Job summary
The post holder is required to provide administrative and clerical support for outpatient clinics within Breast Services, including front line reception duties. Working as part of a team, including clinical staff, the post holder is expected to deliver a responsive and high quality service to patients and other service users.The post holder is required to use their initiative and be adept at problem solving as they will be the first port of call for patient enquiries.The post holder will also be responsible for the management of appointments and real time data recording. They will need to be proficient in the use of all hospital systems including EPIC, eRS, Call Forward, PTS (Transport), Microsoft package, Envoy, CIS2-Spine.
The post holder will be responsible for ensuring patients leave their outpatient appointment with any subsequent follow ups booked and ensure that their pathways are updated in accordance with national RTT rules. An excellent understanding of the 18-Week RTT process and knowledge of the Trust's Access Policy: an agreement to adhere to policies according to National Guidelines. Ensure that patient pathway is actively managed and any appointments are made in line with the Trust's Access Policy.
Main duties of the job
To reception clinics including, the welcoming of patients using EPIC and Call forward systems, booking follow up appointments, keeping patients informed of any delays to their appointments and maintaining accurate records of patient attendance, departure time.To ensure all patients demographic details (address, post code, GP and ethnic group, contact details, NOK) are checked and any amendments/corrections are carried out in an accurate and timely manner.
To act as a first point of contact for users of the trust, dealing with telephone calls and enquiries promptly and efficiently, providing immediate response and referring as necessary. This will include personal enquires from patients and their relatives, as well as calls from GPs, clinicians, students, nursing and admin staff all times understanding the sensitive nature of calls. To ensure patient confidentiality at all times
To ensure that the reception desk and waiting areas are maintained in a presentable manner maintaining patient confidentiality.To support the department's implementation of robust follow-up (PIFU) ensuring that referrals are closed as indicated by the clinical team.
To record/update/retrieve data using EPIC/eRS/Call-forward/Envoy computer systems and any new systems as they are introduced, to acceptable data quality standards.Establish good levels of communication and liaison with multidisciplinary teams around the Trust, OPD systems and ICT.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
- Use initiative and work without direct supervision, as well as to use relevant information technology to facilitate the performance of tasks.
- Participate in annual appraisals and performance reviews. Identify personal development needs.
- Attend training and development on LEAP as required.
- To act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.
- Understand and adhere to all trust policies, guidelines and procedures.
- Support the trust in providing the best experience possible for each of our patients.
- To maintain confidentiality in respect of information obtained at all times.
- To adhere to the Breast OPD rota which includes working flexibly in line with the needs of the service.
- To promote a friendly, courteous and efficient service, including participating in the management of delays and cancellations in clinics.
- To ensure the waiting area is tidy and clean informing the Nurse Manager or Supervisor of any housekeeping problems.
- To work on a rotational basis to answer telephone queries from patients their relatives or carers using the designated Surgery outpatient appointment service within the agreed timeline for greeting policy in a courteous and reassuring manner at all times allowing their query to be dealt with effectively. This will frequently involve dealing with people for whom English is not the first language, are distressed, angry or maybe otherwise difficult to communicate with.
- Undertake any other duties requested as appropriate to the banding.
Job description
Job responsibilities
- Use initiative and work without direct supervision, as well as to use relevant information technology to facilitate the performance of tasks.
- Participate in annual appraisals and performance reviews. Identify personal development needs.
- Attend training and development on LEAP as required.
- To act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.
- Understand and adhere to all trust policies, guidelines and procedures.
- Support the trust in providing the best experience possible for each of our patients.
- To maintain confidentiality in respect of information obtained at all times.
- To adhere to the Breast OPD rota which includes working flexibly in line with the needs of the service.
- To promote a friendly, courteous and efficient service, including participating in the management of delays and cancellations in clinics.
- To ensure the waiting area is tidy and clean informing the Nurse Manager or Supervisor of any housekeeping problems.
- To work on a rotational basis to answer telephone queries from patients their relatives or carers using the designated Surgery outpatient appointment service within the agreed timeline for greeting policy in a courteous and reassuring manner at all times allowing their query to be dealt with effectively. This will frequently involve dealing with people for whom English is not the first language, are distressed, angry or maybe otherwise difficult to communicate with.
- Undertake any other duties requested as appropriate to the banding.
Person Specification
Application Form
Essential
- 5 GCSEs or A level - Baccalaureate
- NVQ Level 3/A level or equivalent experience in Customer Care
- Experience of working in a customer - focused environment
- Administrative experience
- Ability to work independently, to manage and prioritise own workload
- Ability to deal with sensitive information with tact and diplomacy
- Ability to work as part of a multidisciplinary team
- Flexibility to organize and respond quickly to changes
Desirable
- Experience in the use of an Appointment/patient administration system such as EPIC/eRS/Envoy/Call-Forward
- Commitment to undertaking further course of study in Customer Care
Person Specification
Application Form
Essential
- 5 GCSEs or A level - Baccalaureate
- NVQ Level 3/A level or equivalent experience in Customer Care
- Experience of working in a customer - focused environment
- Administrative experience
- Ability to work independently, to manage and prioritise own workload
- Ability to deal with sensitive information with tact and diplomacy
- Ability to work as part of a multidisciplinary team
- Flexibility to organize and respond quickly to changes
Desirable
- Experience in the use of an Appointment/patient administration system such as EPIC/eRS/Envoy/Call-Forward
- Commitment to undertaking further course of study in Customer Care
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.
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).
Additional information
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.
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).
