Receptionist

Job responsibilities

Main Purpose

• To provide an efficient and effective admissions service to all patients attending the department and adhering to all policies and procedures applicable to the service.

• Excellent communication skills required to deal with patients and colleagues in a confidential and sensitive manner.

• General reception duties such as greeting patients , checking them in dealing with patients over the phone with queries

• This is a diverse role, which will involve assisting with a range of cardiac bookings as well as covering the reception desk and carrying out general administration duties.

• The ideal candidate needs to be flexible and adaptable, possess excellent organisational skills whilst maintaining a friendly disposition. This role works alongside the existing booking clerks, bookings co-ordinator and reception staff and will offer service resilience and the ability to cross cover each other for leave.

General Duties

• To cover CIU Reception desk as and when required

• Book relevant patient transport

• Clinic preparation (notes/requests), including tracking, collecting and returning medical notes, as required

• To arrange and send appointments for investigations, including making appointments on the TOMCAT system

• Scanning request forms, where required

• Dealing with day to day telephone enquiries, taking action as necessary

• Greeting patients on arrival at reception and marking attendance on TOMCAT system

• Computer operation to check patients demographic details

• To liaise with secretarial staff/technical staff as necessary

• Send out appointment letters ensuring correct information is enclosed.

• Respond to telephone calls and enquiries from patients, wards and medical staff in an efficient and courteous manner and respond accordingly.

• Deal promptly with incoming correspondence and ensure referrals are viewed by consultants as necessary.

• Assist with any other duties within the office and department as required.

• Scanning request forms where required

• Clinic preparation (notes/requests), where required.

• To perform other administration tasks which may arise in the future as directed by the Admin Manager/Team Lead

• Provide cover for colleagues within the Cardiac Bookings team when on annual leave or during periods of staff absence.

• Flexibility to work across UHD sites, as and when required.

• To ensure the values of UHD are maintained and practiced on a daily basis ensuring all patients are treated with dignity and respect to ensure a high standard of service delivery is maintained.

Communication and Working Relationship Skills

Key working relationships:

• Internal:

Team Lead

Administration Manager

Nursing / ANPs

Other hospital departments

Clinicians

• External: Other NHS organisations

Members of the general public

Organisations outside of the NHS

• To ensure that timely and effective communication is always maintained within the department and with patients.

• Liaise effectively with other departments within the Trust.

Analytical and Judgemental Skills

• Ability to use own judgement with support of the team lead

• To inform the Supervisor/Admin Manager of any potential breaches

• Ability to deal with stressful situations such as tight deadlines in an environment of frequent interruptions.

Exercise judgement when dealing with enquiries.

• Analyse information to resolve problems for patients and staff

Planning and Organisational Skills

• To deal with incoming queries, to ensure queries are answered in a prompt and helpful manner

• Ensuring information and requests are documented within Trust systems

• Managing distressed members of the public in a sensitive and efficient manner and enlisting help from appropriate members of the team if necessary

• To ensure appropriate letters are sent out in the post confirming all appointments

• To ensure all bookings are correctly entered on Trust systems in accordance with waiting list policies.

• Manage and prioritise own workload which requires concentration and working through frequent interruptions and changing of tasks.

• Liaising with the team to ensure adequate annual leave cover

• Ensure your work station / environment is organised and presentable at all times.

• Attend team meetings as requested.

Responsibility for Patient/Client Care, Treatment and Therapy

• To ensure that timely and effective communication is maintained at all times within the department and with patient

• Deal appropriately with telephone calls from patients, medical staff, nursing staff, hospital departments etc.

• Respond to patient enquires, dealing with them in a sensitive and controlled manner, especially those from anxious and distressed patients and relatives.

• Ensure all relevant information is dispatched to the patient.

• Ensure all clinical enquiries are referred to the trained nursing staff.

• To book relevant patient transport

• To ensure patient confidentiality is maintained at all times

Responsibility for Policy / Service Development

• To comply with all Trust policies and procedures ensuring these are implemented and followed at all times

• Use the Trusts computerised systems to enter patient-related information as required, including eCAMIS and Electronic Patient Record

• To understand cardiac procedures.

• Participate in the development of the service and propose changes to how processes could be improved.

Responsibility for Finance, Equipment and Other Resources

• To work with colleagues to appropriately manage the office environment, including resource management in terms of stationery, general office upkeep and health and safety

• Ensure equipment and resources are utilised to best effect, minimising unnecessary expenditure.

Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management

• Assist in the induction and training of new clerical staff to the department, providing support and guidance

• Provide support to other admission staff employed within the team were identified as appropriate

• Provide cover for colleagues whilst on annual leave/sick leave when advised by Administration Manager/Supervisor.

• Assist colleagues with training for any changes taking place in own specialties when advised by Administration Manager/Supervisor.

• Attend appropriate training sessions and updates.

• Attend mandatory training.

• Ensure BEAT training record is kept up to date.

• To attend an annual appraisal

• To ensure compliance with a range of Trust policies including Health and Safety, Infection Control, Confidentiality, Data Protection, Sickness Absence and Risk Assessment

Responsibility for Information Resources and Administrative Duties

• Ensure accuracy and timeliness in input of all data, ensuring the data and data input is of the highest standard and identify areas of concern

• Information technology skills required for the input of data.

• Use of Hospital computer systems such as Tomcat, E-CAMIS, Microsoft Word, Microsoft Outlook, and Microsoft Excel, EPR.

• Maintain and update databases.

• Utilisation of information resources to support the bookings process.

• To support the admin team and bookings team, as required

Responsibility for Research and Development

• Support the Administration Manager/Team Lead to develop any change of working practices.

• Contribute to the effective use and deployment of resources and staff to achieve optimum value for money without detriment to patient care or services within the unit

• Maintain a record or data relevant to Audit

• To assist if/when requested

Freedom to Act

• To be able to report anything, at any time, that is of cause for concern, whether that is unacceptable behaviour or something else

• Is guided by standard operating procedures (SOPs), good practice, established precedents and understands what results or standard are to be achieved

Mental, Physical, and Emotional Effort

• May be exposed to face to face physical and verbal aggression

• Occasional exposure to distressing and emotional circumstances and very rarely exposure to highly distressing or highly emotional circumstances

• Manage own workload with frequent interruptions.

• Working mostly at workstation in an office environment.

Any Other Specific Tasks Required

Requirement to use a computer/VDU more or less continuously on most days

• It may be necessary for the post holder to cover their colleagues whilst on annual leave and perform duties advised by the Admin Manager.

• Adequate information must be conveyed for others to be able to stand in for the post holder in their absence.

• It is the responsibility of the post holder to inform the Admin Manager of any fluctuations in the work load and report as early as possible any difficulties arising from an inability to complete work in time or effectively.

• It may be necessary for the post holder to assist with their colleagues work load and perform any other duties as advised by the Admin Manager.

Qualifications

Essential

• GCSE English
• Computer and Keyboard Skills
• Numeracy and Literacy
• Word processing or similar

Experience

Essential

• Experience of working with members of the public
• Previous clerical experience within a busy office, working under pressure and to strict deadlines.
• Ability/experience to work in a demanding environment

Desirable

• Experience working in a health care organisation
• Experience working in cardiac environment

Technical Skills and Competencies

Essential

• Able to demonstrate attention to detail and to work with accuracy when undertaking repetitive tasks
• Ability to understand Trust procedures and policies relating to the role.
• Keyboard skills
• Computer literate with Microsoft office experience, particularly Word, Outlook and Excel

Desirable

• Knowledge of hospital Systems: eCamis / TOMCAT / EPR

Knowledge

Essential

• Evidence of effective written and verbal communication skills
• Excellent interpersonal skills
• Ability to prioritise workload.
• Able to work flexibly according to the needs of the service.
• Ability to work under pressure in a busy environment.
• Knowledge of patient confidentiality Office experience

Desirable

• Knowledge of cardiology procedures
• NHS Experience

Other requirements specific to the role

Essential

• Approachable and able to deal with sensitive issues
• Ability to work under pressure
• Ability to prioritise
• Willingness to support colleagues

Personal Attributes

Essential

• Presents as friendly and approachable
• Ability to work as an effective team member within the office and ward areas
• Flexible to the needs of the service

Desirable

• oFlexible in their attitudes and behaviours to support team working and delivery of objectives

Interpersonal Skills

Essential

• Ability to build good working relationships at all levels
• Ability to work on own initiative
• Effective communication skills; in person and on the telephone
• Ability to follow direction and work as part of a team

Language requiremnet

Essential

• Be able to speak English as necessary to undertake the role

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).