NHS LOTHIAN – University Hospitals Division Directorate of Clinical Radiology 1. JOB IDENTIFICATION Job Title: Admin & Clerical Supervisor Responsible to : East Sector Admin Manager Department : Radiology, LCTC Directorate: DATCC Operating Division: LUHD Job Reference: 023068 No of Job Holders: 1 nd Last Update (insert date): 22 May 2020 2. JOB PURPOSE To provide a high quality patient focused reception and appointments booking service within the Primary Care Organisation Radiology Departments for people attending from across the Lothian region. Demonstrate a significant level of initiative in organising the office environment and supervising the Clerical staff across 3 sites. Make decisions and take action without direct supervision. Management support is provided daily and with annual appraisal. 3. DIMENSIONS The Radiology Department has two Sectors. The East Sector consists of the Royal Infirmary, Royal Hospital for Sick Children, Directorate of Clinical Neurology and Primary Care (Leith Community Treatment Centre, Lauriston Building and East Lothian Community Hospital (Haddington). The West Sector consists of the Western General Hospital, and St John’s Hospital. This post is based in Primary Care at the Leith Community Treatment and will be required to supervise staff on 3 sites (Leith Community Treatment Centre, Lauriston Buildings and East Lothian Community Hospital at Haddington). The postholder will be required to work at all of the above sites. 4. Admin & Clerical Organisational Chart Radiology Manager Administration Manager PA Departmental Admin & Clerical Supervisor Medical Secretaries to Radiology Clinical Director / Administrator Service Manager, Clincal Support Reception Staff Chart updated April 14 5. ROLE OF DEPARTMENT Provide a high quality, efficient and effective Radiology service to the local population. Diagnostic imaging equipment is used to carry out radiological examinations on adult and paediatric patients and reports are provided to referring clinicians. The report assists the referrer in providing a diagnosis of the patient’s condition in order to decide on an effective course of treatment and care. The departmental clinical governance strategy ensures a high standard of care for patients undergoing radiological examination and promotes multidisciplinary team working. Provide a suitable environment for the training and assessment of Student Radiographers and Sonographers. 6. KEY RESULT AREAS Organise and supervise the duties of the Clerical Officer/Receptionists (eg. making and sending out of appointments, typing reports, letters, faxing, photocopying etc.) to ensure the smooth running of the department on all 3 sites. Maintain waiting times targets in all relevant modalities by ensuring that appointments are booked in line with NHSL standard operating procedure and escalate any potential breaches to Admin Manager. Supervise and organise staff training in waiting times management. Manage staff absence and PDPR. Organise staff roster Ensure mandatory training and personal development is undertaken First point of contact. Meet and greet patients/Staff and clinical reps in an efficient but pleasant manner ensuring that no attendee is kept waiting without acknowledgement. Deal with telephone and face to face enquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, to ensure efficiency and effectiveness of service delivery. To ensure that patient and Radiology information is entered accurately into the computer system such that the integrity of the database is of a high standard Ensure that request forms are complete and that patient identification complies with (IRMER) guidelines and that all request cards, which require vetting, are seen by a Radiologist/Radiographer or Sonographer. To ensure that all request card filing is completed accurately and in a timely manner to ensure that there is no backlog of request cards / files await filing. To carry out clerical / administrative duties to a high standard including recording of destination of films so that these can be immediately found. Responsible for the management of outpatient waiting lists. Adhering to waiting List Policies at all times e.g. DNA, Suspensions etc. Responsible for the cancellation or postponement of patients as and when instructed. Responsible for contacting patients at short notice to replace cancellations. Responsible for ensuring 28-day hospital cancellation rule is applied. Organise patient attendance lists and referrals for a radiologist to check at the beginning of every list. Organise and send out preparations / laxatives/ gastrografin to patients where preparation is required prior to the examination in line with the patient group directive (PGD), and authorised by the Radiography staff. To organise the provision of an interpreter as required. To send out Did Not Attend letters to referral doctors and clinics. To answer patient questions regarding Metformin usage following a rigid CT protocol. To liaise with Prison officials and Army Medical Staff, accompanying patients, as required. To liaise with staff and patients in a professional, polite manner. To answer the telephone, faxes and emails and relay information quickly, accurately and in a polite manner. Health & Safety – To take all required steps to comply with and minimise risk to self, colleagues and visitors. To maintain confidentiality of patient details at all times. 7a. EQUIPMENT AND MACHINERY Personal Computer – Produce correspondence, communicate, extract and record information. Audio Equipment – Transcribe clinical information. Scanner – Send and receive documents. Photocopier - Duplicate information. Telephone – Communicate both internally and externally. Printers – Print off hard copy documents. Laminator – Preserve hard copy documents. Moving Filing Shelves – Retrieve files. 7b. SYSTEMS Microsoft Office including Word, Access, Excel, PowerPoint, Outlook (e-mail and diary) and Internet Explorer. TRAK Radiology Information System – arrive patients, book appointments, cancel/amend/re-book. Manage and amend patient data as required. PACS - To access past patient information and track previous mammography films. eESS – Staff Management System Pager and Bleep system- to contact staff. Internet / Intranet. 8. ASSIGNMENT AND REVIEW OF WORK The overall workload is generated by the radiological caseload and the professional roles of the medical and Radiography staff the Radiology Department. This includes: Radiological caseload - reports generated & sent out directly relate to this; numbers for clinics, meetings, etc. are also a reflection of the radiological caseload. The requirements of outside hospitals. Patient enquiries. Staff requirements; e.g. for training purposes teaching material is generated in preparation for new staff members. Supervision and Review There is a 3 month probationary period for all new staff. There is an Annual appraisal from the East Sector Admin Manager. There are meetings for sickness/absence return from work as required. There will be monthly staff meetings for all staff. 9. DECISIONS AND JUDGEMENTS The postholder is responsible for making on the spot decisions when a situation or queries arise within boundaries. Advice and guidance regarding local imaging admin issues are asked for when necessary from the East Sector Radiology Manager and the Admin Manager. Line Manager is contactable most of the time for advice. Assignment of work is generate mostly by patients attending the department or the hospital Staff requirements; e.g. for training purposes teaching material is generated in preparation for new staff members. Supervision and Review Carry out 3 month probationary period for all new staff. There is an Annual appraisal from the Radiology Admin Manager. There are meetings for sickness/absence return from work as required. There will be monthly staff meetings for all staff. 10. MOST CHALLENGING / DIFFICULT PARTS OF THE JOB Managing time effectively, prioritising work to meet competing demands on 3 sites. Dealing with distressed patients. Remaining calm, polite and professional in all situations particularly with patient emergencies. Keeping up to date with ever changing policy’s procedures. 11. COMMUNICATIONS AND RELATIONSHIPS Communicate with external agencies, staff, patients, relatives and carers both verbally and in writing regarding appointments. The post holder must acknowledge the sensitive nature of the topics discussed and use skills of tact and diplomacy. Internal communication. Liaise with the Office Manager, Consultants, Secretarial, medical Staff and other Clerical Personnel to ensure the completion of all A&C tasks accurately and economically. Converse with Radiologists/Radiographers/Sonographers regarding appointments etc. and areas in which their role requires administrative duties. Liaise with Consultants with regards to their requirements and priorities. Liaise with hospital personnel such as the Management team, Consultants, secretaries, doctors. Nurses and A&C staff. Department of Health Records- to request case records External Communication. Provide advice/instruction for patients/carers relating to appointments, travel arrangements and expenses. Hospitals out with the Division- Request and send out x-rays and reports and ensure their safe arrival. Film storage company Office supplies company. Communicate with other health boards thorough out Scotland and the