Medical Outpatients Clerical Assistant / Receptionist
The post holder will provide efficient and comprehensive administration support, working as part of a team, covering all aspects of the Medical Outpatients Reception function and Medical Outpatients Department.
Duties will include providing a reception service to patients, relatives/carers and all staff groups, arranging patient appointments via telephone or face to face and demonstrating a high standard of customer care.
Main duties of the job
A vacancy has arisen for a full time clerical assistant/receptionist to work within the busy Medical Outpatients Department at Northampton General Hospital.
We are looking for an enthusiastic person to join the team. The successful candidate will have a flexible and positive attitude, be methodical, committed team player, able to work under pressure, meet deadlines and have excellent customer services skills as this is a patient facing role.
An eye for detail is essential along with good IT skills.
The successful candidate must have experience in a clerical or receptionist role.
Job responsibilities
To provide an efficient and courteous reception service to patients, relatives/carers, Medical Outpatients and the wider Trust.
Deal with often complex telephone queries from patients, GPs, Consultants and the wider Trust which may use technical language/clinical terminology and to recognise when advice is required from more senior or clinical staff.
To arrange appointments for patients in accordance with guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient.
To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff.
To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.
To communicate complex information regarding Medical Outpatients appointments and results to departments within the Trust and externally.
To communicate with the IT Department to report faults/problems with the departments IT systems or interfaces often imparting complex or technical information.
Liaise with the administration and clinical teams when booking appointments to ensure appointments are booked onto the appropriate lists.
To input data and maintain the integrity of data held in the IT systems used within the Hospital Information System (CaMIS).
To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.
To implement manual procedures detailed in the departments disaster recovery and business continuity plans in the event of IT systems/network failure.
To ensure all departmental targets and deadlines are achieved using initiative to book/move patients into appropriate appointment slots. Raising any potential problems to the attention of more senior staff.
To assist with reception administration and update the relevant databases and patient information systems when required.
To use advanced keyboard and computer skills to accurately and rapidly input patient data into the Medical Outpatients and Hospital systems.
To be actively involved in offering suggestions for service improvements and to help support and implement any changes necessary.
To book interpreters and transport in accordance with Trust protocol.
To support in training of Medical Outpatients and other Trust staff and train new admin staff as required on all departmental administrative systems.
To locate medical notes within a department or request them from other locations.
To prepare medical notes for outpatient clinics.
To be able to work using own initiative and to be able to work unsupervised.
To provide general administrative services as required by the department.
To open, process and send mail, photocopying and emails, as and when necessary.
Person Specification
Educations, Training and Qualifications
* English and Maths GCSE grade C or equivalent
* NVQ Level 2 Business Administration or Customer Care or equivalent
Knowledge and Experience
* Telephone communication experience
* Computer based administration systems experience
* Good basic IT skills including use of MS Outlook
* Previous experience in a patient/customer facing role
* Previous experience within the NHS
Skills
* Evidence of good written communication skills
* Good oral communication skills
* Effective interpersonal skills
* Able to maintain confidentiality at all times and knowledge of GDPR
* Good organisation skills, planning and time management skills
Key Competencies/Personal Qualities and Attributes
* Flexible attitude to work and willingness to learn and adapt to change
* Evidence of good team working skills
* Able to work to deadlines
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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