Ophthalmology Receptionist / Clerk

Worcestershire Acute Hospitals NHS Trust

Information:

This job is now closed

Job summary

We are looking for a Reception Clerk, to join our friendly and passionate reception team, working in the heart of the Ophthalmology Unit at Worcester royal Hospital

Worcestershire Ophthalmology Services are an innovative Specialty, and provide Outpatient, Emergency, and Surgical services to patients across Worcestershire, and beyond.

We can offer you an interesting and rewarding post, within a specialty that has a family vibe. The role delivers a comprehensive service to our Ophthalmic patients and clinical team, which will include front line patient contact, and appointment booking. If you have the skills, and would like to join our team, we would love to hear from you

Main duties of the job

Located in the centre of the eye unit, at Worcester, the reception team are the first point of contact for patients and visitors. This role requires direct contact, both in person and via telephone, with the public, clinical teams, and managers.

The duties are varied, and in addition to the traditional receptionist role, include appointment booking, monitoring of waiting lists, preparing clinic documentation, answering incoming telephone calls, and providing clerical support to the clinical teams during their daily clinical sessions.

The eye unit is very teamwork orientated. It is a busy, but very supportive environment, that requires professionalism, good communication skills, and adaptability.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

  • Best services for local people
  • Best experience of care and best outcomes for our patients
  • Best use of resources
  • Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Date posted

02 September 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Part-time

Reference number

C9365-24-1924

Job locations

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Job description

Job responsibilities

Key Working Relationships

Internal Clinical 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

External Patients GPs and Opticians

Risk Assessment Working 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 Purpose The 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

Job description

Job responsibilities

Key Working Relationships

Internal Clinical 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

External Patients GPs and Opticians

Risk Assessment Working 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 Purpose The 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

Knowledge and Skills

Essential

  • Knowledge of Hospital 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

Desirable

  • Comprehensive knowledge of Trust PAS system Allscripts PAS
  • Knowledge of 18 week RTT rules and Trust Patient Access Policy

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
Person Specification

Knowledge and Skills

Essential

  • Knowledge of Hospital 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

Desirable

  • Comprehensive knowledge of Trust PAS system Allscripts PAS
  • Knowledge of 18 week RTT rules and Trust Patient Access Policy

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

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Employer's website

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


Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Employer's website

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


For questions about the job, contact:

Directorate Support Officer - Ophthalmology

Liliana Maior

liliana.maior@nhs.net

Date posted

02 September 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Part-time

Reference number

C9365-24-1924

Job locations

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Supporting documents

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