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Detailed job description and main responsibilities

To provide an efficient and courteous reception service to patients, relative/carers, Radiology and the wider Trust.

Deal with often complex telephone queries from patients, GP’s, Consultants and the wider Trust which may use technical language/clinical terminology and to recognise when advise is required from more senior or clinical staff.

To arrange appointments for patients in accordance with Radiology guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient. This may include advice on diet, medication and how and when to take any preparations needed for the examination.

To liaise with many different staff groups to arrange frequently complex tests/preparations needed prior to some more specialised examinations. This will require comprehension of some complex terminology and language.

To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff.  

To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.

To communicate complex information regarding Radiology appointments and results to departments within the Trust and externally.

To communicate with the IT Department to report faults/problems with the department’s IT systems or interfaces often imparting complex or technical information.

Liaise with Consultants and Superintendents when booking appointments to ensure examinations are booked onto the appropriate lists.

To input data and maintain the integrity of data held in the IT systems used within Radiology including Radiology Information System (CRiS) Hospital Information System (CaMIS) and the Hospital Results System (ICE).

To ensure that all patients are accurately registered on CRiS in line with the ‘One patient, One record’ policy and clinical alert documentation such is completed as necessary. Registrations must be done on CaMIS.

To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.

Ensure all requests have been justified by the appropriate person prior to being accepted and an appointment being booked. All requests must be scanned on to the CRiS system prior to and after protocol.

To return unjustified/incorrect patient requests back to the referrer in line with departmental protocol ensure the reason is appropriately communicated to the referrer.

To implement manual procedures detailed in the department’s disaster recovery and business continuity plans in the event of IT systems/network failure.

To maintain an overview of the waiting list and waiting times to ensure patients are seen within the times outlined in the six week diagnostic and 18 week journey targets.

To ensure all departmental targets and deadlines are achieved using initiative to book/move patients into appropriate appointment slots. Raising any potential problems to the attention of more senior staff.

To assist with reception administration and update the relevant databases and patient information systems when required.

To use advance keyboard and computer skills to accurately and rapidly input patient and examination data into the Radiology and Hospital systems.

To be actively involved in offering suggestions for service improvements and to help support and implement any changes necessary.

To book interpreters and transport in accordance with Trust protocol.

To support in training of Radiology and other Trust staff on CRiS and train new admin and radiographic staff as required on all departmental administrative systems.

To be able to work using own initiative and to be able to work unsupervised.

To open, process and send mail, photocopying and emails, as and when necessary.

To support and help staff who work at our satellite centres/CDC hubs as part of staff rotation

To be flexible to developments in service demand such as 7 day/weekend working