Job summary
To provide an efficient receptionist service to all visitors attending the Department/Clinic and maintain a sensitive friendly approach.
Main duties of the job
To welcome and receive all patients and visitors attending
Taking appropriate details and ensuring details are correct within Epic.
To give general advice about the services, where to refer and how to access services to both patients and health care professionals.
Make appointments, and ensuring the appointment outcomes are captured within Epic.
To make, cancel or rebook appointments for specialist nurses and consultants within the Epic system.
To organise additional services for patients as required, such as interpreters and transport
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. 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
Clinic Flow Management
Track patient movements and add activities to be completed during visit on to Epic.
Use secure chat to communicate with clinicians and wider team during clinic.
Liaise with clinicians and wider MDT team to ensure smooth running of clinic.
View Waiting list which is automatically created as part of order placement by clinician.
Review End of Day Report to identify any unsigned visits and escalate to Service Manager for completion.
Monitor rejected referrals work queue and action rejected referrals. Follow up appointment booking
Use dedicated scheduling work queues in Epic, use filters to personalise and data will be refreshed dynamically as demand and activity fluctuate.
Use work queues for scheduling and multiple work queues exist in Epic to guide scheduling e.g. new appointments, cancel and rebook, DNA new rebook. Partial Booking
Contact patient to agree appointment while checking patient details in work queue.
Use MyChart functionality to enable patient to book date and time of appointment based on WL trigger.
Agree appointment with patient in line with access policy and add comments pertinent to appointment scheduling/pt care.
View appointment slots based on triage decisions inline with Epic clinic code structure which allows mix of appointment types and modes. Communicating appointment details to patient
Manage appointment communication via SMS confirmation and reminders centrally as part of clinic code set up.
Manage all letters which will be automatically batch printed via digital printer once a day.
Insert optional smart text where specific instructions needed for patients.
Use work queues to action patient initiated cancellations and change requests via SMS or MyChart
Job description
Job responsibilities
Clinic Flow Management
Track patient movements and add activities to be completed during visit on to Epic.
Use secure chat to communicate with clinicians and wider team during clinic.
Liaise with clinicians and wider MDT team to ensure smooth running of clinic.
View Waiting list which is automatically created as part of order placement by clinician.
Review End of Day Report to identify any unsigned visits and escalate to Service Manager for completion.
Monitor rejected referrals work queue and action rejected referrals. Follow up appointment booking
Use dedicated scheduling work queues in Epic, use filters to personalise and data will be refreshed dynamically as demand and activity fluctuate.
Use work queues for scheduling and multiple work queues exist in Epic to guide scheduling e.g. new appointments, cancel and rebook, DNA new rebook. Partial Booking
Contact patient to agree appointment while checking patient details in work queue.
Use MyChart functionality to enable patient to book date and time of appointment based on WL trigger.
Agree appointment with patient in line with access policy and add comments pertinent to appointment scheduling/pt care.
View appointment slots based on triage decisions inline with Epic clinic code structure which allows mix of appointment types and modes. Communicating appointment details to patient
Manage appointment communication via SMS confirmation and reminders centrally as part of clinic code set up.
Manage all letters which will be automatically batch printed via digital printer once a day.
Insert optional smart text where specific instructions needed for patients.
Use work queues to action patient initiated cancellations and change requests via SMS or MyChart
Person Specification
Knowledge and Experience
Essential
- Strong computer skills, including familiarity with Microsoft Office Suite
- Ability to multitask and work in a fast-paced healthcare environment.
- Excellent communication and interpersonal skills
Desirable
- Prior experience in healthcare administration, medical office, or scheduling roles.
- Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.
- Proficiency in Epic
Skills and Competencies
Essential
- Ability to make decisions regarding constantly changing clinics patient queries and to escalate where appropriate.
- Flexibility to organise and respond quickly to changes.
Desirable
- Experience of working in a customer focused environment
Person Specification
Knowledge and Experience
Essential
- Strong computer skills, including familiarity with Microsoft Office Suite
- Ability to multitask and work in a fast-paced healthcare environment.
- Excellent communication and interpersonal skills
Desirable
- Prior experience in healthcare administration, medical office, or scheduling roles.
- Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.
- Proficiency in Epic
Skills and Competencies
Essential
- Ability to make decisions regarding constantly changing clinics patient queries and to escalate where appropriate.
- Flexibility to organise and respond quickly to changes.
Desirable
- Experience of working in a customer focused 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.
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).
