Job Description

We have full time permanent position available in our friendly Outpatients Department! Applications are invited from enthusiastic, hardworking, self-motivated and committed individuals for the above position. Candidates must have previous experience within a clerical environment (previous NHS experience is desirable) and have excellent communication skills. It is important that the successful candidate has a pleasant and courteous disposition, a polite telephone manner with a flexible attitude towards the demands of this post.
The ideal candidate must be able to work as part of a team, use own initiative, be able to meet deadlines and work with all disciplines of staff. We are looking for a person who can work well under pressure and remain calm and confident in difficult situations. The successful candidate will work days, evenings and weekends on different shift patterns to meet the demands of the Outpatient Department service requirements.

Duties include: accurate data inputting, making appointments using the Hospital Information System, responding efficiently and effectively to telephone calls and liaising with staff in the clinic including Doctors, Secretaries, Nurses and any other relevant staff. Keyboard skills are essential; full IT training will be given. The role may be demanding at times.

Outpatient Department opening times:

• 8:00 am – 8:00pm weekdays
• 8:00 am – 5:00pm weekend

Main responsibilities

• As a receptionist you must greet patients’, visitors’ and colleagues in a polite manner.
• Print patient clinic lists and relevant reports for clinics as required on a daily basis ensuring all relevant clinical staff are given copies.
• Check patient demographics including ethnicity with patients as they arrive at reception desk. Update Trust Patient Administration System (PAS) following the departmental operational procedure document.
• Identify any overseas visitors by checking present address and previous address within the last 12 months.
• Make appointments as required on PAS.
• Record on appointment card and hand card to patient or send a patient letter in the post within time limits (under 3 months, write appointment card, after 3 months request letter on PAS to be sent in post).
• Rearrange appointments for patients from cancellations and non-attendance DNA patients following the Trust DNA procedure.
• Ensure all appointments are booked within 18 week Trust/Government targets liaising with nursing and clinical staff. (Please read DNA procedure on Reception desk).
• Input patient attendances and outcomes onto the Trust PAS system, including any procedure coding as instructed from patient outcome sheet.
• Hold all clinics on a daily basis according to Patient Access Policy.
• Ensure 18 week pathway process is adhered to and pathway clock start and stop times are inputted accurately. Liaise with Data Quality Team.

Required Knowledge, Skills, and Abilities

• Educated to GCSE level and/or equivalent qualification and/or equivalent experience
• I.T./Computer skills qualification and/or equivalent experience
• Customer Care qualification and /or equivalent experience
• Substantial clerical experience
• Experience dealing with the public face to face.
• Experience working in a busy environment.
• Previous NHS experience working within Outpatient clinics.
• Good communication skills.
• Show initiative and be self-motivated
• Ability to work well under pressure
• Good organizational skills.
• Knowledge of Data Quality and Information Governance
• Able to work flexible working hours/shifts/evening/weekends to meet the demands of the Trust Outpatient Service