Job summary
To lead and manage the reception staff under the management of Royal Eye Infirmary ensuring strict compliance with Trust policies and procedures.
Main duties of the job
The key responsibilities of this role are the effective and efficient management of specific departmental and patient administration systems, ensuring strict adherence and compliance to all Trust Policies and procedures.
Provide line management for the REI Reception team within Ophthalmology.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- To ensure that Reception staff have a good level of understanding and that all administration processes, particularly Outcome Forms are dealt with in accordance with APNs, Trust and RTT Access Policies.
- To ensure that staff have a clear understanding of Reception procedures that affect the booking of patients as stated within the Trusts APNs.
- To ensure that all staff are trained on how to use Medisoft.
- To monitor that all patients failing to attend appointments (DNAs) are managed in accordance with the Trust DNA policy.
- To ensure compliance with checking and amending patient and GP details on iPM, using the reception script.
- To complete electronic incident reports as appropriate
- To ensure the InTouch Dashboard is monitored regularly throughout the day, ensuring that Reception staff action any Reception alerts and red crosses promptly. Any problems to be reported to Plymouth ICT Helpdesk.
- Ensure all Reception staff are aware of each others roles, to provide support and cover during periods of sickness/ annual leave wherever possible.
- Compilation of staff duty rota and ensure sufficient staffing levels are available at all times including evenings and weekends.
- To ensure all Reception staff are adhering to all responsibilities and tasks accordingly.
- To monitor and evaluate staff performance through frequent contact with staff to ensure staff implement decisions and work within the Trusts policies and procedures.
- To manage staff sickness and deal with initial stages of grievance and performance issues.
- To approve annual leave ensuring all sufficient staffing levels are available at all times & keep Healthroster up to date.
- To be responsive to Trust policies, priorities and the changing needs of the service, and adapt the workload as required.
- To ensure that an Individual Performance Review is obtained from supervising Line Manager on an annual basis and in turn undertake appraisals for the reception staff.
- Assist with the recruitment and selection of staff and take part in interview panels.
- To be the main point of contact for the coordination and placement of volunteers.
- To ensure any required changes are communicated and implemented within department.
- To ensure that any complaints within the department are dealt with effectively and promptly.
- To ensure that all staff undertake statutory update training to include awareness of fire prevention, health and safety issues and regular updates.
- To ensure that hospital notes are fully prepared for the relevant clinics prior to the start of the morning and afternoon sessions.
- Request routine hospital transport and ambulance for patients as required.
- Responding appropriately to telephone enquiries from patients, hospital staff and the general public.
- Be able to cover all Reception positions as necessary, including absence cover.
- To ensure office/Reception areas are kept tidy at all times, this will include actioning any post as soon as delivered.
Reception hours range from 07:00 to 18:00 Mon Fri and 08:00 to 16:00 Sat/Sun/Bank Holidays which are covered on a rota basis and are subject to change depending on the needs of the service.
***Preference will be given to internal Trust staff, as well as Priority and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Job description
Job responsibilities
- To ensure that Reception staff have a good level of understanding and that all administration processes, particularly Outcome Forms are dealt with in accordance with APNs, Trust and RTT Access Policies.
- To ensure that staff have a clear understanding of Reception procedures that affect the booking of patients as stated within the Trusts APNs.
- To ensure that all staff are trained on how to use Medisoft.
- To monitor that all patients failing to attend appointments (DNAs) are managed in accordance with the Trust DNA policy.
- To ensure compliance with checking and amending patient and GP details on iPM, using the reception script.
- To complete electronic incident reports as appropriate
- To ensure the InTouch Dashboard is monitored regularly throughout the day, ensuring that Reception staff action any Reception alerts and red crosses promptly. Any problems to be reported to Plymouth ICT Helpdesk.
- Ensure all Reception staff are aware of each others roles, to provide support and cover during periods of sickness/ annual leave wherever possible.
- Compilation of staff duty rota and ensure sufficient staffing levels are available at all times including evenings and weekends.
- To ensure all Reception staff are adhering to all responsibilities and tasks accordingly.
- To monitor and evaluate staff performance through frequent contact with staff to ensure staff implement decisions and work within the Trusts policies and procedures.
- To manage staff sickness and deal with initial stages of grievance and performance issues.
- To approve annual leave ensuring all sufficient staffing levels are available at all times & keep Healthroster up to date.
- To be responsive to Trust policies, priorities and the changing needs of the service, and adapt the workload as required.
- To ensure that an Individual Performance Review is obtained from supervising Line Manager on an annual basis and in turn undertake appraisals for the reception staff.
- Assist with the recruitment and selection of staff and take part in interview panels.
- To be the main point of contact for the coordination and placement of volunteers.
- To ensure any required changes are communicated and implemented within department.
- To ensure that any complaints within the department are dealt with effectively and promptly.
- To ensure that all staff undertake statutory update training to include awareness of fire prevention, health and safety issues and regular updates.
- To ensure that hospital notes are fully prepared for the relevant clinics prior to the start of the morning and afternoon sessions.
- Request routine hospital transport and ambulance for patients as required.
- Responding appropriately to telephone enquiries from patients, hospital staff and the general public.
- Be able to cover all Reception positions as necessary, including absence cover.
- To ensure office/Reception areas are kept tidy at all times, this will include actioning any post as soon as delivered.
Reception hours range from 07:00 to 18:00 Mon Fri and 08:00 to 16:00 Sat/Sun/Bank Holidays which are covered on a rota basis and are subject to change depending on the needs of the service.
***Preference will be given to internal Trust staff, as well as Priority and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Person Specification
Knowledge & Experience
Essential
- Demonstrable experience within Health Care administration
- Demonstrable experience working with Health Care clinic booking systems
- Demonstrable experience working with PCs and spreadsheets
Desirable
- Demonstrable experience in working within multi skilled teams
- Medisoft
- Waiting List Management Policy
- iPM
Qualifications
Essential
- Have or working towards an NVQ Level 03 in Administration, or equivalent.
Aptitude & Abilities
Essential
- Good communication skills with a good telephone manner
- Organisational skills
- Ability to work within a busy environment
Person Specification
Knowledge & Experience
Essential
- Demonstrable experience within Health Care administration
- Demonstrable experience working with Health Care clinic booking systems
- Demonstrable experience working with PCs and spreadsheets
Desirable
- Demonstrable experience in working within multi skilled teams
- Medisoft
- Waiting List Management Policy
- iPM
Qualifications
Essential
- Have or working towards an NVQ Level 03 in Administration, or equivalent.
Aptitude & Abilities
Essential
- Good communication skills with a good telephone manner
- Organisational skills
- Ability to work within a busy environment
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).
