Receptionist

Job description

Job responsibilities

Reception

1. Act as the first point of contact for patients and visitors to the department.

2. Provide comprehensive reception support, to include taking messages and using the department technology.

3. Deal with patient enquiries in a sympathetic and confidential manner, signposting people appropriately and maintain a high standard of customer care at all times.

4. Update Trust patient information systems to ensure accurate patient information and demographics are recorded.

5. Responsible for the accurate booking, amending and checking in and out of all patient appointments.

Clerical

1. Provide assistance to clinical and administrative staff in the locating of patient notes as requested.

2. Ensure that filing is kept up to date and that culling of notes is carried out on a regular basis.

3. Use the appropriate Trust record systems to retrieve, book in or out (track) and send out patient notes to other services as requested.

4. Responsible for opening incoming post and distributing to clinical and administrative staff as required.

5. Answer the telephone, log and prioritise requests for patient notes and action them as necessary.

6. Book follow up appointments ensuring correct RTT (Referral to Treatment) status is recorded.

7. Book interpreter services for patients as required.

General

1. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust.

2. Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff.

3. Answer all communication including telephone, email and face to face queries, in a timely manner and action as appropriate.

4. Maintain patient confidentiality at all times.

5. Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours.

6. Use the Trust and departmental IT systems to register patients, make up a set of patient notes, make outpatient appointments, produce end of treatment letters, ensure that details are correct, check in / check of outpatient appointments as instructed.

7. Take responsibility for all communications received and distribute appropriately to the clinical and administrative staff within the service.

8. Assist with the processing of new referrals on the Choose and Book / Directly Bookable / e-referral systems

9. Check patients in and out of clinics and ensure future appointments are made on the day of attendance

110. Arrange patient transport as necessary, in line with Trust procedures.

111. Attend Departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedures

112. Act in a manner aligned to our Trust Values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence.

313. Any other duties at the request of the departmental managers, which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

Person Specification

Essential and Desirable

Essential

• Professional in approach (Punctual, reliable, trustworthy)
• Ability to work independently as well as an integral part of the team
• Able to communicate clearly and concisely with patients, members of the public, service providers and members of the multidisciplinary team
• Excellent organisational skills with the ability to plan ahead
• Able to work under pressure and prioritise work to meet deadlines
• Understands concept of confidentiality
• Able to use initiative appropriately

Desirable

• EPR trained (training available)

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.

Employer details

Employer name

Oxford University Hospitals NHS Foundation Trust

Address

Nuffield Orthopaedic Centre

Windmill Road

Oxford

OX37LD

Employer's website

https://www.ouh.nhs.uk/ (Opens in a new tab)