Receptionist/Appointments Clerk

Worcestershire Acute Hospitals NHS Trust

This job is now closed

Job summary

An exciting patient facing opportunity has arisen for motivated and enthusiastic staff members to come and join our Radiology Administrative Team. We are looking to recruit reception staff to cover our main X-ray and MRI Receptions at the Alexandra Hospital, together with covering our busy Reception at the Princess of Wales Community Hospital in Bromsgrove, therefore a willingness to travel is essential.

The role is primarily to welcome patients, carers, relatives, visitors and other health care staff to our department in a polite, courteous and professional manner. You will need to ensure you are patient focused at all times and greet patients with a smile. There will be an element of appointment booking within the role but full training will be given on every aspect. The post holder will have excellent communication and interpersonal skills; they will understand the need to respect confidentiality and have an excellent telephone manner. Our new team members will be able to organise and prioritise their work schedule and be able to work on their own initiative.

Main duties of the job

The post holders will provide reception and administrative duties to ensure the smooth day to day running of the work environment. Work with colleagues in establishing and maintaining administrative procedures to promote patient satisfaction, respecting the confidential nature of information to the Trust, its staff and patients. To participate in training and development programmes as necessary. Ensure the delivery of the quality strategy within the designated area incorporating establishment of systems and processes.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is nearly 6,800 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

Best services for local people
Best experience of care and best outcomes for our patients
Best use of resources
Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Date posted

26 February 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

C9365-24-0150

Job locations

The Alexandra Hospital

Woodrow Drive

Redditch

Worcestershire

B98 7UB

Princess of Wales Community Hospital

Stourbridge Road

Bromsgrove

B61 0BB

Job description

Job responsibilities

Post Title: Radiology Receptionist

Pay Band: 2

Hours: Full/Part-time

Contract: Permanent

Location / Department:

You will be allocated a base site, however, you will be expected to support on a Countywide basis as per service requirements.

Accountable to: Directorate Manager

Reports to: Office Manager

Ref:

Key Working Relationships:

Internal:

Consultants, medical staff both inside and outside the department, other health care professionals, Medical secretaries, ward clerks, patients and relatives.

External: Variety of healthcare professionals from both within and external to the hospital, patients and relatives.

Risk Assessment:

Working with display screen equipment for prolonged periods and some manual handling.

Job Purpose:

To provide a front of House reception service for patients attending for all Radiology imaging. Reflecting the commitment of the Directorate to customer care, quality and ensuring that all visitors are greeted in a welcoming manner.

To provide and take a proactive role in prioritising the delivery of an effective and efficient appointments /reception service for the Radiology department, responding to the changing demands of the service ensuring high professional standards at all times.

To work as a team member, implementing any improvements to the efficiency and quality of the service, and develop competencies in all areas, whilst also keeping up-to-date in their role and providing on-going support to colleagues.

Make (non-complex) appointments, book patients in at the reception, and liaise with staff in the department.

Key Duties:

Responsible for the registration of patients who attend for examination, using the Radiology Information System (RIS) to check patient data is correct in accordance with department protocols, where necessary updating such information (including updating the Trust PAS), checking that the

examinations have not been done elsewhere in the Trust. Complying with IR (ME)R regulations as advised by the Office Manager.

Responsible for alerting clinical staff with regards to any patient alarms as indicated on RIS or advised by the patient or referrer.

Liaising with diagnostic rooms in cases of delays or sudden peaks in patient arrivals. Ascertaining the needs of patients and visitors and taking appropriate action, such as advising on waiting times and how to obtain results of examinations.

Ensuring that the post is open and distributed promptly

Ensuring that all paper referrals received are date stamped and then entered onto RIS in a timely fashion prior to the appointment letter being sent.

Checking for electronic requests (ICE) for ward patients in particular and ensuring these are accepted promptly and flagged with the relevant clinical team, and added to Waiting List or Request Lists as per departmental processes for each modality

Clearing any orders in the ICE deferred to ensure patients are seen promptly

Dealing with telephone and reception queries from patients, staff and General Practitioners. This may include advice regarding preparation for special examinations and taking details for cancellations and ensuring they are acted upon and RIS is updated accordingly.

Assisting relatives in locating patients whereabouts by using RIS and Patient Administration System (OASIS) but ensuring that patient confidentiality is maintained.

Updating RIS system when notified of patients that have died and flagging any outstanding booked or waiting to be booked appointments.

Taking contact telephone numbers for SMS reminders from patients who attend and asking GP walk-in patients if they are happy to participate. Amending OASIS with details of contact numbers

Ensuring that the reception is adequately staffed and informing the Office Manager of any problems.

Attend and contribute to staff meetings.

Being flexible and assisting the team of receptionists in covering all areas during leave/sickness.

Appointments:

To make simple/non-complex appointments appropriate to their urgency/priority, ensuring patients are seen in chronological order.

To book and co-ordinate patient appointments for investigations and liaise with other departments for combined appointments.

To effectively liaise with other department managers and other multidisciplinary colleagues.

Dealing with electronic orders for one stop clinics, making sure they are allocated the appropriate appointment date and time in readiness for the patient to attend.

Ensure DNA (non attendance) notifications are sent to referrer promptly via generic email after checking patient data and ensuring appointment letter has been sent correctly. Ensuring that any urgent patient is offered another appointment via telephone contact to establish if the appointment is still required.

Change appointments if requested and ensure the CRIS system is updated detailing reason for cancellation. Ensuring that any electronic or paper diaries are also updated.

Ensure Appointment rooms are not overbooked except where there is prior agreement.

Scanning in any clinical paperwork requested by the clinical team. Also arranging to scan in letters and other patient information against the correct patient and exam event.

Referrals:

To ensure all referral forms and appointments are dealt with effectively, recognising trends and proposing action required to effect change

On receipt of a referral into the Radiology Department, check the CRIS to see if patient is already registered; if there is any doubt that it is the same patient or any data is missing check details with patient or GP or refer to office manager.

General Responsibilities:

To ensure all documents for reception/appointments office are completed in a timely and efficiently manner and filed accurately.

To demonstrate a wide range of problem solving skills involving allocation and prioritising of work load.

To promote excellent working relations in order to deliver a high quality service.

Ensure that confidential waste is dealt with daily and appropriately.

At all times adopt a flexible, positive and energetic approach to work so that the Services of the Department of Radiology are promoted..

To be familiar with and adhere to Trust and departmental policies and operational procedures

To keep up to date/trained with on new procedures and systems within the department and the Trust

To cover the departments opening hours, lunch and tea breaks. To assist in out of hours work (if required) on a voluntary basis to ensure cover is provided. Offering cover to other sites as and when needed.

In the event of equipment breakdown e.g. Office equipment. Notify the relevant technical support of the fault and ensure colleagues of such an event are updated. Should persistent breakdown Office Manager to be informed.

To ensure a clean, tidy and safe environment in liaison with domestic services, and works and be responsible for the well-being of any personnel and visitors to the Department

To keep patients informed of any expected waiting periods and delays to appointment times on arrival at reception.

To participate in the departmental appraisal programme.

To undertake other duties as and when required due to changing demands of the service / department as instructed by the Office Manager.