Job summary
To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust , St Margarets Hospital , Community Diagnostic Centre.
To provide a Patients Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.
To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to face
To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection
To ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked, appointments have been outcomed and escalate any concerns
To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times
To offer patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process. To maintain a calm attitude at all times, being aware of patients worries and concerns at coming to hospital.
To ensure booking processes are followed accurately and in a timely manner, and appointment outcomes and reconciliations, and close of business processes are completed.
To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management
Main duties of the job
- Work within a team
- No staff to line manage in this position
- ???????Admitting and discharging patients on Cerner including internal transfers and cancellations in a timely fashion as set by the CDC Manager.
- Make follow up appointments/review clinic entries for patients in the Reception area, and ensure appointment outcomes are completed at the end of every day.
About us
The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.
This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.
Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.
Join us and help shape the future of care in West Essex.
Job description
Job responsibilities
- Ensure the accurate entry and up-date of patient details and patient hospital clinical care episodes
- Ensure patient details are verified and accurately updated on Cerner during the booking/admitting process
- To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems
- Book blood tests, X-Ray’s / imaging or any other diagnostic appointments as and when requested
- To follow Trust Overseas/Private patients’ procedure to ensure that the Trust receives the income generated by these patients
- Participate in the Performance Review Development Programme process to ensure personal skills are enhanced
- To comply with 18 weeks RTT pathways including ERS and 2 Week Wait targets and escalate any concerns regarding this to Clinical Lead.
- To answer the phone and deal with patient queries politely and efficiently
- To be able to remain calm during any difficult conversations which may occur and escalate any concerns to Clinical Lead.
- Printing of referrals, reports and test results as and when requested by the clinician
- Admitting and discharging patients on Cerner including internal transfers and cancellations in a timely fashion as set by the CDC Manager.
- Make follow up appointments/review clinic entries for patients in the Reception area, and ensure appointment outcomes are completed at the end of every day.
- Ensure the accurate entry and up-date of patient details and patient hospital clinical care episodes
- Ensure patient details are verified and accurately updated on Cerner during the booking/admitting process
- To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems
- Book blood tests, X-Ray’s / imaging or any other diagnostic appointments as and when requested
- To follow Trust Overseas/Private patients’ procedure to ensure that the Trust receives the income generated by these patients
- Participate in the Performance Review Development Programme process to ensure personal skills are enhanced
- To comply with 18 weeks RTT pathways including ERS and 2 Week Wait targets and escalate any concerns regarding this to Clinical Lead.
- To answer the phone and deal with patient queries politely and efficiently
- To be able to remain calm during any difficult conversations which may occur and escalate any concerns to Clinical Lead.
- Printing of referrals, reports and test results as and when requested by the clinician
Job description
Job responsibilities
- Ensure the accurate entry and up-date of patient details and patient hospital clinical care episodes
- Ensure patient details are verified and accurately updated on Cerner during the booking/admitting process
- To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems
- Book blood tests, X-Ray’s / imaging or any other diagnostic appointments as and when requested
- To follow Trust Overseas/Private patients’ procedure to ensure that the Trust receives the income generated by these patients
- Participate in the Performance Review Development Programme process to ensure personal skills are enhanced
- To comply with 18 weeks RTT pathways including ERS and 2 Week Wait targets and escalate any concerns regarding this to Clinical Lead.
- To answer the phone and deal with patient queries politely and efficiently
- To be able to remain calm during any difficult conversations which may occur and escalate any concerns to Clinical Lead.
- Printing of referrals, reports and test results as and when requested by the clinician
- Admitting and discharging patients on Cerner including internal transfers and cancellations in a timely fashion as set by the CDC Manager.
- Make follow up appointments/review clinic entries for patients in the Reception area, and ensure appointment outcomes are completed at the end of every day.
- Ensure the accurate entry and up-date of patient details and patient hospital clinical care episodes
- Ensure patient details are verified and accurately updated on Cerner during the booking/admitting process
- To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems
- Book blood tests, X-Ray’s / imaging or any other diagnostic appointments as and when requested
- To follow Trust Overseas/Private patients’ procedure to ensure that the Trust receives the income generated by these patients
- Participate in the Performance Review Development Programme process to ensure personal skills are enhanced
- To comply with 18 weeks RTT pathways including ERS and 2 Week Wait targets and escalate any concerns regarding this to Clinical Lead.
- To answer the phone and deal with patient queries politely and efficiently
- To be able to remain calm during any difficult conversations which may occur and escalate any concerns to Clinical Lead.
- Printing of referrals, reports and test results as and when requested by the clinician
Person Specification
Qualifications
Essential
- To GCSE level
- NVQ Level 2 or equivalent experience
Experience
Essential
- Keyboard skills
- Good communication & interpersonal skills
- Excellent telephone communication skills
- Ability to work quickly and under pressure
- Ability to maintain absolute patient confidentiality
- Able to use own initiative
- Ability to work as part of a team
Desirable
- Knowledge of an administration system
- Previous clerical experience
- Previous NHS clerical experience dealing with the public
- Knowledge of Choose & Book
- Experience of a specific electronic booking system
Person Specification
Qualifications
Essential
- To GCSE level
- NVQ Level 2 or equivalent experience
Experience
Essential
- Keyboard skills
- Good communication & interpersonal skills
- Excellent telephone communication skills
- Ability to work quickly and under pressure
- Ability to maintain absolute patient confidentiality
- Able to use own initiative
- Ability to work as part of a team
Desirable
- Knowledge of an administration system
- Previous clerical experience
- Previous NHS clerical experience dealing with the public
- Knowledge of Choose & Book
- Experience of a specific electronic booking system
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.
