Job summary
We have an exciting part time opportunity for applicants to join us as a PBS Clinic Receptionist!
Applications are invited from enthusiastic, hard working, self-motivated and committed individuals for the above position. Candidates must have previous experience within a clerical environment (previous NHS experience is desirable) and have excellent communication skills. It is important that the successful candidate has a pleasant and courteous disposition, a polite telephone manner with a flexible attitude towards the demands of this post.The ideal candidate must be able to work as part of a team, use own initiative, be able to meet deadlines and work with all disciplines of staff. We are looking for a person who can work well under pressure and remain calm and confident in difficult situations. The successful candidate will work days, evenings and weekends on different shift patterns to meet the demands of the Outpatient Department service requirements.
Part time hours to be discussed at interview.
Interview date: TBC
Main duties of the job
The successful applicants will be based on Clinic Reception in the busy Outpatients Department.
Duties include: accurate data inputting, making appointments using the Hospital Information System, responding efficiently and effectively to telephone calls and liaising with staff in the clinic including Doctors, Secretaries, Nurses and any other relevant staff. Keyboard skills are essential; full IT training will be given. The role may be demanding at times.
Outpatient Department opening times:8:00 am - 8:00pm weekdays8:00 am - 5:00pm weekend
All reception posts cover all sites: St Helens Hospital, Whiston Hospital and Lowe House.
About us
The Secretary of State has approved the partnership between St Helens & Knowsley and Southport & Ormskirk Hospitals.
From 1st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision is to deliver 5 Star Patient Care:
- CAREthat is evidence based, high quality and compassionate
- SAFETY that is of the highest standards
- COMMUNICATION that is open, inclusive and respectful
- SYSTEMS that are efficient, patient centred and reliable
- PATHWAYS that are best practice and embedded, but also respect the individual needs of patients
Our achievements include:
- Trust rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme
Please see our Wellbeing & Benefits booklet for more information on our staff benefits. Accessible version available upon request.
Job description
Job responsibilities
KEY DUTIES
- As a receptionist you must greet patients, visitors, and colleagues in a polite manner.
- Print patient clinic lists and relevant reports for clinics as required on a daily basis ensuring all relevant clinical staff are given copies.
- Check patient demographics including ethnicity with patients as they arrive at reception desk. Update Trust Patient Administration System (PAS) following the departmental operational procedure document.
- Identify any overseas visitors by checking present address and previous address within the last 12 months.
- Make appointments as required on PAS. Record on appointment card and hand card to patient or send a patient letter in the post within time limits (under 3 months, write appointment card, after 3 months request letter on PAS to be sent in post).
- Rearrange appointments for patients from cancellations and non-attendance DNA patients following the Trust DNA procedure. Ensure all appointments are booked within 18-week Trust/Government targets liaising with nursing and clinical staff. (Please read DNA procedure on Reception desk).
- Input patient attendances and outcomes onto the Trust PAS system, including any procedure coding as instructed from patient outcome sheet.
- Hold all clinics on a daily basis according to Patient Access Policy.
- Ensure 18-week pathway process is adhered to and pathway clock start and stop times are inputted accurately. Liaise with Data Quality Team.
- Register all patient health record supplements (HRS) movements on the PAS system. Including dispatching HRS notes to other locations within the Hospital and receiving HRS notes into clinic areas.
- Deal with patients and their relatives in a friendly and sympathetic manner and attend in-house Customer Care Workshop.
- Give general advice to patients in relation to their appointments or re-direct to an appropriate department.
- Arrange ambulance transport for patients when required on the Patient Transport System (PTS).
- Deal with complaints on a first line basis or refer to nurse in charge of clinic or relevant department / member of staff. (N.B. May occasionally experience stressful or distressing situations).
- Prior to clinics commencing, organise workload to ensure all patients health records (HRS) checked with current patient lists, liaising with Health Records Department regarding health records not delivered/available.
- Ensure patient outcome forms/slips are attached to the HRS case notes for completion by the clinician. Notify nurse in charge of clinic of any incomplete outcome slips while patient in attendance at clinic.
- Complete all EDMS CQUINN never letters in accordance with local Trust procedure.
- Complete medical insurance forms (Medicash etc.) that do not need written medical input by clinician.
- Deal with telephone appointments and queries in a professional manner and accurately record messages.
- Comply with Trust and Departmental Policies and Procedures.
- The post holder will be responsible for the undertaking clerical duties to support the process of the Trusts patient activity and to meet the relevant departmental targets following departmental booking Policy and Procedures.
TRAINING RESPONSBILITIES
- Attend I.T. training and keep abreast of updates as they occur.
- Attend non-clinical mandatory training and other training courses relevant to the job role. Maintain record in personal development portfolio.
- Record all in-house reception training provided by Team Leader.
- To be aware of the Records management, Information Governance, Caldicott, confidentiality and data protection act.
- To work towards relevant qualification/customer care workshop/Develop Personal Resilience course.
Job description
Job responsibilities
KEY DUTIES
- As a receptionist you must greet patients, visitors, and colleagues in a polite manner.
- Print patient clinic lists and relevant reports for clinics as required on a daily basis ensuring all relevant clinical staff are given copies.
- Check patient demographics including ethnicity with patients as they arrive at reception desk. Update Trust Patient Administration System (PAS) following the departmental operational procedure document.
- Identify any overseas visitors by checking present address and previous address within the last 12 months.
- Make appointments as required on PAS. Record on appointment card and hand card to patient or send a patient letter in the post within time limits (under 3 months, write appointment card, after 3 months request letter on PAS to be sent in post).
- Rearrange appointments for patients from cancellations and non-attendance DNA patients following the Trust DNA procedure. Ensure all appointments are booked within 18-week Trust/Government targets liaising with nursing and clinical staff. (Please read DNA procedure on Reception desk).
- Input patient attendances and outcomes onto the Trust PAS system, including any procedure coding as instructed from patient outcome sheet.
- Hold all clinics on a daily basis according to Patient Access Policy.
- Ensure 18-week pathway process is adhered to and pathway clock start and stop times are inputted accurately. Liaise with Data Quality Team.
- Register all patient health record supplements (HRS) movements on the PAS system. Including dispatching HRS notes to other locations within the Hospital and receiving HRS notes into clinic areas.
- Deal with patients and their relatives in a friendly and sympathetic manner and attend in-house Customer Care Workshop.
- Give general advice to patients in relation to their appointments or re-direct to an appropriate department.
- Arrange ambulance transport for patients when required on the Patient Transport System (PTS).
- Deal with complaints on a first line basis or refer to nurse in charge of clinic or relevant department / member of staff. (N.B. May occasionally experience stressful or distressing situations).
- Prior to clinics commencing, organise workload to ensure all patients health records (HRS) checked with current patient lists, liaising with Health Records Department regarding health records not delivered/available.
- Ensure patient outcome forms/slips are attached to the HRS case notes for completion by the clinician. Notify nurse in charge of clinic of any incomplete outcome slips while patient in attendance at clinic.
- Complete all EDMS CQUINN never letters in accordance with local Trust procedure.
- Complete medical insurance forms (Medicash etc.) that do not need written medical input by clinician.
- Deal with telephone appointments and queries in a professional manner and accurately record messages.
- Comply with Trust and Departmental Policies and Procedures.
- The post holder will be responsible for the undertaking clerical duties to support the process of the Trusts patient activity and to meet the relevant departmental targets following departmental booking Policy and Procedures.
TRAINING RESPONSBILITIES
- Attend I.T. training and keep abreast of updates as they occur.
- Attend non-clinical mandatory training and other training courses relevant to the job role. Maintain record in personal development portfolio.
- Record all in-house reception training provided by Team Leader.
- To be aware of the Records management, Information Governance, Caldicott, confidentiality and data protection act.
- To work towards relevant qualification/customer care workshop/Develop Personal Resilience course.
Person Specification
Qualifications
Essential
- Educated to GCSE level and/or equivalent qualification and/or equivalent experience
- I.T./Computer skills qualification and/or equivalent experience
Desirable
- Customer Care qualification and /or equivalent experience
Knowledge and Experience
Essential
- Substantial clerical experience
- Experience dealing with the public face to face.
Desirable
- Experience working in a busy environment.
- Previous NHS experience working within Outpatient clinics.
Skills
Essential
- Good communication skills.
- Show initiative and be self-motivated
- Ability to work well under pressure
Desirable
- Good organisational skills.
- Knowledge of Data Quality and Information Governance
Other
Essential
- Able to work flexible working hours/shifts/evening/weekends to meet the demands of the Trust Outpatient Service
Person Specification
Qualifications
Essential
- Educated to GCSE level and/or equivalent qualification and/or equivalent experience
- I.T./Computer skills qualification and/or equivalent experience
Desirable
- Customer Care qualification and /or equivalent experience
Knowledge and Experience
Essential
- Substantial clerical experience
- Experience dealing with the public face to face.
Desirable
- Experience working in a busy environment.
- Previous NHS experience working within Outpatient clinics.
Skills
Essential
- Good communication skills.
- Show initiative and be self-motivated
- Ability to work well under pressure
Desirable
- Good organisational skills.
- Knowledge of Data Quality and Information Governance
Other
Essential
- Able to work flexible working hours/shifts/evening/weekends to meet the demands of the Trust Outpatient 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.
