Screening Officer

Job description

Job responsibilities

JOB PURPOSE

• To co-ordinate and ensure high quality administrative support for the CervicalScreening service within North of England Commissioning Support (NECS).
• The Screening Officer will ensure allocated cases are processed in line with theStandard Operating Procedures.
• The Screening Officer will be representing NECS in delivering call and recallprovision nationally and will also support the wider aspects of the cervical screeningprogramme e.g. cease and delays; incidents; comms; cytology laboratory results etc.
• The post will involve close working with other colleagues within NECS, NHSE andPHE to support the delivery of a successful service
• To answer general telephone enquiries from GPs, surgery staff, screening officestaff and laboratories and general public
• To provide the information needed by members of the Cervical Screening Team tocarry out end-to-end processing to allocate CRM work, using the Work AllocationSOP.

DIMENSIONS

This role supports the National Cervical Screening Programme and is vital in supportingwomens health and saving lives ensuring that women receive invites/reminders, processestest results by:

• Providing Prior Notification Lists (PNLs) of patients eligible for screening to GPpractices;
• Sending out call and recall letters to patients eligible for cervical screening tests;
• Notifying patients of test results once we receive these from laboratories.
• To assist in the efficient and effective running of the Cervical Screening AdministrationServices (CSAS).
• To maintain the accuracy of clinical and demographic information in a specialised database (The NHS Information Authority National Screening Programmes ExeterSystem) including the upload, processing and validating of large batches of clinicalresults and the resolving of any discrepancies or anomalies in the data in an end to endprocess.
• To prepare quality check and distribute all printed material associated with the CervicalCytology Screening schemes within national and local timescales and auditrequirements. To provide information and advice to users of the scheme including thegeneral public.

KEY RESULT AREAS

The post holder will:

• Contribute daily to the day to day running of the Cervical Screeningprogrammes.
• Allocation of CRM cases (if working on work allocation).
• Daily involvement with high levels of inputting using the screens and analysis ofjobs on systems, preparing and checking large numbers of invitation and resultletters, uploading and checking batches of electronic information including testresults and answering enquiries from users of the scheme some of which aresensitive and or complex which involves some analysis of data and facts.
• To be able reschedule and plan for any day to day adjustments that may berequired to deliver the screening service in line with the daily NHAIS andLablinks contractual deadlines.
• Communicates and processes complex and sensitive information and data relatedto for example notifying patients of test results.
• Contribute regularly to ensuring the screening service is delivered within theservice level agreement adhering to the standard operating procedures (SOPs) to deliver in line with customer expectations.
• Using the CSAS SOPs to ensure all cases are correctly administered and processed using appropriate systems in an end to end process daily.
• Adhocly respond to all telephone enquiries utilising the systems in place andact with initiative in responding to enquiries, complaints, incidents,correspondence and e-mails on behalf of the CSAS.
• Regularly support the Team Managers and Operations Manager in the collationof the reporting requirements for the CSAS in line with the specification.
• Encourages and co-ordinates the sharing of knowledge and lessons learntacross teams and projects to ensure effective working and learning.
• Participate in arrangements for cross cover during periods of annual leave andsickness.
• Assist in the induction of new staff (as a buddy) and staff training as required,participate and be updated in the ongoing technology packages which are/andwill become available.
• Contributes and proposes changes to working practices for the CervicalScreening service.
• Maintain the strictest level of confidentiality at all times.
• Be conversant and comply with the organisations, policies and procedures.
• The Screening Officer will be expected to work on their own initiative withinappropriate occupational guidelines, referring to the Team Manager as necessary.
• Co-ordinate the provision of high quality, professional, responsive and flexibleadministrative support.
• Support the delivery of excellence to customers.
• Carry out any duties as agreed with the Team Manager, commensurate with the grade of the post.

Person Specification

Qualifications

• Good standard of general education 5 GCSE or equivalent including Mathematics & English or equivalent experience.
• Experience of using Microsoft office systems including Word, Excel.
• Educated to NVQ level 3 or equivalent experience.

• Experience of using either a Customer Relationship Management (CRM) system, or other IT systems as a key part of a day-to-day role.

Experience

• Customer case handling and administrative processing experience in PCS related or other key services where customers and achievement of defined SLAs are important - minimum 1 year.
• Knowledge of relevant administration systems.
• Excellent standard of customer interaction and verbal communication.
• Familiar with working in an office environment.
• Excellent communication skills including an excellent standard of written and spoken English.
• Ability to operate an IT and telephone system (with the appropriate training and support).
• Internal and external customer focus.

Skills and Competencies

• Advanced keyboard skills.
• Effective communication skills (oral & written).
• Ability to use initiative and work to demanding deadlines.
• Excellent organisational skills, manage a number of tasks
• at any one time.

• Able to organise own workload and prioritise.
• Ability to develop good communication links with management and staff at all levels across the organisation and other agencies.

Other Requirements

• Takes responsibility for both their individual performance and their contribution to team performance.
• Demonstrates a high level of initiative and common sense in relation to contact handling and resolution of open cases to the satisfaction of customers.
• Work well as part of a team and is responsive to the priorities and direction set by Team and Managers.
• Is willing to challenge and offer up constructive suggestions and feedback.
• Is willing to go the extra mile to ensure customer satisfaction and operational SLAs are met.
• Deal with information in a discrete and confidential manner.
• Is self-motivated and goal oriented.

Employer details

Employer name

NHS North Of England Commissioning Support Unit

Address

Falcon House

Fulwood Park, Caxton Road

Preston

PR2 9NZ

United Kingdom

Employer's website

https://www.necsu.nhs.uk