Employer Calderdale and Huddersfield NHS Foundation Trust
Employer type NHS
Site Cross Site
Town Cross Site
Salary £23,615 per annum, pro rata
Salary period Yearly
Closing 06/04/2025 23:59
Interview date 23/04/2025
Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.
We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.
We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.
Job overview
The post holder will be required to become fully competent in a range of reception duties, to support the day to day running of Outpatient Reception areas across Calderdale and Huddersfield NHS Foundation Trust, including any off site reception areas if applicable.
They will be required to work in accordance with Trust and National standards, policies and procedures.
The role will require the ability to work in an organised and efficient manner and the post holder must possess effective communication skills.
The post holder will report into the Supervisor/Team Leader and will be required to work closely with all members of the Reception Team.
The post holder needs to be able to provide an excellent service to both external and internal users of the service and to ensure that a complete, effective, and patient focused approach is maintained at all times with flexibility being an important component of the post, training and working across all the sites to cover all reception areas within the Trust as and when required.
Main duties of the job
1. Answering the phone in a timely, effective and professional manner.
2. Develop working relationships with colleagues in other departments within the Trust and to assist and advise where necessary.
3. Data Entry where required on to the Electronic Patient Record (EPR) system.
4. Assist in the booking of urgent appointments, ensuring all relevant information is enclosed.
5. Contact patients to confirm appointment dates and time.
6. Prioritise your workload on a daily basis.
7. Undertake the scheduling of patients using the systems i.e. KP+ (Knowledge Portal) and any other relevant systems.
8. Receive and book in patients for clinics on their arrival.
9. Be responsible for booking transport for patients as necessary, notifying the transport department of any cancellations or changes when required.
10. Required to deal with confidential matters using discretion and sensitivity.
11. To Assist with the training of new staff members and shadow/mentor them as part of their induction and training programme.
12. To act as a point of contact in the absence of a supervisor.
13. Keeping the working environments always tidy and highlighting any health & safety issues.
14. Flexibility of working is essential to train and cross cover all Outpatient Reception areas.
15. Seek advice and support from Line Manager whenever necessary.
16. Maintain professional conduct including appearance at all times.
17. Any other duties within the scope of the grade at the discretion of Supervisor/Manager.
Working for our organisation
We employ more than 6,500 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, health centres and in patients’ homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.
We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children’s and young people’s services; end of life care and outpatient and diagnostic imaging services.
We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. These include Todmorden Health Centre and Broad Street Plaza.
We continue to modernise and invest in our health services to build on our strong reputation. Foundation trusts are public leaders in improving quality in health services. They are part of the NHS– yet decisions about what they do and how they do it are driven by independent boards. Boards listen to their Council of Governors and respond to the needs of their members – patients, staff and the local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in the changes to the local community needs, in striving to be the best, and in putting their patients first.
Detailed job description and main responsibilities
1. Dealing with telephone, written, electronic enquiries from external and internal sources as appropriate.
2. Be responsible for cancelling and re-booking appointments resulting from a patient-initiated cancellation.
3. Undertake training as required and to support new initiatives.
4. Be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet with the 18-week referral to treatment pathways.
5. Proactively encourage the recording of mobile numbers to improve our text reminder service.
6. Ensure that communication links are maintained with internal staff, GP’s, Patients and other organisations to ensure swift resolution of any potential appointment/clinic/reception issues.
7. Comply with all Trust policies, procedures, and protocols.
8. Carry out duties with due regard to the Trust’s Equal Opportunity Policy.
9. Participate annually identifying, developing, and agreeing your own development plan with your Line Manager using the Trust Appraisal.
Person specification
QUALIFICATIONS / TRAINING
* English and Math GCSE grade 9-2 (A*-E) or equivalent or high level of literacy and numeracy skills demonstrated within application.
* Willingness to undertake any training or development relevant to the role.
* Customer focused training already undertaken.
KNOWLEDGE, EXPERIENCE & EXPERTISE
* An awareness of the importance of maintaining patient confidentiality at all times.
* Experience of working within a customer focused setting.
* Previous clerical experience in an office/admin/reception environment.
* Motivation to develop the role and themselves within the role.
* Excellent computer skills with knowledge of Microsoft packages.
* Ability to prioritise and meet deadlines.
* Good organisational skills.
* Be innovative and proactive.
* To be able to ensure Quality Assurance throughout the Service Delivery process.
* Be goal oriented to ensure work is processed to targets set by management and in line with agreed processes and procedures.
* Highly motivated.
* Helpful manner.
* Experience of working within an office-based NHS setting.
* Knowledge of the Cerner EPR system including Knowledge of the booking process.
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
* Good communication written and verbal skills.
* Ability to work effectively as part of a team to deliver the service.
Our vision is to provide One Culture of Care for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co-create the change we want to see. We take pride in the diversity of our workforce that’s why we encourage applications from all. Reasonable adjustments will be made for disabled applicants.
Please ensure your application is submitted with referees who can verify your employment/education history over the last three years and include valid email addresses for them. We will request electronic Factual Employment References from your previous employers. These references will be requested before you are issued with an unconditional offer of employment letter.
If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.
You may be required to undertake a DBS. The Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £54.40, Standard £26.40 or Basic £26.40) from your salary when you commence in post (including Internal staff). You will also be required to participate in the DBS Update Service and pay the £16 cost per year. This is a condition of your employment.
CHFT is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.
If you have any questions please contact ask.recruitment@cht.nhs.uk for assistance.
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