Job summary Job summary PERMANENT POSITION Part Time 30 hours PW Hours will vary between 8am and 5pm, Monday to Friday to meet service needs. LOCATION: Alexandra Hospital (Also provide reception cover at The Princess of Wales Hospital, Bromsgrove) In your current front of house role, do people tell you that you have excellent customer care skills? If so, we would like you to join our friendly reception team. We are looking for someone to welcome patients to our hospital and outpatient departments at the Alexandra Hospital. You will be part of the booking services team and are also an essential part of the clinical service. The departments are busy throughout the day, so candidates must be able to demonstrate that they are able to work under pressure, able to use their own initiative and are very organised. A friendly, reassuring disposition is essential for this role. You must possess good communication skills and quick keyboard skills A working knowledge of the Hospital Patient Administration System and hospital environment is preferred, but not essential. Main duties of the job To meet and greet patients/visitors at the Alexandra Hospital, Redditch and on occasion at the Princess of Wales Hospital, Bromsgrove. Booking patients into outpatient and day case sessions, ensuring that all patients have been arrived and discharged on our Patient Administration System. To work as part of the Outpatient booking team assisting with the smooth and efficient running of the Outpatient Department. To support the Booking Services team with the registration and management of referrals for patients being booked for outpatient appointments. To provide accurate, timely information to assist Clinicians and nursing staff in good management of their outpatient clinics. To ensure the confidentiality of all patient information and Trust business. About us Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this. Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond. The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them. We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do. Our objectives are simple: Best services for local people Best experience of care and best outcomes for our patients Best use of resources Best people Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system. We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer. Date posted 09 January 2025 Pay scheme Agenda for change Band Band 2 Salary £23,614 a year PRO RATA Contract Permanent Working pattern Part-time, Flexible working Reference number C9365-25-0022 Job locations The Alexandra Hospital Woodrow Drive Redditch Worcestershire B98 7UB Job description Job responsibilities Key Duties: Postholders must be able to work on their own initiative when carrying out their usual duties. Supervision is available as required. To ensure that there is good communication between the administration team and the clinical team so that the department runs smoothly. To ensure that all patients are received and directed to the appropriate waiting area or department, in a courteous and professional manner. The postholder is often the first point of contact for the majority of patients. To ensure that patients demographic details are always kept up to date in the medical records and on the PAS system, by checking personal details such as name, address, telephone number, ethnic origin, and GP. To use the Patient Administration System (Oasis), to book patients into an outpatient clinic or admit as a day case on arrival and to make follow up outpatient appointment or discharge patients on departure. To respond to patient telephone or face to face complaints in the first instance, seeking support and advice from the team leaders or nurses as appropriate. Using the information on the clinic outcome form or agreed protocols, ensure that the outcome of the clinic attendance is recorded accurately and immediately on PAS. To ensure that routine enquiries from patients about their appointments such as postponing, cancelling or rearranging are all dealt with professionally and immediately. To ensure that Ambulance control and the porters are informed of any passengers awaiting transport / transfer and advise patients of how to book transport for their next visit. To ensure that any new patients arriving in clinic are registered on the system. To open and distribute post that may come to the department. Liaise with clinical staff in outpatient clinics to ensure that a quality service is provided to patients and to ensure that nurses are kept fully informed of any general messages or issues regarding appointments or patient concerns. In exceptional circumstances where clinical staff are unable to arrive for the clinic, support the appointments team and nurses with cancelling patients by telephone at the last minute. In advance of the start of the clinic, ensure that the team leader is notified of any problems regarding clinics taking place that day. Ensure that any walk-in / emergency patients arriving in clinic are booked an appointment immediately onto the PAS system. Print an outpatient event pack associated with that appointment/speciality and informs the nursing staff of the patients arrival. Ensure computer, printer equipment and stationery is available and working effectively working, reporting any faults or problems to the team leader. Work flexibly within normal clinic hours to ensure that the clinic is covered at all times and never left unattended. Notify the team leader of any foreseen problems that will affect the smooth running of the department. To show new staff how to carry out the basic reception duties and the processes specifically required for the named reception area. To undertake training to become familiar with, and competent in current Booking Service/Health Records procedures and practices, to provide an effective, efficient, courteous, high quality patient access service. This will include recording data and maintaining data quality on manual and computerised systems in accordance with agreed policies and procedures. Carry out any other duties, within the grade, as requested by the Booking Services Manager. Job description Job responsibilities Key Duties: Postholders must be able to work on their own initiative when carrying out their usual duties. Supervision is available as required. To ensure that there is good communication between the administration team and the clinical team so that the department runs smoothly. To ensure that all patients are received and directed to the appropriate waiting area or department, in a courteous and professional manner. The postholder is often the first point of contact for the majority of patients. To ensure that patients demographic details are always kept up to date in the medical records and on the PAS system, by checking personal details such as name, address, telephone number, ethnic origin, and GP. To use the Patient Administration System (Oasis), to book patients into an outpatient clinic or admit as a day case on arrival and to make follow up outpatient appointment or discharge patients on departure. To respond to patient telephone or face to face complaints in the first instance, seeking support and advice from the team leaders or nurses as appropriate. Using the information on the clinic outcome form or agreed protocols, ensure that the outcome of the clinic attendance is recorded accurately and immediately on PAS. To ensure that routine enquiries from patients about their appointments such as postponing, cancelling or rearranging are all dealt with professionally and immediately. To ensure that Ambulance control and the porters are informed of any passengers awaiting transport / transfer and advise patients of how to book transport for their next visit. To ensure that any new patients arriving in clinic are registered on the system. To open and distribute post that may come to the department. Liaise with clinical staff in outpatient clinics to ensure that a quality service is provided to patients and to ensure that nurses are kept fully informed of any general messages or issues regarding appointments or patient concerns. In exceptional circumstances where clinical staff are unable to arrive for the clinic, support the appointments team and nurses with cancelling patients by telephone at the last minute. In advance of the start of the clinic, ensure that the team leader is notified of any problems regarding clinics taking place that day. Ensure that any walk-in / emergency patients arriving in clinic are booked an appointment immediately onto the PAS system. Print an outpatient event pack associated with that appointment/speciality and informs the nursing staff of the patients arrival. Ensure computer, printer equipment and stationery is available and working effectively working, reporting any faults or problems to the team leader. Work flexibly within normal clinic hours to ensure that the clinic is covered at all times and never left unattended. Notify the team leader of any foreseen problems that will affect the smooth running of the department. To show new staff how to carry out the basic reception duties and the processes specifically required for the named reception area. To undertake training to become familiar with, and competent in current Booking Service/Health Records procedures and practices, to provide an effective, efficient, courteous, high quality patient access service. This will include recording data and maintaining data quality on manual and computerised systems in accordance with agreed policies and procedures. Carry out any other duties, within the grade, as requested by the Booking Services Manager. Person Specification Knowledge and Skills Essential Good keyboard skills. Good communication skills. Literate. Numerate. Awareness of confidentiality Qualifications Essential GCSE/OLEVEL in Maths & English (or equivalent) Personal Qualities Essential Organised Friendly/reassuring disposition. Ability to work under pressure. Able to work on own initiative. Team player. Flexible approach to duties. Willing to cover others for annual leave and absence. Must be able to work flexibly over 5 days. Experience Essential Good clerical background. Experience working face to face with the general public. Customer care experience, acquired through training and experience Desirable Knowledge of:- Hospital PAS System, e-RS, 18 wk pathway, Ez Notes Previous experience of working in NHS environment Person Specification Knowledge and Skills Essential Good keyboard skills. Good communication skills. Literate. Numerate. Awareness of confidentiality Qualifications Essential GCSE/OLEVEL in Maths & English (or equivalent) Personal Qualities Essential Organised Friendly/reassuring disposition. Ability to work under pressure. Able to work on own initiative. Team player. Flexible approach to duties. Willing to cover others for annual leave and absence. Must be able to work flexibly over 5 days. Experience Essential Good clerical background. Experience working face to face with the general public. Customer care experience, acquired through training and experience Desirable Knowledge of:- Hospital PAS System, e-RS, 18 wk pathway, Ez Notes Previous experience of working in NHS environment Employer details Employer name Worcestershire Acute Hospitals NHS Trust Address The Alexandra Hospital Woodrow Drive Redditch Worcestershire B98 7UB Employer's website https://www.worcsacute.nhs.uk/ (Opens in a new tab)