Main area Ophthalmology Grade NHS AfC: Band 3 Contract Permanent: 08:30am-5:30pm Monday, Wednesday, Friday Hours Part time - 25.5 hours per week (Monday, Wednesday, Friday) Job ref 388-7008210-A&C
Employer Torbay and South Devon NHS Foundation Trust Employer type NHS Site Torbay Hospital Town Torbay Salary £24,071 - £25,674 per annum Salary period Yearly Closing 24/04/2025 23:59
Receptionist / Admissions Officer
NHS AfC: Band 3
Job overview
Our Receptionist / Admissions Officer will monitor and effectively manage day case and inpatient waiting lists for the Ophthalmology Speciality adhering to waiting list policies and procedures. They will book Ophthalmology lists in an efficient and effective manner ensuring the maximisation of resources, while working in partnership with trust colleagues (clinical and non-clinical) to ensure that the delivery of patient centred services.
They will provide a range of administrative and clerical duties in support of the efficient and effective running of the booking office service and to optimise the experience of the patients using the service.
Main duties of the job
* Fully manage day-case and inpatient waiting lists achieving Trust and national standards. Adhering to the Trust’s patient access policy, inputting patient operation information into IHCS, Galaxy and mediSIGHT in a timely fashion
* Book outpatient pre-assessment, laser and minor op appointments, macular injection slots and manage glaucoma investigations in a timely manner in line with the admission process and be responsible for setting up and closing outpatients’ clinics on IHCS.
* Provide the first point of contact for written and telephone enquiries on all aspects of waiting lists and clinics (pre-assessment, minor op and laser). Be able to communicate sensitively and patiently when explaining waiting list and clinic procedures to patients and relatives.
* Liaise with consultants on waiting list management in order to meet targets, to include negotiating extra lists with the Admin Team Lead, Practice Manager and Operational Manager
* Answer telephone calls and enquiries in an efficient manner ensuring an appropriate follow through and using initiative to deal with all enquires
* Arrange admission dates and clinic appointments ensuring patients are seen at appropriate times and in accordance with the patient access policy, recording any earliest reasonable offer dates and patient available from dates
* Assist the Admin Team Leaders with validating pathways and ensuring breaches are identified and escalated.
Working for our organisation
Our Ophthalmology department consists of 13 Consultant Ophthalmologists, 2 Associate Specialists and 1 Specialty Doctor. There are also junior doctors ranging from ST1s to ST8s including Belgium Fellows. The Orthoptic department consists of 1 Head Orthoptist and an orthoptist team; as well as Allied Health Professionals and Specialist Nurses.
Our department is supported by a Practice Manager, 2 Admin Team Leaders, a team of B3 and B2 secretaries plus B3 supervisor and receptionists/admissions.
Our Ophthalmology service is very busy, and the admin teams are key to ensure things run smoothly and efficiently. It is therefore imperative that each member of the team works well under pressure and as a team player but equally as important that they are able to work independently and prioritise workload effectively.
One of the main rewards of this role is knowing you have made a difference and enhanced a patient’s experience within the Ophthalmology Department.
Detailed job description and main responsibilities
* This position requires empathy and tact when dealing with patients that may be angry or upset regarding any aspect of their care
* Communicate effectively in writing and verbally with:
Internal
* Consultants
* Nursing staff
* Medical Personnel
* Admin and Clerical staff
* Ancillary Staff
* Management
* Across the trust
External
* Patients and Carers
* Members of the general public
* G.P. Practices
* Other Hospitals both in and out of the district
* Locum medical agencies
* Communication may involve relaying complex and confidential information between clinical staff and patients – the postholder should be able to relay this information accurately, with understanding and with empathy
* On occasion may need to use initiative to overcome language barriers in order to relay information
Ensure that patients are treated with courtesy, dignity and respect
* Providing the efficient and effective administrative support to the department
* Handle routine and non-routine enquiries in an efficient manner and ensure appropriate follow through using initiative to deal with all enquiries either verbally or in writing
* Make judgements in order to maximise usage of Ophthalmology capacity whilst remaining within local and national targets
* Accurately record all data on the IHCS, Galaxy and mediSIGHT
* Ensure that referrals, queries and data are received, actioned and recorded in an accurate and timely fashion
Be responsible for updating the clinical systems with all confirmed admission and clinic dates
* Where appropriate to update the PTL in an accurate and timely manner
* Ensure that each patient has a pre-assessment (where appropriate), and it is booked in a timely manner prior to admission
* Basic Excel skills
* Dealing with patients on the telephone and in person, to negotiate admission/clinic dates and time
* Dealing with cancer/emergency patient queries and concerns in person and on the telephone with empathy and consideration
* Ensure that all protocols are maintained and are kept up to date
Advise management of any service deviations
Comply with the Trust’s Patient Access Policy and Standard Operating Procedures
* Identify areas for service improvement and support implementation, including development and maintenance of protocols
* Arrange and negotiate with each Patient the admission date and time to ensure they are booked in accordance with Cancer targets, the Patient Access Policy and Referral to Treatment target escalating as necessary to the Admin Team Leaders and Practice Manager as required
* Responsibility for keeping own IT equipment/records safe from damage and access by unauthorised users
Work proactively and independently both with and without supervision, ensuring day to day tasks are completed in a timely manner
Support new and current staff in their role and ensure compliance with Standard Operating Procedures
Provide cover for the other members of the team, as required
* Actively contribute to the development of new processes, protocols and standard operating procedures
* Ensure relevant training is completed in order to use Trust IT computer systems.
* Use the relevant Trust IT computer systems to maintain patient records
* Manage own workload
* Participate in the training of new staff members as appropriate
* Ensure that all communication received (both verbal and non-verbal) is actioned and/or recorded appropriately
* Provide support and cover, when required, to colleagues as determined by the Admin Team Leaders and Practice Manager
* Attend and participate in departmental meetings and take notes / minutes as required
Person specification
Essential and desirable
* Good standard of education - GCSE in Maths and English or equivalent
* Good standard of keyboard & IT skills
* Experience of administrative duties
* Experience of providing a customer focused service
* Knowledge of Microsoft Office software
* Ability to work on own initiative as well as part of a team
* Able to communicate effectively with patients, all grades of staff and external contacts, both verbally and in writing
* Ability to prioritise own workload and achieve deadlines
* Ability to carry out duties sometimes in stressful and demanding situations
* Ability to maintain confidentiality
* NVQ in Administration
* Knowledge of Trust Patient Administrative and Information Systems & Computer Software (Choose & Book, Galaxy, IHCS, MediSIGHT)
* Understanding of Patient Tracking List (PTL)
You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.
IMPORTANT INFORMATION
* We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
* Please read the job description carefully and tailor your application to reflect the requirements of the role.
* Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
* Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
* Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
* If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
* It is your responsibility to ensure the timely receipt of appropriate references.
The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.
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