Job Description

This service operates as a 9am – 5pm, Monday to Friday service. The post holder will be interactive with the general public, nursing, medical staff, professionals and other Trust administrative and clerical staff and will ensure all reception processes are carried out in a timely and accurate manner to ensure an efficient reception and quality service to all users.
Reception working hours are at present, 9:00 am – 5:00 pm, Monday to Friday. A flexible approach to working is essential.
Responsibility to Patient care

• Being the first line of contact to all service users and visitors to the site, displaying a warm, friendly and helpful attitude at all times.
• Responsibility for directly receiving service users, checking and recording all patients’ demographic details via relevant forms and updating in a timely manner on the relevant Trust systems.
• Manage all telephone calls for the area of responsibilities and direct calls appropriately in a professional manner.
• Responsible for clerical processes associated with the non-attendance of outpatients.
• Monitor own performance against agreed objectives as identified in the process.
• Ensuring a clean and tidy environment is maintained in all reception and surrounding areas; being mindful of the data protection act at all times
• Notifying of telephone messages to appropriate professionals in a timely and accurate manner.
• To exercise good personal time management, punctuality and consistent, reliable attendance.
• Responsible for communicating effectively and professionally to both patients and others, at all times.
• Ensure Trust guidelines, policies and procedures regarding confidentiality, disclosure of information and the Data Protection Act are observed at all times.
• Facilitate improved communication within departments between, clinicians, nurses and service users.
• To highlight any potential delays and problems within reception services which may impinge on the effective and efficient running of the service.
• To undertake and improve communication with service users including non-English speaking and hearing impaired.
• To develop good working relationships with all service users.
• Provide non-clinical advice to service users / relatives and careers on appointments and services.
• To be conversant with all functions of the system in relation to receiving of patients, updating demographic details and booking of follow up outpatient appointments.
• To assist the senior administrator in maintaining departmental performance by upholding agreed data quality standards. These include attendance outcomes, complete demographics.
• To ensure demographic details are checked and updated at every clinic appointment.
• To ensure all protocols and procedures are followed with quality standards met and submitted to the relevant manager in a timely manner.
• To work together with consultants, nursing staff, other clinicians, and other admin teams to provide a flexible response to the changing demands of the service
• To provide cover for other administrative support staff, as and when required during annual leave, sickness and training.

Required Knowledge, Skills, and Abilities

Good interpersonal skills and the ability to communicate professionally and effectively, both face to face and over the telephone, with a wide range of visitors and health care professionals is essential. You will have previous experience of working in a busy reception area with the ability and understanding of working flexibly within a Multi-Disciplinary Team environment yet have the confidence to work independently as required.
We are looking for somebody with excellent keyboard and data inputting skills, demonstrating precision and attention to detail. You will be responsible for providing clinical administration and reception support, receiving and greeting service users and their career’s whilst accurately recording relevant information and clinical outcomes onto the Electronic Patient Record.