Receptionist - OMFS

Job description

Job responsibilities

Job Purpose:

To provide a front of House reception service for patients attending for Oral Surgery and Orthodontic appointments. Reflecting the commitment of the Directorate to customer care and quality and ensuring that all visitors are greeted in a welcoming manner.

To provide and take a proactive role in prioritising the delivery of an effective and efficient appointments / reception service for the Oral Surgery department and able to respond to the changing demands of the service ensuring high professional standards at all times.

To work as a team member in implementing any improvements to the efficiency and quality of the service, and develop competencies in all areas, whilst also keeping up-to-date in their role and providing on-going support to colleagues.

To work as part of a team to provide a comprehensive administrative and clerical service within Oral Surgery.

To make (non-complex) appointments, book patients in at the reception, and liaise with staff in the department.

Key Duties:

Ensuring that the post is open and distributed promptly

Ensuring that all referrals received are entered onto the patient system in a timely fashion prior to the appointment letter being sent.

Ensuring that referrals that require vetting are vetted regularly so that appointments can be allotted.

Dealing with telephone and reception queries from patients, staff and General Practitioners.

Taking contact telephone numbers for SMS reminders from patients who attend and asking GP walk-in patients if they are happy to participate and amending PAS System with details of contact numbers

Ensuring that the reception is staffed when required and informing the Management Team of any problems.

Attend and contribute to staff meetings.

Appointments:

To make simple/non-complex appointments appropriate to their urgency/priority and to ensure Patients of the same clinical priority are seen in chronological order.

To book and co-ordinate patient appointments for investigations and liaise with other departments for combined appointments, using the department computer system.

To effectively liaise with other department managers and other multidisciplinary colleagues.

Dealing with electronic orders that are for one stop clinics, making sure they are allocated the appropriate appointment date and time in readiness for the patient to attend.

To ensure DNAs (nonattendances) notifications are sent to referrer promptly after checking patient data and ensuring appointment letter has correctly been sent to the patient. Ensuring that any urgent (or 2ww) patient is offered another appointment and when doing so to contact the patient by phone to establish if the appointment is still required.

Change appointments if requested and ensuring the system is updated detailing reason for amendment and ensuring that any electronic or paper diaries are also updated.

Ensure Appointment rooms are not overbooked except where there is prior agreement.

General Responsibilities:

To ensure all documents for reception/appointments office are completed in a timely and efficiently manner and filed accurately.

To demonstrate a wide range of problem solving skills involving allocation and prioritising of work load.

To promote excellent working relations in order to deliver a high quality service.

Ensure that confidential waste is dealt with daily and appropriately.

At all times adopt a flexible, positive and energetic approach to work so that the Services of the Department of Oral Surgery are promoted and sustained for the benefit of the referring clinician and patients.

To be familiar with and adhere to Trust and departmental policies and operational procedures

To keep up to date/trained with on new procedures and systems within the department and the Trust

To cover the departments opening hours, lunch and tea breaks. To assist in out of hours work (if required) on a voluntary basis to ensure cover is provided. Offering cover to other sites as and when needed.

In the event of equipment breakdown e.g. Office equipment. Notify the relevant technical support of the fault and ensure colleagues of such an event are updated. Should persistent breakdown Office Manager to be informed.

To ensure a clean, tidy and safe environment in liaison with domestic services, and works and be responsible for the well-being of any personnel and visitors to the Department

To keep patients informed of any expected waiting periods and delays to appointment times on arrival at reception.

To participate in the departmental appraisal programme.

To undertake other duties as and when required due to changing demands of the service / department as instructed by the Office Manager.

Person Specification

Qualifications

Essential

• Educated to GCSE or equivalent in English and Maths

Desirable

• NVQ level 2 in Customer care

Knowledge and Skills

Essential

• Establish and maintain communication with others on routine, daily and operational matters
• Good Computer Skills
• Practical, resourceful and well-organised
• Able to develop and maintain effective working relationships with colleagues at all levels, ensuring tact and diplomacy at all times
• Ability to record accurate messages, ensuring they are passed on appropriately
• Able to check own work
• Working knowledge of Microsoft Office
• Good telephone skills
• Excellent verbal and written communication skills

Desirable

• Has knowledge of Trust electronic systems, such as CLIP, PAS and Bluespier

Experience

Essential

• Excellent PC literacy including knowledge of all Windows packages
• Experience working in a busy Customer focused office clinic environment
• An effective and supportive team player.
• Ability to prioritise and organise a changing workload and work systematically towards deadlines
• Able to deal with difficult people and to cope with confidential and sensitive information in a professional manner.

Desirable

• Experience working in a busy NHS clinic environment

Personal Qualities

Essential

• Flexible attitude to department duties
• High self-motivation
• Pleasant, cheerful manner
• Ability to work under pressure
• Able to work in demanding conditions where there is a high volume of activity
• Smart appearance
• Excellent organisational skills together with the ability to pay attention to detail to achieve accuracy
• Excellent communication skills, with the ability to (i) relate to a diverse group of professional staff and public (ii) communicate both in writing and orally/on the phone
• Excellent time keeping

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

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)