy.
Personal and People Development
* Expected to attend and participate in departmental staff meetings and other meetings relevant to the post, including regular staff training afternoons.
* Expected to attend relevant study days and in‑house lectures, including all mandatory training updates.
Person specification
Qualifications & Training
* Good general education, to include GCSE/CSE English, or equivalent experience.
Experience
* Previous experience of reception duties, dealing directly with members of the public.
* Confident use of telephone, good telephone manner, able to take and give accurate telephone messages.
* Confident to act on own initiative with minimal supervision.
* Ability to multi‑task and be flexible throughout the day.
* Knowledge and awareness of customer care.
Knowledge & Skills
* Excellent use of a computer/keyboard skills.
* Able to organise and prioritise own work schedule.
* Able to attend to and direct all patients arriving into the imaging department (in‑patients and out‑patients).
* Ability to work under pressure in a busy working environment and to be able to work independently and as part of a team.
* Good attention to detail for accurate input of data.
* Good communication skills, ability to communicate at all levels.
* Demonstrable experience in dealing with the public in sensitive and confidential situations.
* An understanding of information governance.
* Working knowledge of Radiology Information System (RIS), iCare computer systems preferred, although full ongoing training is provided.
* Able to demonstrate an aptitude for training.
We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.
As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce reflects the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBTQ+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.
Please note: Information provided during recruitment and pre‑employment checks must be accurate. Misrepresentation may be investigated as fraud and could lead to withdrawal from the process, professional sanctions, or criminal action.
Please note: that sponsorship under the Skilled Worker route is subject to Trust allocation and UK Visas and Immigration (UKVI) approval.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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