Job summary
An exciting opportunity has arisen to join the Outpatient Reception team at Morriston Hospital. We are looking for a reliable, enthusiastic individual who is organised, has excellent communication skills, has a friendly personality and is able to work under pressure while working as part of a very busy, friendly team.
The post holder will provide an administrative/ reception service which supports a smooth, efficient and effective Outpatient Department.
The post holder will work flexibly across the service to provide administrative support that includes the processing of clinic changes, the correct recording of patient pathways, the retrieval, preparation and filing of patients' case notes as and when required.
The post holder may be expected to work at other sites to ensure appropriate service cover at all times and this may include cross site working/cross cover within the Health Board.
Main duties of the job
To provide a warm and welcoming Reception Service, maintain clinic room diaries, meeting and greeting all visitors to the department checking details patient details, checking case notes, recording attendance via Patient administration system (PAS).
To answer enquiries, receive and relay messages, both in person and on the telephone, from patients or staff.
Change or cancel appointments at the request of the patient or manager highlighting where pathway timeframes may be compromised and arrange substitute appointments.
Retrieve, file and locate case notes for Clinics, ensuring 100% case note availability using the appropriate systems for tracking and requesting case notes.
Liaise with medical records team and other areas, in line with Health Board policy for missing case notes, following agreed escalation process. Creating new or temporary folders when procedures require.
To input and update WPAS, liaising as appropriate to ensure accurate recording of patient pathway events in line with clinical instruction and accuracy of demographic details in order to prevent data quality issues.
Arrange patient interpreters for appointments as requested.
Receive, sort and prioritise incoming mail, send out information to patients such as appointment letters, ensuring that Outgoing Mail is dispatched without delay.
Ensure that patient confidentiality is maintained.
Participate in monthly/weekly informal departmental meetings & take notes as requested.
About us
We believe staff are our best asset and wewant you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse ordoctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - wehave a job for you.
There are also apprenticeships, work placementsand volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show thatour commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery,with all the benefits of a thriving and cosmopolitan city - look no further.
Job description
Job responsibilities
Understand the range of services provided and service protocols. Use this information to deal with patient/staff enquiries and to fulfil the role of Clerk / Receptionist (referring clinical issues to appropriate Clinician(s) for advice/decisions as appropriate).
To provide a warm and welcoming Reception Service, maintain clinic room diaries, meeting and greeting all visitors to the department checking details patient details, checking case notes, recording attendance via Patient administration system (PAS).
To answer enquiries, receive and relay messages, both in person and on the telephone, from patients or staff, using a working knowledge of Health Board procedures to maintain a professional front of house service.
Change or cancel appointments at the request of the patient or manager highlighting where pathway timeframes may be compromised. Liaising with their line manager or Service Manager regarding substitute appointments.
The post holder will be expected to retrieve, file and locate case notes for Clinics, ensuring 100% case note availability using the appropriate systems for tracking and requesting case notes.
Ensure all patient filing is filed into patients case notes within required timescales and prior to clinic attendance
Ensuring case notes are of the highest quality, are prepared and available for patient arrival, and subsequently filing patient results and paperwork correctly in adherence with Health Board Quality Standards.
Liaise with medical records team and other areas, in line with Health Board policy for missing case notes, following agreed escalation process. Creating new or temporary folders when procedures require.
To input and update Health Board Patient Administration systems (PAS), liaising as appropriate to ensure accurate recording of patient pathway events in line with clinical instruction and accuracy of demographic details in order to prevent data quality issues. Liaising with relevant clinicians with any queries.
Arrange patient interpreters for appointments as requested.
The post holder will be expected to provide cover across the core clinical administration functions during times of absence, commensurate with level of the role, and to be trained to rotate to cover other departments within the Service Group at the request of Line Manager or Service Manager
Receive, sort and prioritise incoming mail, send out information to patients such as appointment letters, ensuring that Outgoing Mail is dispatched without delay.
Use of office equipment, e.g. photocopier, printer, fax machine etc.
Ensure that patient confidentiality is maintained.
Participate in monthly/weekly informal departmental meetings & take notes as requested.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Job description
Job responsibilities
Understand the range of services provided and service protocols. Use this information to deal with patient/staff enquiries and to fulfil the role of Clerk / Receptionist (referring clinical issues to appropriate Clinician(s) for advice/decisions as appropriate).
To provide a warm and welcoming Reception Service, maintain clinic room diaries, meeting and greeting all visitors to the department checking details patient details, checking case notes, recording attendance via Patient administration system (PAS).
To answer enquiries, receive and relay messages, both in person and on the telephone, from patients or staff, using a working knowledge of Health Board procedures to maintain a professional front of house service.
Change or cancel appointments at the request of the patient or manager highlighting where pathway timeframes may be compromised. Liaising with their line manager or Service Manager regarding substitute appointments.
The post holder will be expected to retrieve, file and locate case notes for Clinics, ensuring 100% case note availability using the appropriate systems for tracking and requesting case notes.
Ensure all patient filing is filed into patients case notes within required timescales and prior to clinic attendance
Ensuring case notes are of the highest quality, are prepared and available for patient arrival, and subsequently filing patient results and paperwork correctly in adherence with Health Board Quality Standards.
Liaise with medical records team and other areas, in line with Health Board policy for missing case notes, following agreed escalation process. Creating new or temporary folders when procedures require.
To input and update Health Board Patient Administration systems (PAS), liaising as appropriate to ensure accurate recording of patient pathway events in line with clinical instruction and accuracy of demographic details in order to prevent data quality issues. Liaising with relevant clinicians with any queries.
Arrange patient interpreters for appointments as requested.
The post holder will be expected to provide cover across the core clinical administration functions during times of absence, commensurate with level of the role, and to be trained to rotate to cover other departments within the Service Group at the request of Line Manager or Service Manager
Receive, sort and prioritise incoming mail, send out information to patients such as appointment letters, ensuring that Outgoing Mail is dispatched without delay.
Use of office equipment, e.g. photocopier, printer, fax machine etc.
Ensure that patient confidentiality is maintained.
Participate in monthly/weekly informal departmental meetings & take notes as requested.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Person Specification
Qualifications and/or knowledge
Essential
- Educated to vocational qualification level 2 or able to demonstrate the equivalent level of knowledge, skills or experience
- Demonstratable working knowledge of Microsoft packages including Word, Excel, Outlook and Microsoft Teams
Desirable
- Commitment to personal development
- Commitment to acquire and apply knowledge of RTT national and local waiting times rules
Experience
Essential
- Previous experience of working in a clerical/ administrative role within an NHS setting
- Experience of using WPAS
Desirable
- Working with staff from different disciplines
- Experience of dealing with the general public in person and via telephone
Aptitude and Abilities
Essential
- Be able to demonstrate tact and diplomacy when working with others
- Able to work as part of a team and to meet deadlines
- Excellent organisational skills
- Excellent telephone manner with the ability to adapt communication styles dependent on audience and environment
Desirable
Values
Essential
- Shows positivity, resilience, adaptability and a flexible approach as situations arise
- Friendly and helpful disposition, awareness of how our own and others behaviours impact on people's experiences and the organisations reputation
- Willing to seek out own learning and accept constructive feedback
Other
Essential
- Ability to travel to other Hospital sites within geographical area
- Ability to work through implementation of new procedures and technology
Person Specification
Qualifications and/or knowledge
Essential
- Educated to vocational qualification level 2 or able to demonstrate the equivalent level of knowledge, skills or experience
- Demonstratable working knowledge of Microsoft packages including Word, Excel, Outlook and Microsoft Teams
Desirable
- Commitment to personal development
- Commitment to acquire and apply knowledge of RTT national and local waiting times rules
Experience
Essential
- Previous experience of working in a clerical/ administrative role within an NHS setting
- Experience of using WPAS
Desirable
- Working with staff from different disciplines
- Experience of dealing with the general public in person and via telephone
Aptitude and Abilities
Essential
- Be able to demonstrate tact and diplomacy when working with others
- Able to work as part of a team and to meet deadlines
- Excellent organisational skills
- Excellent telephone manner with the ability to adapt communication styles dependent on audience and environment
Desirable
Values
Essential
- Shows positivity, resilience, adaptability and a flexible approach as situations arise
- Friendly and helpful disposition, awareness of how our own and others behaviours impact on people's experiences and the organisations reputation
- Willing to seek out own learning and accept constructive feedback
Other
Essential
- Ability to travel to other Hospital sites within geographical area
- Ability to work through implementation of new procedures and technology
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).
Employer details
Employer name
Swansea Bay University Health Board
Address
Outpatients Department,. Morriston Hospital
Heol Maes Eglwys
Morriston Swansea
SA6 6NL
Employer's website
https://sbuhb.nhs.wales/ (Opens in a new tab)
