Job summary
Provide a warm and professional welcome to all patients, visitors, and staff, ensuring a positive first impression of the Private Care Department.
Main duties of the job
Provide a warm and professional welcome to all patients, visitors, and staff, ensuring a positive first impression of the Private Care Department.
Handle incoming calls and face-to-face inquiries efficiently, directing them to the appropriate departments or individuals.
Manage the reception area, ensuring it is clean, tidy, and well-organised at all times.
Schedule and confirm appointments, ensuring all relevant information is accurately recorded and communicated.
Maintain high standards of data quality, ensuring all patient information is entered promptly and accurately.
Prepare and distribute daily schedules to relevant parties.
Act as the point of contact for patient information and ensure compliance with all relevant regulations and standards.
Prepare and maintain the consulting rooms ahead of outpatient clinics.
Support the Private Care Head of Operations in maintaining a high-quality service.
Provide cross-cover for absent administrative colleagues as required.
1Manage the timely export of charge sheets to Private Care's outsourced billing provider
Use computerised patient management systems to collect, retrieve, and enter patient data, ensuring timely updates and communication of any changes.
Participate in ad hoc projects and tasks as required.
About us
RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world's most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/
Job description
Job responsibilities
- Use Trust IT systems to ensure relevant and appropriate patient information is entered and captured.
- Handle and distribute post within the department.
- Photocopy documents as required.
- Actively participate within allocated teams to ensure duties and responsibilities are equally shared, including covering staff absences.
- Monitor own workload and escalate to your manager if performance is below the required level.
- Report any problems relevant to the department to the Private Care Manager and log issues to Estates or Digital Services.
- Demonstrate high levels of customer care and be an ambassador for customer care within the trust.
- Adhere to the Trust Policies and Procedures that are relevant to the department and Trust.
- Undertake mandatory training required for the role to ensure up-to-date knowledge of Trust-wide values.
- Any other duties as may be appropriate to the post.
Job description
Job responsibilities
- Use Trust IT systems to ensure relevant and appropriate patient information is entered and captured.
- Handle and distribute post within the department.
- Photocopy documents as required.
- Actively participate within allocated teams to ensure duties and responsibilities are equally shared, including covering staff absences.
- Monitor own workload and escalate to your manager if performance is below the required level.
- Report any problems relevant to the department to the Private Care Manager and log issues to Estates or Digital Services.
- Demonstrate high levels of customer care and be an ambassador for customer care within the trust.
- Adhere to the Trust Policies and Procedures that are relevant to the department and Trust.
- Undertake mandatory training required for the role to ensure up-to-date knowledge of Trust-wide values.
- Any other duties as may be appropriate to the post.
Person Specification
Communication & Relationship Skills
Essential
- Excellent communication skills and use of written and spoken English
- Ability to communicate with individuals at all levels
- Excellent customer service
Desirable
- Ability to work within a multidisciplinary team
Knowledge, Training & Experience
Essential
- Good level of general education, English Language and maths GCSE equivalent
- Educated to NVQ in customer care or equivalent experience
- Experience working within private healthcare sector
Desirable
- Knowledge of iCS & NoteOn RSA 1 and/or 2 Computer literate with Microsoft and associated software package skills
Analytical & Judgment Skills
Essential
- Excellent administrative and organisation skills
- Ability to work unsupervised and use own initiative
- Ability to prepare clear and accurate information
- Problem solving skills
- Understanding of data confidentiality procedures
Desirable
- Knowledge of Government and Local Targets
Planning & Organisational Skills
Essential
- Prioritising unpredictable workload
- Flexible approach to working
- Effective time management
- Ability to plan and deliver within tight timescales
- Ability to work on own initiative with sound decision-making
IT skills
Essential
- Good IT skills in Excel and Word
- Accurate keyboard skills
- Computer literate
Desirable
- Knowledge of data bases and collating reports
Person Specification
Communication & Relationship Skills
Essential
- Excellent communication skills and use of written and spoken English
- Ability to communicate with individuals at all levels
- Excellent customer service
Desirable
- Ability to work within a multidisciplinary team
Knowledge, Training & Experience
Essential
- Good level of general education, English Language and maths GCSE equivalent
- Educated to NVQ in customer care or equivalent experience
- Experience working within private healthcare sector
Desirable
- Knowledge of iCS & NoteOn RSA 1 and/or 2 Computer literate with Microsoft and associated software package skills
Analytical & Judgment Skills
Essential
- Excellent administrative and organisation skills
- Ability to work unsupervised and use own initiative
- Ability to prepare clear and accurate information
- Problem solving skills
- Understanding of data confidentiality procedures
Desirable
- Knowledge of Government and Local Targets
Planning & Organisational Skills
Essential
- Prioritising unpredictable workload
- Flexible approach to working
- Effective time management
- Ability to plan and deliver within tight timescales
- Ability to work on own initiative with sound decision-making
IT skills
Essential
- Good IT skills in Excel and Word
- Accurate keyboard skills
- Computer literate
Desirable
- Knowledge of data bases and collating reports
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.
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Employer details
Employer name
Royal National Orthopaedic Hospital NHS Trust
Address
Private Care 4th Floor, The Stanmore Building
Brockley Hill
Stanmore
HA7 4LP
Employer's website
https://www.rnoh.nhs.uk/ (Opens in a new tab)
