University Hospital of North Midlands NHS Trust
The role is a newly created hybrid role that incorporates a mixture of reception and booking officer roles, creating flexibility within the Endoscopy Department to support the booking and reception team.
The role involves welcoming patients, carers, relatives, visitors, and other health care staff to the Endoscopy Department in a polite, courteous, and professional manner, ensuring patient focus at all times and always greeting patients with a smile. The role also involves ensuring that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient-focused, efficient, and effective. This includes the use of all the Trust's systems including: Choose and Book, iPortal, Careflow, Solus, and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.
Main duties of the job
* Welcome patients, carers, relatives, visitors, and other health care staff to the Endoscopy Department.
* Ensure patient focus and greet patients with a smile.
* Manage the patient journey from receipt of referral letter to appointment and follow-up.
* Utilize Trust systems for efficient patient pathways and data quality collection.
* Undertake clerical duties, including providing and receiving routine information.
* Communicate tactfully with patients and staff regarding appointments and queries.
* Assist patients and relatives in updating personal details and managing appointments.
About us
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we serve around three million people and are highly regarded for our facilities, teaching, and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM, and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM creates and encourages a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected.
At University Hospitals of North Midlands NHS Trust, we know that investing in, supporting, and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.
Person Specification
Education and qualifications
* Formal clerical or administrative qualification
* NVQ Business studies or equivalent
Experience
* Experience in a customer service environment
* Previous NHS experience
* Knowledge of Careflow, iPortal & Outlook
Skills, ability, and knowledge
* Knowledge of Data Quality
* Ability to work in a high-pressure environment and meet deadlines.
* Knowledge of waiting lists and managing them
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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