Job summary
Outpatient Receptionist
Department: Reception
Band 3 £22,816 - £24,336 Per annum
Hours: 37.5 per week
All MKUH roles will be considered for flexible working
An opportunity has arisen to join the Outpatient Reception team.
The successful candidate will be able to work across multiple reception locations on the Milton Keynes University Hospital site and off-site locations as and when required, The hours of work will be between 8am - 8pm Monday- Friday.
We are looking for dynamic candidates who have previous customer care experience and a good eye for detail. The successful candidate will be able to work on their own initiative, be proactive and be able to maintain a professional demeanour whilst meeting the Trusts high standards.
Interview date: 08.01.2024
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.
The post holder will provide effective and efficient administrative support to a team liaising with patients, doctors, and other healthcare professionals, working across the Outpatientsand Main Reception areas and within the Central Booking Function. The staff member will work consistently to provide high quality customer service and will be always professional.
About us
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free tea and coffee
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices. We promote an inclusive workforce and encourage applications from applicants from all backgrounds.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
Job description
Job responsibilities
- Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
- Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
- Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
- Provision of Reception cover for Outpatient areas and MKUH Main Reception to receive patients, ensuring Trust systems are updated accordingly and providing excellent customer service.
- Monitoring of designated worklists and reports to ensure associated updates to relevant Trust systems are made.
- Demonstrate role requirements to new starters, training them on departmental policies and procedures.
- Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
- Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
- Greet patients and other visitors professionally.
- Check-patients in and out on the eCare in a timely manner, ensuring any additional support in terms of Interpreters etc are in place for their appointment.
- Action clinic outcome forms in a timely manner and undertake a cashing-up process each day for a designated reception area.
Please refer to the attached Job Description for more details on the role and responsibilities.
Job description
Job responsibilities
- Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
- Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
- Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
- Provision of Reception cover for Outpatient areas and MKUH Main Reception to receive patients, ensuring Trust systems are updated accordingly and providing excellent customer service.
- Monitoring of designated worklists and reports to ensure associated updates to relevant Trust systems are made.
- Demonstrate role requirements to new starters, training them on departmental policies and procedures.
- Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
- Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
- Greet patients and other visitors professionally.
- Check-patients in and out on the eCare in a timely manner, ensuring any additional support in terms of Interpreters etc are in place for their appointment.
- Action clinic outcome forms in a timely manner and undertake a cashing-up process each day for a designated reception area.
Please refer to the attached Job Description for more details on the role and responsibilities.
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- ECDL qualification or equivalent
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Clerical experience in a healthcare environment
Desirable
- Experience of transcribing dictation or copy typing
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- ECDL qualification or equivalent
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Clerical experience in a healthcare environment
Desirable
- Experience of transcribing dictation or copy typing
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
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.
