The Brotherton Wing Clinic has an excellent opportunity for an enthusiastic and highly motivated individual to join their administration support team. The prime responsibility of the post holder will be to provide a professional service as part of the front of house reception team for the department.
The department works with many different EPR systems; therefore, IT knowledge is essential for this role.
The successful candidate will be joining a friendly, patient-focused office clinical reception environment, with attention to detail, organisational qualities, and personal skills.
Main duties of the job
Applicants should be able to communicate effectively with a wide range of people including hospital staff and the general public. In addition, the successful applicants should demonstrate excellent organisational skills, be able to work as part of a team, and manage their own workload. The ability to work to tight deadlines and be committed to providing a welcoming, efficient, and caring service for our patients is an essential part of this role; flexibility and excellent communication skills will be required.
Job responsibilities
1. Provide a high standard of clerical/reception service to patients and the department, adhering to departmental guidelines and policies.
2. Receive and check documentation, reports, patient information, processing appropriately, within departmental guidelines, including entering information onto the appropriate IT system, and retrieve information as and when required.
3. Process patient and other documentation.
4. Be the first point of contact for patients and other visitors to the department.
5. Provide an administrative/clerical service to the department/team.
6. Support the delivery of a high standard of service to patients, staff, and Trust departments.
7. Greet patients and visitors to the department, providing an efficient and courteous service.
8. Check/enter patient details on the Patient Administration and other Systems.
9. Prepare patient documentation for processing, including inputting or scanning.
10. Report and respond to any system faults and errors.
11. Maintain and update patient/departmental databases, prioritising within departmental guidelines and escalating unresolved situations/issues to the appropriate line manager.
12. Answer general telephone enquiries and requests to retrieve patient and other documentation.
13. Ensure that requests for information are dealt with in an efficient and timely manner.
14. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with the Data Protection Act and Confidentiality.
15. Collect and deliver patient documentation/reports around Trust when required.
16. Deal with telephone and in-person queries from patients and relatives, Trust staff, and external agencies.
17. Refer queries or concerns regarding patients and other visitors to the department to appropriate senior staff.
18. Assist in maintaining high standards of care, including maintaining a safe working environment, reporting incidents, accidents, complaints, understanding the need to maintain and respect patient confidentiality, participating in in-service training, participating in mandatory training annually, and participating in annual performance appraisal.
19. Visit and/or work at other designated Trust sites as required to ensure continuity of service/patient care.
20. General office work and any other duties assigned by the Supervisor/Team Leader or Manager, which may include maintaining appropriate/agreed levels of stock and non-stock items, including stationery.
Person Specification
Skills & behaviours
* Motivated, keen to learn.
* Flexible approach to duties and working practices.
* Able to work as part of a multidisciplinary team.
* Able to work on own initiative, within agreed departmental guidelines.
* Professional attitude.
Qualifications
* Willing to undergo job training as required on a range of Patient administration and other Systems.
* Participate in in-service and mandatory training.
* Participate in annual performance appraisal with commitment to agreed PDP (Personal Development Plan).
* Literate / Numerate.
* Willing to undergo training as required.
* NVQ2 in Customer Care or equivalent.
Other criteria
* Good interpersonal skills.
* Able to work on own initiative within agreed guidelines.
* Team Working.
* Effectively communicate with patients and team members.
* Able to use departmental equipment to file and retrieve documentation.
Experience
* IT Skills.
* Insight into duties and responsibilities of post.
* Be fully conversant with Medical Records policies and procedures and have complete understanding of standards to be achieved.
* Be aware of key indicators and service level agreements within the department.
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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