CRF Scheduler

The Christie NHS FT; Manchester; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading cancer care provider in Manchester is seeking a Scheduler to manage patient appointments and provide excellent service in a busy clinical environment. The ideal candidate will be organized and able to work under pressure, supporting both patients and staff through effective communication and IT skills. The position offers a competitive salary and the opportunity to be part of a dedicated healthcare team.

Qualifications

• Experience of administrative or clerical work with a customer-facing dimension.
• Experience of working within the NHS.
• Ability to work unsupervised and under pressure.

Responsibilities

• Manage check-in and check-out processes for patients at the CRF.
• Schedule appointments for research treatments using Trust systems.
• Provide compassionate information to patients and relatives.

Skills

Excellent communication and interpersonal skills

Good telephone manner

IT literate

Familiarity with Microsoft Office applications

Education

Diploma or equivalent experience

ECDL or equivalent

Tools

Trust scheduling systems

CRF Manager

Microsoft Office

Job description

The National Institute for Health (NIHR) Manchester Clinical Research Facility (CRF) at The Christie NHS Foundation Trust is looking for an organised, patient-focused Scheduler to join our friendly administrative team. You will play an essential role in supporting the smooth running of the unit by welcoming and checking in research patients at reception, and booking and managing patient appointments (outpatient and inpatient) by working across multiple systems.

This is a busy and varied front-facing role. You will work closely with colleagues across the CRF and wider Trust to ensure patients receive a professional, efficient and compassionate service from the moment they arrive on the unit.

We are looking for someone who can communicate clearly, stay calm under pressure and manage their workload confidently. You will use several Trust systems daily, but full training will be provided.

Main duties of the job

As a CRF Scheduler, you will:

• Welcome patients to the CRF, manage check-in and check-out processes, and ensure demographic details and documentation are accurate.
• Schedule patient appointments in a timely manner for research treatments and visits using Trust scheduling systems and CRF Manager.
• Provide clear and compassionate information to patients and relatives, both in person and by phone.
• Support CRF managers and research teams with making and amending patient bookings to help maintain efficient patient flow throughout the day.
• Handle distressed, anxious or upset patients with sensitivity and professionalism.
• Use patient information systems to resolve scheduling issues such as cancellations, overbookings or missing information, escalating as appropriate
• Maintain accurate records, safeguard patient confidentiality and work in line with Trust SOPs and policies.
• Provide support to new colleagues and contribute to training by demonstrating core admin routines.

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.

The NIHR CRF at the Christie is one of six units which together comprise the NIHR Manchester CRF. We provide the infrastructure for the delivery of early phase experimental and translational research in oncology including first-in-human trials.

Job responsibilities

DUTIES AND RESPONSIBILITIES

Communication & Relationship Skills:

• Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format
• Communicate complex information about chemotherapy appointment schedules to patients
• Communicate with patients who may be anxious, angry or upsetExchange 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
• Maintain patient confidentiality at all times
• Provide comprehensive advice to patients/relatives regarding appointments
• Sign post patients to other areas of hospital
• 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

IT Skills:

• Work in patient information system, requiring standard keyboard skills
• Use CRF Manager and Trust scheduling systems to book patients for treatment.
• Use office equipment including PCs, printers and phones
• Periods of time spent sitting at keyboard to input information
• Undertake surveys/audits as necessary to own work

Analytical and Judgement Skills:

• Resolve issues arising in own role, such as cancellation of patient appointments
• Use own initiative to liaise with clinical staff where necessary regarding patient queries and potential overbooking issues
• 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 NH

Planning & Organisational Skills:

• Plan for patient admissions, appointments and discharge
• Clinic preparation to ensure that all clinical notes and forms arepresent
• Make alterations to clinic structure to accommodate arrival of unexpected patients
• Provide cover for colleagues across the Division and at other trusts who deliver chemotherapy activity in times of sickness and annual leave therefore will be familiar with systems and processes in all areas.

Mental & Emotional Effort

• Concentration is required when making appointments and entering data on patient information system
• Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff
• Unpredictable pattern of working due to arrival of unplanned patients, missing case notes, cancelled clinics, staff absence and patient illness
• Direct interaction with patients suffering from terminal illnessesReceiving phone calls from family members informing of the death or deterioration of patients
• Exposure to distressed patients who are upset or angry

These duties and responsibilities are neither exclusive nor exhaustive and staff may be required to undertake other duties and responsibilities consistent with the band.

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 NHS

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

OTHER

• Ability to work unsupervised
• Able to work under pressure

PERSONAL ATTRIBUTES

• Tactful and diplomatic
• 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.

£24,937 to £26,598 a yearper annum pro rata