Job summary
To provide an efficient, high quality comprehensive administrative support.
To cover the reception desk for the Diabetes service, as well as other services that utilise the unit.
To act as a central point of information and communication for the clinical team.
To act independently ensuring that daily tasks and ongoing workloads are prioritised and completed in agreed timeframes.
Main duties of the job
To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.
To be the first line of contact to the public face of the Trust for patients attending clinical treatment.
To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.
To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.
To maintain a calm attitude at all times, being aware of patients' worries and concerns coming to hospital.
To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
To arrive, depart, book follow up appointments and cancellations on the Trusts iCare system in a timely fashion
To book follow up appointments/review clinic entries for patients in the Diabetes Day Care Centre and ensure Clinic Outcome forms are completed at the end of every clinic.
To ensure the accurate entry and up-date of patient details and patient hospital episodes.
To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.
To participate in the PDR process to ensure personal skills are enhanced.
To comply with 18 week RTT pathways and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Diabetes Associate Service Manager to ensure a high quality service delivery.
To deal with telephone calls relating to the service, ensuring patient focus is maintained and enquiries are handled in a courteous, tactful and prompt manner and respecting patient confidentiality at all times.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
Job description
Job responsibilities
To arrive, depart, book follow up appointments and cancellations on the Trusts iCare system in a timely fashion
To book follow up appointments/review clinic entries for patients in the Diabetes Day Care Centre and ensure Clinic Outcome forms are completed at the end of every clinic.
To ensure the accurate entry and up-date of patient details and patient hospital episodes.
To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.
To participate in the PDR process to ensure personal skills are enhanced.
To comply with 18 week RTT pathways and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Diabetes Associate Service Manager to ensure a high quality service delivery.
To deal with telephone calls relating to the service, ensuring patient focus is maintained and enquiries are handled in a courteous, tactful and prompt manner and respecting patient confidentiality at all times.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
Person Specification
Knowledge
Essential
- Numerate and articulate
- Excellent written and verbal communication skills
- Knowledge of Patient Admin System (PAS)
- Excellent organisational skills
- Keyboard skills
- Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
Desirable
Qualifications and Training
Essential
- Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service
Experience
Essential
Desirable
- Customer service experience
Person Specification
Knowledge
Essential
- Numerate and articulate
- Excellent written and verbal communication skills
- Knowledge of Patient Admin System (PAS)
- Excellent organisational skills
- Keyboard skills
- Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
Desirable
Qualifications and Training
Essential
- Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service
Experience
Essential
Desirable
- Customer service experience
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.
