Worcestershire Acute Hospitals NHS Trust
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 Worcester. 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, 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 work as part of the Outpatient clerical team assisting with the smooth and efficient running of the Outpatient Department.
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.
Job responsibilities
Postholders must be able to work on their own initiative when carrying out their usual duties. Supervision is available as required.
1. To ensure that there is good communication between the administration team and the clinical team so that the department runs smoothly.
2. To ensure that all patients are received and directed to the appropriate waiting area or department, in a courteous and professional manner.
3. To ensure that patients' demographic details are always kept up to date in the medical records and on the PAS system.
4. To use the Patient Administration System (Oasis) to book patients into an outpatient clinic on arrival and to make follow-up outpatient appointments or discharge patients on departure.
5. 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.
6. To ensure that the nursing staff are aware of arrivals for clinics.
7. 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.
8. To ensure that routine enquiries from patients about their appointments are dealt with professionally and immediately.
9. To ensure that Ambulance control and the porters are informed of any passengers awaiting transport/transfer.
10. To ensure that any new patients arriving in clinic are registered on the system.
11. To ensure that any event case notes leaving the department are tracked on OASIS using the correct tracking code.
12. To open and distribute post that may come to the department.
13. To ensure that any event case notes of patients who did not attend are dealt with according to Consultants' instructions.
14. To ensure that an up-to-date clinic list and vacancy summary list is available for the clinical staff if required.
15. To liaise with clinical staff in outpatient clinics to ensure that a quality service is provided to patients.
16. In exceptional circumstances where clinical staff are unable to arrive for the clinic, support the appointments team and nurses with cancelling patients by telephone.
17. In advance of the start of the clinic, ensure that the Reception Co-ordinator/team leader is notified of any problems regarding missing case notes or referral letters.
18. Ensure that any walk-in/emergency patients arriving in clinic are booked an appointment immediately onto the PAS system.
19. Ensure computer, printer equipment and stationery is available and working effectively, reporting any faults or problems to the Reception Co-ordinator/team leader.
20. Work flexibly within normal clinic hours to ensure that the clinic is covered at all times.
21. Notify the team leader of any foreseen problems that will affect the smooth running of the department.
22. To show new staff how to carry out the basic reception duties.
23. To undertake training to become familiar with, and competent in current Booking Service/Health Records procedures and practices.
24. Carry out any other duties, within the grade, as requested by the Booking Services Manager.
Person Specification
Knowledge and skills
* Literate
* Numerate
* Awareness of confidentiality
Qualifications
Experience
* Good clerical background.
* Working with the general public.
* Customer care, acquired through training and experience.
* Knowledge of PAS System, e-RS, 18 wk pathway, Health Records, CLIP.
* Organised.
* Ability to work under pressure.
* Able to work on own initiative.
* Team player.
* Flexible approach to duties.
* Must be able to work flexibly over 5 days.
Employer name
Worcestershire Acute Hospitals NHS Trust
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