Job overview An exciting opportunity has arisen for a Band 2 - Receptionist/admin clerk to join the radiotherapy team at Guy's Cancer centre We are looking for dedicated and enthusiastic individuals with excellent interpersonal skills, attention to detail and great customer service skills. You should have the ability to prioritise your workload and communicate at all levels. The individual will be professional, personable and presentable at all times, with the ability to multi-task and work well under pressure. The successful candidate will be first point of contact for patients and clinical teams so must be organised and passionate about providing a high quality customer service to patients and colleagues. A good team player who is adaptable and has the ability to deal with the sensitive nature of the work are essential. Candidates must be flexible to the needs of the service and be able to support other team members. Main duties of the job The Admin Clerk is essential to the smooth running of the department. The post holder will be required to work within a team to provide a comprehensive and quality clerical service, while maintaining a high quality of support to the department and presenting a caring, professional and efficient service to patients and their families, both in the clinic and during subsequent communication. The post holder is responsible for the administration and smooth running of specific named clinics. The post holder is the first point of contact for all patient enquires and it is essential that the patient's experience begins in a professional and polite manner. While the post holder will be assigned to specific departments, they will be trained in all aspects of the work and they will be expected to work flexibly to ensure all tasks are completed at all times. Working 37.5 hours a week, the hours of 12pm - 8.00pm Monday to Friday (times may vary depending on the needs of the service between 8am - 5pm) Working for our organisation Our vision is to be a world leader in caring for people with cancer – continuously innovating to improve the lives of our patients by treating more patients whilst giving better care by improving their day to day experience as well as providing better training and research. The Radiotherapy Service serves a catchment population of approximately 1.6 million and is the provider of radiotherapy for the six London boroughs – Bexley, Bromley, Greenwich, Lambeth, Lewisham and Southwark. The service also receives national referrals from St John’s Skin Clinic, based at GSTFT, for patients requiring specialist skin radiotherapy, Total Skin Electron Body radiotherapy (TSEBT). The service also provides TBI and stereotactic radiotherapy, body and intracranial treatment (Dec 16), and for a very small number of private patients. The service delivers in excess of 52,000 radiotherapy treatments and works in closest collaboration with colleagues at King’s College NHS Foundation Trust, Lewisham and Greenwich NHS Trust and Oxleas NHS Foundation Trust. The service is delivered from three physical locations; Lambeth Wing at St Thomas’ Hospital, and from Cancer Centre at Guy’s Hospital and Guy’s Cancer at Queen Mary’s Hospital, Sidcup, Kent. Low dose rate prostate brachytherapy and IORT to the breast is undertaken in theatre at Guy’s Hospital. Detailed job description and main responsibilities The duties and responsibilities listed below are representative of the Admin Clerk role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service. Reception Duties Provide a high quality reception service to all users ensuring an efficient, professional and prompt reception and administration service is delivered at all times. Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users. Manage all telephone calls according to departmental standards and respond appropriately to maintain effective communication channels. Deal with all enquiries from patients, staff and visitors in a courteous, efficient and tactful manner referring to appropriate staff when necessary. Keep reception and waiting area tidy and to monitor environment, reporting any concerns to the appropriate body. Patient Administration Responsible for managing the timetables for designated clinics, ensuring that clinics are not overbooked and problems are escalated appropriately. Responsible for pulling and preparing of notes for clinics (as required), ensuring that all investigations including results of blood counts, X-rays etc., are with the notes. Complete and issue patients with appointment letters and information for follow up appointments as necessary. Ensure that all patient notes and diagnostic information are updated and prepared prior to individual appointments. Generate and send standard letters to GP’s following patient attendance at the clinic as required. Maintain effective mechanisms for tracking patient records both inside and outside the clinic, co-ordinate tracking of records and respond to requests for patient records from other departments. Be aware of Trust waiting list targets and ensure clinic lists are prepared in order to meet/exceed these targets and escalate within the service where appointment schedules breach waiting list targets. Ensure patients are informed of changes and allocated alternative appointments within the waiting list targets. Contact patients to confirm attendance and manage DNAs in accordance to departmental procedures. Work closely with the clinical team to identify mechanisms to improve service delivery and ensure that an optimum service is provided at all times. Adhere to the procedures for dealing with overbooked clinic lists and cancellations. Be aware of patients with special needs and ensure these needs are met/exceeded by notifying appropriate clinical staff. Organise patient transport and parking facilities. When required, ensure prompt and accurate filing of results, reports and letters. Information Systems Set up, maintain and amend patient records held on the clinical system. Enter diagnostic coding data relating to patient details onto the clinical system. Assist in the collation of patient activity data/quality information, relating to the Trust’s business processes and audit procedures. Ensure patient information is validated and updated on the clinical system on each attendance. Person specification Qualifications / Education Essential criteria Good general education with English and Maths to GCSE standard or equivalent NVQ customer care 2 or equivalent experience Previous experience Essential criteria Experience of working in a customer-focused environment in a front facing role Experience of managing a high volume of calls during peak periods, prioritising work and situations Desirable criteria General office / reception experience Experience in keeping systems up to date including using spreadsheets and databases Experience in a hospital or other health care setting Skills/knowledge/Ability Essential criteria Excellent communication skills, with the ability to: (i) relate to a diverse group of professional staff and Public (ii) communicate clearly in writing, face to face and on the phone, (iii) convey sensitive information in an appropriate manner Desirable criteria Knowledge of medical terminology Experience of working with clinical systems Applicant requirements 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. Further details / informal visits contact Name Tanya Dawson Job title Deputy Service manager Email address [email protected]