Job summary
We are looking for a full time Band 3 senior Receptionists to join our Dental Outpatients Team at Barts Health NHS Trust the successful candidate will have excellent communication and customer service skills and be able to lead and support the junior members of the team.
You will become part of our busy reception team and strive to ensure our patients receive the best possible service from the Trust. With good interpersonal skills and the ability to respond sympathetically to queries and direct people appropriately, you will possess good administrative and organizational skills and be computer literate. We are looking for enthusiastic, professional, and well organised individuals to join our busy and friendly team. Applicants must be willing to work flexibly to cover holidays and have good written and verbal communication skills.
Main duties of the job
The clinic administrator role is responsible for providing a patient focused, effective and efficient service to our patients & their carer's, clinical teams and CAG managers. Main duties will include cancelling and rescheduling of clinics due to clinical leave, short notice cancellations, assisting the management with the Dental Inbox, and providing administration support when required.
Working in adherence to the Trust Access Policy, Governance and local Standard Operating Procedures at all times, the post holder will liaise with a number of key stakeholders to ensure the Outpatient booking process is efficient and fit for purpose, and that patients are able to access our services and receive expert clinical care.
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
Dental Short Notice Clinic Cancellations and General Clinic Cancellations
- Ensure clinic cancellations are actioned in a timely manner and updated on CRS.
- Advise clinical teams and management on clinic profile issues.
- Review clinic profile requests for accuracy and advise the service management accordingly.
- Ensure general patients (not UG patients) displaced as a result of a clinic cancellation or template change are rebooked accordingly and letters sent.
- Set up ad hoc clinic lists or appointment slots as and when required.
- Escalate short notice or exceptional requests.
- Assist with the cancellation of the UG clinics.
Dental Inbox / Calls
- To assist with requests for rebooking or cancellation of appointments via the dental inbox.
- To deal professionally with telephone enquiries in line with standard operating procedures and Customer Care expectations.
- To answer the telephone in a courteous and pleasant manner.
- To ensure calls are handled as effectively as possible, ensuring the patients needs are met
- To deal effectively with queries from clinicians regarding their patients or clinics.
- To ensure that patient demographic details are checked when the patient calls and where necessary changed.
- Where capacity does not exist for a rescheduled appointment, notify the clinical team to request an overbooking and escalate to management if no capacity can be identified.
- To always ensure appointments are convenient for the patient and that patients have choice
- To advise upon and action transport and interpreting booking requests.
General
- To liaise with the management team in relation to outpatient booking and scheduling issues.
- Ensure internal email queries and requests are actioned in a timely fashion.
- Always present a positive image of the department and the Trust.
- Ensure Trust ICT systems are fully updated e.g. CRS.
- Ensure confidential information remains confidential and is securely and safely destroyed in line with department policies and procedures.
- To undertake any other duties as requested by the management team.
- To be open and flexible to new ways of working brought about by technology enabled service improvements.
- The post holder has a general duty of care for the health, safety and well-being of work colleagues, visitors and patients within the hospital in addition to any specific risk management of clinical governance accountabilities associated with this post
- To be compliant with GDPR (Data Protection Act), Trust Equal Opportunities and Health and Safety Regulations.
Job description
Job responsibilities
Dental Short Notice Clinic Cancellations and General Clinic Cancellations
- Ensure clinic cancellations are actioned in a timely manner and updated on CRS.
- Advise clinical teams and management on clinic profile issues.
- Review clinic profile requests for accuracy and advise the service management accordingly.
- Ensure general patients (not UG patients) displaced as a result of a clinic cancellation or template change are rebooked accordingly and letters sent.
- Set up ad hoc clinic lists or appointment slots as and when required.
- Escalate short notice or exceptional requests.
- Assist with the cancellation of the UG clinics.
Dental Inbox / Calls
- To assist with requests for rebooking or cancellation of appointments via the dental inbox.
- To deal professionally with telephone enquiries in line with standard operating procedures and Customer Care expectations.
- To answer the telephone in a courteous and pleasant manner.
- To ensure calls are handled as effectively as possible, ensuring the patients needs are met
- To deal effectively with queries from clinicians regarding their patients or clinics.
- To ensure that patient demographic details are checked when the patient calls and where necessary changed.
- Where capacity does not exist for a rescheduled appointment, notify the clinical team to request an overbooking and escalate to management if no capacity can be identified.
- To always ensure appointments are convenient for the patient and that patients have choice
- To advise upon and action transport and interpreting booking requests.
General
- To liaise with the management team in relation to outpatient booking and scheduling issues.
- Ensure internal email queries and requests are actioned in a timely fashion.
- Always present a positive image of the department and the Trust.
- Ensure Trust ICT systems are fully updated e.g. CRS.
- Ensure confidential information remains confidential and is securely and safely destroyed in line with department policies and procedures.
- To undertake any other duties as requested by the management team.
- To be open and flexible to new ways of working brought about by technology enabled service improvements.
- The post holder has a general duty of care for the health, safety and well-being of work colleagues, visitors and patients within the hospital in addition to any specific risk management of clinical governance accountabilities associated with this post
- To be compliant with GDPR (Data Protection Act), Trust Equal Opportunities and Health and Safety Regulations.
Person Specification
Qualifications and Knowledge
Essential
- GCSE or equivalent in English and Maths
- Evidence of continued professional development
- Knowledge of Microsoft packages
- A basic understanding of the 18 week Referral to Treat rule and National Cancer targets.
Desirable
- Knowledge of CRS/Powerchart
Experience
Essential
- Experience working in an NHS environment as an administrator or clinic clerk/receptionist
- Experience using customer focused administrative processes
- Previous experience of working as an NHS clinic clerk or office administrator
Person Specification
Qualifications and Knowledge
Essential
- GCSE or equivalent in English and Maths
- Evidence of continued professional development
- Knowledge of Microsoft packages
- A basic understanding of the 18 week Referral to Treat rule and National Cancer targets.
Desirable
- Knowledge of CRS/Powerchart
Experience
Essential
- Experience working in an NHS environment as an administrator or clinic clerk/receptionist
- Experience using customer focused administrative processes
- Previous experience of working as an NHS clinic clerk or office administrator
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).
