Receptionist- Outpatients & CDC, Band 2

Job overview

- To provide an efficient and friendly service to all patients and visitors attending outpatient departments

- To record patient attendance accurately and timely, in accordance with departmental policy

- To ensure patient outcomes are actioned accurately and timely, in accordance with departmental policy

- Where appropriate, make follow up appointment and any associated administration, without direct supervision

- Support nursing team with organisation of return transport for patients attending appointments where appropriate.

- Ensure the professional image of the department and Trust is maintained at all times

- Flexible approach to working hours to meet the demands of the service.

- To work in collaboration with the clinical and non-clinical team members providing admin support such as stock ordering. You will also work directly with patients resolving their queries and recognise the importance of first-class communication skills to achieve patient satisfaction. The primary objective is to provide:

- Excellent customer service

- Effective and timely resolution of queries received

- To support the Trust in providing quality care to its patients.

- To work cross site support the OPD Team

Job description

- Ensure the timely and accurate update of Trak, to include liaising with and response to, the Information team, and their weekly reports.

- Ensure compliance with Health and Safety requirements in area of responsibility.

- Any other duties as required, commensurate with the grade.

- Call patients following up / confirming their appointments.

Job responsibilities

- Provide efficient and courteous reception to patients.

- Check all demographics and update Patient Administration System in accordance with Trust policy, taking responsibility for patient confidentiality at all times.

- Inform patients of any delays affecting the smooth running of clinics, direct them to correct waiting area, or to other departments if pre appointment tests are required e.g. x-ray.

- Make appropriate follow up, clearly communicating that to patient or populate pending list in accordance with clinician request.

- Book support service e.g. transport, interpreter for appointment

- Deal with telephone callers professionally and timely.

- Flexibility with hours and working area to provide cover for colleagues across site and department when requested.

- Assist supervisor with on the job training for new staff

- Complete all training in accordance with trust policy, this may mean off site attendance

- Good working knowledge of trust Cancellation/DNA policy

- Maintain a smart, professional appearance at all times, keep reception work area tidy, be familiar with Trust infection control policy

- Deal efficiently and competently on a daily basis with complex administrative tasks often with tight deadlines.

- Being the first point of contact, provide non-clinical advice and exercise own judgement when dealing with enquires and independently communicate effectively on behalf of the team to service users and other professionals.

- Deal professionally and promptly with telephone enquiries, taking and processing messages accurately and maintaining confidentiality at all times as per the Message Taking Policy and ensuring standards for customer services excellence are met.

- Ensuring safeguarding correspondence and other sensitive data is processed and entered correctly and in a timely manner, always adhering to data protection regulations.

- Receive, sort and distribute internal and external mail, ensuring that important and sensitive information is brought to an appropriate persons attention in a timely manner. Stationery and equipment management including ordering and monitoring supplies

- Attendance at departmental meetings.

- Demonstrate daily duties to new starters and less experienced staff to support their induction.

- Have knowledge of the lone working policies and procedures and maintain team contact information.

- Complete the daily administrative functions.

- Assess and manage own workload under the supervision of the line manager.

- To highlight any risks, adverse events or near misses to the line manager.

- Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete and up to date.

- Ensure that all Trust wide standards are maintained and monitored to improve quality and total care to all who come in contact with the service.

- Ensure your work area and equipment is left in a good working condition on a daily basis.

The elements that require actioning from your new admin employee when employed will be:

- Assist in managing bookings- (This involves ringing patients prior to appointments and moving requests off appointments for patients who cannot attend and document any changes on the Radiology booking system).

- Liaising with Radiology appointment team when necessary.

- Good Communication skills

About the organisation

You will join a team working across 3 sites for the Trust. These include Cheltenham General Hospital, Gloucester Royal Hospital and the New Community Diagnostic Centre at Gloucester docks. You will be working both on the Reception desk to assist patients with booking in, queries and appointments. This is an exciting opportunity to be part of a team aiming to offer the best possible Outpatient care to patients.

Person specification

Qualifications

Essential

• GCSE English and Maths Grade C or above, or equivalent
• Knowledge and awareness of health and safety issues, risk management and data protection act.

Desirable

• Experience with dealing of public members
• NVQ in Administration Level 3

Experience, Skills and Knowledge

Essential

• Experience of using own initiative, prioritising workload and utilising organisation skills
• Previous experience working in a busy office environment.
• Able to communicate effectively diverse range of people
• Excellent and accurate attention to detail
• Diary management skills
• Proven organisational and forward planning skills.

Desirable

• Experience of data entry, maintaining databases and data validation of electronic records
• Previous experience working in an NHS Department / knowledge of NHS systems.
• Knowledge and awareness of health and safety issues, risk management and data protection act.

Personal Qualities

Essential

• Ability to multitask
• Excellent team worker
• Ability to use own initiative
• Ability to prioritise workload and work to deadlines
• Ability to work flexibly within a team
• Motivated and innovative.
• Ability to deal with telephone calls/typing letters with potentially distressing or emotional content.

Supporting documents

• 318-26-T0553 Job Description & Person Specification.pdf (PDF, 240 KB)