County Durham & Darlington NHS Foundation Trust
An exciting opportunity has arisen within our Reception Team based at Bishop Auckland Hospital.
Working 37.5 hours per week as part of our reception team, you will be responsible for the provision of a high standard reception service within the outpatient departments.
You will be educated to 5 GCSE Level or NVQ Level 2 in Business & Administration or Customer Service and have relevant experience within a busy office environment. Previous NHS experience and knowledge of Patient Administration Systems would be advantageous but is not essential.
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 be able to achieve this. Excellent customer service skills are essential for this role.
The successful candidate will be based at Bishop Auckland Hospital and may be required to work at other sites within the Trust, if necessary.
Main duties of the job
You will be responsible for the reception of patients and visitors to the Outpatient Department. This includes arriving patients for their appointments, arranging any future appointments taking into account clinic rules, urgent/routine ratios and working with clinical staff to achieve patient satisfaction. You will also liaise with GPs, hospital staff and other professional bodies to ensure smooth running of the department.
To ensure that any enquiries are dealt with in a prompt, responsive and courteous manner at all times to ensure patients are satisfied with the service provided by the Reception Team and to ensure the Trust is portrayed in a positive manner.
You will be required to work weekends and bank holidays on a rota system to cover ad hoc clinics.
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
* Responsible for the reception of patients and visitors to the Outpatients Department and all reception duties concerned e.g. sorting post, filing, stock monitoring, photocopying, delivery checks.
* Responsible for the timely and accurate clinic management of appointments & waiting list on the Patient Administration System, implementing time surveys on the waiting times of clinics as required.
* Responsible for registering new patients on the computerised Patient Administration System ensuring data is retrieved and recorded accurately.
* Ensure patients, relatives, employers of and visitors to the Trust are greeted courteously and promptly upon arrival at the Trust's reception desk.
* Liaise with all departments within the Trust to resolve queries from visitors or telephone calls.
* To generate and send out letters to patients inviting them to contact the department to make an outpatient appointment.
* To ensure that all appointments which require cancelling or amending are reallocated for patients.
* Booking of transport for patients, where medically necessary, for future attendance.
* Identifying potential overseas visitors on arrival for outpatient appointments or admissions and inform overseas patient interviewer.
* To ensure patient satisfaction and confidentiality is maintained throughout.
* To deal with distressed, abusive and/or complaining customers face to face and via the telephone.
* Ensure all patients are provided with the family and friends questionnaire.
* To assist supervisor in the mentorship, training and development of new members of staff.
Person Specification
Special Requirements
* Good interpersonal skills
* Approachable and friendly
* Ability to maintain strict confidentiality
* Willing to undertake any training required for the post
* Ability to travel
* Self-reliance
* Well presented
Experience
* Working in a busy office environment
* NHS Reception Experience
Special Skills and Knowledge
* Knowledge of 18 week referral to treatment
* Organisational skills
* Ability to work under pressure
* Ability to prioritise
* Knowledge of NHS Patient Administration systems
* Knowledge of Overseas Visitor charging regulations
Qualifications
* Must have 5 GCSEs grades A-C or NVQ Level 2 in Business & Administration or Customer Care or equivalent experience
Employer name
County Durham & Darlington NHS Foundation Trust
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