Job summary
We are looking to appoint an Outpatient Receptionists to join our friendly team who support a wide range of specialty clinics in our Outpatients Department.
The post holder will provide efficient administrative support that is patient focused to support a variety of outpatient clinics. Ideally with experience in a patient support role, although must demonstrate an understanding of the importance of great patient care and how to provide this and be willing to receive training. The post-holder will facilitate good communication between patients and the multidisciplinary team.
Applicants are required to have good interpersonal, communication and organisational skills and be able to thrive in a busy, challenging environment. You must be committed to providing high standards of patient and family care.
Main duties of the job
Greet patients who may be anxious or worried, visitors and staff visiting the Outpatient department in a consistently polite, courteous and friendly manner
Ensure that patient demographics are correct and up-to-date on EPR when dealing with a patient booking or query
Ensure appointment outcomes are recorded on EPR (Medway System) immediately after the clinic appointment has taken place and any issues are escalated accordingly
Allocate follow up appointments in a timely and prioritised manner, according to Medway clinic profiles to ensure all local and national targets are met. Where there may be potential breaches of these targets to escalate to the relevant supervisor immediately.
Book interpreters, ensuring patients are supplied with information and explanatory leaflets
Ensure appropriate appointment letters are sent to patients. Send out information leaflets to patients with the letters for specialist clinics as required.
Take appropriate action where patients have not attended their appointments. Notify patients, GPs and other referrers where appropriate when patients have been removed from the outpatient waiting lists due to not being contactable.
Support the prepping of notes for clinics
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
- Take an active part in the rotation of all duties including, where necessary or appropriate.
- Notify medical records of deceased patients by completing the RIP form.
- To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
- To ensure that general administrative work associated with outpatient reception management is undertaken according to the expected standards.
- Carry out any other duties, commensurate with the grade, as requested by line manager
- To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed on to the appropriate manager
- To ensure that all communication is dealt with confidentially and discreetly and that a sensitive approach is used; to always respect patient and staff confidentiality.
- Ensure compliance with all Trust policies and training undertaken where new policies and procedures are implemented. Follow Trust codes of practice regarding any absence, annual, sick and other leave; sickness where possible must be reported to the Supervisor two hours before start of duty on the day of sickness
- Raise any problems or queries with the relevant supervisor
- Attend and participate in regular team meetings for the Outpatient Department
- To act independently ensuring that daily tasks and ongoing workloads are prioritised and completed in agreed time frames as determined by the clinical team and/or line manager.
- Undertake any other duties commensurate with the grade as agreed and delegated by your manager
- To keep PPC teams informed of any changes to their patient appointments as necessary.
Job description
Job responsibilities
- Take an active part in the rotation of all duties including, where necessary or appropriate.
- Notify medical records of deceased patients by completing the RIP form.
- To ensure that all patients recorded data in manual and computerised systems is dealt with in accordance with agreed policies and procedures.
- To ensure that general administrative work associated with outpatient reception management is undertaken according to the expected standards.
- Carry out any other duties, commensurate with the grade, as requested by line manager
- To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed on to the appropriate manager
- To ensure that all communication is dealt with confidentially and discreetly and that a sensitive approach is used; to always respect patient and staff confidentiality.
- Ensure compliance with all Trust policies and training undertaken where new policies and procedures are implemented. Follow Trust codes of practice regarding any absence, annual, sick and other leave; sickness where possible must be reported to the Supervisor two hours before start of duty on the day of sickness
- Raise any problems or queries with the relevant supervisor
- Attend and participate in regular team meetings for the Outpatient Department
- To act independently ensuring that daily tasks and ongoing workloads are prioritised and completed in agreed time frames as determined by the clinical team and/or line manager.
- Undertake any other duties commensurate with the grade as agreed and delegated by your manager
- To keep PPC teams informed of any changes to their patient appointments as necessary.
Person Specification
Education / Qualifications
Essential
- Educated to GCSE Level (or Equivalent) in English and Maths
Skills & Abilities
Essential
- Excellent interpersonal skills
- Ability to work in a team and independently (with supervision)
- Ability to organise and prioritise workload (with direction)
- Able to be trained to use Trust IT systems Basic IT skills
- Ability to work to agreed standards and procedures
- Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
Knowledge & Experience
Essential
- Experience of working within the NHS involving patient contact and scheduling of patient appointments or similar experience
- Basic understanding of data protection laws
- Understanding of equality and diversity
Desirable
- Knowledge of Patient Administration Systems (PAS)
- Data entry experience
Personal Qualities
Essential
- Able to problem solve
- Enthusiastic and positive with a "can do" approach
- Demonstrate initiative and willingness to learn
- Ability to work to deadlines
Other
Essential
- Good punctuality record
- Good health and attendance record
- Ability to work flexibly
Person Specification
Education / Qualifications
Essential
- Educated to GCSE Level (or Equivalent) in English and Maths
Skills & Abilities
Essential
- Excellent interpersonal skills
- Ability to work in a team and independently (with supervision)
- Ability to organise and prioritise workload (with direction)
- Able to be trained to use Trust IT systems Basic IT skills
- Ability to work to agreed standards and procedures
- Able to remain calm in a crisis and deal with sometimes distressing situations from both patients and staff
Knowledge & Experience
Essential
- Experience of working within the NHS involving patient contact and scheduling of patient appointments or similar experience
- Basic understanding of data protection laws
- Understanding of equality and diversity
Desirable
- Knowledge of Patient Administration Systems (PAS)
- Data entry experience
Personal Qualities
Essential
- Able to problem solve
- Enthusiastic and positive with a "can do" approach
- Demonstrate initiative and willingness to learn
- Ability to work to deadlines
Other
Essential
- Good punctuality record
- Good health and attendance record
- Ability to work flexibly
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.
