Job summary
We currently have vacancies to work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service
Main duties of the job
Record all outpatient attendances (cashing-up) on the Patient Access System
Book follow-up appointments, discharge back to the GP and/or add to waiting lists
File documents according to Information Governance policy
Communicate with patients, visitors and staff in a professional and courteous manner
Communicate effectively using all available forms of communication
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
Support the Managers and Supervisors in developing a patient focused service.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
Key responsibilities
- Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes
- 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
- Ensure that all patients attending in person are checked in
- Ensure all patient information is complete and up to date on the Trust ERS
- Identify, investigate and correct ERS 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 and record any abuse including verbal abuse
- Answer all telephone calls within 3 rings, 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 ERS
- 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 General Manager Service Manager Assistant Service Manager Admin Manager / Rota Co-Ordinator Supervisor X 4 Receptionist
- 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 Supervisors in developing a patient focused service
- Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes
- Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
- Complete staff surveys and audits
- Maintain grooming and dress standards, 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 see attached Job Description for full role duties and responsibilities
Job description
Job responsibilities
Key responsibilities
- Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes
- 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
- Ensure that all patients attending in person are checked in
- Ensure all patient information is complete and up to date on the Trust ERS
- Identify, investigate and correct ERS 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 and record any abuse including verbal abuse
- Answer all telephone calls within 3 rings, 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 ERS
- 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 General Manager Service Manager Assistant Service Manager Admin Manager / Rota Co-Ordinator Supervisor X 4 Receptionist
- 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 Supervisors in developing a patient focused service
- Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes
- Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
- Complete staff surveys and audits
- Maintain grooming and dress standards, 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 see attached Job Description for full role duties and responsibilities
Person Specification
Education/ qualifications
Essential
- NVQ Level 3 or equivalent experience
- English at GCSE level
Desirable
- Further training at a higher level
Knowledge and experience
Essential
- Experience of delivering excellent customer service
- Experience of administrative work
- Experience of working in a constantly changing environment without direct supervision
Desirable
- Cerner /NHS Experience
- Understanding of confidentiality, data protection and safeguarding
Skills, abilities and attributes
Essential
- Advanced keyboard skills
- Ability to input electronic data accurately
- Confident user of Excel and Outlook
- Excellent organisation, communication skills, numeracy skills
- Friendly approach to colleagues, staff and patients and empathises with and seeks to promote the welfare of others
Desirable
- Verbally fluent in 2nd language
- Experience of using Cerner / CRM database software
HEART values
Essential
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork.
- Demonstrate commitment to place Quality at our HEART
Desirable
- Qualification in customer service
Person Specification
Education/ qualifications
Essential
- NVQ Level 3 or equivalent experience
- English at GCSE level
Desirable
- Further training at a higher level
Knowledge and experience
Essential
- Experience of delivering excellent customer service
- Experience of administrative work
- Experience of working in a constantly changing environment without direct supervision
Desirable
- Cerner /NHS Experience
- Understanding of confidentiality, data protection and safeguarding
Skills, abilities and attributes
Essential
- Advanced keyboard skills
- Ability to input electronic data accurately
- Confident user of Excel and Outlook
- Excellent organisation, communication skills, numeracy skills
- Friendly approach to colleagues, staff and patients and empathises with and seeks to promote the welfare of others
Desirable
- Verbally fluent in 2nd language
- Experience of using Cerner / CRM database software
HEART values
Essential
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork.
- Demonstrate commitment to place Quality at our HEART
Desirable
- Qualification in customer service
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.
