Job summary
To deliver and maintain a professional reception/administration service to the Outpatient Department at Newmarket Community Hospital and to all users including patients, relatives and colleagues.
This role is a permanent role working 30 hours per week 09:00-17:00 Monday to Friday (with a mid-week day off).
Main duties of the job
Provide a friendly and helpful front of house reception service by greeting and assisting patients, relatives and staff, responding to queries and referring to other members of staff where appropriate.
Ensure patients are checked in in a timely manner, whilst completing all mandatory fields and update on eCare and EPIC accurately with the use of a Smart Card.
Ensure the active and effective use of the electronic hospital system, following the operational procedures laid down by the department.
Input information on Trust systems, ensuring actions are undertaken in 'real time' and all post-clinic administration is completed.
Ensure the Outpatient clinic area presents a clean, tidy, efficient, and professional image always.
Provide a high standard of general administrative support within Outpatient clinics.
Send relevant information in response to requests or queries received, in a prompt and timely manner, ensuring to update and maintain system records accordingly.
Work flexibly to provide cover for colleagues across the Outpatient department as required.
Fully engage in departmental meetings/ briefing, ensuring to provide relevant feedback to team members.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
Job description
Job responsibilities
Please view job description attached to view main responsibilities of role.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Please view job description attached to view main responsibilities of role.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Person Specification
Education and qualifications
Essential
- NVQ/BTEC Level 3 or equivalent experience
Desirable
- Computer literacy qualification ECDL
- A' Level English & Mathematics
- Working towards a business & administration qualification
Experience and knowledge
Essential
- Previous experience as an administrator/receptionist role, communicating with the general public.
- Knowledge of Information Governance requirements and GDPR (2018)
- Ability to analyse and interpret management and patient information and to make recommendations to others
- Knowledge of National guidelines for patients accessing hospital services who are not residing in the UK or for those who have residency of less than 12 months
- Communication with a wide range of multi-disciplinary teams and external agencies
- Working in an effective team
Desirable
- Experience of working within the NHS
- Experience of working where data is confidential
- Experience of multi communications with a wide range of teams
- Specialised knowledge Meridian
- Specialised knowledge of eCare, EPIC and other NHS operating systems
- Understanding of risk management and health and safety issues
- Knowledge of health records
- Medical terminology
Skills and abilities
Essential
- Excellent interpersonal and communication skills
- Excellent verbal and written communication skills
- Ability to work with different staff groups across all levels of the organisation
- Ability to work calmly in a busy environment
- Excellent IT skills
- Ability to use problem solving skills
- Time management skills
- Able to manage own time and deliver personal objectives under pressure
- Ability to analyse and resolve complex patient appointment issues
Desirable
- Ability to work autonomously, using own initiative
- Ability to prioritise work load
- Understanding conflict resolution
Personal qualities
Essential
- Diplomatic and calm under pressure.
- Approachable, friendly and supportive of others
- A genuine interest in contributing to kind and compassionate care within the Trust
- Emotionally robust to cope with all situations that may arise within the Outpatient Departments
- Flexible approach to working hours, both within and outside the constraints of the rota, with an ability to work on Saturdays, Bank Holidays and evenings if required
- Able to relate to all people, valuing individual qualities that contribute to team working and the outcomes of care delivery
- Adaptable and accepting of change within the job role to ensure an efficient service delivery
- Values the importance of positive patient experience
- Interest in personal and professional development
Desirable
- Enjoy working in a team environment
Person Specification
Education and qualifications
Essential
- NVQ/BTEC Level 3 or equivalent experience
Desirable
- Computer literacy qualification ECDL
- A' Level English & Mathematics
- Working towards a business & administration qualification
Experience and knowledge
Essential
- Previous experience as an administrator/receptionist role, communicating with the general public.
- Knowledge of Information Governance requirements and GDPR (2018)
- Ability to analyse and interpret management and patient information and to make recommendations to others
- Knowledge of National guidelines for patients accessing hospital services who are not residing in the UK or for those who have residency of less than 12 months
- Communication with a wide range of multi-disciplinary teams and external agencies
- Working in an effective team
Desirable
- Experience of working within the NHS
- Experience of working where data is confidential
- Experience of multi communications with a wide range of teams
- Specialised knowledge Meridian
- Specialised knowledge of eCare, EPIC and other NHS operating systems
- Understanding of risk management and health and safety issues
- Knowledge of health records
- Medical terminology
Skills and abilities
Essential
- Excellent interpersonal and communication skills
- Excellent verbal and written communication skills
- Ability to work with different staff groups across all levels of the organisation
- Ability to work calmly in a busy environment
- Excellent IT skills
- Ability to use problem solving skills
- Time management skills
- Able to manage own time and deliver personal objectives under pressure
- Ability to analyse and resolve complex patient appointment issues
Desirable
- Ability to work autonomously, using own initiative
- Ability to prioritise work load
- Understanding conflict resolution
Personal qualities
Essential
- Diplomatic and calm under pressure.
- Approachable, friendly and supportive of others
- A genuine interest in contributing to kind and compassionate care within the Trust
- Emotionally robust to cope with all situations that may arise within the Outpatient Departments
- Flexible approach to working hours, both within and outside the constraints of the rota, with an ability to work on Saturdays, Bank Holidays and evenings if required
- Able to relate to all people, valuing individual qualities that contribute to team working and the outcomes of care delivery
- Adaptable and accepting of change within the job role to ensure an efficient service delivery
- Values the importance of positive patient experience
- Interest in personal and professional development
Desirable
- Enjoy working in a team environment
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.
