Job description

Job responsibilities

DUTIES AND RESPONSIBILITIES

Ensure that all new referrals are registered within 24 hours of receipt and scanned onto the Patient Administration System (CareFlow) and CWP.

Ensure accurate input of patient details when updating information databases and Patient Administration System (CareFlow), including routine use of the case note tracking system.

Work closely with clinicians to manage clinic templates including amending appointment slots, cancelling, reducing, or adding new streams and adding ad hoc or new clinics onto the Patient Administration System (CareFlow).

Liaise with referring Trusts regarding any outstanding patient reports as per Minimum Data Set (MDS) requirements.

Undertake general administrative duties e.g., collating and disseminating incoming and outgoing correspondence, filing paperwork, to contribute to the effective operation of the team.

Support the Support Managers and Deputy Service Manager to identify patients waiting longer than the accepted timescales as outlined in policies and take action to rectify. The post holder must prioritise clinical need over waiting times e.g., referrals requiring an urgent appointment.

Take action in line with escalation procedures to ensure management are aware of any service issues or risks and concerns raised by a service user. Ensure that issues with capacity or the delivery of waiting time targets are escalated immediately to the Deputy Service Manager in line with procedures.

Ensure that additional clinics or changes to appointments are communicated immediately to all relevant staff within the team and the service concerned.

To ensure that any issues or risks in delivery of waiting time targets or managing processes in line with policies or relevant procedures are escalated immediately to the Deputy Service Manager.

Co-ordinate with other Clinic Administrators when demand varies ensuring a one team approach for the benefit of the patient experience and quality of service provided.

Meet with Clinic Supervisors and Support Managers on a regular basis to ensure capacity issues are escalated and actions clearly recorded to monitor progress.

Communicate with service users (patients/relatives) via telephone in an empathetic and professional manner, using tact and diplomacy. Acknowledge potential barriers to communication e.g., language difficulties, disabilities and modify style of communication appropriately.

Communicate effectively with all members of staff and external stakeholders, ensuring that a professional manner is always maintained.

Undertake all duties allocated by the Clinic Supervisor as appropriate to the role e.g., creation and booking of adhoc clinics, registering referrals, appointment bookings.

Work autonomously and as part of a team, to organise own workload and prioritise urgent matters.

Good knowledge of Health Records systems and CareFlow.

Maintain a good understanding of RTT and Cancer Standards and contribute to the compliance of all patient pathway targets.

Work within all Trust policies appropriate to the role.

Participate in rotational requirements to support the needs of the service, putting patient services before personal preferences. Provide cover during periods of annual leave and sickness for other administrative staff.

Contribute to the training of new members of staff through sharing of knowledge and experience within a given area as required.

Undertake any other duties as and when required.

Demonstrate the agreed set of values and accountable for own attitude and behaviour.

Person Specification

Qualifications

Essential

• Secondary-level education GCSE Maths and English at C-grade or above, or equivalent
• RSA Stage II or equivalent experience

Desirable

• Evidence of further development
• European Computer Driving License or equivalent

Experience

Essential

• Previous clerical and/or secretarial experience
• Experience of working with IT packages to include Word & Excel
• Evidence of working autonomously and as part of a team
• Confidence in dealing with professional groups
• Evidence of handling difficult circumstances e.g. customer complaints
• Knowledge of NHS administrative procedures

Desirable

• Previous administrative and clerical experience in a hospital environment
• Experience of hospital administration systems

Skills

Essential

• Excellent written and verbal communication skills
• Ability to identify barriers to communication and adapt style/method accordingly
• Basic keyboard skills and IT literate
• Ability to prioritise workload
• Excellent interpersonal skills and telephone manner
• Ability to work unsupervised or as part of a team

Knowledge

Essential

• Knowledge and familiarity with a range of software including Word,
• Excel, database packages, e-mail and web browsers
• Understanding of the importance of data protection and confidentiality
• Awareness of the NHS access targets and associated policies

Desirable

• Basic knowledge of NHS terminology
• Knowledge of multiple service areas e.g. outpatient clinic areas

Values

Essential

• Achievement and recognition.
• Learning and development.
• Healthy workplace.
• Communication and engagement.
• Proud of The Christie.

Other

Essential

• Attention to detail and accuracy
• Ability to work under pressure
• Ability to follow standard operating procedures or policies
• Adaptable to change and flexible in approach to new procedures or working practices
• Willingness to learn

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 details

Employer name

The Christie NHS FT

Address

Referrals and Booking - E00833

Manchester

M20 4BX