County Durham & Darlington NHS Foundation Trust
This post involves the reception of patients within the Emergency Department and Urgent Care Centre using a number of computerised systems and Patient Administration System.
As a Receptionist, you will be part of a team providing an efficient reception and administration service. As the first point of contact for our services, you will need to demonstrate excellent interpersonal skills and the ability to communicate with staff and service users alike.
You will need a good working knowledge of computer systems and possess excellent organisational skills. You will be confident in completing both individual and team tasks.
A non-judgmental attitude is essential. Due to the nature of our work, you will need to demonstrate a good understanding of confidentiality.
Full training will be provided.
Main Duties of the Job
1. Responsible for the reception of patients and visitors to the Department and all reception duties concerned, e.g., sorting post, filing, stock monitoring, photocopying, delivery checks, scanning, and booking transport.
2. Responsible for the timely and accurate management of patient information in the Department.
3. Responsible for registering new patients on the Patient Administration Systems ensuring data is retrieved and recorded accurately as the information is fed into other systems within the hospital.
4. To receive and deal with telephone calls from patients and service users.
5. Book all clinic appointments for ED/UCC patients and ensure that all appointments which require cancelling or amending are reallocated for patients.
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.
From April 1, 2024, we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary. If you are in the UK on a VISA, please ensure you have no restrictions that would prevent you from taking this post.
Full Job Descriptions can be found in the adverts supporting documents.
Job Responsibilities
1. Responsible for the reception of patients and visitors to the Department and all reception duties concerned, e.g., sorting post, filing, stock monitoring, photocopying, delivery checks, scanning, and booking transport.
2. Responsible for the timely and accurate management of patient information in the Department.
3. Responsible for registering new patients on the Patient Administration System/Symphony/System One ensuring data is retrieved and recorded accurately as the information is fed to other systems within the hospital.
4. 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; if no response, a letter is sent to the patients' GP and the referral is cancelled from the Patient Administrative System to allow best utilisation of outpatient clinic appointment slots and ensure no wasted capacity if patients do not respond.
5. To receive and deal with telephone calls from patients.
6. To ensure that all appointments which require cancelling or amending are reallocated for patients.
7. Booking of transport for patients, where medically necessary.
8. Identifying potential overseas visitors on arrival for appointments or admissions and inform overseas patient interviewer to ensure appropriate action is taken.
9. To ensure that patients calling the department 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.
10. Liaise effectively with patients, general practitioners, hospital staff, and other professional bodies to ensure the smooth running of the department.
11. Ensure patient satisfaction and confidentiality is maintained throughout.
12. Deal with distressed, abusive, and/or complaining customers face to face and via the telephone.
13. Provide a service to patients and secretaries regarding requests/queries.
14. Able to work under pressure both supervised and unsupervised carrying out duties in accordance with department's Policies and Procedures ensuring quality standards are adhered to.
15. Compiling and sending clinical letters as required.
16. Ensure all patient demographic information is collected and updated.
Person Specification
Special Requirements
* Flexibility for 24/7 service cover.
Experience
* Reception Experience.
* NHS experience.
Qualifications
* 5 GCSEs Grades A to C or NVQ Level 2 in Business Admin/Customer Care or equivalent experience.
* Experience in Microsoft packages.
Special Skills and Knowledge
* Excellent organisational skills.
* Ability to work under pressure.
* Ability to prioritise.
* NHS experience.
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 Name
County Durham & Darlington NHS Foundation Trust
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