Job summary
We are seeking an enthusiastic and bright individual who enjoys patient contact and working in a busy, friendly, multi-disciplinary team environment to support us in the delivery of a high quality service. You will work collaboratively to assist in providing excellent secretarial and administrative services within the Uro-Neurology department in National Hospital Neurology & Neurosurgery in Queen Square.
This post would involve actively engaging with patients when checking into appointments; will have great attention to detail and ability to multi task. They will ensure a smooth and efficient service for both the multidisciplinary team and patients, in order to deliver a high quality administration service, a positive patient experience, and excellent customer service.
Excellent written and verbal communication skills are expected. You will use the new EHRS system (Epic) to collate clinic information in time for the clinics, book and reschedule appointments, retrieving information using various hospital systems, answering queries from patients, other departments and external sources as required.
Good organisational skills, flexibility and the ability to work autonomously are key attributes. The post holder must promote and contribute towards achieving the Trust's UCLH top ten objectives, and demonstrate our Trust Values, behaviours and standards.
Main duties of the job
The role of Receptionist is an integral part of the multidisciplinary team working in a patient facing clinical setting. The Receptionist is often the first point of contact our patients have during their hospital visit.
The post holder is required to welcome patients and visitors into the department, answering any queries and providing reassurance when needed.
The Receptionist supports clinical colleagues in ensuring that the department runs smoothly and efficiently.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Job description
Job responsibilities
Communication and Patient Liaison
1. Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity.2. Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution.3. Ensure telephone calls are answered promptly and all queries dealt with effectively.Operational Responsibilities
1. Assist patients using the self-check-in kiosks.2. Enquire if patient details are correct and make amendments on relevant systems where necessary.3. Ensure all clinic notes are prepared and available for the clinic, requesting notes and ensuring they are correctly tracked in line with departmental and Trust protocols.Access and Systems responsibilities
1. Register patients on the Trusts Electronic Patient Records System (EPR).2. Record all did not attends (DNAs) and patient cancellations accurately and in accordance with the departmental and Trust Policies, escalating to the supervisor as required.3. Update the EPR with attendance and treatment status codes following the patients appointment.
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
Communication and Patient Liaison
1. Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity.2. Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution.3. Ensure telephone calls are answered promptly and all queries dealt with effectively.Operational Responsibilities
1. Assist patients using the self-check-in kiosks.2. Enquire if patient details are correct and make amendments on relevant systems where necessary.3. Ensure all clinic notes are prepared and available for the clinic, requesting notes and ensuring they are correctly tracked in line with departmental and Trust protocols.Access and Systems responsibilities
1. Register patients on the Trusts Electronic Patient Records System (EPR).2. Record all did not attends (DNAs) and patient cancellations accurately and in accordance with the departmental and Trust Policies, escalating to the supervisor as required.3. Update the EPR with attendance and treatment status codes following the patients appointment.
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Person Specification
Knowledge and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Person Specification
Knowledge and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
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).
Employer details
Employer name
University College London Hospitals NHS Foundation Trust
Address
National Hospital for Neurology & Neurosurgery
Queen Square
London
WC1N 3BG
Employer's website
https://www.uclh.nhs.uk (Opens in a new tab)
