Radiology Receptionist Team Leader

To be a member of the Radiology Reception that provides comprehensive, high-quality outpatient andwaiting list management services for the Radiology Department.Exercise initiative and use independent judgement, knowledge, and analysis to book patients, dependenton their individual clinical needs and their complexity. Work in a demanding and sometimes hostileenvironment dealing with complex and sensitive information daily.Provide an information and communication link between the patient and their Radiology attendance oradmission to hospital.Responsible for decision-making with situations arising from the duties and responsibilitiesto ensure an effective, organised, comprehensive and efficient, high-quality patient centred clericalservice.Working closely with the operational management teams and clinicians to enable effective management ofthe patient pathway.Responsible for the reception team, providing support, training, staff appraisals and return to workinterviews ensuring staff health and well being liaising directly with the Radiology Admin Manager

Job description

provide a comprehensive inpatient and outpatient service to patients. The post will also support through each of the clerical areas (excluding medical secretaries) within the Radiology department toenable cover in all respects of the service.To be named contact point liaising with patients, relatives and/or carers as well as medicalservices to ensure the appointment oradmission is appropriately planned and managed. This can be face to face, over the telephone, in writingor electronic.Accurate addition of patients to the waiting list ensuring any relevant notes recorded.To work flexibly according to the needs of the service including covering for colleagues during periods ofleave.Ensure answering, when possible, all incoming departmental telephone calls.

To provide advice to patients with matters relating to their appointment, ward admission (pre and postinterventional guidance) and regarding their position on the waiting list.To slot fill multiple interventional procedure lists up to six weeks in advance, using clinical knowledge,medical terminology, and information to m 18-week, diagnostic, cancer and/or 28-dayrescheduling targets.Ensure that all patients are placed on CRIS (Radiology system) with information and records updatedand maintained.Responsible for registration of referral letters, ensuring all referral letters or emails referrals are pendedonto CRIS and directed to the appropriate Consultants and Clinicians.Responsible for supporting with clinic template changes due to changes to Radiologysuper user.To work under own initiative within approved policies, procedures, booking guidelines and escalationprocesses to make decisions to ensure efficient and patient centred service delivery.

The post holder will be required to undertake mandatory training and is responsible for keeping thistraining up to date.The post holder will have an appraisal of performance each year and will be responsible for agreeing a development plan in line with the Trust's PDR system in agreement withtheir manager or immediatesupervisor. The development plan will be reviewed each year.The Trust will provide assistance and agreed development to enable the post holder to achieve theirobjectives and standards in line with the development plan.Prioritise own workload on a daily basis while recognising when it is appropriate to escalate to manager.To understand, contribute, implement, and apply knowledge of a relevant procedures and knowledge ofhow to resolve non-routine problems.Assist in the training and induction of new staff and provide continuous support with regards to the coordinationof their workload.Participate in the cover of work colleagues during their absences or at other times when required.Responsible for the Supervision of the imaging Reception staff including allocation of work, providingsupport to staff and handling day-to-day personal issues.To complete Development reviews of Imaging Reception staff on an annual basis and undertake return towork interviews for staff following periods of absence/sickness.

Person specification

Qualifications

Essential

• ECDL or equivalent administration experience
• NVQ 2 customer care or equivalent experience
• GCSE qualifications including Maths and English and/or equivalent qualifications and/or experience

Desirable

• NVQ 3 business and admin

Experience

Essential

• Computer literate - experience of using Microsoft packages
• Working within a multidisciplinary team
• Experience of working in a customer service environment
• Excellent communication skills to overcome barriers of understanding
• Experience of collating data
• Working in a demanding environment
• Ability to organise self, working to deadlines and ensuring quality standards

Desirable

• Use of patient administrative systems
• Experience of scheduling / coordination activities and/or resources
• Waiting list management experience
• Knowledge of NHS standards and targets
• Communication with patients in a healthcare setting

Skills

Essential

• Excellent organisational skills
• Able to work under pressure & to strict deadlines

Able to work effectively across departmental boundaries

Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required

Demonstrate knowledge of dealing with public/conflict

Demonstrate a caring manner with an understanding disposition

High standard of accuracy

Flexibility and able to adapt to change

Excellent communication skills

Ability to work as a flexible and effective team member

Other

Essential

• To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset. Whilst using multiple computer systems at the same time
• To multi-task between activities with frequent interruptions and a need to leave one task immediately. Reprioritise your workload to resolve any unexpected issues
• Ability to concentrate when taking patient details over the phone throughout the day
• Requirement to deal with distressed patients on a daily basis
• Working in an office environment, using a VDU continuously throughout the day

About the employer

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.

Our services:

Acute Care

Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.

Primary Care

Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.

Community Services

Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.

Specialist Regional Services

We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements: