Job summary
We are looking for an enthusiastic, motivated and well-presented individual to join our Front Office team. If you would like to make a positive contribution to a patient's care experience and are a good communicator with excellent interpersonal skills, enthusiastic and adaptable, then we would like to hear from you.
The successful candidate can also look forward to
- Generous annual leave entitlement - 27 days (plus Bank Holidays) on joining the Trust which increases with length in service
- Flexible working (standard hours of work between 8.00 - 6.00 Mon - Fri no weekend or bank holiday working required)
- Working from Home options (on a rota basis, once fully trained)
- Modern working environment
- NHS discounts across varied businesses
- Continued professional development opportunities
In return we expect you to be motivated and hard working with a positive approach to providing excellent customer service with a desire to make a patient's care experience the best it can possibly be.
Main duties of the job
The purpose of the role is to provide a professional, efficient and friendly service ensuring that all telephone calls received to the department are answered, dealt with or directed within a timely manner. Communication is key in this busy role as you'll need to liaise with secretarial staff, clinicians and other departments within the Trust to ensure that all patient queries are resolved effectively.
You will need to have a flexible approach to work, be highly organised, enjoy working individually as well as part of a larger team and have good keyboarding skills. Knowledge of EPR is desirable but not essential as training will be given. With this role you will become part of the wider administrative team within Cancer & Haematology with numerous opportunities for progression.
About us
Oxford University Hospitals NHS Foundation Trustis one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more herewww.ouh.nhs.uk
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel.
Job description
Job responsibilities
RESPONSIBILITIES:
- Supervise team on a daily basis ensuring that any problems are dealt with efficiently and effectively or if outside of knowledge or expertise to highlight with line manager as required. Perform induction training and plan for on-going training programmes for the team.
- Deputise for the Deputy Team Leader and cross cover where required and supporting the planning/implementation of rotas
- Ensure the provision of medical records and pull patients notes from any location and ensure all filing is up to date in the patients notes ready for when they attend clinic, following the tracking procedure for all patient notes.
- Ensure that scanned in paperwork is filed in notes or retained in line with local and Trust policies and procedures.
- Use the Trust IT systems to:
- Undertake VR letters
- Use of Netcall
- Make outpatient appointments
- Ensure that patient details are correct
- Checking in/checking out patients arriving for clinic when covering Reception
- Other duties as instructedAct as first point of contact for all patients and visitors, both in person and on the telephone, and acting in a professional manner at all times, deal with queries using own initiative and taking appropriate action which may include directing calls to specialist administration staff.
- Working as part of the receptionist team, ensure effective communication with colleagues at all times and show flexibility in covering colleagues during periods of annual leave and sickness as required. During busy outpatient clinic times, ensure that patients are kept informed of clinic waits advising of any problems..
- Assisting teams with packaging, addressing and sending outgoing post.
- After training, using the hospital computer systems to carry out any of the above duties.
- Any other duties at the request of the Team Leader which may be needed to fulfil the objectives of the post, which are appropriate to the grade.
Job description
Job responsibilities
RESPONSIBILITIES:
- Supervise team on a daily basis ensuring that any problems are dealt with efficiently and effectively or if outside of knowledge or expertise to highlight with line manager as required. Perform induction training and plan for on-going training programmes for the team.
- Deputise for the Deputy Team Leader and cross cover where required and supporting the planning/implementation of rotas
- Ensure the provision of medical records and pull patients notes from any location and ensure all filing is up to date in the patients notes ready for when they attend clinic, following the tracking procedure for all patient notes.
- Ensure that scanned in paperwork is filed in notes or retained in line with local and Trust policies and procedures.
- Use the Trust IT systems to:
- Undertake VR letters
- Use of Netcall
- Make outpatient appointments
- Ensure that patient details are correct
- Checking in/checking out patients arriving for clinic when covering Reception
- Other duties as instructedAct as first point of contact for all patients and visitors, both in person and on the telephone, and acting in a professional manner at all times, deal with queries using own initiative and taking appropriate action which may include directing calls to specialist administration staff.
- Working as part of the receptionist team, ensure effective communication with colleagues at all times and show flexibility in covering colleagues during periods of annual leave and sickness as required. During busy outpatient clinic times, ensure that patients are kept informed of clinic waits advising of any problems..
- Assisting teams with packaging, addressing and sending outgoing post.
- After training, using the hospital computer systems to carry out any of the above duties.
- Any other duties at the request of the Team Leader which may be needed to fulfil the objectives of the post, which are appropriate to the grade.
Person Specification
Education and Qualifications
Essential
- Educated to GCSE level or equivalent
Exper
Essential
- Previous Experience working as part of a team
Desirable
- Previous experience working in NHS or clerical/customer service post
Special Skills/Aptitudes
Essential
- Excellent patient/customer service skills especially via telephone
- Flexible approach to work
Desirable
- Proven ability to use computer/keyboard
- Knowledge of EPR
Personal qualities
Essential
- Ability to work under pressure and prioritise workload
- Capbable of working with minimum supervision
Desirable
- Able to communicate with a wide range of people
Person Specification
Education and Qualifications
Essential
- Educated to GCSE level or equivalent
Exper
Essential
- Previous Experience working as part of a team
Desirable
- Previous experience working in NHS or clerical/customer service post
Special Skills/Aptitudes
Essential
- Excellent patient/customer service skills especially via telephone
- Flexible approach to work
Desirable
- Proven ability to use computer/keyboard
- Knowledge of EPR
Personal qualities
Essential
- Ability to work under pressure and prioritise workload
- Capbable of working with minimum supervision
Desirable
- Able to communicate with a wide range of people
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.
