Job summary
Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes
Advise clinics of patients who are late arriving for their appointments
Book follow-up appointments
File documents according to Information Governance policy
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
Support the Managers and Supervisors in developing a patient focused service.
Customer Care:
Communicate with patients, visitors and staff in a professional and courteous manner
Update patient demographics and assist with wayfinding
Main duties of the job
o Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
o Ensure that all patients attending in person are checked in
o Ensure patient information is complete and up to date on the Trust ERS
o Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
o Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
o Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
o Communicate effectively using all available forms of communication
o Be a calm, supportive, flexible and adaptable member of the team
o Deal with all enquiries in a professional and co-operative manner
o Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
o 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
o Provide non-clinical advice and guidance regarding appointments
o Process patient data and appointments using the Trust EPR
o Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
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 and person specification for full role duties and responsibilities***
Job description
Job responsibilities
Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
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 and person specification for full role duties and responsibilities***
Person Specification
Education & Qualifications
Essential
- NVQ Level 3 or equivalent experience
- English at GCSE level
Knowledge & Experience
Essential
- Experience of delivering excellent customer service
- Experience of administrative work
- Experience of working in a constantly changing environment without direct supervision
Desirable
- Cerner /NHS Experience
- Understanding of confidentiality, data protection and safeguarding
Skills Abilities and Attributes
Essential
- Advanced keyboard skills Ability to input electronic data accurately
- Confident user of Excel and Outlook Good level of numeracy skills
- Takes the initiative but works well in a team ? Self-motivated and organised ? Excellent time management skills
- Flexible and able to adapt in order to meet competing priorities and changing work processes
- Willing to work flexible hours in line with the demand of the service
Desirable
- Experience of using Cerner / CRM database software
HEART values
Essential
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork
Person Specification
Education & Qualifications
Essential
- NVQ Level 3 or equivalent experience
- English at GCSE level
Knowledge & Experience
Essential
- Experience of delivering excellent customer service
- Experience of administrative work
- Experience of working in a constantly changing environment without direct supervision
Desirable
- Cerner /NHS Experience
- Understanding of confidentiality, data protection and safeguarding
Skills Abilities and Attributes
Essential
- Advanced keyboard skills Ability to input electronic data accurately
- Confident user of Excel and Outlook Good level of numeracy skills
- Takes the initiative but works well in a team ? Self-motivated and organised ? Excellent time management skills
- Flexible and able to adapt in order to meet competing priorities and changing work processes
- Willing to work flexible hours in line with the demand of the service
Desirable
- Experience of using Cerner / CRM database software
HEART values
Essential
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect, and teamwork
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.
