Job summary
Do you
have a friendly and engaging personality?
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The role of Administration
Officer & Receptionist, Access Booking and Choice, is a very busy but enjoyable role and you
will work within a team of supportive staff members covering reception desks
Trust wide (Pinderfields, Pontefract & Dewsbury Hospitals). We have
full-time vacancies within our Team. The posts are based within Mid Yorkshire
Hospital NHS Trust and you will be expected to provide cross-site cover on all
sites, as per service requirement.
You will be required to use
multiple IT systems and will need to have a professional appearance. This role
is very rewarding and a great opportunity to be part of the wonderful work
carried out by our Teaching Trust. As a Teaching Trust we encourage staff
development and welcome staff who are wishing to progress their careers
further.
Please note, the working pattern
for this post is 5 over 7 days including evenings and weekends.
- We have five Full Time 37.5
Hours, positions available.
- If shortlisted please be advised
that Interviews will be held at Pinderfields General Hospital (PGH), Face to
Face only
- Please be advised Parking space
is limited
Please contact - Ellen Devonport
(Team Leader) on 07935 009697 or Ellen.Devonport@nhs.net to discuss the role
further. We do strongly encourage all applicants should they wish, to contact
ourselves for an informal visit.
Main duties of the job
As a Receptionist/Administration
Officer, you will be expected to meet and greet patients for their
appointments, attend the patients on the IT systems and outcome the appointment
accordingly as instructed by the clinician, plus a variety of other roles detailed
within the Job Description/Person Specification. Previous experience of
Customer Service is desirable, but not essential, as all training will be given
You will also have to book follow
up appointments for patients and escalate any capacity issues where you are
unable to book the appointment. Liaising with all levels of staff across the
Trust will be a daily task so you must have good customer service skills and
communication skills.
We use many IT Systems within the
Trust and you will undergo extensive training to be able to use these.
Therefore, you will be required to be IT literate.
The role does presently include
Saturday working, but please be advised the role is 5 days over 7 including
Evenings and Weekends.
About us
We provide care and support to over million people in
Wakefield and Kirklees in their homes, community settings and across our three
hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If you
share our values and you want to make a difference to the lives of our patients
and their families and carers, we would love to hear from you.
Job description
Job responsibilities
Develop and maintain the
ability to use and navigate a range of computer system simultaneously, including
the Patient Administration Systems, Electronic Patient Record, Patient
Call System and Order Comms System.
Responsible for entering data
into the Patient Administration System diligently ensuring outcomes and
procedure codes support the Trust in accurately recording activity within
the Outpatient setting.
The post holder will be
responsible, where required, for registering new patients and adding their
referrals to Patient Administration System ensuring this is linked to the
correct patient pathway alongside collating the required documentation.
Book patient appointments
using the Patient Episode Screen, ensuring appointments are made on the
correct episode and with the correct consultation media selected.
Demonstrate good
understanding and knowledge of National Targets and local process in
support of the referral to treatment pathway, cancer and acute pathways,
clinical procedure and outcome codes alongside clinic practices.
To support patients overcoming
barriers to communication e.g cultural, language, hearing impairments,
physical or learning disabilities.
Responsible for
ascertaining the Overseas Status of each patient and recorded in the
Patient Administration System, using a defined set of questions,
delivering these to the patient in a professional and courteous manner.
Where necessary escalate any concerns to the Overseas Team, thus aiding
the Trust to redeem chargeable activities.
Respond professionally to
patient enquiries in the waiting areas regarding length of wait for
appointment. Also advise on social distancing measures in place, escalating
as required to the appropriate member of staff.
Develop knowledge of a wide
range of specialties to enable accurate booking of appointments, on
correct episodes and pathway in line with Trust guidelines and Standard
Operating Procedures.
The post holder will be
required to work across sites on a rota basis and across different desk
areas and covering different specialties.
The environment is fast
paced therefore the post holder will be required to manage competing
demands whilst multitasking and the possibility of multiple interruptions
using appropriate and timely escalation to line manager for support and
guidance.
Ensure outcome forms, both
received from the patient and in electronic version via a digital workflow
are managed efficiently ensuring the patients outcome code and procedure
coding marked by the clinician is logged accurately thus ensuring the
patient receives the correct pathway of care.
Using the Patient Episode
Screen, ensure the correct patients episode and pathway is closed on the
PAS system if required on the outcome of their discharge.
Admitting and discharging
patients from the waiting list on the PAS system, on completion of their
treatment in the outpatient setting.
Communicate empathetically
and professionally with patients in all scenarios particularly when
dealing with issues of a sensitive nature or in a difficult situation.
Follow the correct process
for patients who fail to attend their appointment (DNA) based on the
clinical validation to ensure the correct codes and due date are input to
ensure patients follow their correct pathway. Also ensuring Clinicians are
informed of consecutive DNA or cancellations.
If capacity allows, and within specialty
guidelines, ensure any further appointments are made for the patient prior to
them leaving the department. Where there is insufficient capacity ensure the
escalation process to the specialty service is undertaken.
Liaise with members of the multi-disciplinary
team for issues including missing information on outcome forms and insufficient
capacity to book as required appointment under 6 weeks following the escalation
process as instructed.
When undertaking any
action or contact with a patient, ensure any specific requirements are
undertaken including transport; interpreters, patient communication needs
etc.
Maintain patient
confidentiality by ensuring all patient records are managed and stored safely.
When checking information
on the PAS system, as the patient attends clinic, ensure any alerts are
noted as to their personal specific requirements alerting clinicians to
any relevant information ie safeguarding.
Develop effective working
relationships and communication with the multidisciplinary team, liaising where
necessary regards the needs of the patient.
Adhere to trust policy for
GDPR and confidentiality at all times when handling sensitive and
confidential information.
Assist in the training of
new colleagues, offering ongoing support.
Ensure smooth running of
all processes related to patients attending outpatient clinics including
preparing for the following days clinics.
Ensure the reception areas
are kept tidy and manageable at all times.
Job description
Job responsibilities
Develop and maintain the
ability to use and navigate a range of computer system simultaneously, including
the Patient Administration Systems, Electronic Patient Record, Patient
Call System and Order Comms System.
Responsible for entering data
into the Patient Administration System diligently ensuring outcomes and
procedure codes support the Trust in accurately recording activity within
the Outpatient setting.
The post holder will be
responsible, where required, for registering new patients and adding their
referrals to Patient Administration System ensuring this is linked to the
correct patient pathway alongside collating the required documentation.
Book patient appointments
using the Patient Episode Screen, ensuring appointments are made on the
correct episode and with the correct consultation media selected.
Demonstrate good
understanding and knowledge of National Targets and local process in
support of the referral to treatment pathway, cancer and acute pathways,
clinical procedure and outcome codes alongside clinic practices.
To support patients overcoming
barriers to communication e.g cultural, language, hearing impairments,
physical or learning disabilities.
Responsible for
ascertaining the Overseas Status of each patient and recorded in the
Patient Administration System, using a defined set of questions,
delivering these to the patient in a professional and courteous manner.
Where necessary escalate any concerns to the Overseas Team, thus aiding
the Trust to redeem chargeable activities.
Respond professionally to
patient enquiries in the waiting areas regarding length of wait for
appointment. Also advise on social distancing measures in place, escalating
as required to the appropriate member of staff.
Develop knowledge of a wide
range of specialties to enable accurate booking of appointments, on
correct episodes and pathway in line with Trust guidelines and Standard
Operating Procedures.
The post holder will be
required to work across sites on a rota basis and across different desk
areas and covering different specialties.
The environment is fast
paced therefore the post holder will be required to manage competing
demands whilst multitasking and the possibility of multiple interruptions
using appropriate and timely escalation to line manager for support and
guidance.
Ensure outcome forms, both
received from the patient and in electronic version via a digital workflow
are managed efficiently ensuring the patients outcome code and procedure
coding marked by the clinician is logged accurately thus ensuring the
patient receives the correct pathway of care.
Using the Patient Episode
Screen, ensure the correct patients episode and pathway is closed on the
PAS system if required on the outcome of their discharge.
Admitting and discharging
patients from the waiting list on the PAS system, on completion of their
treatment in the outpatient setting.
Communicate empathetically
and professionally with patients in all scenarios particularly when
dealing with issues of a sensitive nature or in a difficult situation.
Follow the correct process
for patients who fail to attend their appointment (DNA) based on the
clinical validation to ensure the correct codes and due date are input to
ensure patients follow their correct pathway. Also ensuring Clinicians are
informed of consecutive DNA or cancellations.
If capacity allows, and within specialty
guidelines, ensure any further appointments are made for the patient prior to
them leaving the department. Where there is insufficient capacity ensure the
escalation process to the specialty service is undertaken.
Liaise with members of the multi-disciplinary
team for issues including missing information on outcome forms and insufficient
capacity to book as required appointment under 6 weeks following the escalation
process as instructed.
When undertaking any
action or contact with a patient, ensure any specific requirements are
undertaken including transport; interpreters, patient communication needs
etc.
Maintain patient
confidentiality by ensuring all patient records are managed and stored safely.
When checking information
on the PAS system, as the patient attends clinic, ensure any alerts are
noted as to their personal specific requirements alerting clinicians to
any relevant information ie safeguarding.
Develop effective working
relationships and communication with the multidisciplinary team, liaising where
necessary regards the needs of the patient.
Adhere to trust policy for
GDPR and confidentiality at all times when handling sensitive and
confidential information.
Assist in the training of
new colleagues, offering ongoing support.
Ensure smooth running of
all processes related to patients attending outpatient clinics including
preparing for the following days clinics.
Ensure the reception areas
are kept tidy and manageable at all times.
Person Specification
Experience
Essential
- Experience of working with a variety of Computer software programmes.
- Working in a demanding environment.
- Experience of face to face customer service.
- Have the ability to follow written information.
Desirable
- Use of a Patient Administration System.
- Working knowledge of Microsoft Office.
Qualifications
Essential
- Sound educational background 5 GCSEs Grade C or above or equivalent knowledge.
- Good written and verbal English.
- NVQ 2 Customer Care, equivalent experience or other relevant qualification.
Desirable
- ECDL or equivalent.
- NVQ 3 Customer Care.
Knowledge & Awareness
Essential
- Knowledge of GDPR and awareness of confidentiality.
- Awareness of own limitations.
- Demonstrate knowledge of dealing with sensitive and potentially conflicting situations
Desirable
- Basic knowledge of the 18 week referral to treatment pathway
- Basic knowledge of medical terminology.
Skills & Abilities
Essential
- Excellent organisational skills.
- Excellent communication skills.
- Able to work effectively across departmental boundaries.
- Ability to converse with patients, staff and visitors, in person or over the telephone with tact and sensitivity.
- Demonstrate the ability to communicate empathetically and with the ability to overcome barriers of understanding.
- High standard of accuracy.
- Ability to adapt to change in an environment that can be disruptive.
- Ability to cope under pressure.
- Ability to prioritise workload whilst working on a reception desk independently.
Personal Attributes
Essential
- Confidence in own abilities.
- Self-motivated.
- Good team worker.
- Flexible approach to working arrangements.
- Aptitude for using initiative and problem solving.
- Polite and friendly manner.
- Willingness to undertake training and personal development.
Person Specification
Experience
Essential
- Experience of working with a variety of Computer software programmes.
- Working in a demanding environment.
- Experience of face to face customer service.
- Have the ability to follow written information.
Desirable
- Use of a Patient Administration System.
- Working knowledge of Microsoft Office.
Qualifications
Essential
- Sound educational background 5 GCSEs Grade C or above or equivalent knowledge.
- Good written and verbal English.
- NVQ 2 Customer Care, equivalent experience or other relevant qualification.
Desirable
- ECDL or equivalent.
- NVQ 3 Customer Care.
Knowledge & Awareness
Essential
- Knowledge of GDPR and awareness of confidentiality.
- Awareness of own limitations.
- Demonstrate knowledge of dealing with sensitive and potentially conflicting situations
Desirable
- Basic knowledge of the 18 week referral to treatment pathway
- Basic knowledge of medical terminology.
Skills & Abilities
Essential
- Excellent organisational skills.
- Excellent communication skills.
- Able to work effectively across departmental boundaries.
- Ability to converse with patients, staff and visitors, in person or over the telephone with tact and sensitivity.
- Demonstrate the ability to communicate empathetically and with the ability to overcome barriers of understanding.
- High standard of accuracy.
- Ability to adapt to change in an environment that can be disruptive.
- Ability to cope under pressure.
- Ability to prioritise workload whilst working on a reception desk independently.
Personal Attributes
Essential
- Confidence in own abilities.
- Self-motivated.
- Good team worker.
- Flexible approach to working arrangements.
- Aptitude for using initiative and problem solving.
- Polite and friendly manner.
- Willingness to undertake training and personal development.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
