Job description

Job responsibilities

Provide first-line support for operational issues e.g., management of urgent/routine workloads, taking appropriate action and escalating, where required, to the Deputy Screening Office Manager or the Screening Office Manager as appropriate.

Assist the Family History Coordinators in all administration aspects of the Family History Service and Very High-Risk Breast Screening, ensuring patients follow correct surveillance pathways in a timely manner, in accordance with NHSBSP/NICE guidelines and Trust policy.

Attend MDT and work closely with the Breast MDT Coordinator and Consultant PAs, prepare patient information, including imaging, for the radiological aspects of the weekly Breast MDT meeting.

Collate and input pathology, surgery and oncology information for all screen detected malignant and benign breast disease on to the National Breast Screening System, NBSS.

Undertake consistent, accurate and regular maintenance of patient data across all systems including but not limited to, NBSS, CRIS, CSC, HIS, Sectra and BS Select.

Demonstrate a sound knowledge of the service, in order to contribute to, and inform decision making.

Deliver high levels of customer services to users. Assess, problem solve and/or report, in a timely and pro-active manner, when these standards have not been met.

Provide administrative support including the use of electronic systems, including but not limited to NBSS, CRIS, HIS, CSC, Sectra and BS Select, and all forms of diary management.

Co-operate with all disciplines when receiving telephone, electronic, and all other requests or enquires from a multitude of sources, exercising initiative, problem solving or escalating as appropriate.

Receiving and responding effectively and efficiently to complex telephone, and/or in person to enquiries. Transferring calls to the appropriate person if necessary.

Exercise independent judgement when dealing with patient and staff enquiries and problems, analysing and resolving where possible.

Operate numerous relevant Trust IT systems including but not limited to NBSS, CRIS, HIS, CSC, Sectra and BS Select, inputting, updating and maintaining patient information to the standards expected by the Directorate and the Trust.

Monitor data quality within Radiology IT systems, ensuring consistency, accuracy and timeliness of data.

Provide statistical information when required for audit purposes.

Contribute in the production of information and reports required for Quality Assurance and Right Results external audits.

Analyse routine audit reports and take appropriate action according to the departments task lists which concur with the NHSBSP's standards.

Possess an understanding of the Trust complaints procedures and use initiative to resolve patient/public concerns, escalating outstanding concerns as required.

Under the supervision of the senior administration team, audit, review and update relevant procedural documents.

Be accountable for own actions.

Plan and prioritise own workload, exercising a degree of independence, initiative and judgement to meet service demand.

Liaise with referrers, patients and carers, answering queries and arranging appropriate appointments for Breast Screening, Breast Assessment, Symptomatic Breast Imaging, and planned follow-up Imaging of all kinds, including preparing relevant paperwork for these examinations.

Support the senior administration team in allocating and arranging patient appointments to maximise effective service delivery, recognising the differing priorities placed on some imaging referrals.

Prioritise examinations using Radiology system waiting lists and following the Radiology/Cancer Services PTL and NHS BSP targets and KPIs.

Ensure all relevant historical patient data is available at the patient attendance, including the retrieving and sending of images from/to external organisations via the Image Exchange Portal (IEP).

Ability to think quickly, assess situations and make decisions upon that information.

Ability to maintain high levels of concentrations and deal with frequent interruptions.

Monitor stationary/clinical stock levels within the department and order supplies where appropriate.

Respond to data requests eg from the Trust legal team, in a timely manner, adhering to Trust information governance policies and procedures.

Assist in general housekeeping duties to maintain a clean, tidy and safe working environment, identifying and reporting any risks or hazards to the senior administration team.

Participate in regular senior administration team meetings, maintaining knowledge of working practices and highlighting potential service improvement.

Assist in the promotion of an open, welcoming, patient-centred culture for service users. Seek and support feedback from service users to inform service improvement.

Adapt communication style to effectively respond to service users with communication difficulties and psychological, social, physical, and spiritual needs.

Liaise with North-West Ambulance Service (NWAS) to effectively manage patient attendances requiring the use of patient transport.

Organise Patient interpreter services and language line resources when required.

Liaise with Trust wards, other departments and medical staff regarding in-patient and out-patient examinations.

Communicate effectively and cooperate with internal and external sources, both clinical and non-clinical eg patients, clinicians, Trust staff, Directorate staff, solicitors regarding the continuity of patient care and treatment.

Highly developed communication skills with sensitivity to the needs of patients, particularly where there may be barriers to understanding e.g. learning disabilities, deafness, language.

Job responsibilities

Provide first-line support for operational issues e.g., management of urgent/routine workloads, taking appropriate action and escalating, where required, to the Deputy Screening Office Manager or the Screening Office Manager as appropriate.

Assist the Family History Coordinators in all administration aspects of the Family History Service and Very High-Risk Breast Screening, ensuring patients follow correct surveillance pathways in a timely manner, in accordance with NHSBSP/NICE guidelines and Trust policy.

Attend MDT and work closely with the Breast MDT Coordinator and Consultant PAs, prepare patient information, including imaging, for the radiological aspects of the weekly Breast MDT meeting.

Collate and input pathology, surgery and oncology information for all screen detected malignant and benign breast disease on to the National Breast Screening System, NBSS.

Undertake consistent, accurate and regular maintenance of patient data across all systems including but not limited to, NBSS, CRIS, CSC, HIS, Sectra and BS Select.

Demonstrate a sound knowledge of the service, in order to contribute to, and inform decision making.

Deliver high levels of customer services to users. Assess, problem solve and/or report, in a timely and pro-active manner, when these standards have not been met.

Provide administrative support including the use of electronic systems, including but not limited to NBSS, CRIS, HIS, CSC, Sectra and BS Select, and all forms of diary management.

Co-operate with all disciplines when receiving telephone, electronic, and all other requests or enquires from a multitude of sources, exercising initiative, problem solving or escalating as appropriate.

Receiving and responding effectively and efficiently to complex telephone, and/or in person to enquiries. Transferring calls to the appropriate person if necessary.

Exercise independent judgement when dealing with patient and staff enquiries and problems, analysing and resolving where possible.

Operate numerous relevant Trust IT systems including but not limited to NBSS, CRIS, HIS, CSC, Sectra and BS Select, inputting, updating and maintaining patient information to the standards expected by the Directorate and the Trust.

Monitor data quality within Radiology IT systems, ensuring consistency, accuracy and timeliness of data.

Provide statistical information when required for audit purposes.

Contribute in the production of information and reports required for Quality Assurance and Right Results external audits.

Analyse routine audit reports and take appropriate action according to the departments task lists which concur with the NHSBSP's standards.

Possess an understanding of the Trust complaints procedures and use initiative to resolve patient/public concerns, escalating outstanding concerns as required.

Under the supervision of the senior administration team, audit, review and update relevant procedural documents.

Be accountable for own actions.

Plan and prioritise own workload, exercising a degree of independence, initiative and judgement to meet service demand.

Liaise with referrers, patients and carers, answering queries and arranging appropriate appointments for Breast Screening, Breast Assessment, Symptomatic Breast Imaging, and planned follow-up Imaging of all kinds, including preparing relevant paperwork for these examinations.

Support the senior administration team in allocating and arranging patient appointments to maximise effective service delivery, recognising the differing priorities placed on some imaging referrals.

Prioritise examinations using Radiology system waiting lists and following the Radiology/Cancer Services PTL and NHS BSP targets and KPIs.

Ensure all relevant historical patient data is available at the patient attendance, including the retrieving and sending of images from/to external organisations via the Image Exchange Portal (IEP).

Ability to think quickly, assess situations and make decisions upon that information.

Ability to maintain high levels of concentrations and deal with frequent interruptions.

Monitor stationary/clinical stock levels within the department and order supplies where appropriate.

Respond to data requests eg from the Trust legal team, in a timely manner, adhering to Trust information governance policies and procedures.

Assist in general housekeeping duties to maintain a clean, tidy and safe working environment, identifying and reporting any risks or hazards to the senior administration team.

Participate in regular senior administration team meetings, maintaining knowledge of working practices and highlighting potential service improvement.

Assist in the promotion of an open, welcoming, patient-centred culture for service users. Seek and support feedback from service users to inform service improvement.

Adapt communication style to effectively respond to service users with communication difficulties and psychological, social, physical, and spiritual needs.

Liaise with North-West Ambulance Service (NWAS) to effectively manage patient attendances requiring the use of patient transport.

Organise Patient interpreter services and language line resources when required.

Liaise with Trust wards, other departments and medical staff regarding in-patient and out-patient examinations.

Communicate effectively and cooperate with internal and external sources, both clinical and non-clinical eg patients, clinicians, Trust staff, Directorate staff, solicitors regarding the continuity of patient care and treatment.

Highly developed communication skills with sensitivity to the needs of patients, particularly where there may be barriers to understanding e.g. learning disabilities, deafness, language.

Person Specification

Qualifications

Essential

• Educated to GCE/CSE/GCSE 'O' Level Standard or equivalent, OR applicant must demonstrate a high level of relevant experience with transferable skills

Desirable

• IT Qualification

Experience

Essential

• Working to deadlines
• Working in a fast paced office environment
• Working with IT systems
• Customer/Patient care
• Working as part of a multi-disciplinary team

Desirable

• Experience working in a hospital setting
• Experience working within Breast Imaging and/or Radiology

Skills

Essential

• Ability to communicate effectively with others using a variety of methods
• Ability to work as part of a team
• Ability to prioritise and organise own workload
• Ability to work effectively with basic IT equipment
• Ability to manage and de-escalate conflict both over the phone and face-to-face
• Highly developed communication skills
• Sensitivity to the needs of others - particularly where there may be barriers to communication/understanding and/or additional needs/requirements/reasonable adjustments to care
• Excellent literacy / numeracy skills
• Time management skills
• Ability to think quickly, assess situations and make decisions upon that information
• Ability to maintain high levels of concentrations and deal with frequent interruptions

Desirable

• Competent in the use of Microsoft Packages including MS Office and Outlook
• Knowledge of NHS IT Systems and workflow
• Basic typing skills
• Basic analysis of reports

Knowlegde

Essential

• Knowledge and experience working clerically
• Knowledge of IT / computer usage in administrative processes
• Knowledge of Customer care / Patient care

Desirable

• Demonstrate a basic knowledge of the NHS Breast Screening Programme including systems used, and NHS waiting times/targets and NHS BSP standards
• Demonstrate a basic knowledge of the Breast Imaging
• Demonstrate a basic knowledge of Radiology
• Knowledge of NHS IT Systems and workflow
• Knowledge of Radiology and/or Breast Screening Systems

Additional

Essential

• Ability to work effectively both alone, and as part of a team with a commitment to deliver high standards of care
• Diplomatic, courteous and patient
• Reliable and flexible
• Excellent communication skills
• Self awareness, empathy and emotional intelligence
• Use of initiative and problem solving
• Follow standard operating procedures and Trust protocols
• When required, must be able to travel between Trust and community sites within appropriate timescales
• Able to travel as required / valid driving licence / access to own vehicle.
• The following criteria is mandatory and is to be included for all roles which involve regular interaction with the public - Speak English to an appropriate standard relevant to their role i.e with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.

Qualifications

Essential

• Educated to GCE/CSE/GCSE 'O' Level Standard or equivalent, OR applicant must demonstrate a high level of relevant experience with transferable skills

Desirable

• IT Qualification

Experience

Essential

• Working to deadlines
• Working in a fast paced office environment
• Working with IT systems
• Customer/Patient care
• Working as part of a multi-disciplinary team

Desirable

• Experience working in a hospital setting
• Experience working within Breast Imaging and/or Radiology

Skills

Essential

• Ability to communicate effectively with others using a variety of methods
• Ability to work as part of a team
• Ability to prioritise and organise own workload
• Ability to work effectively with basic IT equipment
• Ability to manage and de-escalate conflict both over the phone and face-to-face
• Highly developed communication skills
• Sensitivity to the needs of others - particularly where there may be barriers to communication/understanding and/or additional needs/requirements/reasonable adjustments to care
• Excellent literacy / numeracy skills
• Time management skills
• Ability to think quickly, assess situations and make decisions upon that information
• Ability to maintain high levels of concentrations and deal with frequent interruptions

Desirable

• Competent in the use of Microsoft Packages including MS Office and Outlook
• Knowledge of NHS IT Systems and workflow
• Basic typing skills
• Basic analysis of reports

Knowlegde

Essential

• Knowledge and experience working clerically
• Knowledge of IT / computer usage in administrative processes
• Knowledge of Customer care / Patient care

Desirable

• Demonstrate a basic knowledge of the NHS Breast Screening Programme including systems used, and NHS waiting times/targets and NHS BSP standards
• Demonstrate a basic knowledge of the Breast Imaging
• Demonstrate a basic knowledge of Radiology
• Knowledge of NHS IT Systems and workflow
• Knowledge of Radiology and/or Breast Screening Systems

Additional

Essential

• Ability to work effectively both alone, and as part of a team with a commitment to deliver high standards of care
• Diplomatic, courteous and patient
• Reliable and flexible
• Excellent communication skills
• Self awareness, empathy and emotional intelligence
• Use of initiative and problem solving
• Follow standard operating procedures and Trust protocols
• When required, must be able to travel between Trust and community sites within appropriate timescales
• Able to travel as required / valid driving licence / access to own vehicle.
• The following criteria is mandatory and is to be included for all roles which involve regular interaction with the public - Speak English to an appropriate standard relevant to their role i.e with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.

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

Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Address

The Thomas Linacre Centre

Parsons Walk

Wigan

WN1 1RU

Employer's website

http://www.wwl.nhs.uk/ (Opens in a new tab)