Job summary
This post is based on our reception within St Catherine's Health Centre. The post holder will be greeting patients, booking appointments and liaising with internal and external agencies
Main duties of the job
Main purpose of this role is to be based on reception and to greet patients when they come in for an appointment. Answer calls, book appointments and work closely with our clinical team and also external agencies and patients.
About us
Wirral Community Health and Care NHS Foundation Trust is a great place to work. We value staff and patients and work hard to support in whatever we can.
Job description
Job responsibilities
- Accurately record on the Excelicare clinical IT system personal information provided by patients attending clinic. Arrive patients with a pre booked appointment, checking their details are correct
- Act as primary point of contact for patients and other care professional (eg RASA THT, Brook) in a courteous manner both face to face and on the telephone, liaising effectively with these agencies in pursuance of designated tasks
- Ensure professional manner in all dealings with the public
- Set up reception area with patient registration forms (make photocopies where necessary), clip boards and pens
- Give patients a friendly welcome and enter their details onto Excelicare
- Book appointments in a discreet manner maintaining confidentiality with the with the patient
- Liaise with the Clinic Flow Nurse especially when the clinic is very busy
- Keep the patients informed of waiting times or delays
- Follow the pro forma for dispensing condoms to appropriate patients
- Open and date stamp any post that has arrived for the service and send on to the appropriate person
- Keep the waiting room and reception areas presentable during clinic
- To liaise with Senior Admin Assistant at base to ensure that appropriate support services are obtained including stationery, repairs to equipment etc.
- Be aware of and follow any procedures around opening and closing of venue clinic
- Ensure all relevant paperwork is sent to the appropriate clinic base after each clinic
- Keep up to date with all policies relating to safeguarding, infection control etc. and be aware of where to access them on staff intranet
- Report or assist in the investigation, following up of accident/untoward incidents and complaints arising that affect either patients or staff according to policy
- Prepare administrative details on lab request forms e.g. filing out relevant blood forms with patient details according to clinic protocol
- Liaise with the nursing staff in relation to patient triages and subsequent patient registrations. Regular liaison with clinical staff to optimise clinic flow
- Agree workload with other clerical staff prioritising activities
- Document any referrals from other agencies for further correspondence i.e. Doctors letters
- To text/send letter of negative/positive results to patients, in accordance with the results pathway
- To send a text to patients informing them of their appointment details as per appropriate service pathway
- Take calls related to texts/letters e.g. appointments/clinical enquiries and refer to member of the nursing team with any queries
- Report/highlight any faults with the clinical IT systems to appropriate help desk
- Providing and receiving routine information, from the public whose first language may not be English, where there are barriers to understanding e.g. book language line/interpreters for patients as required
- Dealing sensitively with issues that are of a high confidential nature maintaining patient confidentiality at all times in line with organisational information governance principles (Caldicott)
- To take clear and accurate messages and ensure these are handed to appropriate members of staff
- Attend departmental and team meetings as appropriate
- Attend regular management supervisions and annual appraisals and participate in self-development using individual review
- To undertake photocopying, faxing and operating other office equipment as necessary in accordance with H&S guidelines
- Ensure adequate supplies of stationary are available and liaise with secretarial staff to reorder when necessary
- Able to signpost to patients Advice and Liaison Service (PALS) if required
- To attend Mandatory training when required
Job description
Job responsibilities
- Accurately record on the Excelicare clinical IT system personal information provided by patients attending clinic. Arrive patients with a pre booked appointment, checking their details are correct
- Act as primary point of contact for patients and other care professional (eg RASA THT, Brook) in a courteous manner both face to face and on the telephone, liaising effectively with these agencies in pursuance of designated tasks
- Ensure professional manner in all dealings with the public
- Set up reception area with patient registration forms (make photocopies where necessary), clip boards and pens
- Give patients a friendly welcome and enter their details onto Excelicare
- Book appointments in a discreet manner maintaining confidentiality with the with the patient
- Liaise with the Clinic Flow Nurse especially when the clinic is very busy
- Keep the patients informed of waiting times or delays
- Follow the pro forma for dispensing condoms to appropriate patients
- Open and date stamp any post that has arrived for the service and send on to the appropriate person
- Keep the waiting room and reception areas presentable during clinic
- To liaise with Senior Admin Assistant at base to ensure that appropriate support services are obtained including stationery, repairs to equipment etc.
- Be aware of and follow any procedures around opening and closing of venue clinic
- Ensure all relevant paperwork is sent to the appropriate clinic base after each clinic
- Keep up to date with all policies relating to safeguarding, infection control etc. and be aware of where to access them on staff intranet
- Report or assist in the investigation, following up of accident/untoward incidents and complaints arising that affect either patients or staff according to policy
- Prepare administrative details on lab request forms e.g. filing out relevant blood forms with patient details according to clinic protocol
- Liaise with the nursing staff in relation to patient triages and subsequent patient registrations. Regular liaison with clinical staff to optimise clinic flow
- Agree workload with other clerical staff prioritising activities
- Document any referrals from other agencies for further correspondence i.e. Doctors letters
- To text/send letter of negative/positive results to patients, in accordance with the results pathway
- To send a text to patients informing them of their appointment details as per appropriate service pathway
- Take calls related to texts/letters e.g. appointments/clinical enquiries and refer to member of the nursing team with any queries
- Report/highlight any faults with the clinical IT systems to appropriate help desk
- Providing and receiving routine information, from the public whose first language may not be English, where there are barriers to understanding e.g. book language line/interpreters for patients as required
- Dealing sensitively with issues that are of a high confidential nature maintaining patient confidentiality at all times in line with organisational information governance principles (Caldicott)
- To take clear and accurate messages and ensure these are handed to appropriate members of staff
- Attend departmental and team meetings as appropriate
- Attend regular management supervisions and annual appraisals and participate in self-development using individual review
- To undertake photocopying, faxing and operating other office equipment as necessary in accordance with H&S guidelines
- Ensure adequate supplies of stationary are available and liaise with secretarial staff to reorder when necessary
- Able to signpost to patients Advice and Liaison Service (PALS) if required
- To attend Mandatory training when required
Person Specification
Qualifications and professional training
Essential
- 3 GCSEs or equivalent
- ECDL or equivalent
Experience and knowledge
Essential
- 12 months experience of dealing with the public
Desirable
- NHS experience
- Administration experience
Skills and attributes
Essential
- Computer skills
- Experience of Microsoft Office
- Customer Care skills
- Good organisation skills
- Good time management
- Excellent communication skills and ability to deal with public in a non- judgemental manner
Person Specification
Qualifications and professional training
Essential
- 3 GCSEs or equivalent
- ECDL or equivalent
Experience and knowledge
Essential
- 12 months experience of dealing with the public
Desirable
- NHS experience
- Administration experience
Skills and attributes
Essential
- Computer skills
- Experience of Microsoft Office
- Customer Care skills
- Good organisation skills
- Good time management
- Excellent communication skills and ability to deal with public in a non- judgemental manner
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.
Employer details
Employer name
Wirral Community Health and Care NHS Foundation Trust
Address
Gemini Centre
St Catherines Health Centre, Church Road
Birkenhead
CH42 0LQ
Employer's website
https://www.wchc.nhs.uk/ (Opens in a new tab)
