Are you highly motivated and flexible with excellent communication and keyboard skills? An exciting opportunity has arisen for enthusiastic individuals to become a part of the Central Services Directorate administrative teams ensuring that patients coming into the department are dealt with in an efficient, timely and courteous manner. Supporting the medical staff using the Careflow patient administration system.
The successful candidates will rotate between all Central Administration areas and will learn a wide array of skills from frontline services to back-office duties. Full training and support will be given.
Main duties of the job
- Responsible for registering and triaging new patients in the appropriate patient administration system including routine use of the case note tracking system.
- Responsible for retrieving outside notes, films and reports as requested.
- To contact patients by phone regarding their appointments and to annotate in CWP.
- To book patients’ transport as per protocol and request interpreters as appropriate.
- File all relevant paperwork into patient case notes appropriately.
- Print out and copy relevant paperwork that has been requested via the SARs team.
- Collate and disseminate all incoming and outgoing correspondence appropriately.
- To deal effectively with all telephone calls in conjunction with the cancellation and rebooking of patient’s treatments and appointments, and effectively communicate queries from patients, GPs, Hospices, and other outside agencies. Develop positive and working relationships with managerial, non-clinical and clinical staff across the Trust.
- Show compassion and understanding when exposed to destressing/emotional and unpleasant circumstances taking personal action/escalation to resolve patient issues concerns or complaints.
- Communicate sensitive information in a diplomatic manner with departments both internally and externally.
- Work flexibly on a rotational rota as and when required.
- Work independently at times.
Working for our organisation
The Christie specialises in cancer treatment, research and education. It is the largest single site cancer centre in Europe.
Treating more than 44,000 patients a year from across the UK, we became the first UK centre to be officially accredited as a comprehensive cancer centre. We also have our own dedicated hospital charity to improve care for our patients and their families.
Detailed job description and main responsibilities
- Meet and greet visitors into The Christie at the Oak Road reception and be welcoming and polite.
- Assist in assessing the patient’s eligibility for NHS treatment and inform the appropriate senior member of staff for queries to be investigated.
- Responsible for the retrieval of outside notes, films and reports as requested.
- Monitor the Health Records email inbox from internal staff and action emails accordingly.
- Undertake general clerical tasks as delegated by the Clinical PAs and Clinical Administrators, to contribute to the smooth running of the team. Work to tight deadlines, reorganising schedules in own workload to achieve these deadlines.
- Ability to respond positively to frequent interruptions and unplanned changes during the working day.
- Input and analysis of relevant patient data on a range of systems and web portals.
- Handle requests for copy notes from Hospices and other hospitals.
- Use multiple systems including CWP and Careflow to merge duplicate patient records.
- Amend and update patient administration systems with any notified changes to patient details such as address or death. Conduct regular and routine filing of the case notes in the medical records libraries.
- Maintain the library, moving files to appropriate storage areas and ensuring tidiness of shelving including culling within the local policy.
- Support the administration of case note requests, photocopy case notes prior to dispatching to other hospitals or hospices.
- Responsible for updating the hospital case notes tracking system, ensuring accurate recording of location.
- Ensure case notes are neat and tidy with no loose paperwork. Repair or split untidy or large case notes.
- Signpost and direct patients to the correct departments for their appointment.
- Use the teletracking system to arrange for porters to transport patients to appointments.
- Contact patients by phone regarding appointments and annotate case notes where necessary.
- Prepare case notes for outpatient clinics a day in advance and track them to appropriate department.
- Receive skinny notes back from the wards and file all relevant paperwork into patient case notes appropriately.
- Retrieve case notes from file that are eligible to be sent to offsite storage and ensure accurate tracking on Careflow.
- Collate and disseminate all incoming and outgoing correspondence appropriately.
- Support any staff members that come to the library to retrieve notes and guide them to the correct location.
- Support all administration staff with daily tasks, particularly during peaks in workload.
- Liaise with other departments/hospices and other agencies as required; ensure all telephone enquiries are dealt with efficiently and confidentially.
- General maintenance of individual case notes by filing loose reports, letters, and results into appropriate sections and separating by sections to create new volumes as appropriate.
- Support in the training of new members of staff within a given area as required.
- Attend team meetings with the team leader.
- Work collaboratively with staff and patients to comply with legislative requirements and best practice in respect of diversity, equal access and equal opportunities.
- Identify personal training needs and actively participate in the development of appropriate training sessions. Attend training sessions run by the core Health Records team and other appropriate courses as required. Provide cover for other clerical staff in the case of annual leave and sickness.
Qualifications
- Secondary-level education: GCSE Maths and English at C-grade or above, or equivalent.
- Evidence of further development.
- European Computer Driving Licence or equivalent.
- NVQ Level 2 or equivalent.
Experience
- Previous administrative and clerical experience.
- Previous administrative and clerical experience in a hospital environment.
Skills
- Basic IT and keyboarding skills.
- Ability to prioritise workload.
- Excellent telephone manner.
- Attention to detail and accuracy.
Knowledge
- Basic knowledge of medical terminology.
Other
- Ability to work under pressure.
- Ability to work unsupervised or as part of a team.
The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.
We would like to see applicants from people of all backgrounds. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. We particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be made only on merit.
We are committed to creating a balanced and diverse workforce. We welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.
The Christie NHS Foundation Trust is committed to the highest standards of ethical conduct and integrity in all our activities. We have a zero‑tolerance approach to modern slavery in any of its forms, including slavery, servitude, forced or compulsory labour, and human trafficking. We are fully committed to acting ethically and with transparency in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our organisation or supply chains.
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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