Job summary
The Receptionist is responsible for the reception area within the Unit. They will work as part of a team providing front-line administrative and clerical services to the Department. This role primarily involves booking patients in and out using the hospital PiMS system, as well as undertaking other duties including answering telephone calls from internal and external callers, sending appointment notifications to patients, and booking patient transport.
Main duties of the job
Patient/Public ContactWelcome and assist patients, relatives and visitors, providing information and guidance as required. Handle telephone enquiries professionally, ensuring accuracy and compliance with confidentiality policies. Use communication skills to overcome barriers such as language or disability. Remain calm with aggressive or distressed individuals and show empathy when patients receive bad news. Alert nursing staff to any unwell patients or visitors. Relay information from managers and treat all individuals respectfully and non-judgementally. Maintain concentration in a busy, noisy environment and keep patients updated when clinics are running late.
Out-patient ClinicsMake and confirm follow-up appointments. Arrange transport when needed. Maintain accurate clinic data on Flow Manager/PiMS and ensure clinics are cashed up within one working day.
Using PiMSUpdate patient records with accurate data, using questioning skills to obtain required information. Book follow-up appointments.
Training & Other DutiesSupport training of new or temporary reception staff. Manage post distribution and maintain clinic/reception areas. Redirect calls appropriately and provide cover for absent staff, which may include additional hours. Liaise with consultants, managers and secretaries regarding clinic status. Prioritise workload in a demanding environment and ensure pre-treatment requirements, such as blood tests and reviews, are arranged.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job
Job description
Job responsibilities
Patient and Public Contact
-
Welcome patients, relatives, and visitors to the department, providing appropriate advice, guidance, information, and assistance.
-
Deal with telephone enquiries from patients and relatives in a polite, professional manner, ensuring information provided is accurate and compliant with patient confidentiality and data protection policies.
-
Use effective communication skills to overcome barriers such as language differences or disability.
-
Remain calm, composed, and professional when dealing with individuals displaying aggressive or challenging behaviour.
-
Demonstrate empathy when supporting members of the public who may be emotionally distressed or have received sensitive or distressing news, recognising that this may be a daily occurrence.
-
Inform nursing staff promptly if any patient or visitor becomes unwell while in the Unit.
-
Receive information from departmental managers and relay relevant updates to patients and visitors as appropriate.
-
Treat all individuals with dignity and respect, in a non-judgemental manner, regardless of race, creed, gender, age, religion, personal appearance, lifestyle, or behaviour.
-
Maintain concentration while working in a busy, potentially noisy public area with frequent interruptions and competing demands.
-
Keep patients informed when clinics are running late, providing updates at least every 30 minutes.
Outpatient Clinics
-
Make follow-up appointments for patients attending outpatient clinics within the department.
-
Ensure appointment details are clearly communicated to patients either by completing an appointment card at the time of booking or by arranging for an appointment letter to be sent by post.
-
Arrange patient transport for clinic appointments where required.
-
Ensure patient information is accurately maintained on Flow Manager / PiMS, including marking patients as attended and recording follow-up appointments.
-
Ensure clinics are appropriately cashed up at the end of each clinic session, within one working day.
Use of PiMS (Patient Information Management System)
-
Update patient records accurately, ensuring comprehensive data entry including contact details such as mobile telephone numbers where available.
-
Use communication skills to obtain relevant and accurate patient information from patients and relatives, including demographic data such as ethnic origin.
-
Book follow-up appointments for patients following treatment at Addenbrookes Hospital.
-
Notify the Bookings Team of patients seen on the wards, ensuring these are recorded correctly as new patient episodes.
-
Report faults with PiMS and other IT systems to the IM&T Department.
-
Report any other equipment faults to the appropriate department or individual.
Training
Other Duties
-
Undertake photocopying as required.
-
Manage daily internal and external post, distributing items as appropriate.
-
Ensure the reception and clinic areas are well maintained at all times, liaising with Domestic and Estates departments when necessary.
-
Receive and redirect telephone calls to the appropriate person or department.
-
Assist in covering absences of other reception staff as required, which may involve working additional hours.
-
Liaise with consultants, unit managers, and medical secretaries regarding clinic arrangements when necessary.
-
Manage a varied and demanding workload, prioritising tasks effectively within available resources.
-
Ensure prior treatment activity requirements are met, including booking blood tests and clinical reviews.
Job description
Job responsibilities
Patient and Public Contact
-
Welcome patients, relatives, and visitors to the department, providing appropriate advice, guidance, information, and assistance.
-
Deal with telephone enquiries from patients and relatives in a polite, professional manner, ensuring information provided is accurate and compliant with patient confidentiality and data protection policies.
-
Use effective communication skills to overcome barriers such as language differences or disability.
-
Remain calm, composed, and professional when dealing with individuals displaying aggressive or challenging behaviour.
-
Demonstrate empathy when supporting members of the public who may be emotionally distressed or have received sensitive or distressing news, recognising that this may be a daily occurrence.
-
Inform nursing staff promptly if any patient or visitor becomes unwell while in the Unit.
-
Receive information from departmental managers and relay relevant updates to patients and visitors as appropriate.
-
Treat all individuals with dignity and respect, in a non-judgemental manner, regardless of race, creed, gender, age, religion, personal appearance, lifestyle, or behaviour.
-
Maintain concentration while working in a busy, potentially noisy public area with frequent interruptions and competing demands.
-
Keep patients informed when clinics are running late, providing updates at least every 30 minutes.
Outpatient Clinics
-
Make follow-up appointments for patients attending outpatient clinics within the department.
-
Ensure appointment details are clearly communicated to patients either by completing an appointment card at the time of booking or by arranging for an appointment letter to be sent by post.
-
Arrange patient transport for clinic appointments where required.
-
Ensure patient information is accurately maintained on Flow Manager / PiMS, including marking patients as attended and recording follow-up appointments.
-
Ensure clinics are appropriately cashed up at the end of each clinic session, within one working day.
Use of PiMS (Patient Information Management System)
-
Update patient records accurately, ensuring comprehensive data entry including contact details such as mobile telephone numbers where available.
-
Use communication skills to obtain relevant and accurate patient information from patients and relatives, including demographic data such as ethnic origin.
-
Book follow-up appointments for patients following treatment at Addenbrookes Hospital.
-
Notify the Bookings Team of patients seen on the wards, ensuring these are recorded correctly as new patient episodes.
-
Report faults with PiMS and other IT systems to the IM&T Department.
-
Report any other equipment faults to the appropriate department or individual.
Training
Other Duties
-
Undertake photocopying as required.
-
Manage daily internal and external post, distributing items as appropriate.
-
Ensure the reception and clinic areas are well maintained at all times, liaising with Domestic and Estates departments when necessary.
-
Receive and redirect telephone calls to the appropriate person or department.
-
Assist in covering absences of other reception staff as required, which may involve working additional hours.
-
Liaise with consultants, unit managers, and medical secretaries regarding clinic arrangements when necessary.
-
Manage a varied and demanding workload, prioritising tasks effectively within available resources.
-
Ensure prior treatment activity requirements are met, including booking blood tests and clinical reviews.
Person Specification
Qualifications
Essential
- oGood standard of general education oGeneral administration oGCSE Math & English (or equivalent)
Experience
Essential
- oPrevious reception work oCustomer Care - including the ability to remain calm and professional at all times oAbility to use Microsoft Word Package oExperience of working in a multi-disciplinary Team oExcellent communication skills - written and verbal. oMethodical, organised approach to work, with good attention to detail oAbility to work under pressure oAbility to prioritise own workload
Desirable
- oNHS IT systems oPrevious NHS Experience
Skills/Knowledge
Essential
- oAbility to communicate both verbally and in writing routine information oKeyboard skills oOrganisational skills oDemonstrates a knowledge of confidentiality issues and able to work within requirements of Data Protection oAbility to adapt to change within working situation
Personal Skills
Essential
- oOpen/Reflective/Warm oEnthusiastic and self-aware oCreative and Flexible oTeam focussed oReliable, Adaptable and Dependable
Person Specification
Qualifications
Essential
- oGood standard of general education oGeneral administration oGCSE Math & English (or equivalent)
Experience
Essential
- oPrevious reception work oCustomer Care - including the ability to remain calm and professional at all times oAbility to use Microsoft Word Package oExperience of working in a multi-disciplinary Team oExcellent communication skills - written and verbal. oMethodical, organised approach to work, with good attention to detail oAbility to work under pressure oAbility to prioritise own workload
Desirable
- oNHS IT systems oPrevious NHS Experience
Skills/Knowledge
Essential
- oAbility to communicate both verbally and in writing routine information oKeyboard skills oOrganisational skills oDemonstrates a knowledge of confidentiality issues and able to work within requirements of Data Protection oAbility to adapt to change within working situation
Personal Skills
Essential
- oOpen/Reflective/Warm oEnthusiastic and self-aware oCreative and Flexible oTeam focussed oReliable, Adaptable and Dependable
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).
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