Imaging Administrator - Information Session

Radiology Department Assistant
Duties will involve you working alongside and supporting our Radiographers, Sonographers and Doctors as they provide the highest quality of care and imaging for our patients.
You will need to have good organisational skills and be able to communicate effectively with a wide range of people including patients, carers and Trust staff.
Imaging Clerical Officer
We are looking for someone who is a dedicated team player, able to work under pressure and have strong customer service skills to join our busy clerical team.
The role will be based cross site at Queen Elizabeth Hospital, Imaging Department and Community Diagnostic Centre Eltham Community Hospital, Imaging Department.

Working for our organisation
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream, + To assist in any administrational duties required to ensure a full outpatient service is provided in the Outpatient reception, Outpatient Call centre and the Booking Teams.
+ To be flexible to a wide range of duties and appropriate tasks on rotation as designated by the Outpatients Supervisor in order to ensure the smooth running of the department. Including covering for colleagues in times of sickness/absence and high workloads.
+ Greet patients and visitors in a pleasant and professional manner, providing a courteous reception service.
+ Excellent communication skills and ability to deal with queries from patients, relatives and carers. To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints. To regularly deal with patients either face to face or via telephone or email who may be emotional or challenging.
+ Liaison with staff both within and outside of the department, GP surgeries and other healthcare professionals on any matters relating to patient referrals/queries.
+ Answer all telephone calls into the department promptly in line with the Outpatient Call centre KPI's, speaking to our patients and callers with respect and courtesy, be positive and helpful in providing excellent service and assistance.
+ To participate in call reviews and call monitoring to achieve department KPI's.
+ To monitor and action all incoming emails to generic outpatient team inboxes.
+ Ensure all patient demographics are captured accurately and any changes updated on the Trust PAS when notified.
+ To manage new referrals and outpatient appointment waiting lists in line with RTT national targets.
+ To receive and respond to appointment requests. Booking, cancelling, and rescheduling all new and follow up outpatient appointments in line with the Access Policy and agreed clinic booking rules via the Trusts PAS systems.
+ Liaise with relevant specialty service managers and teams to escalate capacity, waiting list and service issues that require urgent action.
+ To check patients in and out of their appointments in real time via the Trusts PAS systems. Complete the checking out process, recording the appropriate outcome and 18-week RTT status documented on the outcome form and booking any respective appointments, ensuring all clinics are 'cashed up' at the end of each day.
Imaging Clerical Officer - Main Duties and Responsibilities
+ Responsible to receive patients, carers, relatives and other staff, as they arrive in the department in a pleasant, helpful and caring manner.
+ Confirm patient's identification and complete any necessary data, e.g. ethnicity, patient's telephone number, etc. on to iCare/Cerner and ensuring the data is transferred to the Radiology Information System (RIS)
+ Responsible for directing patients through the Imaging department.
+ Responsible for handling and assisting patients/visitors with queries of a sensitive nature, explaining procedures in layman's terms, what to expect in procedures, in the absence of a clinical staff, stressing the examination requirements, as per agreed procedures.
+ Required to liaise with diagnostic coordinator with updates of patient delays i.e. sudden peaks in patient arrivals. Ascertaining the needs of patients and visitors and taking appropriate action, such as advising on waiting times and how to obtain results of examinations.
+ Responsible for handling telephone and reception queries from patients, other hospital staff and General Practitioners. This will include advising patients regarding preparation for their examinations and taking details of cancellations ensuring they are acted promptly upon including updating RIS (Radiology Information System) accordingly.
+ Responsible for handling enquiries from clinics, doctors and other hospitals requiring a copy of reports and printing and faxing these as necessary.
+ Responsible for ensuring that paper referrals received are date/time stamped and then entered onto RIS (waiting list) prior to the appointment letter being sent.
+ Responsible for booking patients for their examinations and issuing appointment letter to the patient, ensuring that relevant leaflet(s) and any special preparation for the examination are also sent. When booking patients, checking that all booking notes are complied with and the patient is booked appropriately for the correct Radiologist/Radiographer or Sonographers.
+ Responsible for maintenance of the waiting list and advising the Imaging Lead Administrator of issues especially possible breaches before they arise so that actions can be taken early to ensure breaches do not occur.