Outpatients Administrator & Receptionist

Job description

Job responsibilities

• Book patient follow-up appointments
• Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
• Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding
• Ensure all patient information is complete and up to date on the Trust PAS
• Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date
• Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• Be a calm, supportive, flexible and adaptable member of the team
• Deal with all enquiries in a professional and co-operative manner
• Respond politely but firmly with people behaving antisocially and report any verbal abuse
• Redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust Patient Access System (PAS)
• Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
• Redistribute and file appropriate documents according to Information Governance policy
• Maintain an uncluttered and tidy reception area
• Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers
• Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
• Be a proactive problem solver and encourage team-wide problem solving
• Support the Service Manager and Team Leaders in developing a patient focused service
• Have a comprehensive understanding of reception roles, outpatient clinics and appointment booking
• Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
• Complete staff surveys and audits
• Maintain standards of grooming and dress, in accordance with departmental/Trust policy
• Assist in supporting and mentoring of new team members
• Attend annual appraisals and review objectives regularly
• Attend, complete and apply all mandatory training

Please view job description and person specification attached for full duties and responsibilities

Person Specification

Knowledge and Experience

Essential

• English at GCSE Level
• experience of Administrative work
• Experience of working in constantly changing environment without direct supervision

Desirable

• Understanding of confidentiality, data protection, safe guarding
• Cerner / NHS Experience

Knowledge and Experience

Essential

• Experience of Administrative work
• experience of delivering excellent customer service
• Advanced keyboard skills and ability to input electronic data accurately

NHS Experience

Desirable

• Understanding of confidentiality, data protection, safe guarding
• Cerner / NHS Experience
• Good level of numeracy

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

London North West University Healthcare NHS Trust

Address

Central Middlesex Hospital

Acton Lane

London

NW10 7NS

Employer's website

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