Imaging Administration Co-Ordinator

An exciting opportunity has arisen in our Imaging service, based at Liverpool Women's Hospital for an Imaging Appointments Coordinator.

The Imaging Appointments Coordinator will have excellent communication skills with patients and all levels of staff including senior managers and clinicians and will possess the ability to identify capacity/demand issues within the Imaging Department and help to offer solutions to tackle this.

Main duties of the job

The post holder is responsible for providing day-to-day support to the Imaging Booking Clerk within the Imaging department. The post holder will undertake appointment booking and scheduling and act as a reference point for advice and guidance within the team.

The post holder will provide a day-to-day staff management service including rostering and workload planning. The post holder will be expected to organise their own work whilst monitoring the duties of the service to the required standards.

The post holder should exercise initiative to supervise all activities within the department. All activities within the Imaging department must comply with Trust Policies.

The post holder will work closely with the Imaging team and there will be opportunities for role development and learning.

Job responsibilities

Main Duties and Responsibilities:

1. Supervise the day-to-day operations of the Imaging admin team.
2. Support staff in the handling of complex patient bookings and potentially complaints working closely with the Imaging support officer to resolve issues.
3. Ensure booking and scheduling of appointments is undertaken in line with the Trust's Policies.
4. Undertake the analysis of patient tracking lists and waiting list information to ensure appropriate scheduling of patients and clinics in the correct order and undertake data quality reviews and actions as appropriate.
5. Provide advice and information on procedures, appointments and clinic arrangements to the Divisions and within the service.
6. Maintain an up to date electronic and paper office filing system appropriate to the relevant department and undertake filing in patient records in accordance with the Trust's Records Management Policy.
7. Manage the allocation of work on a daily basis, monitor staff progress in completion of allocated tasks and undertake audits of work within the department as appropriate.
8. Provide supervisory support within the department and line management directly to the Imaging Booking Clerk including support and training on an ad-hoc and agreed basis.
9. Support the Imaging support officer in reviewing clinical and non-clinical incidents relating to the service, undertaking root cause analysis of incidents and implementing remedial actions.
10. Contribute to the development of departmental standard operating procedures.

Person Specification

Qualifications & Learning

• Educated to GCSE level or equivalent including English and Mathematics.
• European Computer Driving Licence (ECDL) Qualification or equivalent.
• Additional Customer Service or Administration qualification such as an NVQ Qualification.

Experience

• Experience of working in a contact centre or equivalent appointment booking environment.
• Detailed knowledge of a hospital based Patient Administration System and Clinical Systems.
• Experience of providing day-to-day supervision to a small team preferably in an NHS environment.
• Previous experience of data entry/input.
• Experience of developing policies and task specific standard operating procedures.
• Experience of staff management including sickness absence management, restoring and appraisal/personal development reviews.
• Good level of numeracy and literacy skills.
• Able to communicate clearly both in verbal and written communications.
• Organised and methodical with an attention to detail.
• Able to maintain accuracy to high standards.
• Professional and friendly telephone manner.
• Understanding of confidentiality, Data Protection and Caldicott principles.
• Able to recognise and resolve routine issues referring where appropriate.
• Knowledge of NHS waiting time requirements and procedures.

Personal Attributes

• Good organisational skills.
• Able to maintain a professional approach when working under pressure.
• Be able to maintain confidentiality.
• Ability to work flexibly.
• Appropriately assertive.
• Self-motivated and enthusiastic.
• Flexible and adaptable to change.
• Ability to work to a deadline and to prioritise own workload.
• Ability to work on own unsupervised.
• Courteous and friendly.
• Be able to work under pressure in a busy environment.
• Ability to work independently or as part of a team.
• Able to multitask.
• Capable of dealing with sensitive and confidential documents and situations.
• Keen to develop personal skills.
• Good work attendance.
• Flexibility & motivation.
• Able to change duties at short notice.
• Able to implement new ideas to benefit patients, staff and working environment.

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.

Full-time, Job share, Flexible working, Compressed hours.