Job summary
The Royal Eye Infirmary is looking for a dynamic Reception Co-ordinator to join the administration and clerical team in REI. The post will be required to work flexible hours to ensure appropriate cover for reception from the team between 07:00 and 18:00 Monday to Friday and 08:00 and 16:00 Sat/Sun/Bank Holidays which are covered on a rota basis. This is subject to change in line with any future service changes.
The role will lead and manage the Reception staff under the management of Royal Eye Infirmary ensuring strict compliance with Trust policies and procedures.
Main duties of the job
The successful candidate will be responsible for providing a comprehensive appointments and reception service to the REI in an efficient and timely manner, liaising with patients, consultants, wards, peripheral hospitals and the management in regards of all aspects of the appointments service.
As the Reception Co-ordinator the successful candidate should be highly motivated to the achievement of given tasks, resourceful, have outstanding time management, organisation and communication skills, which the position will enable you to expand and develop. At interview you may be asked to demonstrate these skills as well as the ability to use all NHS software packages. Qualifications required are detailed in the person specification.
About us
The successful candidate will be joining a fast-paced busy environment with a team who are hard-working, supportive, and friendly.
The team are currently based on Level 3 at Derriford Hospital however, the REI will be moving to an exciting new buildingclose to the Derriford site in the coming months. The new three-storey unit will see an increased number of treatment rooms, expanded paediatric facilities and better access for patients, with a drop-off bay and parking immediately outside. The new site will include a dedicated high flow cataract theatre, and will also see the addition of a third theatre. This third theatre will further increase our capacity to treat sub-specialities, such as oculoplastic, orbital and corneal surgeries. This exciting move will give us the space and facilities to continue to develop an excellent future service, both locally and across the region as a specialist centre.
Job description
Job responsibilities
- To ensure that Reception staff have a good level of understanding and that all administration processes, particularly Outcome Forms are dealt with in accordance to APNs, Trust and RTT Access Policies.
- To ensure that staff have a clear understanding of Reception procedures that affect the booking of patients as stated within the Trusts APNs.
- To ensure that all staff are trained on how to use Medisoft.
- To monitor that all patients failing to attend appointments (DNAs) are managed in accordance with the Trust DNA policy.
- To ensure compliance with checking and amending patient and GP details on iPM, using the Reception script.
- To complete electronic incident reports as appropriate.
- To ensure the InTouch Dashboard is monitored regularly throughout the day, ensuring that Reception staff action any Reception alerts and red crosses promptly. Any problems to be reported to Plymouth ICT Helpdesk.
- Ensure all Reception staff are aware of each others roles, in order to provide support and cover during periods of sickness/ annual leave wherever possible.
- Compilation of staff duty rota and ensure sufficient staffing levels are available at all times including evenings and weekends.
- To ensure all reception staff are adhering to all responsibilities and tasks accordingly.
- To monitor and evaluate staff performance through frequent contact with staff to ensure staff implement decisions and work within the Trusts policies and procedures.
- To manage staff sickness and deal with initial stages of grievance and performance issues.
- To approve annual leave ensuring all sufficient staffing levels are available at all times & keep Healthroster up to date.
- To be responsive to Trust policies, priorities and the changing needs of the service, and adapt the workload as required.
- To ensure that an Individual Performance Review is obtained from supervising Line Manager on an annual basis and in turn undertake appraisals for the Reception staff.
- Assist with the recruitment and selection of staff and take part in interview panels.
- To be the main point of contact for the coordination and placement of volunteers.
- To ensure any required changes are communicated and implemented within department.
- To ensure that any complaints within the department are dealt with effectively and promptly.
- To ensure that all staff undertake statutory update training to include awareness of fire prevention, health and safety issues and regular updates.
- To ensure that hospital notes are fully prepared for the relevant clinics prior to the start of the morning and afternoon sessions.
- Request routine hospital transport and ambulance for patients as required.
- Responding appropriately to telephone enquiries from patients, hospital staff and the general public.
- Be able to cover all Reception positions as necessary, including absence cover.
- To ensure office/Reception areas are kept tidy at all times, this will include actioning any post as soon as delivered.
***Preference will be given to internal Trust staff, as well as Priority and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Job description
Job responsibilities
- To ensure that Reception staff have a good level of understanding and that all administration processes, particularly Outcome Forms are dealt with in accordance to APNs, Trust and RTT Access Policies.
- To ensure that staff have a clear understanding of Reception procedures that affect the booking of patients as stated within the Trusts APNs.
- To ensure that all staff are trained on how to use Medisoft.
- To monitor that all patients failing to attend appointments (DNAs) are managed in accordance with the Trust DNA policy.
- To ensure compliance with checking and amending patient and GP details on iPM, using the Reception script.
- To complete electronic incident reports as appropriate.
- To ensure the InTouch Dashboard is monitored regularly throughout the day, ensuring that Reception staff action any Reception alerts and red crosses promptly. Any problems to be reported to Plymouth ICT Helpdesk.
- Ensure all Reception staff are aware of each others roles, in order to provide support and cover during periods of sickness/ annual leave wherever possible.
- Compilation of staff duty rota and ensure sufficient staffing levels are available at all times including evenings and weekends.
- To ensure all reception staff are adhering to all responsibilities and tasks accordingly.
- To monitor and evaluate staff performance through frequent contact with staff to ensure staff implement decisions and work within the Trusts policies and procedures.
- To manage staff sickness and deal with initial stages of grievance and performance issues.
- To approve annual leave ensuring all sufficient staffing levels are available at all times & keep Healthroster up to date.
- To be responsive to Trust policies, priorities and the changing needs of the service, and adapt the workload as required.
- To ensure that an Individual Performance Review is obtained from supervising Line Manager on an annual basis and in turn undertake appraisals for the Reception staff.
- Assist with the recruitment and selection of staff and take part in interview panels.
- To be the main point of contact for the coordination and placement of volunteers.
- To ensure any required changes are communicated and implemented within department.
- To ensure that any complaints within the department are dealt with effectively and promptly.
- To ensure that all staff undertake statutory update training to include awareness of fire prevention, health and safety issues and regular updates.
- To ensure that hospital notes are fully prepared for the relevant clinics prior to the start of the morning and afternoon sessions.
- Request routine hospital transport and ambulance for patients as required.
- Responding appropriately to telephone enquiries from patients, hospital staff and the general public.
- Be able to cover all Reception positions as necessary, including absence cover.
- To ensure office/Reception areas are kept tidy at all times, this will include actioning any post as soon as delivered.
***Preference will be given to internal Trust staff, as well as Priority and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Person Specification
Knowledge & Experience
Essential
- oDemonstrable experience within Health Care administration
- oDemonstrable experience working with Health Care clinic booking systems
- oDemonstrable experience working with PCs and spreadsheets
Desirable
- oDemonstrable experience in working within multi skilled teams
- oMedisoft
- oWaiting List Management Policy
- oiPM
Qualifications
Essential
- oHave or working towards an NVQ Level 3 in Administration, or equivalent demonstrable experience.
- oGood level of general education
- oBasic knowledge of computerised systems
- oKeyboard skills
Aptitiude & Abilities
Essential
- oGood communication skills with a good telephone manner
- oOrganisational skills
- oAbility to work within a busy environment
- oGood interpersonal skills
- oMediation skills
- oFlexibility to cover colleagues during absences
- oAbility to maintain confidentiality
- oGood analytical skills
Person Specification
Knowledge & Experience
Essential
- oDemonstrable experience within Health Care administration
- oDemonstrable experience working with Health Care clinic booking systems
- oDemonstrable experience working with PCs and spreadsheets
Desirable
- oDemonstrable experience in working within multi skilled teams
- oMedisoft
- oWaiting List Management Policy
- oiPM
Qualifications
Essential
- oHave or working towards an NVQ Level 3 in Administration, or equivalent demonstrable experience.
- oGood level of general education
- oBasic knowledge of computerised systems
- oKeyboard skills
Aptitiude & Abilities
Essential
- oGood communication skills with a good telephone manner
- oOrganisational skills
- oAbility to work within a busy environment
- oGood interpersonal skills
- oMediation skills
- oFlexibility to cover colleagues during absences
- oAbility to maintain confidentiality
- oGood analytical skills
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).
