Job summary
University Hospitals Birmingham NHS Foundation Trust
Therapy Services
Job: Administrative Assistant -- Receptionist
Pay Band: Band 2
Monday to Friday 9am to 5pm for service cover
We are looking for an enthusiastic and experienced receptionist to work in the Therapy Services Outpatient Department, which deals with over 250 outpatient appointments each day.
To provide a frontline clinic reception service, to ensure that patients are greeted correctly, requested electronical clinical outcomes and appointments are completed on the OCEANO system and other IT systems, deal with patient queries and telephone enquiries, and liaise with Therapists and other NHS professionals and agencies, to ensure that the patient's overall experience is of the best in care.
Applicants should have a good standard of education, keyboard skills, office procedures, excellent communication skills, and ability to work in a very busy and often pressurised environment. In return we can offer you a challenging role with the opportunity to make a valuable contribution in the delivery of a patient focused service.
For an informal enquiry please contact Rebecca Hemming, Office Manager on Ext: 0121 371 3479.
Main duties of the job
Meet and greet patients, dealing with general enquiries, directing patients appropriately.
Liaise with clinical staff
Recording patient information accurately
Dealing with care records ensuring patient records are available and in order for the start of clinic Maintain confidentiality of records on the telephone, in conversation and in writing.
Ensure the reception area is kept tidy
Responsible for arranging patient transport, interpreters as and when requested
Photo copying and distribution of copies as instructed by Line Manager
Booking follow up appointments
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
Communication:
- Liaise with clinical and non - clinical staff, Patients and service users
- Accurately record telephone messages and other enquiries and refer as appropriate
- Provide effective communication and problem solving both face to face and via telephone
- Be sympathetic and sensitive to the requirements of staff, Patients and service users when communicating by telephone or face to face, including dealing with a difficult situation
- Attend admin team/departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytic and Judgemental Skills/Freedom to Act:
- Signpost patients appropriately to relevant departments
- Ability to recognise situations that should be referred on to the Supervisor/Line Manager and take prompt and appropriate action for example delay in clinics
Planning and Organisational Skills:
- Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
- Organise patient records appropriately, ensuring notes are in good order and are available prior to clinic by checking against clinic list
Patient Client Care:
- Enter/amend patient details onto relevant systems
- Track patients who do not attend their appointment and report as required
- Provide patients with support, non-clinical advice and information on a range of issues including appointment queries, delays to appointment times
- Explain all relevant administrative procedures to patient to include for example booking follow up appointments, arranging transport and travel expenses
Policy and Service Responsibilities:
- Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct relating to own role
- Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services
Responsibility for Financial and Physical Resources:
- Have a personal duty of care for all equipment and resources used
- Maintain stock control of stationery/clinical supplies
Responsibility for Information:
- Accurately input data/confidential data using a variety of Trust IT systems in a timely way
- Prepare and scan information onto the Trust IT systems as required
- Ensure all information held is kept up to date and available
- Maintain a confidential and efficient filing and maintenance system
- Be responsible for the quality of information
- Photocopy and distribute documents as required
- Shred and destroy confidential documentation in line with Trust policy
- Provide information/produce basic routine reports at an appropriate level under supervision
- Be responsible for the lifecycle management of records in paper and electronic form
- Participate in the on-going archive process for paper care records
Patient Records Duties:
- Be responsible for all aspects in relation to paper and electronic care records preparation, such as verifying patient demographic details and making up patient and clinic files as required
- Be responsible for case notes prior to the appointment this involves forwarding the notes to the medical staff in clinic when the patient arrives and accountability for notes remaining after the clinic which includes did not attend
- Be responsible for filing information into appropriate patient care records
- Maintain an attendance sheet recording attendees and DNA's
Research and Development:
- Undertake surveys and routine audits of own work as and when required
Job description
Job responsibilities
Communication:
- Liaise with clinical and non - clinical staff, Patients and service users
- Accurately record telephone messages and other enquiries and refer as appropriate
- Provide effective communication and problem solving both face to face and via telephone
- Be sympathetic and sensitive to the requirements of staff, Patients and service users when communicating by telephone or face to face, including dealing with a difficult situation
- Attend admin team/departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytic and Judgemental Skills/Freedom to Act:
- Signpost patients appropriately to relevant departments
- Ability to recognise situations that should be referred on to the Supervisor/Line Manager and take prompt and appropriate action for example delay in clinics
Planning and Organisational Skills:
- Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
- Organise patient records appropriately, ensuring notes are in good order and are available prior to clinic by checking against clinic list
Patient Client Care:
- Enter/amend patient details onto relevant systems
- Track patients who do not attend their appointment and report as required
- Provide patients with support, non-clinical advice and information on a range of issues including appointment queries, delays to appointment times
- Explain all relevant administrative procedures to patient to include for example booking follow up appointments, arranging transport and travel expenses
Policy and Service Responsibilities:
- Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct relating to own role
- Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services
Responsibility for Financial and Physical Resources:
- Have a personal duty of care for all equipment and resources used
- Maintain stock control of stationery/clinical supplies
Responsibility for Information:
- Accurately input data/confidential data using a variety of Trust IT systems in a timely way
- Prepare and scan information onto the Trust IT systems as required
- Ensure all information held is kept up to date and available
- Maintain a confidential and efficient filing and maintenance system
- Be responsible for the quality of information
- Photocopy and distribute documents as required
- Shred and destroy confidential documentation in line with Trust policy
- Provide information/produce basic routine reports at an appropriate level under supervision
- Be responsible for the lifecycle management of records in paper and electronic form
- Participate in the on-going archive process for paper care records
Patient Records Duties:
- Be responsible for all aspects in relation to paper and electronic care records preparation, such as verifying patient demographic details and making up patient and clinic files as required
- Be responsible for case notes prior to the appointment this involves forwarding the notes to the medical staff in clinic when the patient arrives and accountability for notes remaining after the clinic which includes did not attend
- Be responsible for filing information into appropriate patient care records
- Maintain an attendance sheet recording attendees and DNA's
Research and Development:
- Undertake surveys and routine audits of own work as and when required
Person Specification
Qualifications
Essential
- English and maths GCSE, level 9-4 or A*-C
Experience
Essential
- Experience of dealing with the Public/Customer service experience
- Experience of working with a range of Microsoft Office packages
- Experience of using IT systems
- Experience of working in a busy office / customer care environment
Desirable
- Experience of working in healthcare
Additional Criteria
Essential
- Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
- Standard keyboard / IT skills
- Good organisation skills and ability to multitask
- Good time management skills
- Ability to deal professionally with enquiries from staff, service users and stakeholders
- Understand confidentiality and apply the principles in every day working practice
- Ability to pay attention to detail where there are predictable interruptions to the work pattern
- Ability to deal with stressful situations and sensitive issues
- Work effectively and flexibly as part of a team to meet the needs of the services
- Confident in dealing with people at all levels
- Must be able to demonstrate an understanding of equality and diversity
- Ability to travel to multiple sites
Person Specification
Qualifications
Essential
- English and maths GCSE, level 9-4 or A*-C
Experience
Essential
- Experience of dealing with the Public/Customer service experience
- Experience of working with a range of Microsoft Office packages
- Experience of using IT systems
- Experience of working in a busy office / customer care environment
Desirable
- Experience of working in healthcare
Additional Criteria
Essential
- Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
- Standard keyboard / IT skills
- Good organisation skills and ability to multitask
- Good time management skills
- Ability to deal professionally with enquiries from staff, service users and stakeholders
- Understand confidentiality and apply the principles in every day working practice
- Ability to pay attention to detail where there are predictable interruptions to the work pattern
- Ability to deal with stressful situations and sensitive issues
- Work effectively and flexibly as part of a team to meet the needs of the services
- Confident in dealing with people at all levels
- Must be able to demonstrate an understanding of equality and diversity
- Ability to travel to multiple sites
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.
