Outpatient Receptionist

Calderdale and Huddersfield NHS Foundation Trust

This job is now closed

Job summary

The post holder will be required to become fully competent in a range of reception duties, to support the day to day running of Outpatient Reception areas across Calderdale and Huddersfield NHS Foundation Trust, including any off site reception areas if applicable.

They will be required to work in accordance with Trust and National standards, policies and procedures.

The role will require the ability to work in an organised and efficient manner and the post holder must possess effective communication skills.

The post holder will report into the Supervisor/Team Leader and will be required to work closely with all members of the Reception Team.

The post holder needs to be able to provide an excellent service to both external and internal users of the service and to ensure that a complete, effective, and patient focused approach is maintained at all times with flexibility being an important component of the post, training and working across all the sites to cover all reception areas within the Trust as and when required.

Main duties of the job

Answering the phone in a timely, effective and professional manner.

Develop working relationships with colleagues in other departments within the Trust and to assist and advise where necessary.

Data Entry where required on to the Electronic Patient Record (EPR) system.

Assist in the booking of urgent appointments, ensuring all relevant information is enclosed.

Contact patients to confirm appointment dates and time.

Prioritise your workload on a daily basis.

Undertake the scheduling of patients using the systems i.e. KP+ (Knowledge Portal) and any other relevant systems.

Receive and book in patients for clinics on their arrival.

Be responsible for booking transport for patients as necessary, notifying the transport department of any cancellations or changes when required.

Required to deal with confidential matters using discretion and sensitivity.

To Assist with the training of new staff members and shadow/mentor them as part of their induction and training programme.

To act as a point of contact in the absence of a supervisor

Keeping the working environments always tidy and highlighting any health & safety issues.

Flexibility of working is essential to train and cross cover all Outpatient Reception areas.

Seek advice and support from Line Manager whenever necessary.

Maintain professional conduct including appearance at all times.

Any other duties within the scope of the grade at the discretion of Supervisor/Manager.

About us

We employ more than 6,500 staffwho deliver compassionate care from our two main hospitals,Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, healthcentres and in patients' homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.

We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children's and young people's services; end of life care and outpatient and diagnostic imaging services.

We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. These include Todmorden Health Centre and Broad Street Plaza.

We continue to modernise and invest in our health services to build on our strong reputation.Foundation trusts are public leaders in improving quality in health services. They are part of the NHS- yet decisions about what they do and how they do it are driven by independent boards. Boardslisten to their Council of Governors and respond to the needs of their members - patients, staff andthe local community.

Foundation trusts provide what the health service wants, yet are also free to invest quickly in thechanges to the local community needs, in striving to be the best, and in putting their patients first.

Date posted

17 January 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum, pro rata

Contract

Fixed term

Working pattern

Full-time, Flexible working

Reference number

372-FSS2673

Job locations

Cross Site

HX3 0PW

Job description

Job responsibilities

Dealing with telephone, written, electronic enquires from external and internal sources as appropriate.

Be responsible cancelling and re book appointments resulting from a patient-initiated cancellation.

Undertake training as required and to support new initiatives.

Be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet with the 18-week referral to treatment pathways.

Proactively encourage the recording of mobile numbers to improve our text reminder service.

Ensure that communication links are maintained with internal staff, GPs, Patients and other organisations to ensure swift resolution of any potential appointment/clinic/reception issues.

Comply with all Trust policies, procedures, and protocols.

Carry out duties with due regard to the Trusts Equal Opportunity Policy.

Participate annually identifying, developing, and agreeing your own development plan with your Line Manager using the Trust Appraisal.

Job description

Job responsibilities

Dealing with telephone, written, electronic enquires from external and internal sources as appropriate.

Be responsible cancelling and re book appointments resulting from a patient-initiated cancellation.

Undertake training as required and to support new initiatives.

Be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet with the 18-week referral to treatment pathways.

Proactively encourage the recording of mobile numbers to improve our text reminder service.

Ensure that communication links are maintained with internal staff, GPs, Patients and other organisations to ensure swift resolution of any potential appointment/clinic/reception issues.

Comply with all Trust policies, procedures, and protocols.

Carry out duties with due regard to the Trusts Equal Opportunity Policy.

Participate annually identifying, developing, and agreeing your own development plan with your Line Manager using the Trust Appraisal.

Person Specification

QUALIFICATIONS / TRAINING

Essential

English and Math GCSE grade 9-2 (A*-E) or equivalent or high level of literacy and numeracy skills demonstrated within application
Willingness to undertake any training or development relevant to the role

Desirable

Customer focused training already undertaken

KNOWLEDGE, EXPERIENCE & EXPERTISE

Essential

An awareness of the importance of maintaining patient confidentiality at all times.
Experience of working within in a customer focused setting
Previous clerical experience in an office/admin/reception environment
Motivation to develop the role and themselves within the role
Excellent computer skills with knowledge of Microsoft packages
Problem solving skills
Ability to prioritise and meet deadlines
Good organisational skills
Be innovative and proactive
To be able to ensure Quality Assurance throughout the Service Delivery process
Be goal oriented to ensure work is processed to targets set by management and in line with agreed processes and procedures.
Highly motivated
Helpful manner

Desirable

Experience of working within an office-based NHS setting
Knowledge of the Cerner EPR system including Knowledge of the booking process

COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)

Essential

Good communication written and verbal skills
Ability to work effectively as part of a team to deliver the service

Person Specification

QUALIFICATIONS / TRAINING

Essential

English and Math GCSE grade 9-2 (A*-E) or equivalent or high level of literacy and numeracy skills demonstrated within application
Willingness to undertake any training or development relevant to the role

Desirable

Customer focused training already undertaken

KNOWLEDGE, EXPERIENCE & EXPERTISE

Essential

An awareness of the importance of maintaining patient confidentiality at all times.
Experience of working within in a customer focused setting
Previous clerical experience in an office/admin/reception environment
Motivation to develop the role and themselves within the role
Excellent computer skills with knowledge of Microsoft packages
Problem solving skills
Ability to prioritise and meet deadlines
Good organisational skills
Be innovative and proactive
To be able to ensure Quality Assurance throughout the Service Delivery process
Be goal oriented to ensure work is processed to targets set by management and in line with agreed processes and procedures.
Highly motivated
Helpful manner

Desirable

Experience of working within an office-based NHS setting
Knowledge of the Cerner EPR system including Knowledge of the booking process

COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)

Essential

Good communication written and verbal skills
Ability to work effectively as part of a team to deliver the service

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.