Job summary
To provide a comprehensive clerical first point of contact for a fast-paced Phlebotomy outpatient Department as part of the Clinical support service (CSS) Care Group. This involves direct contact and communication with patients and Trust staff daily. The post holder will assist all service areas within the Phlebotomy Department outpatient service covering all duties which include, booking in patients attending the service, taking patient queries, answering telephone enquiries from patients and trust staff, and sorting post.
Main duties of the job
To participate in general reception duties, always dealing with the public and patients in a tactful and courteous manner. This will involve dealing with patients and/or their carers/representatives where cultural and language differences and/or physical and/or special needs and/or angry/distressed patient make excellent communication skills essential.
Providing and receiving sensitive and personal information from patients and/or their representatives/carers where confidentiality must be maintained.
Ensure that the telephone is answered in a timely manner and all callers are always dealt with efficiently and courteously.
Book appointments for patients as required. To perform telephone duties that include making and receiving calls to patients and Trust staff and conveying complex, sensitive information to hospital clinicians, GP surgeries, other healthcare professionals and external agencies in line with departmental policies and the Data Protection Act.
To cover the Phlebotomy reception area, meeting patients politely, efficiently and professionally, checking all relevant details and processing requests as required by ICE or other booking services.
About us
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300, providing inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010 and the continued upgrading of existing areas ensures the Trust now has a state-of-the-art Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit facilities. A new Urgent Emergency Care Centre was opened in March 2023. The two-storey development has significantly improved emergency care facilities and capacity and has provided almost 5,000 square metres of additional clinical space.
Date posted: 14 April 2025
Pay scheme: Agenda for change
Band: Band 2
Salary: £24,169 a year pro rata
Contract: Permanent
Working pattern: Full-time
Reference number: 407-WCCSS-6957825
Job responsibilities
To accurately check and record patient details obtaining all relevant information and clinical details on patient record systems, highlighting any discrepancies for further investigation.
To ensure relevant and adequate stationery and pathology consumable supplies are available for the smooth running of all departments in liaison with the Care Group Management.
Will be required at times to work under own initiative.
Adhere to the Trust's complaints procedure with regard to written and verbal complaints using appropriate referral mechanisms to resolve given situations.
Will form effective communication with colleagues and all other departmental staff to ensure adequate arrangements are made to carry out all assigned duties.
Staff have a major role in suggesting and implementing improvement to services and in exercising professional responsibility for both themselves and their peers with an open no blame culture.
The post holder will be required to take part in any necessary training programmes to maintain an in-depth knowledge of work procedures and practices related to the departments within the Care Group and the Trust Organization.
The trust operates a system of IPDR for the purpose of agreeing performance objectives and discussing development needs in line with requirements of service needs.
Person Specification
Qualifications Essential
* Maths and English grade C or equivalent
* RSA 1 Typing/keyboard skills
Experience Essential
* Previous experience of working in a hospital setting
Desirable
* Use of clinical systems
Skills Essential
* Able to work as part of a team and using own initiative.
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.
Employer name: Walsall Healthcare NHS Trust
Address: Walsall Manor Hospital, Moat Road, Walsall, WS2 9PS
Employer's website: https://walsallhealthcare.nhs.uk
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