Outpatient Receptionist

Job description

Job responsibilities

Principle duties will be amongst the following dependant on area of work on the day:-

Perform Reception duties as required:

View the Clinics prior to starting, make a note of any changes and pass this information to the nursing staff

Check which waiting areas are designated for each clinic in the session

Register patients onto the computer system, check their details and make any amendments as necessary i.e.: addresses, ethnic codes, telephone numbers etc. Print new labels for patient case notes with these updated details

Relay to the patients on arrival details of any clinic delays and direct the patients to the appropriate designated waiting area

Book follow-up appointments for patients and complete transport request forms as appropriate

Outcome all clinic lists ensuring all data is recorded correctly i.e.: future appointments/codes and enter ad-hoc appointments onto database

Find and enter necessary information for Missing Data and the Un-Outcomed report

Locate Inpatients for Visitors and direct Patients & Visitors to other Hospital areas

Establish new system procedures as required

Participate in audits

To perform any other duties commensurate with the grade, as directed by the Team Leader, or Clinical Leads

Liaise directly with other unit departments to give or obtain information, including the reporting of maintenance or supply problems

Perform Booking duties:

Support the Booking Co-ordinators in contacting patients to attend appointments at short notice or when their appointments have to be cancelled or rescheduled if required.

Accurately add patients to the appropriate inpatient or outpatient waiting list including processing inpatient booking forms and clinic outcome forms

To book appointments and print off and send letters to patients i.e. confirmation letters, reschedule letters, did not attend letters as required

Be aware of a patients 18 week pathway and the impact this will have when cancelling or rescheduling an appointment and ensuring the patient is informed.

Perform Call handling duties as required:

Answer telephone in an efficient, prompt and polite manner

Make appointment bookings using PAS and the E-referrals application of all New and Follow-up appointments within set guidelines

Contact patients to attend appointments at short notice or when their appointments have to be cancelled

Deal with queries and liaise with the Dedicated Clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary

Liaise with reception staff, notifying them of patient cancellations on the day of clinic

Arrange transport/Interpreters for follow-up appointments where necessary

Keep documentation up to date including clinic codes

Perform Registration duties as required:

Register and change patient details which are incorrect on PAS inter trust transfer process

Process Referrals and all aspects therein. Input referral data onto the PAS system/referral database as required incorporating RTT status

Open and stamp post, check emails and distribute accordingly

Print the e-Referrals Service referral letters

Scan referral letters onto the relevant database

Person Specification

Qualifications

Essential

• Good general education

Desirable

• Previous knowledge of PAS an advantage
• NVQ Customer Service 2

Experience

Essential

• Previous clerical experience
• NHS experience

Desirable

• Experience of customer service

Skills

Essential

• Articulate and able to communicate clearly: verbally and written
• Good interpersonal skills - able to work as a team
• Able to use initiative and show practical skills and dexterity
• Knowledge and use of outlook, excel and word
• Excellent telephone manner

Desirable

• Competent to communicate with all grades of staff and public

Personal Qualities

Essential

• Responsible and reliable
• Able to work effectively as a team member
• Co-operative and flexible
• Recognises own limitations
• Receptive to change

Other

Essential

• Keen to develop personal skills
• Good work attendance
• Able to change duties at short notice

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

South Warwickshire University NHS Foundation Trust

Address

Outpatients Warwick Hospital

Lakin Road

Warwick

CV34 5BW

Employer's website

https://www.swft.nhs.uk/ (Opens in a new tab)