Outpatients Administrator & Receptionist

Job description

Job responsibilities

Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

Ensure that all patients attending in person are checked in

Ensure patient information is complete and up to date on the Trust ERS

Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

Communicate effectively using all available forms of communication

Be a calm, supportive, flexible and adaptable member of the team

Deal with all enquiries in a professional and co-operative manner

Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

Provide non-clinical advice and guidance regarding appointments

Process patient data and appointments using the Trust EPR

Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act

Redistribute and file appropriate documents according to Information Governance policy

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers

Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision

Be a proactive problem solver and encourage team-wide problem solving

Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes

Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers

Complete staff surveys and audits

Maintain grooming and dress standards, in accordance with departmental/Trust policy

Assist in supporting and mentoring of new team members

Attend annual appraisals and review objectives regularly

Attend, complete and apply all mandatory training

Support the Service Manager and Supervisors in developing a patient focused service

Please see attached Job Description for full role duties and responsibilities

Person Specification

Education/ qualifications

Essential

• oNVQ Level 3 or equivalent experience
• oEnglish at GCSE level

Desirable

• Further training at a higher level

Knowledge and experience

Essential

• oExperience of delivering excellent customer service
• oExperience of administrative work
• oExperience of working in a constantly changing environment without direct supervision

Desirable

• oCerner /NHS Experience
• oUnderstanding of confidentiality, data protection and safeguarding

Skills, abilities and attributes

Essential

• oAdvanced keyboard skills
• oAbility to input electronic data accurately
• oConfident user of Excel and Outlook
• oExcellent organisation, communication skills, numeracy skills
• oFriendly approach to colleagues, staff and patients and empathises with and seeks to promote the welfare of others

Desirable

• oVerbally fluent in 2nd language
• oExperience of using Cerner / CRM database software

HEART values

Essential

• Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork.
• Demonstrate commitment to place Quality at our HEART

Desirable

• Qualification in customer service

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

London North West University Healthcare NHS Trust

Address

Northwick Park Hospital

Watford Rd

Harrow

HA1 3UJ

Employer's website

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