Job overview
We are looking to recruit an organised and methodical person with excellent customer service skills to join our busy Outpatient Reception Team.
As part of your role you will be responsible for answering incoming calls to the Outpatient Reception areas. Calls must be dealt with politely and promptly, relaying queries and messages as necessary and liaising with other departments when appropriate.
You will also be responsible for booking patient appointments using the Patient Administration System, clinic management such as cancelling clinics, reception duties and dealing with general enquiries. You will be required to make changes to patients personal details and collecting routine information such as ethnic origin and Overseas Visitor Status.
You will have the ability to work in a systemic and methodical way, either under direction or on your own initiative, be friendly and conscientious and have excellent communication skills. Attention to detail is of the utmost importance, as is the ability to remain calm under pressure.
Main duties of the job
Receiving patients to relevant outpatient clinics and provide administrative support to the clinic staff.
Cancelling clinics and creating ad hoc clinics as requested by the Operational Teams.
Ensure that laid down procedure is followed in compliance with Caldicott recommendations; Health Records Management and Patient Administration Policy and procedural guidance.
Working for our organisation
The Queen Elizabeth Hospital (QEH) King's Lynn is West Norfolk has a superb unspoilt coastline with pretty villages, all with their own individual charm. The medieval port of King's Lynn has some very interesting architecture.
We provide a comprehensive range of specialist and general acute services to around 331,000 people across West and North Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire. We have more than 4,000 staff and volunteers and approximately 500 beds on a single site. Some specialist services and clinics are provided in community facilities, such as the North Cambridgeshire hospital in Wisbech. We work in partnership with neighbouring hospitals for the provision of tertiary services.
In February 2022 the QEH the Care Quality Commission rated the Trust as 'Good' in all of the core services they inspected, and recommended the Trust moves out of the recovery support system (formerly special measures).
We are delighted to have been added to the New Hospital Programme – and we look forward to bringing a new Queen Elizabeth Hospital (QEH) to King’s Lynn and West Norfolk which is nothing less than our patients, local communities and staff deserve.
Detailed job description and main responsibilities
Please see attached job description and person specification for further information about this role.
Person specification
Qualifications/training and professional development
Essential criteria
1. Good standard of numeracy and literacy and the ability to write legibly
Desirable criteria
2. Educated to GCSE Level or equivalent
Experience
Essential criteria
3. Recent administrative, customer services, or reception experience
4. Evidence of ability to operate effectively as part of a team or on own initiative
Desirable criteria
5. Proven good organisational skills
Skills, abilities, and knowledge
Essential criteria
6. Excellent verbal and written communication skills
7. Ability to follow instructions accurately
8. Highly accurate data inputting skills
9. Good working knowledge of Microsoft Office applications
10. Ability to keep information confidential
Desirable criteria
11. Knowledge of Patient Administration Systems or alternative booking systems
Applications are welcome from anyone who meets the criteria specified in the person specification regardless of age, gender, disability, race ,ethnicity, religion, belief, sexual orientation or other personal circumstances. Only those applicants who demonstrate in the application form how they meet the criteria in the person specification will be shortlisted for interview. We not only recruit employees based on their qualifications and experience - we recruit individuals who possess and can demonstrate the behaviours which underpin our core values (attached).
Please be aware that if applying via NHS Jobs, your application will be imported into Trac. All subsequent information will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through NHS Jobs & we will not be able to respond to any e-mails sent via NHS Jobs. By applying for this post you are agreeing to the transfer of information in the application form to Trac jobs & if you are offered a job your personal information will be transferred into the NHS Electronic Staff Records (ESR) system. Please check your email account regularly for communication regarding this vacancy.
We offer our staff a wide range of benefits and support including:
12. Flexible working opportunities
13. Free counselling service
14. NHS Pension scheme
15. Access to Wagestream - an app-based service that provides instant earned wage access*
16. Support and advice for staff affected by either Peri-Menopause or Menopause
17. Free parking for all staff until March 2024
18. Opportunity to join our Staff Networks which include: Armed Forces, REACH (Race, Ethnicity and Culture Heritage), Disability and LGBTQ+ networks.
We are committed to being a menopause friendly employer.
Please note due to high volume of applications for some posts, this post may close before the displayed closing date. We recommend that you apply for this role asap.
Admin & Clerical staff may be required to act as Loggists for a major incident.
Everyone within the Trust has or will shortly need to have a minimum level of skill for computer literacy for their day-to day- work as we become more digitally mature. Therefore all staff shoulld be computer literate.
Team QEH are one of the most research-active organisations for our size in the UK, recruiting 2,188 in 20/21 and ranked 10/16 in the Eastern Region. We have a wide-ranging and diverse portfolio of clinical studies and also recognised as one of the fastest trusts in the country from set up to recruitment.