Main area Patient Access Services - Broadgreen Hospital
Grade Band 2
Contract Permanent
Hours Full time - 37.5 hours per week (Monday - Friday 08:30 - 17:00)
Job ref 287-DSS-590-24
Employer Liverpool University Hospitals NHS Foundation Trust
Employer type NHS
Site Broadgreen Hospital
Town Liverpool
Salary £23,615 per annum
Salary period Yearly
Closing 21/04/2025 23:59
Job overview
The post holder is responsible as part of a team for providing a dedicated and comprehensive administration and reception service for Outpatients within the Trust using Partial and Full booking processes. The post holder will act as the first point of contact for all Outpatient enquiries from internal and external customers at all levels. A significant responsibility of the role is to accurately record information using relevant Trust paper and computer-based systems.
Main duties of the job
Patient Access Services are looking to recruit 1 full-time Patient Access Clerk on a permanent basis for our busy team. Applicants will be well-motivated and flexible individuals who can work on their own initiative. You will be an efficient team player who can work to deadlines in a demanding environment and portray a professional image at all times. You will be expected to provide an effective customer-focused service in line with the Trust's 'First Impression' Standards and be able to demonstrate confident communication and interpersonal skills.
The range of duties may include routine reception duties, preparation of medical notes for outpatient clinics, and the booking of outpatient appointments. Keyboard skills are essential. Uniforms will be provided where necessary; however, all successful candidates will be required to present a smart and professional image in line with the Trust's Uniform and Dress Code Policy.
Full Time position at 37.5 hours per week (08:30 - 17:00 Monday to Friday)
We may hold other high-scoring applicants on the reserve list for 3 months with applicants' consent.
Working for our organisation
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust. The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
Detailed job description and main responsibilities
The post holder has responsibility to undertake the full range of duties commensurate with the role (booking/reception/patient reminder/general) and shall, as necessary, be flexible in providing cover for absent colleagues in order to maintain service provision. The post holder shall follow all the policies and procedures of the organisation.
Booking of appointments:
1. Liaise with secretaries and admin departments regarding booking of appointments, referral letters, etc.
2. Using the PAS system, in chronological order, invite patients and book appointments as appropriate.
3. Manage appointment slot issues in line with local/national standard operating procedures; refer to line manager any issues which jeopardise 18-week pathway.
4. To process and prioritise the scheduling of outpatient appointments due to clinical urgency and length of wait and in accordance with departmental procedures, protocols, and Trust Policies.
Reception of patients:
1. Undertake reception duties in a professional, pleasant, tactful, and understanding manner. Greet patients upon arrival, check demographic information is up to date on PAS and arrive patient on system.
2. Exercise judgement when problems arise by taking appropriate action to resolve the problem or refer on to the appropriate person.
3. Attempt to diffuse difficult situations with angry or distressed patients/visitors and when unable to do so contact the appropriate manager or clinical staff for support.
Person specification
Qualifications
* Educated to GCSE standard with 4 GCSE’s at level A-C (or equivalent)
* ECDL, CLAIT or IBT qualification
* Registration with and/or working towards records management or legislative qualification e.g. ISEB, DPA, IHRIM, BCS, Records Management Society etc.
Experience
* Experience working with the public/patients
* Clerical experience with the ability to undertake duties including filing, photocopying, scanning, data entry, faxing, email etc.
* Experience working in a hospital or NHS environment
* Experienced user of a patient administration system (PAS)
Knowledge
* Awareness of legislation, standards, and guidelines relating to records and information
* Knowledge of health records processes or systems
Skills
* Ability to use own initiative
* Ability to work to deadlines
* Team player
Other
* Physically able to perform the duties of the post
* Ability to travel to any Trust site as required
* Courteous, polite, and of smart appearance
Please ensure you check the email account (including junk/spam boxes) from which you apply regularly as we will use this to contact you regarding your application.
Posts advertised to ‘internal staff’ are open to employees of hospitals within University Hospitals of Liverpool Group and you should confirm your employment within your application form.
Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.
We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.
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