£24938 - £26385 Per year
Receptionist
Full Time
Job Description
- Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity.
- Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution.
- Ensure telephone calls are answered promptly and all queries dealt with effectively.
- Respond to emails in a timely manner.
- Receive incoming emails and send outgoing emails from a generic mailbox, in line with generic mailbox guidance where applicable.
- Communicate clearly, effectively and appropriately with the multi-disciplinary team, keeping them informed of any changes relevant to the department or their clinic.
- Ensure all patients and visitors sitting in the waiting rooms are communicated with and kept up to date with relevant information or delays to their appointment. Delays should be escalated to the supervisor.
- Handle patient and other service user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible. Where early resolution is not possible, seek assistance from the supervisor.
- Assist patients using the self-check-in kiosks.
- Enquire if patient details are correct and make amendments on relevant systems where necessary.
- Ensure all clinic notes are prepared and available for the clinic, requesting notes and ensuring they are correctly tracked in line with departmental and Trust protocols.
- Ensure documentation for use in clinics is prepared and available, with adequate supplies provided for each clinic room.
- Prior to clinic start times, conduct environmental checks to ensure rooms are tidy, and that IT systems are fully operational and ready for use.
- When necessary, process on the day clinic cancellations and communicate with patients accordingly, and in a sensitive manner.
- Organize return transport for patients as appropriate, and in accordance with departmental and Trust Policy.
- Book interpreters for patients as appropriate, and in accordance with departmental and Trust policy, escalating any issues relating to this to the supervisor.
- Complete and issue attendance claim forms where applicable in accordance with Trust Policy.
- Book disabled parking for patients, where applicable.
- Issue pagers to patients and visitors, where applicable.
- Register patients on the Trust’s Electronic Patient Records System (EPR).
- Record all did not attends (DNA’s) and patient cancellations accurately and in accordance with the departmental and Trust Policies, escalating to the supervisor as required.
- Update the EPR with attendance and treatment status codes following the patient’s appointment.
- Ensure that all patients have been reconciled at the end of the clinic, and that the clinic has been reconciled, including proactively requesting outcome forms from clinicians where it is noted that forms have not been returned to the reception.
- Provide a courteous and efficient follow-up appointment booking service to all users.
- Ensure all appointments are linked to the correct referral or clinical pathway.
- Escalate capacity issues to the supervisor and/or clinical teams.
- Update procedure codes
- Maintain patient confidentiality at all times.
- Order stock for the department, and ensure adequate levels of supplies are maintained for the department.
- Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.
- Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
- Assist volunteers in the department
- Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
Required Knowledge, Skills, and Abilities
- Educated to GCSE level or equivalent, with Grade C or above in English and Math
- Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification
- Experience of working in a non-routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent)
- Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures
- Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures
- Previous NHS experience, or experience of working in a healthcare setting
- Ability to make decisions in a constantly changing environment, using judgment to deal with queries or escalate where necessary
- Advanced keyboard skills and competent use of IT systems
- Able to deal with sensitive information with tact, diplomacy and understanding
Reference no: 92276