Job summary
The post holder will be responsible for providing a comprehensive and patient orientated reception and booking service for the imaging/centralised booking office.
This is a multi-skilled role and the post holder will be expected to rotate on a regular basis between back office and front of house duties.
For those who will have a reception function this will require a high level of face to face contact involving meet and greet as well as the processing of requests/referrals at front of house. The post holder will be expected to work with some unsupervised periods of time and use their judgement to make immediate, patient related decisions as necessary.
The post holder will be required to liaise with a variety of clinic and non-clinical staff both inside and outside the trust to facilitate the effective and efficient management of waiting lists and appointment booking systems.
Please see the Job Description and Person Specification for further details.
Main duties of the job
- Schedule and process all referrals / requests within defined timescales ensuring that all details are entered correctly on to relevant Trust information systems.
- Ensure that patients are offered appointments within the statutory waiting times including urgent and cancer referrals.
- Provide an efficient and friendly telephone services to patients, and other callers both internal and external to Trust.
- Where required contact patients directly to offer, reschedule, cancel appointments or confirm attendance.
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
- At reception deal face to face with patient and visitor enquiries relating to department matter and when necessary use judgment to deal with problems or seek further advice and assistance.
- Where necessary advise ward staff of any patient preparation for forthcoming procedures and complete relevant check lists.
- Ensure timely vetting of all referrals by appropriate clinician/health professional.
- As required ascertain from patients, carers or ward staff any medical condition that may affect their appointment/admission.
- Where necessary and after taking into account any medical condition book examinations requiring a directly booked appointment into appropriate slots according to type and availability.
Please see the Job Description and Person Specification for further details.
Job description
Job responsibilities
- At reception deal face to face with patient and visitor enquiries relating to department matter and when necessary use judgment to deal with problems or seek further advice and assistance.
- Where necessary advise ward staff of any patient preparation for forthcoming procedures and complete relevant check lists.
- Ensure timely vetting of all referrals by appropriate clinician/health professional.
- As required ascertain from patients, carers or ward staff any medical condition that may affect their appointment/admission.
- Where necessary and after taking into account any medical condition book examinations requiring a directly booked appointment into appropriate slots according to type and availability.
Please see the Job Description and Person Specification for further details.
Person Specification
Communication & Relationship Skills
Essential
- Good communication and interpersonal skills
- Good organisation skills
- Ability to prioritise workload
- Ability to work well in a team and also on own initiative
Knowledge, Training & Experience
Essential
- Good level of general education, grade c or above in English language and maths GCSE equivalent
- Experience of working within the NHS or a large organisation of similar size and volume of
- Excellent administrative and organisation skills
- Ability to work unsupervised and use own initiate
Desirable
- Knowledge, Training & Experience
- Knowledge of ICS/RIS/Insight/ ICE or similar information systems that support the business function in the NHS
Planning & Organisational Skills
Essential
- Management of own office environment and workload
- Happy to provide cross cover
Person Specification
Communication & Relationship Skills
Essential
- Good communication and interpersonal skills
- Good organisation skills
- Ability to prioritise workload
- Ability to work well in a team and also on own initiative
Knowledge, Training & Experience
Essential
- Good level of general education, grade c or above in English language and maths GCSE equivalent
- Experience of working within the NHS or a large organisation of similar size and volume of
- Excellent administrative and organisation skills
- Ability to work unsupervised and use own initiate
Desirable
- Knowledge, Training & Experience
- Knowledge of ICS/RIS/Insight/ ICE or similar information systems that support the business function in the NHS
Planning & Organisational Skills
Essential
- Management of own office environment and workload
- Happy to provide cross cover
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).
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).
