Job summary
An exciting opportunity has arisen within our Reception Team
based at University Hospital North Durham.
There are 2 posts available
1 x 16 hour per week role
1 x 21.5 hour per week role
As part of our reception team, you
will be responsible for the provision of a high standard reception service
within the outpatient departments.
You will be educated to 5 GCSE Level or NVQ Level 2 in
Business & Administration or Customer Service and have relevant experience
within a busy office environment. Previous NHS experience and knowledge of
Patient Administration Systems would be advantageous but is not essential.
The ability to work under pressure both individually and as
part of a team is important to ensure that deadlines are met. Good
organisational and interpersonal skills are essential in order to be able to
achieve this. Excellent customer service skills are essential for this role.
The successful candidate will be based at University
Hospital North Durham and may be required to work at other sites within the
Trust, if necessary.
Main duties of the job
You will be responsible for the reception of patients and
visitors to the Outpatient Department. This includes arriving patients for
their appointments, arranging any future appointments taking in to account
clinic rules, urgent/routine ratios and working with clinical staff to achieve
patient satisfaction. You will also
liaise with GP's, hospital staff and other professional bodies to ensure smooth
running of the department.
To ensure that any enquiries are dealt with in a prompt,
responsive and courteous manner at all times to ensure patients are satisfied
with the service provided by the Reception Team and to ensure the Trust is
portrayed in a positive manner
You will be required to work weekends and bank
holidays on a rota system to cover adhoc clinics
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.
Full Job Descriptions can be found in the adverts supporting documents.
Over reliance on
AI-generated content is discouraged and may diminish the applicant's chances of
success.
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two years
of as a HCA within the NHS for the Trust to consider
sponsorship (we will only consider sponsorship if you meet this criteria and
have a current visa expiring within 3 months).
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
Responsible for the reception of patients and visitors to
the Outpatients Department and all reception duties concerned e.g. sorting post
/ filing / stock monitoring / photocopying / delivery checks.
Responsible for the timely and accurate clinic management of
appointments & waiting list on the Patient Administration System, implement
time surveys on the waiting times of clinics as required and have a basic
knowledge of medical terminology to allow further appointments to be arranged
Responsible for registering new patients on the computerised
Patient Administration System ensuring data is retrieved and recorded
accurately as the information is fed to other systems within the hospital.
Ensure patients, relatives; employers of and visitors to the
Trust are greeted courteously and promptly upon arrival at the Trusts
reception desk.
Responsibility for checking the location of patients using
the Trusts computerised Patient Administration System
Liaise with all departments within the Trust to resolve
queries from visitors or telephone calls
To generate and send out letters to patients inviting them
to contact the department to make an outpatient appointment (Partial Booking),
taking account of clinic rules, urgent/routine ratios, cancelled clinics and
specified return timescales for review patients and if no response a letter is
sent to the patients GP and the referral is cancelled from the Patient
Administrative System to allow best utilization of outpatient clinic
appointment slots and ensure no wasted capacity if patients do not respond.
To receive telephone calls from patients in response to
invitations sent by the department, booking appointments in accordance with
consultant directives/clinic rules, timescales etc. and send Out Patient
appointment letter to confirm these arrangements to allow patients to choose
a date/time of appointment at their convenience (as per national guidance).
To ensure that all appointments which require cancelling or
amending are reallocated for patients.
Booking of transport for patients, where medically
necessary, for future attendance.
Identifying potential overseas visitors on arrival for
outpatient appointments or admissions and inform overseas patient interviewer
to ensure appropriate action is taken.
Ability to work weekends and bank holidays on a rota system
to cover fracture clinics and additional ad hoc clinics.
To ensure that patients calling the Reception Departments
are dealt with in a prompt, responsive and courteous manner at all times in
order that patients are satisfied with the service provided by the Reception
Team to ensure the Trust is portrayed in a positive manner.
To liaise effectively with patients, general practitioners,
hospital staff and other professional bodies to ensure the smooth running of
the department.
Collate and report weekly any patients who cannot be booked
within timescale per specialty.
To ensure patient satisfaction and confidentiality is
maintained throughout.
To deal with distressed, abusive and/or complaining
customers face to face and via the telephone.
Ensure all patients are provided with the family and friends
questionnaire.
To provide a service to patients and secretaries regarding
requests/queries.
To have a flexible approach to the department demands and to
assist where appropriate in the provision of cover for other colleagues during
sickness and holidays.
To assist supervisor in the mentorship, training and
development of new members of staff.
Able to work under pressure both supervised and unsupervised
carrying out duties in accordance with departments Policies and Procedures
ensuring quality standards are adhered to.
Ensure all clinic attendances are completed on the Trust PAS
System ensuring accurate recording or attendance outcome to facilitate tracking
of 18 week RTT pathway.
Record any day case activity which takes place in an
outpatient setting on the Trust PAS system to facilitate tracking of 18 week
RTT pathway.
Ensure all procedures undertaken in outpatient clinic are
accurately recorded to maximise income to the Trust.
Ensure all demographic information is collected and updated.
Manage day case waiting lists.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
Responsible for the reception of patients and visitors to
the Outpatients Department and all reception duties concerned e.g. sorting post
/ filing / stock monitoring / photocopying / delivery checks.
Responsible for the timely and accurate clinic management of
appointments & waiting list on the Patient Administration System, implement
time surveys on the waiting times of clinics as required and have a basic
knowledge of medical terminology to allow further appointments to be arranged
Responsible for registering new patients on the computerised
Patient Administration System ensuring data is retrieved and recorded
accurately as the information is fed to other systems within the hospital.
Ensure patients, relatives; employers of and visitors to the
Trust are greeted courteously and promptly upon arrival at the Trusts
reception desk.
Responsibility for checking the location of patients using
the Trusts computerised Patient Administration System
Liaise with all departments within the Trust to resolve
queries from visitors or telephone calls
To generate and send out letters to patients inviting them
to contact the department to make an outpatient appointment (Partial Booking),
taking account of clinic rules, urgent/routine ratios, cancelled clinics and
specified return timescales for review patients and if no response a letter is
sent to the patients GP and the referral is cancelled from the Patient
Administrative System to allow best utilization of outpatient clinic
appointment slots and ensure no wasted capacity if patients do not respond.
To receive telephone calls from patients in response to
invitations sent by the department, booking appointments in accordance with
consultant directives/clinic rules, timescales etc. and send Out Patient
appointment letter to confirm these arrangements to allow patients to choose
a date/time of appointment at their convenience (as per national guidance).
To ensure that all appointments which require cancelling or
amending are reallocated for patients.
Booking of transport for patients, where medically
necessary, for future attendance.
Identifying potential overseas visitors on arrival for
outpatient appointments or admissions and inform overseas patient interviewer
to ensure appropriate action is taken.
Ability to work weekends and bank holidays on a rota system
to cover fracture clinics and additional ad hoc clinics.
To ensure that patients calling the Reception Departments
are dealt with in a prompt, responsive and courteous manner at all times in
order that patients are satisfied with the service provided by the Reception
Team to ensure the Trust is portrayed in a positive manner.
To liaise effectively with patients, general practitioners,
hospital staff and other professional bodies to ensure the smooth running of
the department.
Collate and report weekly any patients who cannot be booked
within timescale per specialty.
To ensure patient satisfaction and confidentiality is
maintained throughout.
To deal with distressed, abusive and/or complaining
customers face to face and via the telephone.
Ensure all patients are provided with the family and friends
questionnaire.
To provide a service to patients and secretaries regarding
requests/queries.
To have a flexible approach to the department demands and to
assist where appropriate in the provision of cover for other colleagues during
sickness and holidays.
To assist supervisor in the mentorship, training and
development of new members of staff.
Able to work under pressure both supervised and unsupervised
carrying out duties in accordance with departments Policies and Procedures
ensuring quality standards are adhered to.
Ensure all clinic attendances are completed on the Trust PAS
System ensuring accurate recording or attendance outcome to facilitate tracking
of 18 week RTT pathway.
Record any day case activity which takes place in an
outpatient setting on the Trust PAS system to facilitate tracking of 18 week
RTT pathway.
Ensure all procedures undertaken in outpatient clinic are
accurately recorded to maximise income to the Trust.
Ensure all demographic information is collected and updated.
Manage day case waiting lists.
Person Specification
Special Requirements
Essential
- Good interpersonal skills
- Approachable and friendly
- Attention to detail
- Ability to maintain strict confidentiality
- Willing to undertake any training
- required for the post
- Ability to travel across sites
Desirable
Experience
Essential
- Working in a busy office environment
Qualifications
Essential
- Must have 5 GCSEs grades A-C or NVQ Level 2 in Business & Administration or Customer Care or equivalent experience
Special Skills & Knowledge
Essential
- Knowledge of 18 week referral to treatment
- Organisational skills
- Ability to work under pressure
- Ability to prioritise
- Keyboard skills
- Attention to detail
Desirable
- Knowledge of NHS Patient Administration systems
- Microsoft Office skills
- Knowledge of Overseas Visitor charging regulations
Person Specification
Special Requirements
Essential
- Good interpersonal skills
- Approachable and friendly
- Attention to detail
- Ability to maintain strict confidentiality
- Willing to undertake any training
- required for the post
- Ability to travel across sites
Desirable
Experience
Essential
- Working in a busy office environment
Qualifications
Essential
- Must have 5 GCSEs grades A-C or NVQ Level 2 in Business & Administration or Customer Care or equivalent experience
Special Skills & Knowledge
Essential
- Knowledge of 18 week referral to treatment
- Organisational skills
- Ability to work under pressure
- Ability to prioritise
- Keyboard skills
- Attention to detail
Desirable
- Knowledge of NHS Patient Administration systems
- Microsoft Office skills
- Knowledge of Overseas Visitor charging regulations
