The post holder will provide a front-line presence on the ward delivering a high standard of customer care to patients, visitors & staff, conducting business in a manner that promotes the environment as professional and efficient.
Effective day-to-day planning is essential to ensure that the administrative needs of the service are met and support the delivery of high-quality care.
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching, and training so that we can be the best that we can be. From the moment you start with us and throughout your career, we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
Responsibilities:
1. Communications and Relationship skills - (Factor 1)
Positively influence staff & patient engagement both face to face & over the telephone.
Effectively communicate with patients in a sensitive & compassionate manner.
Field internal and external telephone enquiries and record messages for colleagues, always maintaining the highest level of customer care and attention to detail.
Provide an effective, customer-focused ‘front of house’ reception service, receiving and directing patients and visitors with the highest level of customer-facing service.
2. Analytical and Judgemental skills - (Factor 3)
Take the initiative in obtaining additional information from colleagues where it is found to be lacking.
Liaise effectively with members of staff in the differing hospital departments.
Deal with patient and staff enquiries within the sphere of competence.
Take the initiative to locate medical notes if they are found to be missing.
3. Planning and Organisational skills - (Factor 4)
Effectively organise the workload to take account of the priorities of the team.
Book outpatient appointments and co-ordinate the use of the rooms in an efficient manner.
Ensure sundry bills are prepared and settled by patients prior to discharge.
Ensure all relevant information is available and provided to effectively progress admission/clinic arrangements, including collecting and dispatching patients' notes and other documents.
Deal efficiently and effectively with patient notes on discharge, ensuring all filing is up to date and follow up care is arranged as directed.
4. Patient/Client Care - (Factor 6)
Ensure up-to-date information is available and sent to patients in accordance with requirements.
Support colleagues as required in ensuring patients have all the relevant information they require in advance of their booking/transfer.
Orientate patients to their room, facilities, immediate environment, and expectations.
Act as a chaperon for patients in the clinic environment as requested.
Arrange transport as requested and communicate financial details.
Co-ordinate the information gathering for the real-time patient survey. Ensure Friends & Family cards are provided and opportunities to encourage completion are maximised.
Prepare and display door signs for all admissions.
5. Policy and Service Development Implementation - (Factor 7)
Participate in keeping patient information up to date and in line with Trust policy and expectation.
6. Financial and Physical Development (inc. equipment, stock etc) - (Factor 8)
Be able to explain clearly and confidently to patients their financial undertaking and collect payments as required.
Ensure any patients who express an interest in becoming private are given all the relevant information in order to confidently sign their undertaking to pay.
Seek authorisation from insurance companies as directed & alert relevant personnel regarding insurance updates.
Participate in the assessment of stock levels and the ordering of relevant supplies to meet business, catering, and clinical requirements. Placing orders and sourcing items in a timely manner.
7. Human Resources (inc. developing and delivering training) - (Factor 9)
Demonstrate own activities to new or less experienced employees.
Support the senior nursing staff with electronic staff management systems.
8. Information Resources - (Factor 10)
Have a range of competent IT skills.
Ensure all relevant private patient information is available to facilitate an effective admission or appointment and ensure patients' details are entered onto the system in a timely manner.
Use the private patient administration system and all associated systems confidently.
Draft, type and issue relevant and timely correspondence.
Maintain accurate records; recording information with specific attention to detail, filing and preparing notes as required.
Assist with business administration including data inputting.
9. Research and Development - (Factor 11)
Adhere to the Trust's governance frameworks.
Contribute and undertake audits related to the role.
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