Job Summary
The Hewitt Fertility Centre is one of Britain's largest Reproductive medicine units providing a comprehensive service to both NHS and fee paying patients.
The Hewitt Fertility Centre Liverpool is wholly committed to providing a high quality service to patients who attend the centre, for a range of fertility related investigations and treatments.
An opportunity has arisen within The Hewitt Fertility Centre at Liverpool for a Reception Administrator, who is a bright, committed, and enthusiastic individual. You would be working within a rapidly developing service and should be able to demonstrate excellent communication skills. A background in an administration is essential.
The Hewitt Fertility Centre Liverpool unit is operational between the hours of 07.00am and 17.00pm currently. The successful candidate will work on a rotational basis to cover the opening hours of the unit.
Main Duties of the Job
The post holder is responsible for providing a welcoming, helpful and efficient reception service for all patients and visitors to the Hewitt Fertility Centre. This entails a wide ranging understanding of the administrative arrangements within the Unit and a good level of proficiency in the use of the relevant IT systems. An ability to cope with high levels of activity in a professional and caring manner is essential.
Job Responsibilities
1. Provide a friendly and approachable patient reception service for the Hewitt Fertility Centre.
2. Deal with all patient/visitor queries and concerns received at the Reception Desk using judgement and discretion, prioritising queries and providing non-clinical advice in relation to administrative arrangements.
3. Ensure any queries they are not able to answer (e.g., medical issues) are passed on to the appropriate member of staff.
4. Establish the reason for the patients' attendance and check patients into and out of clinic appointments on two separate Patient Administration Systems Digicare and IDEAS.
5. Ensure patients' demographic details are correct using Trust procedures and correct, update Digicare, IDEAS and Case Notes.
6. Check other personal data in accordance with Trust requirements.
7. Communicate the patients' arrival and reason for attending the Hewitt Centre to the appropriate section/member of staff within the unit to enable the needs of the patient to be met swiftly and efficiently.
8. Make new appointments for patients' 1st IVF clinic attendance.
9. Make follow-up appointments for patients leaving clinics as required.
10. Be aware of activity in the waiting area and liaise with Unit staff to keep patients informed of any delays, including use of the electronic message board.
11. Keep the waiting area tidy.
12. Admit/Discharge patients on the Digicare/IDEAS systems for Egg Collection and Embryo Transfers.
13. Undertake filing and other duties as required and provide cover for other members of the reception and booking & scheduling team.
Person Specification
Qualifications & Learning Essential
* Good basic education
* NVQ2 or equivalent experience
Experience Essential
* Experience of customer service role
* Team work or group member experience
Desirable
* Experience of using Meditech
* NHS working experience
Skills, Knowledge & Aptitudes Essential
* Well organised
* Clear legible handwriting
* Good communication skills, using tact and showing sensitivity to the situation
* Confident and helpful telephone manner
* Good keyboard skills
* Ability to resolve conflict and complaints at source where possible
Personal Attributes Essential
* Good health record
* Good attendance and timekeeping record
* Neat and tidy appearance
* Enjoys working with people
* Friendly, approachable and confident
* Able to assess situations and suggest possible solutions
* Understand the requirement of delivering an excellent service to all at all times
* Able to enhance the service we provide with enthusiasm
* Able to work flexibly
* Able to work under pressure at times
Special Requirements Essential
* Understanding of HFEA Code of Practice with particular respect to confidentiality of data
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.
Employer details
Employer name
Liverpool Women's NHS Foundation Trust
Address
Liverpool Women's Hospital
Crown Street
Liverpool
L8 7SS
Employer's website
https://www.liverpoolwomens.nhs.uk/ #J-18808-Ljbffr