Clinic Administration Support

The Christie NHS FT; Manchester; On-site; GBP 20,000 - 26,000; Full time

Job summary

A leading healthcare provider in Manchester is seeking a motivated Clerical Administrator to join their Referrals and Bookings Team. The successful candidate will be responsible for welcoming patients, updating patient details, and booking appointments while ensuring a high-quality, patient-focused service. Excellent communication skills are essential, along with previous administrative experience. This role operates Monday to Friday, and offers the opportunity to work in a fast-paced healthcare environment, supporting patients in their care journey.

Qualifications

• Experience of administrative or clerical work including a customer-facing aspect.
• Experience of working within the national health service.

Responsibilities

• Exchange information with patients and staff on admissions and discharges.
• Communicate complex information regarding appointments to patients.
• Liaise with clinical staff regarding patient queries.
• Maintain patient confidentiality at all times.
• Resolve issues such as appointment cancellations.

Skills

Excellent communication and interpersonal skills

Good telephone manner

IT literate

Familiarity with Microsoft Office applications

Education

Diploma or equivalent experience

ECDL or equivalent

Job description

An exciting opportunity has arisen for a motivated individual to join the Referrals and Bookings Team as a Clerical Administrator to work with the new referrals team and outpatients team in department 22.

As a clerical administrator you are responsible for welcoming patients to the department, updating patient details on the system, registering new patients and adding their referrals and relevant documentation on to the Trust patient administration system (CareFlow) and booking follow-up appointments. The team support outpatient activity through the provision of a high quality, patient/ customer focused service.

The Outpatients reception operates Monday to Friday 8am-6:00pm, and the successful candidate will be required to work on rota to ensure that the reception desk in manned between these hours Monday - Friday.

This is a busy and varied role, and the post holder must possess excellent administration and communication skills. The successful candidate will be enthusiastic, willing to learn, eager to be an effective part of a friendly team, and able to use their initiative.

The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder.

Main duties of the job

• Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written formato
• Communicate complex information about appointments schedules to patients
• Communicate with patients who may be anxious, angry or upset
• Exchange relevant information with GPs and other health professionals
• Deal compassionately with distressing situations
• Liaise with other members of staff regarding case notes and patient visits
• Work as part of a team
• Maintain patient confidentiality at all times
• Resolve issues arising in own role, such as cancellation of patient appointments and missing patient notes
• Use own initiative to liaise with clinical staff and other colleagues where necessary regarding patient queries
• Use patient information systems to assist patients and staff with solving issues
• Apply knowledge to correctly code treatment appointments and first definitive treatment
• Assess patients' demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS
• Plan for patient admissions, appointments and discharge
• Make alterations to clinic structure to accommodate arrival of unexpected patients
• Order stationary and other supplies

About us

The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.

Job responsibilities

• Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format
• Communicate complex information about appointments schedules to patients
• Communicate with patients who may be anxious, angry or upset
• Exchange relevant information with GPs and other health professionals
• Deal compassionately with distressing situations
• Liaise with other members of staff regarding case notes and patient visits
• Ensure that all new referrals are registered within 24 hours of receipt, and scanned onto the Patient Administration System (CareFlow) and CWP
• Liaise with referring Trusts regarding any outstanding patient reports as per Minimum Data Set (MDS) requirements
• Maintain patient confidentiality at all times
• Resolve issues arising in own role, such as cancellation of patient appointments and missing patient notes
• Use own initiative to liaise with clinical staff and other colleagues where necessary regarding patient queries
• Use patient information systems to assist patients and staff with solving issues
• Apply knowledge to correctly code treatment appointments and first definitive treatments
• Assess patients' demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS
• Plan for patient admissions, appointments and discharge
• Make alterations to clinic structure to accommodate arrival of unexpected patients
• Undertake general administrative duties e.g. collating and disseminating incoming and outgoing correspondence, filing paperwork, to contribute to the effective operation of the team
• Ensure that annual leave does not occur at the same time as colleagues
• Update information, admitting, discharging and transferring patients on the patient information system
• Work in patient information system, requiring standard keyboard skills
• Use office equipment including PCs, and phones
• Provide comprehensive advice to patients/relatives regarding appointments
• Signpost patients to other areas of hospital
• Follow all relevant policy and legislation
• Work collaboratively with colleagues to ensure policies are adhered to
• To provide induction support to new post holders
• Demonstrate workplace routines to less experienced members of staff
• Undertake surveys/audits as necessary to own work
• Post holder is expected to follow all relevant protocols, SOPs and standard practice
• Support Manager is available as point of reference for any queries and will meet regularly with staff
• Plan and organise own time and workload activity with prioritisation and liaising with team members
• Use own initiative to solve problems and answer staff and patient enquiries

OTHER MAIN DUTIES

Ensure that annual leave does not occur at the same time as colleagues Update information, admitting discharging and transferring patients on the patient information system. Work in patient information system, requiring standard keyboard skills Use office equipment including PCs, and phones Provide comprehensive advice to patients/relatives regarding appointments Signpost patients to other areas of hospital Follow all relevant policy and legislation Work collaboratively with colleagues to ensure policies are adhered to To provide induction support to new post holders Demonstrate workplace routines to less experienced members of staff Undertake surveys/audits as necessary to own work Post holder is expected to follow all relevant protocols, SOPs and standard practice. Support Manager is available as point of reference for any queries and will meet regularly with staff Plan and organise own time and workload activity with prioritisation and liaising with team members Use own initiative to solve problems and answer staff and patient enquiries Work within all Trust policies appropriate to the role. Participate in rotational requirements to support the needs of the service, putting patient services before personal preferences. Provide cover during periods of annual leave and sickness for other administrative staff. Undertake any other duties as and when required.

Person Specification

Qualifications

• Diploma or equivalent experience
• ECDL or equivalent

Experience

• Experience of administrative or clerical work including a customer-facing dimension
• Experience of working within the national health service.

Skills

• Excellent communication and interpersonal skills
• Good telephone manner
• IT literate
• Familiarity with Microsoft office applications.

Knowledge

• Knowledge of booking patient appointments and data recording systems
• Knowledge of medical terminology

Values

• Achievement and recognition.
• Learning and development.
• Healthy workplace.
• Communication and engagement.
• Proud of The Christie.

Other

• Ability to work unsupervised
• Able to work under pressure
• Tactful and diplomatic
• Ability to work as part of a team
• Able to deal compassionately with distressing situations

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.