Job summary
A great opportunity has arisen to join our centralised outpatients team as a Receptionist!
Centralised Outpatient Services at North Bristol NHS Trust support the clinical divisions and specialties to administer their outpatient services. The service comprises our patient-facing Reception Team, our telephone and email-based Patient Contact Centre and our administrative Booking and Referrals Teams.
This is a dynamic service with opportunities for future development for staff who excel in their roles. This is a patient-focused environment, where we are committed to supporting professional growth and career progression.
Interviews will take place in person, unfortunately remote interviews will not be accepted. Applicants will also be required to complete a literacy test and an IT skills assessment as part of the selection process.
Main duties of the job
Patients are sometimes nervous and confused when they attend a hospital, and being greeted by a Receptionist who is professional and helpful makes a real difference.
The efficiency of the Receptionist in the outpatient environment ensures that patients are promptly booked in and checked out of clinics, and that associated queries are dealt with, such as patient transport issues.
As well as the first point of contact on-site in the hospital, the Receptionist is often also the last point of contact. The post holder ensures processes are followed, and when this is not the case, that issues are escalated appropriately. They are also responsible for administratively outcoming the clinical decision agreed with the patient.
Post holders are required to have well developed communication skills as not only will you deal with patients and carers, but you will be in regular contact with nurses and doctors. You will also be required to be/become proficient in the use of the IT Patient Administration System (PAS).
Centralised Outpatient Services at North Bristol NHS Trust cover many outpatient locations in the Brunel Building, Cossham Hospital and other peripheral outpatient location, and staff can be asked to rotate.
About us
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Job description
Job responsibilities
Please refer to the job description attached for a full list of responsibilities
To welcome patients, carers and visitors to various specialty appointments within the Trust. To be polite and friendly, dealing with queries in an efficient and timely manner. To ensure patient information is kept confidential and not shared with others. To respond to queries from patients, carers and visitors. To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues. To keep patients informed if the clinics are overrunning. To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention. To oversee patients awaiting transport, and liaise with the transport department in relation to patients still waiting. To hand over the care of patients awaiting transport at the end of the working day to the appropriate team ie, Discharge Lounge or Nurse in Charge. To take and action internal calls on the reception desk. To assist in quieter times with the packing and posting of letters to patients. To follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines. To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.
Job description
Job responsibilities
Please refer to the job description attached for a full list of responsibilities
To welcome patients, carers and visitors to various specialty appointments within the Trust. To be polite and friendly, dealing with queries in an efficient and timely manner. To ensure patient information is kept confidential and not shared with others. To respond to queries from patients, carers and visitors. To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues. To keep patients informed if the clinics are overrunning. To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention. To oversee patients awaiting transport, and liaise with the transport department in relation to patients still waiting. To hand over the care of patients awaiting transport at the end of the working day to the appropriate team ie, Discharge Lounge or Nurse in Charge. To take and action internal calls on the reception desk. To assist in quieter times with the packing and posting of letters to patients. To follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines. To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.
Person Specification
Education/training
Essential
- GCSE or equivalent qualifications, to include English Language and Mathematics
- IT literate eg, email, word processing, with experience of inputting data into a computer system
Desirable
- Have an understanding of outpatient department and/or a fundamental understanding of the NHS
- NVQ 2 Level 2 Customer Service
Work Experience
Essential
- Dealing with numerous queries at one time, face to face and over the telephone
- Experience of general office administrative and clerical duties and equipment
- Experience of customer services
- Working knowledge of Microsoft Office packages eg, Word, Outlook etc
Desirable
- Working knowledge of a hospital PAS system
Knowledge/Skills/Abilities
Essential
- Good written and verbal communication skills
- Able to deal with day to day duties and tasks in a calm and organised approach
- Able to multitask and work under pressure
- Able to put in place and follow processes and procedures
- Able to undertake, absorb and put into practice training
Desirable
- Able to work flexibly to meet the needs of the service
- Able to work as independently as well as part of a wider team
Person Specification
Education/training
Essential
- GCSE or equivalent qualifications, to include English Language and Mathematics
- IT literate eg, email, word processing, with experience of inputting data into a computer system
Desirable
- Have an understanding of outpatient department and/or a fundamental understanding of the NHS
- NVQ 2 Level 2 Customer Service
Work Experience
Essential
- Dealing with numerous queries at one time, face to face and over the telephone
- Experience of general office administrative and clerical duties and equipment
- Experience of customer services
- Working knowledge of Microsoft Office packages eg, Word, Outlook etc
Desirable
- Working knowledge of a hospital PAS system
Knowledge/Skills/Abilities
Essential
- Good written and verbal communication skills
- Able to deal with day to day duties and tasks in a calm and organised approach
- Able to multitask and work under pressure
- Able to put in place and follow processes and procedures
- Able to undertake, absorb and put into practice training
Desirable
- Able to work flexibly to meet the needs of the service
- Able to work as independently as well as part of a wider team
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.
