Job summary
Band 3 Patient Care Coordinator - Receptionist
Sexual Health Hounslow, TW7 6AF
Working flexibly, the post holder will ensure that they provide a patient focused service in person and on the telephone for sexual health and HIV patients wanting appointments with and under the care of West Middlesex Hospital and Sexual Health Hounslow, maintaining a welcoming andpleasant environment for patients at all times.
They will ensure that all patient data is entered into the GUM/HIV EPR in a timely and accurate manner.
This role will include close liaison with the multidisciplinary team of Medical staff, Health Advisers, as well as other Trust wards and departments to ensure continuity of patient care
Main duties of the job
You will be someone who will ensure that the patient experience is prioritised at all times and who would welcome the chance to assist in taking the services forward as part of a friendly multidisciplinary team.
The post holder will ensure that all patient data is entered into the EPR in a timely and accurate manner.
This will include close liaison with the multidisciplinary team of Medical staff.
Key working relation relationships
-
- Multi skilled team of Doctors
- Nurses
- Health Advisers
- Administration teams across directorate.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.
Job description
Job responsibilities
- To receive all patients and other visitors into the department in a professional, polite and friendly manner.
- To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
- To code patients after attendance for income and public health statistics.
- To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
- When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
- To enter all new patients full details accurately onto appropriate systems
- To be responsible for maintaining accurate patients demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
- To manage all calls efficiently and professionally within the identified performance standards.
- To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
- To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
- To accurately process all new HIV patients onto Cerner under a medical number.
- To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
- To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
- To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
- Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
- To take part in audits of outpatient activity as required.
- To work a flexible Rota system for the Service, including late clinics where necessary and providing clerical support to other directorate services where needed
- Undertake other administration and reception duties at the discretion of the Clinic Manager.
- Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups
Please see attached job description and person specification to this advert for further details.
Job description
Job responsibilities
- To receive all patients and other visitors into the department in a professional, polite and friendly manner.
- To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
- To code patients after attendance for income and public health statistics.
- To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
- When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
- To enter all new patients full details accurately onto appropriate systems
- To be responsible for maintaining accurate patients demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
- To manage all calls efficiently and professionally within the identified performance standards.
- To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
- To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
- To accurately process all new HIV patients onto Cerner under a medical number.
- To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
- To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
- To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
- Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
- To take part in audits of outpatient activity as required.
- To work a flexible Rota system for the Service, including late clinics where necessary and providing clerical support to other directorate services where needed
- Undertake other administration and reception duties at the discretion of the Clinic Manager.
- Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups
Please see attached job description and person specification to this advert for further details.
Person Specification
Education and Qualifications
Essential
- Excellent standard of spoken and written English
- Recognised qualification in customer care NVQ level 3 or relevant experience
Experience
Essential
- Experience of working with the general public in a customer facing or administrative role
- Accurate computer data entry skills
- Clerical/ reception/ administration experience
- Experience of working as part of a team.
Desirable
- Experience of working in Sexual Health/ HIV
- Previous experience of working within a health care setting and using NHS information/ IT systems
skills and Knowledge
Essential
- Excellent telephone skills
- Excellent keyboard and IT skills including use of Outlook, Word and Excel
- Excellent communication and interpersonal skills
- Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
- To be able to manage difficult situations Able to prioritize workload
Desirable
- Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
- Experience of working with patients in an NHS setting
- Able to be confident and professional when dealing with patients behaviour
- Familiar with NHS computer appointment and booking systems
Person Specification
Education and Qualifications
Essential
- Excellent standard of spoken and written English
- Recognised qualification in customer care NVQ level 3 or relevant experience
Experience
Essential
- Experience of working with the general public in a customer facing or administrative role
- Accurate computer data entry skills
- Clerical/ reception/ administration experience
- Experience of working as part of a team.
Desirable
- Experience of working in Sexual Health/ HIV
- Previous experience of working within a health care setting and using NHS information/ IT systems
skills and Knowledge
Essential
- Excellent telephone skills
- Excellent keyboard and IT skills including use of Outlook, Word and Excel
- Excellent communication and interpersonal skills
- Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
- To be able to manage difficult situations Able to prioritize workload
Desirable
- Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
- Experience of working with patients in an NHS setting
- Able to be confident and professional when dealing with patients behaviour
- Familiar with NHS computer appointment and booking systems
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.
Employer details
Employer name
Chelsea and Westminster Hospital NHS Foundation Trust
Address
Ground floor, Twickenham House, West Middx Hospital
Twickenham Road
Isleworth
TW7 6AF
Employer's website
https://www.chelwest.nhs.uk/ (Opens in a new tab)