Ophthalmology Receptionist / Clerk

Job description

Job responsibilities

Key Working Relationships

InternalClinical Team Reception Supervisor Outpatient Appointment staff Outpatient receptionists Clinicians Directorate Managers Directorate Support Officer Senior management team medical secretaries clinic prep call centre staff nursing staff portering and support staff

ExternalPatients GPs and Opticians

Risk AssessmentWorking on the VDU for long periods

Face to face contact with the general public

This position provides administration duties for a department which is at times under great pressure

Job PurposeThe post holder will assist in the day to day running of the Ophthalmology Department Their responsibilities will be varied but will include reception duties completion of appointment outcomes preparation of patient casenote packs for emergency and waiting list initiative clinics adding patients to appropriate follow up waiting lists data validation of follow up waiting lists booking outpatient follow up appointments in line with clinical instruction Answering the telephone and other clerical duties as required

Key and General Duties

To use the Patient Administration System Allscripts PAS To check update patient demographics and book patients into an outpatient clinic on arrival and to input outcomes accurately Make follow up outpatient appointment or discharge patients on departure

To be responsible for monitoring outpatient waiting lists Housekeeping of outpatient waiting lists Booking timely follow up appointment from waiting lists ensuring escalation to manager if booking issues occur due to capacity.

To respond to patient telephone or face to face complaints in the first instance seeking support and advice from the team leaders or nurses as appropriate

To ensure that the nursing staff are aware of arrivals for clinics either by telephone, PAS system and CLIP or OpenEyes Ensure patient casenote packs are available for each patient as appropriate

Using the information on the clinic outcome form or agreed protocols ensure that the outcome of the clinic attendance is recorded accurately and immediately on PAS

To ensure that routine enquiries from patients about their appointments including those responses to SMS service such as postponing cancelling or rearranging are all dealt with professionally and are actioned promptly in line with booking rules

To ensure that Ambulance control and the porters are informed of any passengers awaiting transport or transfer and advise patients of how to book transport for their next visit

To ensure that any unregistered new patients are correctly registered on the PAS system

To ensure that an up to date clinic list is available for the clinical staff if required

Liaise with clinical staff in outpatient clinics to ensure that a quality service is provided to patients and to ensure that nurses are kept fully informed of any general messages or issues regarding patient notes appointments or patient concerns

In exceptional circumstances where clinical staff are unable to arrive for the clinic support the appointments team and nurses with cancelling patients by telephone

Ensure any walk in emergency patients that do not appear on your reception list are recorded immediately in PAS Ensure computer printer equipment and stationery is available and working effectively reporting any faults or problems to the supervisor and or IT

Work flexibly within normal clinic hours to ensure that the clinic is covered at all times and never left unattended

Notify the team leader or line manager of any foreseen or unforeseen problems that will affect the smooth running of the department

To show new staff how to carryout reception duties and the processes specifically required for the named reception area

To undertake training to become familiar with and competent in current health records and departmental procedures and practices To provide an effective efficient courteous high quality patient access service This will include recording data and maintaining data quality on manual and computerised systems in accordance with agreed policies and procedures

To ensure all electronic paperwork is selected and prepared correctly and sent for scanning or uploaded within appropriate timescales

To ensure that the patient administration system data is accurate and up to date including the correct coding information and patient demographics

In liaison with the Directorate managers and clinicians ensure that clinic booking rules are up to date communicated and adhered to when dealing with referrals and making follow up appointments

To liaise with the medical secretary clinicians directorate staff GPs and administrative staff regarding referrals bookings and waiting times

To set up and maintain a work schedule that ensures all work is prioritised and delivered within the required timescales each week in particular during holiday periods when replacement cover is unlikely to be provided

To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented In particular those for Health Records confidentiality and information security

Carry out any other duties within the grade as requested by other members of your team Operational Manager or Directorate Support Officer

Person Specification

Experience

Essential

• Working within an administrative reception role. Working directly with the general public

Desirable

• Comprehensive computer and keyboard skills. Previous experience of working in a hospital environment. Previous experience working in a customer services environment

Qualifications

Essential

• Good standard of secondary education including GCSE Maths and English

Desirable

• Any recognised NVQ qualification 5 GCE GCSEs

Knowledge and Skills

Essential

• Comprehensive knowledge of Trust PAS system Allscripts PAS Knowledge of 18 week RTT rules and Trust Patient Access Policy Knowledge of Appointment Booking Knowledge of Patient Waiting Lists Good communication skills including contact with general public Comprehensive IT skills Good telephone manner Ability to work as part of a team Must be well organised Ability to prioritise workload effectively Good communication skills Able to work under pressure Polite manner Flexible Attention to detail

Desirable

• Knowledge of Trust electronic notes systems Knowledge of Bluespier System Knowledge of Open Eyes EPR

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Kidderminster General Hospital

Bewdley Road

Kidderminster

Worcestershire

DY11 6RJ

Employer's website

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