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.
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
