Receptionist / Clerical Officer | The Christie NHS Foundation Trust

The Christie NHS Foundation Trust; Salford; On-site; GBP 20,000 - 28,000; Full time

Job summary

A major healthcare provider in Salford is seeking a Reception and Administrative Support professional to act as the first point of contact for patients. The role involves scheduling appointments, managing patient queries, and ensuring confidentiality. The ideal candidate should possess strong communication skills and problem-solving abilities. Flexibility in working hours is required, with a potential for part-time arrangements.

Qualifications

• Previous experience in a reception role is advantageous.
• Knowledge of integrated clinical information systems is a plus.
• Ability to handle emotionally distressed patients.

Responsibilities

• Provide administrative and reception support to patients and visitors.
• Manage appointment scheduling and patient queries.
• Ensure patient information confidentiality and adherence to policies.

Skills

Communication skills

Problem solving

Empathy

Data input skills

Job description

Overview

The main purpose of the role is to provide a full and confidential reception and administrative service. The post holder will act as the first point of contact to visitors and patients attending the hospital, prioritising information and dealing with routine enquiries from service users, colleagues and visitors.

Duties and Responsibilities

Communication Skills

• Ensuring accurate recording/input of treatment and planning data
• Organising and scheduling patient appointments
• Greeting and escorting patients
• Assisting patients with appointment queries

Knowledge, Training and Experience

• Problem solving & forward thinking
• Uses knowledge of integrated clinical information systems for collating data and adding referrals
• Data input and radiotherapy completion tasks
• Where applicable, provides retrieval of medical documents for clinical information including those from other Trusts

Personal Skills

• Liaises with the multi‑disciplinary team to ensure that adequate information and support is available to patients

Other Responsibilities

• Responsible for stock control in areas of work
• Responsible for the production and processing of all relevant completion letters following a patient’s treatment
• Creation of follow‑up appointments on treatment completion

Effort

• Patient transfer
• Manual handling tasks as required

Reception and Patient Interaction

• Meet and greet patients attending the Radiotherapy department, providing empathy and reassurance to service users, relatives and visitors who may become aggressive or emotionally distressed, and referring them to the appropriate person or department for further assistance.
• Exchange information with patients and staff, both verbally and in written format.
• Communicate information between departments internally and externally.

Data Entry and Information Systems

• Access patients’ demographic details on Medway and amend as necessary.
• Enter patient onto the Medway appointment system.
• Track patient case notes in Medway system.
• Use patient information systems to assist patients and staff, requiring standard keyboard skills.
• Use office equipment including PCs, fax machine, and phones.

Patient and Service User Support

• Provide comprehensive advice to patients/relatives regarding appointments.
• Deal with queries from patients and other service users, such as GP’s, hospital staff, social services, voluntary organisations and Trust management.
• Liaise with other members of staff regarding case notes and patient visits.
• 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.

Policies and Confidentiality

• Maintain patient confidentiality at all times.
• Follow all relevant policies and legislation.
• Post holder is expected to follow all relevant protocols and standard practice.
• Work collaboratively with colleagues to ensure policies are adhered to.
• Undertake surveys/audits as necessary to own work.

Planning and Organisation

• Use own initiative to solve problems, referring to manager as necessary.
• Book patient transport where applicable and deal with transport queries.
• Book and schedule physiotherapy and complementary therapy and support services on site.
• Plan and organise own time and workload activity with prioritisation.
• Record all data in an accurate and timely manner.
• Be expected to undergo relevant training and take an active role in own personal development.
• Flexibility in this role is paramount; may be required to work in other locations and flexible shifts.

Patient Care and Delegated Duties

• Undertake a range of delegated duties across the Radiotherapy Department as allocated by the relevant line manager.
• Record patient information and data and contribute to the implementation of patients clinical care packages.

Freedom to Act

• Utilise own initiative but work within defined SOPS, procedures and policies.
• When doubt or uncertainty exists, senior staff available for guidance.

Working Conditions

• Working hours are flexible to the needs of the service; may include working weekends.
• Expected to participate in all shift patterns.
• Contracted to work between 6am and 11pm; routinely the department works between 7.30am and 8pm Monday to Friday (including bank holidays).
• Flexible working and part‑time/job shares will be considered.

Teaching and Training

• Attend all relevant mandatory training courses.
• Maintain own personal development.
• Participate in relevant training, meetings and work at The Christie Withington site and other satellites within the network as required.
• Assist in the training and/or orientation of clinical support worker and any other students.
• Complete Christie Care Certificate as mandated by the Trust.
• Required to demonstrate tasks and duties to new and less experienced members of the team.