Job summary
We are looking to appoint an outstanding individual with great interpersonal skills and a commitment to customer service to work in our ENT Outpatient Department Reception and Administrative Services.
You must have a high standard of literacy and numeracy and excellent keyboard skills together with a friendly and outgoing approach as this role involves face to face contact with patients.
As part of a high performing team you will contribute to the delivery of high quality, safe and compassionate care.
We are responsible for providing ENT Outpatient Department Reception and Administrative Services. You will need to be flexible in your approach and able to adapt to changing circumstances.
Excellent communication skills, confidence when dealing with the public, care and compassion, team work and a positive attitude to problem solving are essential to be successful in this post.
Main duties of the job
About You
Are you a warm, friendly and approachable person who understands the impact of what you do?
You will need to be able to work in a calm, logical and methodical way but also be able to multi-task whilst dealing with frequent interruptions. You must possess effective interpersonal skills and be empathetic to both patients and colleagues.
You should have proven customer care skills or worked in a customer care focused environment. Previous experience in a healthcare setting would be an advantage.
About us
Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire.Our Excellence Values:
CompassionRespectIntegrityCourageousAccountable
Job description
Job responsibilities
Duties and Responsibilities
- To meet and greet patients and visitors to Hospital and to deal with enquiries in an efficient, polite and courteous manner providing a caring, considerate and helpful service to the patients and carers.
- To ensure later additions to clinic are included, sourcing missing notes where appropriate using the case-note tracking system.
- To be responsible for the maintenance of the clinics; attendance, capturing of the 18 week pathway codes and discharging patients.
- To communicate with the patient regarding demographics and other personal details to ensure that the patient administration system and case note documentation is immediately updated.
- Work closely with the nursing staff, announcing visitors and patients to staff and to inform the patients with regards to any clinic delays
- Answer telephone queries take messages direct where appropriate; provide assistance directing visitors to the appropriate locations.
- Book outpatient follow up appointments as required by the clinician ensuring that the clinic capacity is adhered to.
- To participate in training/induction of new staff.
Job description
Job responsibilities
Duties and Responsibilities
- To meet and greet patients and visitors to Hospital and to deal with enquiries in an efficient, polite and courteous manner providing a caring, considerate and helpful service to the patients and carers.
- To ensure later additions to clinic are included, sourcing missing notes where appropriate using the case-note tracking system.
- To be responsible for the maintenance of the clinics; attendance, capturing of the 18 week pathway codes and discharging patients.
- To communicate with the patient regarding demographics and other personal details to ensure that the patient administration system and case note documentation is immediately updated.
- Work closely with the nursing staff, announcing visitors and patients to staff and to inform the patients with regards to any clinic delays
- Answer telephone queries take messages direct where appropriate; provide assistance directing visitors to the appropriate locations.
- Book outpatient follow up appointments as required by the clinician ensuring that the clinic capacity is adhered to.
- To participate in training/induction of new staff.
Person Specification
Qualifications
Essential
- A good standard of general education, including spoken and written English.
- IT skills - Microsoft word / Microsoft Office
Knowledge
Desirable
- Recent previous clerical experience
- Experience in understanding a large number of working procedures, some of which are non-routine.
- Experience in the use of computerised patient administration systems
- Experience in health related organisations
Skills
Essential
- Proficient keyboard skills
- Demonstrate a high level of personal-self management and organisation i.e organising own day-today activities
- Demonstrate the ability to concentrate frequently for prolonged periods and be able to respond to changes to workload at short notice e.g. clinic changes/ appointment changes
- Demonstrate ability to handle people in a courteous and sensitive manner, which takes into account their individual needs.
Person Specification
Qualifications
Essential
- A good standard of general education, including spoken and written English.
- IT skills - Microsoft word / Microsoft Office
Knowledge
Desirable
- Recent previous clerical experience
- Experience in understanding a large number of working procedures, some of which are non-routine.
- Experience in the use of computerised patient administration systems
- Experience in health related organisations
Skills
Essential
- Proficient keyboard skills
- Demonstrate a high level of personal-self management and organisation i.e organising own day-today activities
- Demonstrate the ability to concentrate frequently for prolonged periods and be able to respond to changes to workload at short notice e.g. clinic changes/ appointment changes
- Demonstrate ability to handle people in a courteous and sensitive manner, which takes into account their individual needs.
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).
