Job Description

Operational Management: Facilitate the day-to-day operational management of the administration, booking and secretarial team, including maximising the booking efficiency of appointments in all areas of radiology. To manage the administration, bookings and secretarial team ensuring there is effective organization, provision and cover of radiology support services to the Trust. To monitor, evaluate and maintain appropriate staffing levels across all relevant services. To be responsible for maintaining stock within the clerical office.

To develop policies and procedures pertaining to booking, administration and secretarial processes to ensure a high-quality service and patient care. Implement and manage appropriate communication mechanisms within the department and ensure staff are updated and regularly informed of any change in Trust policies and procedures. To establish standard operating procedures for all administrative processes and monitor accordingly. To ensure accurate data entry onto the Radiology Information System.

To facilitate a cross-site standardized approach encompassing local operating procedures as advised by the Business Manager. Deal effectively with non-routine enquiries and redirect as appropriate. Undertake evidence-based change management within remit and scope of the role. Independently measure workload and deploy resources accordingly.

Performance Management: To have a working knowledge of booking rules specific to each modality. Create a weekly DM01 data set, ensuring that there is a constant management of patients within the mandated time limits. Ensure patients on long term planned pathways are booked within appropriate time limits. To ensure that the team can successfully deal with the TWR referrals within the time set, escalating pathway issues, and troubleshooting when required.

To ensure all capacity is utilised and targets for waiting times etc. are met. To assist with monitoring demand and capacity across all modalities with regards to appointment availability in accordance with internal and external targets. To ensure that staff are aware of externally set standards and timescales, that they are adhered to, and corrective action is taken if necessary to meet such standards.

Produce audit figures in relation to patient cancellations and DNAs, maintaining an accurate recording system. Staff Management: To lead the recruitment and selection of the appropriate administrative, secretarial, and clinical assistant staff. Responsible for the delivery and completion of high-quality local Induction and training of new staff within the department. Lead on the design of a high-quality local Induction programme to support the strategic aims both internal and external to the department.

Responsible for the timely completion of annual appraisals of all radiology administrative, bookings and secretarial staff in line with trust policy. To monitor and review sickness absence and conduct return to work interviews. To be responsible for setting standards of work within the department and ensuring that these are known and adhered to. To be responsible for ensuring that up-to-date personnel records are maintained for all staff in line with Trust policies and procedures e.g., annual leave, sick leave.

To monitor the performance of all administrative, bookings and secretarial staff undertaking corrective action where necessary in line with Trust policies and procedures. Provide advice to junior staff on the suitability of various courses considering their experience and future requirements of the job tasks and the outcome of the individuals PDP plans. To be the first point of contact for staff with personnel related issues. To deal sympathetically and diplomatically with managing staff personal issues.

Patient Experience: Lead the team effectively to enable them to put patients first and respond to callers and / or visitors promptly and courteously, identifying their needs, providing information, or referring them as appropriate to the relevant discipline. To adopt methods of communication and support which are suited to the needs of the visitors and / or callers. To acknowledge difficulties in communication or in providing support and seek help as appropriate. To manage enquiries regarding inpatient or outpatient waiting list queries always looking for ways to improve.

To follow established procedures and demonstrate appropriate behaviour in dealing with awkward or aggressive visitors and / or callers. Monitor the quality of customer care delivered to patients, devise and implement customer care surveys and recommend service improvements. To assist in the investigation process of all formal and PALS complaints with regards to administrative and secretarial processes and performance. To assist in the investigation process of all incidents with regards to administrative and secretarial processes and performance.

Personal responsibilities: To plan and organise own work schedule with the use of appropriate planning aids, demonstrating good time management and an ability to cope with the unexpected. To work under own initiative and make independent decisions within the remit and scope of the role. To obtain and organise information in support of own work activities, maintaining confidentiality in accordance with organisational procedures. To ensure that secure systems are in place for the storage of all resources including computerised information.

To provide representation when appropriate to internal committees / working groups. To ensure administrative and secretarial support is provided to all meetings. This will include the preparation and distribution of agenda, minutes and other documents as well as arranging venues and ordering refreshments when required. To develop and maintain effective working relationships with other staff in the department and the Trust, ensuring that a professional and seamless service is provided.

When requested, to identify and access information sources correctly, supplying the information in an appropriate format and within required deadlines. Provide administrative support to other staff and specific projects as and when required. Provide current and appropriate training and guidance to the Radiology administration, secretarial and clinical assistant team ensuring procedures are kept up to date, and the team have access to, understand and operate to team protocols. Data Administration: To enter data and text correctly, identify errors and amend in accordance with organizational procedures.

To achieve all data input within agreed Trust deadlines. Ability to manipulate data as required using excel and present data back to management team. To be responsible for ensuring patient confidentiality and security of data in accordance with organisational requirements and the Data Protection Act.