Job summary
The receptionist has responsibility for the reception area to the Unit. They will work as part of a team providing front-line administration and clerical services to the Department, primarily booking patients in and out using the hospital PiMS system but will also undertake other duties including answering the telephone to both internal and external callers, sending appointments to patients and booking transport.
Main duties of the job
They will work as part of a team providing front-line administration and clerical services to the Department, primarily booking patients in and out using the hospital PiMS system but will also undertake other duties including answering the telephone to both internal and external callers, sending appointments to patients and booking transport.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.
Job description
Job responsibilities
KEY RESPONSIBILITIES:
- Welcome patients, relatives and visitors to the department and provide advice or guidance, information or assistance as appropriate.
- Deal with telephone enquiries from patients and relatives in a polite and professional manner ensuring that the information provided is accurate and compliant with patient confidentiality and data protection policies.
- Use skills to overcome barriers to communication such as language or disability.
- Remain composed and professional when faced with people displaying aggressive or violent behaviour.
- Show empathy when dealing with emotionally distressed members of the public who may have received bad news, and be prepared to deal with this situation on a daily basis.
- Inform the nursing staff of any patient/visitor to the Unit who becomes unwell.
- Receive information from department managers and relay to patients and visitors as appropriate.
- Treat individuals in a non-judgemental, respectful manner, irrespective of race, creed, gender, age, religion, personal appearance, lifestyles or behaviour.
- Be able to concentrate whilst working in a busy, potentially noisy, public area with frequent competition for your attention.
- Keep patients updated when clinics are running late, provide updates to patients every 30min.
1.2 Out-patient Clinics
1.2.1 Making follow-up appointments for patients to attend the outpatient clinics that run in the department.
1.2.2 Ensuring that the above information is cascaded to the patient, either at the time of the appointment being made by completing an appointment card for the patient to take away or by ensuring that a letter is sent to the patient by post.
- Arrange transport for patients attending clinics where needed.
- Ensure patient information is fully maintained on the PiMS screen i.e. patient marked as attended, follow-up appointments made etc and that clinics are properly cashed up at the end of each clinic session (within 1 working day).
- Using PiMS (Patient Information Management System)
1.3.1 Update patient records ensuring that as much accurate patient data is recorded as possible including mobile telephone numbers if applicable.
1.3.2 Use communication skills to further question patients and relatives in order to obtain relevant and accurate information i.e. ethnic origins etc.
1.3.3 Diary Manager responsibility: cancel/close/reschedule follow-up clinics when doctors away and notify the Appointments Office manager to close/reschedule new patient clinics ensuring adherence to the Waiting List Policy.
1.3.4 Book follow-up appointments for patients following treatment at Addenbrookes Hospital.
1.3.5 Notify the Appointments Call Centre of details of patients seen on the wards ensuring these are recorded as new patient episodes.
1.3.6 Report all faults with PiMS and the Information Technology System to the IM&T Department.
- Report any other equipment faults to the appropriate department or person.
1.4.1 Undertake training of new and temporary reception staff as required, to ensure a seamless service.
- Undertake photocopying duties as and when required.
- Deal with daily internal and external post, distributing as necessary.
- Ensure that the clinic and reception area is well maintained at all times, this may involve close liaison with the domestic and estates departments.
- Record and maintain daily clinic statistics for the consultants and the Trust information Services.
- Assist in covering the absence of other reception staff as and when required. This may involve working additional hours.
- Liaise with consultants, unit manager and secretaries concerning the position of their clinics when necessary.
- Respond to an ever-changing and demanding workload within the resources available, prioritising own workload.
- Monitoring stationery supplies for the department and re-ordering as required.
- Nominated person if there is a need to evacuate patients from the building/area.
Job description
Job responsibilities
KEY RESPONSIBILITIES:
- Welcome patients, relatives and visitors to the department and provide advice or guidance, information or assistance as appropriate.
- Deal with telephone enquiries from patients and relatives in a polite and professional manner ensuring that the information provided is accurate and compliant with patient confidentiality and data protection policies.
- Use skills to overcome barriers to communication such as language or disability.
- Remain composed and professional when faced with people displaying aggressive or violent behaviour.
- Show empathy when dealing with emotionally distressed members of the public who may have received bad news, and be prepared to deal with this situation on a daily basis.
- Inform the nursing staff of any patient/visitor to the Unit who becomes unwell.
- Receive information from department managers and relay to patients and visitors as appropriate.
- Treat individuals in a non-judgemental, respectful manner, irrespective of race, creed, gender, age, religion, personal appearance, lifestyles or behaviour.
- Be able to concentrate whilst working in a busy, potentially noisy, public area with frequent competition for your attention.
- Keep patients updated when clinics are running late, provide updates to patients every 30min.
1.2 Out-patient Clinics
1.2.1 Making follow-up appointments for patients to attend the outpatient clinics that run in the department.
1.2.2 Ensuring that the above information is cascaded to the patient, either at the time of the appointment being made by completing an appointment card for the patient to take away or by ensuring that a letter is sent to the patient by post.
- Arrange transport for patients attending clinics where needed.
- Ensure patient information is fully maintained on the PiMS screen i.e. patient marked as attended, follow-up appointments made etc and that clinics are properly cashed up at the end of each clinic session (within 1 working day).
- Using PiMS (Patient Information Management System)
1.3.1 Update patient records ensuring that as much accurate patient data is recorded as possible including mobile telephone numbers if applicable.
1.3.2 Use communication skills to further question patients and relatives in order to obtain relevant and accurate information i.e. ethnic origins etc.
1.3.3 Diary Manager responsibility: cancel/close/reschedule follow-up clinics when doctors away and notify the Appointments Office manager to close/reschedule new patient clinics ensuring adherence to the Waiting List Policy.
1.3.4 Book follow-up appointments for patients following treatment at Addenbrookes Hospital.
1.3.5 Notify the Appointments Call Centre of details of patients seen on the wards ensuring these are recorded as new patient episodes.
1.3.6 Report all faults with PiMS and the Information Technology System to the IM&T Department.
- Report any other equipment faults to the appropriate department or person.
1.4.1 Undertake training of new and temporary reception staff as required, to ensure a seamless service.
- Undertake photocopying duties as and when required.
- Deal with daily internal and external post, distributing as necessary.
- Ensure that the clinic and reception area is well maintained at all times, this may involve close liaison with the domestic and estates departments.
- Record and maintain daily clinic statistics for the consultants and the Trust information Services.
- Assist in covering the absence of other reception staff as and when required. This may involve working additional hours.
- Liaise with consultants, unit manager and secretaries concerning the position of their clinics when necessary.
- Respond to an ever-changing and demanding workload within the resources available, prioritising own workload.
- Monitoring stationery supplies for the department and re-ordering as required.
- Nominated person if there is a need to evacuate patients from the building/area.
Person Specification
Qualifications
Essential
- oGood standard of general education oGeneral administration oGCSE Math & English (or equivalent)
Experience
Essential
- oPrevious reception work oCustomer Care - including the ability to remain calm and professional at all times oAbility to use Microsoft Word Package oExperience of working in a multi-disciplinary Team oExcellent communication skills - written and verbal. oMethodical, organised approach to work, with good attention to detail oAbility to work under pressure oAbility to prioritise own workload
Desirable
- oNHS IT systems oPrevious NHS Experience
Skills/Knowledge
Essential
- oAbility to communicate both verbally and in writing routine information oKeyboard skills oOrganisational skills oDemonstrates a knowledge of confidentiality issues and able to work within requirements of Data Protection oAbility to adapt to change within working situation
Person Specification
Qualifications
Essential
- oGood standard of general education oGeneral administration oGCSE Math & English (or equivalent)
Experience
Essential
- oPrevious reception work oCustomer Care - including the ability to remain calm and professional at all times oAbility to use Microsoft Word Package oExperience of working in a multi-disciplinary Team oExcellent communication skills - written and verbal. oMethodical, organised approach to work, with good attention to detail oAbility to work under pressure oAbility to prioritise own workload
Desirable
- oNHS IT systems oPrevious NHS Experience
Skills/Knowledge
Essential
- oAbility to communicate both verbally and in writing routine information oKeyboard skills oOrganisational skills oDemonstrates a knowledge of confidentiality issues and able to work within requirements of Data Protection oAbility to adapt to change within working situation
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.
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).
Additional information
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.
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).
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