Job summary
An exciting opportunity has arisen for a receptionist to join our busy Centralised Outpatient Team.
If you are caring and passionate about people and wish to pursue a rewarding career within the NHS, you should apply now. We are a busy outpatient service in King's College Hospital dealing with outpatient clinics.
We are seeking self-motivated people, who are able to effectively manage their time and workload, to meet deadlines in a busy environment with competing demands on their time. They should have excellent communication and customer service skills, IT experience and the ability to provide a high-quality and efficient service to outpatient users.The successful applicant will possess excellent telephone and administrative skills.
Main duties of the job
The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, clinicians, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between reception (front desk) and administrative duties.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and around 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.
Job description
Job responsibilities
- To meet and greet patients, check in and check out and book appointments in a timely and efficient manner.
- To communicate clearly, effectively and appropriately with the multi-disciplinary teams, patients and their family/visitors/carers.
- As the first point of contact in the department, ensure patients are made comfortable and treated with kindness respect and dignity
- To register patients on the Trusts Electronic Patient Records System (EPIC).
- To assist patients using the self-check-in kiosks.
- To assist patients with outpatient related queries when required.
- To provide a courteous, efficient follow-up appointment booking service to all patients.
- To resolve appointment booking issues with patients, clinical staff or administrative colleagues in an efficient and effective manner.
Job description
Job responsibilities
- To meet and greet patients, check in and check out and book appointments in a timely and efficient manner.
- To communicate clearly, effectively and appropriately with the multi-disciplinary teams, patients and their family/visitors/carers.
- As the first point of contact in the department, ensure patients are made comfortable and treated with kindness respect and dignity
- To register patients on the Trusts Electronic Patient Records System (EPIC).
- To assist patients using the self-check-in kiosks.
- To assist patients with outpatient related queries when required.
- To provide a courteous, efficient follow-up appointment booking service to all patients.
- To resolve appointment booking issues with patients, clinical staff or administrative colleagues in an efficient and effective manner.
Person Specification
Education and Qualifications
Essential
- NVQ Level 2 or equivalent experience in customer care / service
- ECDL or equivalent experience
- 5 GCSE's or equivalent standard of education in English and Mathematics
Desirable
- Commitment to undertaking further course of study in customer care
Knowledge and Experience
Essential
- Demonstrate high level of administrative experience acquired through both training and experience
- Experience of dealing with the public
- Ability to input and retrieve complex information on a computerised system
- Experience of using Epic or similar appointment systems
- Previous NHS experience
- Experience / knowledge of e-RS (Choose & Book)
- An understanding of NHS National targets / initiatives
Skills and Competencies
Essential
- Excellent written and verbal communication skills with a professional and courteous manner
- Ability to demonstrate empathy
- Able to identify risks and resolve or report them
- Competent with computer software programmes including Microsoft Word, Outlook, Excel and Powerpoint
- Ability to demonstrate tact and diplomacy when handling sensitive issues
- Excellent telephone manner
- Effective in managing time
- Able to prioritise workload, to be organised and flexible to changing situations
Person Specification
Education and Qualifications
Essential
- NVQ Level 2 or equivalent experience in customer care / service
- ECDL or equivalent experience
- 5 GCSE's or equivalent standard of education in English and Mathematics
Desirable
- Commitment to undertaking further course of study in customer care
Knowledge and Experience
Essential
- Demonstrate high level of administrative experience acquired through both training and experience
- Experience of dealing with the public
- Ability to input and retrieve complex information on a computerised system
- Experience of using Epic or similar appointment systems
- Previous NHS experience
- Experience / knowledge of e-RS (Choose & Book)
- An understanding of NHS National targets / initiatives
Skills and Competencies
Essential
- Excellent written and verbal communication skills with a professional and courteous manner
- Ability to demonstrate empathy
- Able to identify risks and resolve or report them
- Competent with computer software programmes including Microsoft Word, Outlook, Excel and Powerpoint
- Ability to demonstrate tact and diplomacy when handling sensitive issues
- Excellent telephone manner
- Effective in managing time
- Able to prioritise workload, to be organised and flexible to changing situations
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.
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).
Additional information
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.
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).
