Job summary
As a Receptionist, you will be the first point of contact for patients attending our community cardiology clinic, ensuring smooth clinic operations and providing exceptional customer service both in person and over the phone. You will manage appointments, support clinicians, and help create a welcoming environment for all visitors.
We are looking for an organised, professional, and approachable individual who thrives in a patient-facing role, with a commitment to dignity, respect, and confidentiality.
This is a part time role offering 22.5 hours a week across Tuesdays, Wednesdays and Thursdays, however there is the opportunity for overtime in the event of holiday cover and sickness.
Main duties of the job
The post holder will be responsible for providing effective
and efficient support to the clinicians in our Cardiology service. The role
will play a crucial role in providing exceptional customer service to patients
whilst visiting the clinic or via telephone.
All necessary training will be given and competency assessed.
The successful candidate will be required to obtain a clear
DBS and at least two references covering a minimum period of three years on
appointment.
About us
Heart
Networks is North, Central and South Manchester's Tier II Community
Cardiology Service; rated Good by CQC. Our focus is to provide all our
patients with a first-class experience during our appointments;
diagnostic and full cardiology assessments. Our clinics operate out of two
sites; Christie Way and Manchester Institute of Health and Performance.
Job description
Job responsibilities
- To ensure all patients, colleagues and visitors to Heart
Networks are greeted professionally, collaborating with the wider Heart
Networks team to ensure smooth patient flow during clinics.
- To communicate effectively, ensuring patients know what to
expect from their appointment, answer any queries and support them through
their Heart Networks journey.
- Organise patient appointments and telephone consultations
and proactively manage the appointment book and waiting lists to minimise
wasted appointments.
- An understanding of how to manage patients who may be upset
or frustrated, and work towards mitigating potential complaints before they
arise.
- Regularly contact patients to confirm attendance to prevent
DNAs.
- To contact patients on behalf of the clinical team to
request further information, documenting all contacts in the patients
electronic health record for visibility.
- Understand the importance of patient confidentiality,
working to maintain this at all times.
- Work with attention to detail and the ability to
troubleshoot and problem solve where required.
- Treat patients with dignity and respect at all times,
ensuring to be mindful of equality and diversity and different communication
needs and requirements.
- Identify differing needs of patients referred to the service
and be proactive in highlighting these to the wider team (e.g. requesting
interpreters or chaperones) to prevent delays to appointments.
- To have an awareness of safeguarding responsibilities and
report any concerns to the relevant lead as per Heart Networks policy.
- Follow systems, policies and procedures regarding data
security and protection. Maintain filing systems ensuring documents are handled
appropriately, and archived in line with Informational Governance policies.
- Attend and contribute to staff meetings, regularly liaising
with the clinical, administrative and managerial teams.
- Participate in regular appraisals and personal reviews, with
a view to continuous professional development.
- Complete mandatory and additional training as specified by
the organisation.
- Be familiar with and adhere to organisational policies and
procedures.
- Effectively manage own time, workload and resources.
- Any other tasks as delegated by the management team.
Job description
Job responsibilities
- To ensure all patients, colleagues and visitors to Heart
Networks are greeted professionally, collaborating with the wider Heart
Networks team to ensure smooth patient flow during clinics.
- To communicate effectively, ensuring patients know what to
expect from their appointment, answer any queries and support them through
their Heart Networks journey.
- Organise patient appointments and telephone consultations
and proactively manage the appointment book and waiting lists to minimise
wasted appointments.
- An understanding of how to manage patients who may be upset
or frustrated, and work towards mitigating potential complaints before they
arise.
- Regularly contact patients to confirm attendance to prevent
DNAs.
- To contact patients on behalf of the clinical team to
request further information, documenting all contacts in the patients
electronic health record for visibility.
- Understand the importance of patient confidentiality,
working to maintain this at all times.
- Work with attention to detail and the ability to
troubleshoot and problem solve where required.
- Treat patients with dignity and respect at all times,
ensuring to be mindful of equality and diversity and different communication
needs and requirements.
- Identify differing needs of patients referred to the service
and be proactive in highlighting these to the wider team (e.g. requesting
interpreters or chaperones) to prevent delays to appointments.
- To have an awareness of safeguarding responsibilities and
report any concerns to the relevant lead as per Heart Networks policy.
- Follow systems, policies and procedures regarding data
security and protection. Maintain filing systems ensuring documents are handled
appropriately, and archived in line with Informational Governance policies.
- Attend and contribute to staff meetings, regularly liaising
with the clinical, administrative and managerial teams.
- Participate in regular appraisals and personal reviews, with
a view to continuous professional development.
- Complete mandatory and additional training as specified by
the organisation.
- Be familiar with and adhere to organisational policies and
procedures.
- Effectively manage own time, workload and resources.
- Any other tasks as delegated by the management team.
Person Specification
Experience
Essential
- Educated to GCSE level (or equivalent) in English and Mathematics
- Experience in patient or customer facing role
- Understanding of Infection Prevention and Control and willingness to complete relevant training
- Experience in patient or customer facing role
- Demonstrate a commitment to providing exemplary customer service
- Professional and approachable
- Able to work independently, using initiative
- Able to effectively collaborate with a multidisciplinary team
- Dedication to upholding equality, diversity and inclusion, ensuring patients are treated with dignity and respect
Desirable
- Experience using EMIS
- Experience working within a reception or administrative role in healthcare
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Relevant customer service qualifications
- Medical Terminology qualification
Person Specification
Experience
Essential
- Educated to GCSE level (or equivalent) in English and Mathematics
- Experience in patient or customer facing role
- Understanding of Infection Prevention and Control and willingness to complete relevant training
- Experience in patient or customer facing role
- Demonstrate a commitment to providing exemplary customer service
- Professional and approachable
- Able to work independently, using initiative
- Able to effectively collaborate with a multidisciplinary team
- Dedication to upholding equality, diversity and inclusion, ensuring patients are treated with dignity and respect
Desirable
- Experience using EMIS
- Experience working within a reception or administrative role in healthcare
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Relevant customer service qualifications
- Medical Terminology qualification
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.
