Receptionist

Job description

Job responsibilities

DUTIES AND RESPONSIBILITIES

• To welcome patients and visitors to the unit.
• To provide reassurance to patients and relatives where necessary..
• To deal with general enquiries from patients, relatives, other hospital staff and outside agencies, taking appropriate action where required.
• To arrange transport for patients as required.
• Provide comprehensive advice to patients regarding appointments.
• To liaise with other hospitals/departments as required.
• To use own initiative to resolve problems as they arise, eg cancellation of appointments.
• To maintain patient confidentiality at all times.
• To book surgical clinic appointments.
• To record patient attendance on Medway, CRIS or Theatreman Systems in an accurate and timely manner.
• To be responsible for filing/scanning relevant documentation into case notes after discharge.
• To be responsible for updating the hospital case note tracking system, making sure that the location of case notes is accurately recorded at all times
• To work collaboratively with colleagues to ensure policies are adhered to.
• To cross-cover all reception services within both IPU/DOSA, in accordance with service need and in the case of annual leave and sick leave.
• To identify personal training needs and actively participate in the development of appropriate training sessions for ward receptionists. To attend training sessions run by the core Health Records team and other appropriate courses, as required.
• To regularly review working practices and develop and implement new ways of working.
• To attend staff meetings and read daily departmental communication.
• To support the reception manager and unit manager to undertake a regular review to support more effective ways of working, when required.
• To participate in regular audits of unit-based clerical activities.

Planning and organisational tasks / duties

Maintain cleanliness in the work environment in line with Trust health and safety policies.

Welcome and orientate patients, visitors and others to the department and ensure that all communications result in effective customer care.

Proactively help patients and carers to take an active role in care delivery.

Demonstrate respect for the individual patient, ensuring religious, cultural and social needs are considered at all times and acknowledge their individual rights. In all situations ensure consideration is made to the patients cultural background. Recognises peoples differences and act in a non-discriminatory way.

Recognise and report abusive behaviour to an appropriate member of staff. Document same Liaise, communicate and negotiate with colleagues to ensure co-operation in achieving departmental objectives, promoting good working relationships and establishing team spirit. Contribute to effective team working, by being fully involved, committed and participative to achieving full potential.

Develop personal awareness of others perceptions, acknowledging and changing behaviour in response to any constructive feedback

Adhere to Trust Uniform Policy at all times

Attend all Mandatory training courses

Demonstrates an agreed set of values and accountable for own attitude and behaviour.

Maintain confidentiality with regard to patient information both at work andoutside of working hours.

To be aware of and adhere to all policies including; sickness and absence, confidentiality, uniform and responsibilities under the Health and Safety at work act and be familiar with all risk assessments.

To show respect for members of the team and endorse the departmentsphilosophy of giving mutual support.

Environment Support:

To ensure all reception areas are clean and tidy.

Responsibility for financial resources

Support the nursing team to meet the cost savings for the department

Person Specification

Qualifications

Essential

• General education to GCSE standard or equivalent

Desirable

• NVQ Customer Service or equivalent

Experience

Essential

• Previous experience in a similar role

Desirable

• Experience of working with databases
• Experience of working in the NHS

Skills

Essential

• Excellent oral communication skills
• Ability to multitask and prioritise efficiently
• Meticulous approach to the recording of information
• Excellent organisation skills and attention to detail
• Ability to relate well to people at all levels, and to be tactful and sympathetic with distressed people
• Effective communication and customer care skills
• Able to work using own initiative, following instructions from a Registered Nurse
• Basic IT skills

Desirable

• Key Board skills

Knowledge

Essential

• IT literate - RSA/CLAIT or equivalent

VALUES

Essential

• Committed to delivering high standards of patient/customer care
• Empathetic and caring
• Professional outlook and positive attitude
• Honest and trustworthy
• Flexible at short notice
• Can demonstrate an agreed set of values and be accountable for own attitude and behaviour

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.

Employer details

Employer name

The Christie NHS FT

Address

Integrated Procedures Unit - E00326

550 Wilmslow Road

Manchester

M20 4BX

Employer's website

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