Job summary
This post involves the reception of patients within the
Emergency Department and Urgent Care Centre using a number of computerised
systems and Patient Administration System.
As a Receptionist you will be part of a team providing an
efficient reception and administration service. As first point of contact for
our services you will need to demonstrate excellent interpersonal skills and
the ability to communicate with staff and service users alike.
You will need a good working knowledge of computer systems and
possess excellent organisational skills. You will be confident in completing
both individual and team tasks.
A non-judgmental attitude is essential. Due to the nature of
our work you will need to demonstrate a good understanding of confidentiality.
Full training will be provided.
Main duties of the job
Responsible for the reception of patients and visitors to
the Department and all reception duties concerned eg sorting post / filing /
stock monitoring / photocopying / delivery checks/scanning/booking transport.
Responsible for the timely and accurate management of
patient information in the Department
Responsible for registering new patients on the Patient
Administration Systems ensuring data is
retrieved and recorded accurately as the information is fed into other systems
within the hospital
To receive and deal with telephone calls from patients and
service users
Book all clinic appointments for ED/UCC patients and ensure
that all appointments which require cancelling or amending are reallocated for
patients.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary, If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post.
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
Responsible for the reception of patients and visitors to
the Department and all reception duties concerned eg sorting post / filing /
stock monitoring / photocopying / delivery checks/scanning/booking transport.
Responsible for the timely and accurate management of
patient information in the Department
Responsible for registering new patients on the Patient
Administration
System/Symphony/System One ensuring data is retrieved and
recorded accurately as the information is fed to other systems within the
hospital
To generate and send out letters to patients inviting them
to contact the department to make an outpatient appointment (Partial Booking),
taking account of clinic rules, urgent/routine ratios, cancelled clinics and
specified return timescales for review patients and if no response a letter is
sent to the patients GP and the referral is cancelled from the Patient Administrative
System to allow best utilisation of outpatient clinic appointment slots and
ensure no wasted capacity if patients do not respond
To receive and deal with telephone calls from patients
To ensure that all appointments which require cancelling or
amending are reallocated for patients
Booking of transport for patients, where medically necessary
Identifying potential overseas visitors on arrival for
appointments or admissions and inform overseas patient interviewer to ensure
appropriate action is taken
To ensure that patients calling the department are dealt
with in a prompt, responsive and courteous manner at all times in order that
patients are satisfied with the service provided by the Reception Team to
ensure the Trust is portrayed in a positive manner
Liaise effectively with patients, general practitioners,
hospital staff and other professional bodies to ensure the smooth running of
the department
Ensure patient satisfaction and confidentiality is
maintained throughout
Deal with distressed, abusive and/or complaining customers
face to face and via the telephone
Provide a service to patients and secretaries regarding
requests/queries
Able to work under pressure both supervised and unsupervised
carrying out duties in accordance with departments Policies and Procedures
ensuring quality standards are adhered to
Compiling and sending clinical letters as required
Ensure all patient demographic information is
collected and updated.
Job description
Job responsibilities
Responsible for the reception of patients and visitors to
the Department and all reception duties concerned eg sorting post / filing /
stock monitoring / photocopying / delivery checks/scanning/booking transport.
Responsible for the timely and accurate management of
patient information in the Department
Responsible for registering new patients on the Patient
Administration
System/Symphony/System One ensuring data is retrieved and
recorded accurately as the information is fed to other systems within the
hospital
To generate and send out letters to patients inviting them
to contact the department to make an outpatient appointment (Partial Booking),
taking account of clinic rules, urgent/routine ratios, cancelled clinics and
specified return timescales for review patients and if no response a letter is
sent to the patients GP and the referral is cancelled from the Patient Administrative
System to allow best utilisation of outpatient clinic appointment slots and
ensure no wasted capacity if patients do not respond
To receive and deal with telephone calls from patients
To ensure that all appointments which require cancelling or
amending are reallocated for patients
Booking of transport for patients, where medically necessary
Identifying potential overseas visitors on arrival for
appointments or admissions and inform overseas patient interviewer to ensure
appropriate action is taken
To ensure that patients calling the department are dealt
with in a prompt, responsive and courteous manner at all times in order that
patients are satisfied with the service provided by the Reception Team to
ensure the Trust is portrayed in a positive manner
Liaise effectively with patients, general practitioners,
hospital staff and other professional bodies to ensure the smooth running of
the department
Ensure patient satisfaction and confidentiality is
maintained throughout
Deal with distressed, abusive and/or complaining customers
face to face and via the telephone
Provide a service to patients and secretaries regarding
requests/queries
Able to work under pressure both supervised and unsupervised
carrying out duties in accordance with departments Policies and Procedures
ensuring quality standards are adhered to
Compiling and sending clinical letters as required
Ensure all patient demographic information is
collected and updated.
Person Specification
Special Requirements
Essential
- Flexibility for 24/7 service cover
Experience
Essential
Desirable
Qualifications
Essential
- 5 GCSEs Grades A to C or NVQ Level 2 in Business Admin/Customer Care or equivalent experience
Desirable
- Experience in microsoft packages
Special Skills and Knowledge
Essential
- Excellent organisational skills
- Ability to work under pressure
- Ability to prioritise
- Keyboard skills
- Excellent communication skills
Desirable
Person Specification
Special Requirements
Essential
- Flexibility for 24/7 service cover
Experience
Essential
Desirable
Qualifications
Essential
- 5 GCSEs Grades A to C or NVQ Level 2 in Business Admin/Customer Care or equivalent experience
Desirable
- Experience in microsoft packages
Special Skills and Knowledge
Essential
- Excellent organisational skills
- Ability to work under pressure
- Ability to prioritise
- Keyboard skills
- Excellent communication skills
Desirable
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
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
