Call Handler / PACS Administrator (0.5 FTE Secondment)

Position Overview
This role is responsible for supporting the smooth day-to-day operation of MIP's imaging workflows, acting as a first point of contact for patients, referrers, and internal teams.
The post combines call handling responsibilities and PACS administration duties, ensuring accurate management of imaging studies, timely handling of patient queries, and effective coordination between booking teams, radiographers, radiologists, and external partners.

A key part of the role will involve supporting PACS workflows within Intelerad, including study management, troubleshooting image and worklist issues, and ensuring referrals and imaging data are correctly available for reporting and operational use.
This role requires strong attention to detail, good communication skills, and the ability to work across both patient-facing and technical administrative processes.

Key Responsibilities

Call Handling
• Act as the first point of contact for patient and referrer enquiries via phone and email
• Book, amend, and cancel patient appointments across multiple diagnostic modalities
• Ensure referrals are processed in line with vetting and scheduling procedures
• Manage urgent referrals and escalate exceptions where required
• Send appointment confirmations, reminders, and follow-up communications
• Record cancellations, DNAs, and appointment changes accurately across relevant systems
• Support reception cover and general administrative tasks where needed
• Ensure high standards of patient service and professional communication at all times

PACS Administration
• Support day-to-day PACS administration within Intelerad
• Monitor imaging worklists and ensure studies are correctly available for reporting
• Investigate and resolve missing images, attachment issues, and workflow exceptions
• Liaise with radiographers, reporting teams, hospitals, and external partners regarding study access and image availability
• Assist with importing, routing, and validating imaging studies and associated documentation
• Escalate PACS issues to internal IT teams or external suppliers where required
• Maintain accurate records of incidents, issues, and resolutions
• Support service improvements across imaging workflows and operational processes

Skills & Experience
• Strong communication and telephone handling skills
• Good IT and system administration skills
• Strong organisational skills and attention to detail
• Ability to manage competing priorities in a busy operational environment
• Problem-solving mindset with a proactive approach

Desirable
• Previous call handling experience
• Understanding of radiology workflows and imaging operations