Receptionist/Administration Assistant

Job description

Job responsibilities

Reception

1. Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity
2. Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution
3. Ensure telephone calls are answered promptly and all queries dealt with effectively.

1. Provide comprehensive reception support, to include taking messages and using the department technology.

1. Communicate clearly, effectively and appropriately with the multi-disciplinary team, keeping them informed of any changes relevant to the department or their clinic
2. Update Trust patient information systems to ensure accurate patient information and demographics are recorded.
3. Responsible for the accurate booking, amending and checking in and out of all patient appointments.

1. Ensure all patients and visitors sitting in the waiting rooms are communicated with and kept up to date with relevant information or delays to their appointment. Delays should be escalated to the department manager
2. Handle patient and other service user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible. Where early resolution is not possible, seek assistance from the department manager.

Clinic Prep and Operational Responsibilities

1. Retrieve notes and ensure all patient information is available in a timely manner for all appropriate outpatient appointments, diagnostic appointments and inpatient / daycase procedures, checking demographics at every stage and locating lost notes where appropriate
2. Enquire if patient details are correct and make amendments on relevant systems where necessary
3. Follow the appropriate tracking procedure for the movement of all patient note
4. Prior to clinic start times, conduct environmental checks to ensure rooms are tidy, and that IT systems are fully operational and ready for use
5. Ensure that all information including referrals, diagnostic results and any other relevant correspondence, including information from other services is available
6. When necessary, process on the day clinic cancellations and communicate with patients accordingly, and in a sensitive manner
7. Organise transport for patients as appropriate, and in accordance with departmental and Trust Policy
8. Book interpreters for patients as appropriate and escalate any issues to the department manager
9. Book follow up appointments ensuring correct RTT (Referral to Treatment) status is recorded
10. Complete and issue attendance claim forms where applicable in accordance with Trust Policy
11. Responsible for opening incoming post and distributing to clinical and administrative staff as required

Access and Systems responsibilities

1. Register patients on the Trusts Electronic Patient Records System (EPR).
2. Record all did not attends (DNAs) and patient cancellations accurately and in accordance with the departmental and Trust Policies.
3. Update the EPR with attendance and treatment status codes following the patients appointment
4. Ensure that all patients have been reconciled at the end of the clinic, and that the clinic has been reconciled, including proactively requesting outcome forms from clinicians where it is noted that forms have not been returned to the reception
5. Provide a courteous and efficient follow-up appointment booking service to all users
6. Schedule appointments for patients in line with the Trust Access Policy and (Referral to Treatment) RTT Targets, escalating to the supervisor when necessary
7. Ensure all appointments are linked to the correct referral or clinical pathway
8. Escalate capacity issues to the department manager and/or clinical teams
9. Book diagnostic tests on relevant Trust systems, ie RIS, and track results as requested
10. Update procedure code

General

1. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
2. Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff
3. Answer all communication including telephone, email and face to face queries, in a timely manner and action as appropriate
4. Maintain patient confidentiality at all times
5. Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours
6. Use the Trust and departmental IT systems to register patients, make up a set of patient notes, make outpatient appointments, produce end of treatment letters, ensure that details are correct, check in / check of outpatient appointments as instructed
7. Take responsibility for all communications received and distribute appropriately to the clinical and administrative staff within the service
8. Assist with the processing of new referrals on the Choose and Book / Directly Bookable / e-referral system
9. Order stock for the department and ensure adequate levels of supplies are maintained for the department
10. Report any faults with equipment or the environment to the relevant department promptly, and as appropriate
11. Attend Departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedure
12. Act in a manner aligned to our Trust Values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence
13. Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
14. Any other duties at the request of the departmental managers, which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

This job description should be regarded only as a guide to the duties required and is not intended to be definitive. It may be reviewed in the light of the changing circumstances following consultation with the post holder. The job description does not form part of the contract of employment.

Person Specification

.

Essential

• .

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

Oxford University Hospitals NHS Foundation Trust

Address

ChurchillHospital

Old Road

Oxford

OX3 7LE

Employer's website

https://www.ouh.nhs.uk/ (Opens in a new tab)