Administration & Receptionist

Job summary

Job Summary

Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service

Record all outpatient attendances (cashing-up) on the Patient Access System

Book follow-up appointments, discharge back to the GP and/or add to waiting lists

File documents according to Information Governance policy

Communicate with patients, visitors and staff in a professional and courteous manner

Communicate effectively using all available forms of communication

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

Main duties of the job

o Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes

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

o Ensure that all patients attending in person are checked in

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

o Identify, investigate and correct ERS 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 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

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.