Job responsibilities
Key Duties:
Postholders
must be able to work on their own initiative when carrying out their usual
duties. Supervision is available as required.
To
ensure that there is good communication between the administration team and the
clinical team so that the department runs smoothly.
To
ensure that all patients are received and directed to the appropriate waiting
area or department, in a courteous and professional manner. The postholder is
often the first point of contact for most patients/visitors attending the
hospital site.
To
ensure that patients demographic details are always kept up to date on the PAS
system, by checking personal details such as name, address, telephone number,
ethnic origin, and GP for any patient attending hospital for an outpatient or
day case episode of care.
To
use the Patient Administration System (Oasis), to book patients into an
outpatient clinic or admit for day case on arrival and to make follow up
outpatient appointment or discharge patients on departure.
To
respond to patient telephone or face to face complaints in the first instance,
seeking support and advice from the team leaders or nurses as appropriate.
To
deal with telephone queries.
Using
the information on the clinic outcome form or agreed protocols, ensure that the
outcome of the clinic attendance is recorded accurately and immediately on PAS.
To
ensure that routine enquiries from patients about their appointments such as
postponing, cancelling or rearranging are all dealt with professionally and
immediately.
To
ensure that Ambulance control and the porters are informed of any passengers
awaiting transport / transfer and advise patients of how to book transport for
their next visit.
To
ensure that any new patients arriving in clinic are registered on the system.
To
ensure that any event case notes leaving the department, are tracked on OASIS
using the correct tracking code, unless going directly for scanning.
To
open and distribute post that may come to the department.
To
ensure that an up-to-date clinic list and vacancy summary list is available for
the clinical staff if required.
Liaise
with clinical staff in outpatient clinics to ensure that a quality service is
provided to patients and to ensure that nurses are kept fully informed of any
general messages or issues regarding appointments or patient concerns.
In
exceptional circumstances where clinical staff are unable to arrive for the
clinic, support the appointments team and nurses with cancelling patients by
telephone at the last minute.
Ensure
that any walk-in / emergency patients arriving in clinic are booked an
appointment immediately onto the PAS system.
Print an outpatient event pack associated with that
appointment/speciality and informs the nursing staff of the patients arrival.
To
ensure that all clinics are cashed up within 24 hours of attendance.
To
ensure that all clinical packs have been made available for all clinics on a day-to-day
basis, printing any packs that have not been delivered for any clinics and
highlighting the missing packs to the Team Leader.
Ensure
computer, printer equipment and stationery is available and working effectively
working, reporting any faults or problems to the team leader.
Work
flexibly within normal clinic hours to ensure that the reception is always
covered and never left unattended.
Notify
the team leader of any foreseen problems that will affect the smooth running of
the department.
To
show new staff how to carry out the basic reception duties and the processes
specifically required for the named reception area.
To
receive validation surveys through the post from patients and update the Trust
Survey database with responses on behalf of the patients on a daily basis.
To
undertake training to become familiar with, and competent in current Booking
Service procedures and practices, to provide an effective, efficient,
courteous, high quality patient access service. This will include recording
data and maintaining data quality on manual and computerised systems in
accordance with agreed policies and procedures.
Carry
out any other duties, within the grade, as requested by the Booking Services
Manager.
Our Shared Values and Behaviours
We are committed to delivering outstanding care and creating
a culture where everyone feels respected, valued and supported. We seek
individuals who share our purpose of helping people live healthier, more
fulfilling lives, and who are motivated by our mission to be the best team we
can be. You will be expected to uphold our values by communicating openly,
acting with kindness, showing respect for others and taking responsibility for
your actions. These values guide how we work together and continually improve
the care we provide.
Our
values are:
Being open and honest
we all communicate clearly and honestly, asking for
help when we need it, and making it easier for the people around us to
share
ideas and concerns.
Ensuring people feel cared
for we all take responsibility
for actively supporting
and nurturing a kind and compassionate environment for ourselves and
others.
Showing respect for
everyone we all act with consideration
and fairness,
valuing each other as individuals and appreciating our different
perspectives.
Standard Clauses:
The purpose of this post should remain constant, but the
duties and responsibilities may vary over time within the overall role and
level of the post. The post holder may
from time to time be asked to undertake other reasonable duties. Any such changes will be made in discussion
with the post holder in the light of service needs.
Competence
The post holder is responsible for limiting their actions to
those which they feel competent to undertake.
If the post holder has any doubts as to their competence during the
course of their duties, then they should immediately speak to their line
manager or supervisor.
Codes of conduct
All employees of the Trust who are required to be registered
with a professional body, to enable them to practise within their profession,
are required to comply with their code of conduct and requirements of their
professional registration. Those staff
that are not required to be registered with a professional body are required to
comply with the Trusts codes of conduct.
Confidentiality
The post holder must maintain confidentiality, security and
integrity of information relating to patients, staff and other Health Service
business.
Records Management
All employees of the Trust are legally responsible for all
records that they gather, create or use as part of their work within the Trust
(including patient, financial, personnel and administrative), whether paper or
computer based. All such records are
considered public records and all employees have a legal duty of confidence to
service users. Employees should consult
their manager if they have any doubt as to the correct management of records
with which they work.
Health and Safety
Employees must be aware of the responsibilities placed on
them under the Health and Safety at Work Act (1974) and the Manual Handling
Operations Regulations (1992) and all relevant Trust Health and Safety Policies
and Guidance. This ensures that the
agreed safety procedures are carried out to maintain a safe environment for
employees, patients and visitors to the Trust.
Infection Control
Employees must accept personal responsibility and
accountability for Infection Prevention and Control practice. Employees should ensure they are familiar
with, and comply with, all relevant Infection Control policies for minimising
the risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatory
updates in Infection Control.
Commitment to Improvement
Our improvement methodology supports delivery of our
strategic objectives by equipping teams with the skills and mindset to drive
continuous improvement. It promotes a shared approach to identifying,
communicating, and measuring change to enhance care quality and safety. You
will be expected to take part in relevant training to support this.
