Job Description

They are expected to be friendly, helpful and polite towards all patients and relatives ensuring a high standard of patient experience is delivered at all times in the unit. There is also the requirement to support the wider Theatre department and help cover other administrative roles in the event of absence and annual leave.

• Act as a first point of contact for patients, relatives and visiting staff, welcoming them to the ward and dealing with any queries relating to admission, discharge, visiting times, contact numbers and parking.
• Provide excellent customer care that demonstrates a caring and responsive approach to those attending the unit and the staff within.
• Answer incoming telephone calls from patients, relatives and other hospital departments.
• Communicate and liaise with internal and external organizations for example pre-assessment and surgical administration teams.
• Liaise with other departments and Medical Records to obtain patient notes in a timely manner ahead of admissions.
• Book and track medical notes on the EPR system.
• Ensure all patients have relevant paperwork and forms attached to their notes for the nursing and medical staff to complete.
• File documentation relating to admission, surgery and discharge in patient notes upon discharge from the unit.
• Maintain an organized and up to date filing system of notes ensuring that all medical records are in order before leaving the ward.
• Book patients onto the EPR system on arrival, to check demographic details and amend as necessary.
• Admit transfer and discharge patients on the EPR system in real time.
• Ensure patients are under the correct consultant and treatment function at all times on EPR.
• Schedule patients for day case procedures where necessary.

We expect our staff to help ensure the patients’ experience is what we would expect for our own family and friends. Because we understand and value the contribution of our clerical staff in our teams we invest in training and development to make sure our staff are equipped with the right skills and knowledge.

Required Knowledge, Skills, and Abilities

The role is key to the efficient running of the Day surgery Unit Reception at the Churchill Hospital. The post would ideally suit an outgoing friendly person who can work using their own initiative and also be part of a small team. To provide a professional and efficient reception ensuring that all patients are welcomed to the unit in a professional manner whilst adhering to the Trust policy on data quality and reception services.
The ideal candidate will be organized, work well within a team and have the ability to communicate with patients and others whilst maintaining confidentiality and being at all times sensitive to the nature of the service.