County Durham & Darlington NHS Foundation Trust
An opportunity has arisen for a Band 4 Reception Coordinator based at Darlington Memorial Hospital to work within Reception, Patient Booking.
This is a key role in assisting the Reception Manager to effectively manage and achieve high standards within the Reception Service, Overseas Visitors and Private Patients to the organisation. You will have the freedom to be innovative and you will have the opportunity to greatly influence the service provided to our patients.
Candidates must be interested in ensuring patient satisfaction, have good organisational skills, a sensitive manner when dealing with patients and staff members, and work to a high level of accuracy. A conscientious, flexible approach is essential along with the ability to work effectively within a team.
The ability to work under pressure both individually and as part of a team is important to ensure that deadlines are met. Good organisational and interpersonal skills are essential in order to achieve this.
You will ensure all policies, procedures and standards are adhered to and updated on a regular basis and monitor performance targets.
Main duties of the job
You will liaise closely with the Central Appointments Department, Waiting List Department, Consultant Medical Staff, Nursing Staff, Senior Managers, Medical Secretaries and external stakeholders.
You must possess a diploma, or NVQ Level 4 in Business Administration or equivalent experience and have knowledge of NHS Patient Administration Systems, Overseas Visitors processes and Microsoft Office applications.
The successful candidate will be based at Darlington Memorial Hospital but will also be responsible for Bishop Auckland General Hospital reception staff. You may be asked to work at other sites within the trust if necessary.
The post includes the ability to hybrid work (Office and Home working).
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
* Assist the Reception Manager in the ongoing development of the service provided within the Trust, including the maintenance of an accurate Patient Administration System.
* Develop all policies and procedures to support practices within the Department.
* Liaise closely with the Central Appointments Coordinator, Waiting List Coordinator, Consultant Medical staff, nursing staff, Senior Managers, Medical Secretaries, and other key staff.
* Ensure that the Reception staff working in the Out Patients Departments deal with all patients and visitors promptly and courteously, identifying training needs as appropriate.
* Ensure that strict timescales are adhered to for complying with subject access requests.
* Work closely with staff to standardise systems and processes wherever possible.
* Assist in creating an environment that is patient-focused and ensure that patients are satisfied with the service provided by the Reception staff and the Access to Health Team.
* Investigate complaints made about the service and ensure that lessons are learned.
* Monitor performance targets.
* Ensure that necessary procedures are followed following notification of overseas visitors and private patients in accordance with standard financial instructions.
* Carry out staff appraisals and identify staff training needs.
* Monitor staff absence, ensuring that all absence is recorded accurately and promptly, and take appropriate action where necessary, ensuring adequate cover during periods of absence.
* Maintain the Patient Administration System by recording all outpatient attendances and outcomes promptly and accurately.
* Ensure that the NHS number is entered into the Patient Administration System for all patients.
* Be responsible for staff performance, which may include disciplinary and grievance issues.
* Oversee recruitment and selection procedures for staff working in the Out Patient Reception Departments.
* Check staff time sheets and travel expenses in accordance with agreed procedures.
* Order stationary and supply requests via the CARDEAsystem.
* Co-ordinate Health & Safety checks.
* Carry out the role of IAA to ensure that IRM processes are embedded within the organisation.
* Cover all duties performed by the Reception Supervisor in their absence to ensure the smooth running of all areas.
Person Specification
Qualifications
* Educated to Diploma standard or NVQ Level 4 in Business Administration or equivalent experience.
* Knowledge of NHS Patient Administration Systems.
Special Skills and Knowledge
* Knowledge of 18 week referral to treatment.
* Knowledge and expertise of overseas visitors charging regulations and the legal requirements, providing advice and guidance within a health care setting.
* Organisational skills.
* Ability to work under pressure.
* Ability to prioritise.
* Experience of working with Microsoft Office applications.
* Knowledge of NHS Patient Administration systems.
* Knowledge of private patient procedures within an NHS setting.
Experience
* Working in a busy office environment.
* Previous experience of working in the NHS.
* Experience of booking appointments using a computer system.
Special Requirements
* Good interpersonal and organisational skills.
* Good influencing and motivating skills.
* Professional, approachable and friendly.
* Ability to maintain strict confidentiality.
* Willing to undertake any training required for the post.
* Ability to travel to different hospital sites.
* Self-reliance.
Employer name
County Durham & Darlington NHS Foundation Trust
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