To provide a comprehensive clerical first point of contact for a fast-paced Phlebotomy outpatient Department as part of the Clinical support service (CSS) Care Group.
This involves direct contact and communication with patients and Trust staff daily.
The post holder will assist all services areas within the Phlebotomy Department outpatient service covering all duties which include:
1. Booking in patients attending the service
2. Taking patient queries
3. Answering telephone inquiries from patients and Trust staff
4. Sorting post
To participate in general reception duties, always dealing with the public and patients in a tactful and courteous manner. This will involve dealing with patients and/or their carers/representatives where cultural and language differences and/or physical and/or special needs and/or angry/distressed patient make excellent communication skills essential.
Providing and receiving sensitive and personal information from patients and/or their representatives/carers where confidentiality must be maintained.
Ensure that the telephone is answered in a timely manner and all callers are always dealt with efficiently and courteously.
Book appointments for patients as required. To perform telephone duties that include making and receiving calls to patients and Trust staff and conveying complex, sensitive information to hospital clinicians, GP surgeries, other healthcare professionals and external agencies in line with departmental policies and the Data Protection Act.
To cover the Phlebotomy reception area, meeting patients politely, efficiently and professionally, checking all relevant details and processing requests as required by ICE or other booking services.
To accurately check and record patient details obtaining all relevant information and clinical details on patient record systems, highlighting any discrepancies for further investigation.
To ensure relevant and adequate stationery and pathology consumable supplies are available for the smooth running of all departments in liaison with the Care Group Management.
Will be required at times to work under own initiative.
Adhere to the Trust's complaints procedure with regard to written and verbal complaints using appropriate referral mechanisms to resolve given situations.
Will form effective communication with colleagues and all other departmental staff to ensure adequate arrangements are made to carry out all assigned duties.
Staff have a major role in suggesting and implementing improvements to services and in exercising professional responsibility for both themselves and their peers with an open no blame culture.
The post holder will be required to take part in any necessary training programmes to maintain an in-depth knowledge of work procedures and practices related to the departments within the Care Group and the Trust Organization.
The trust operates a system of IPDR for the purpose of agreeing performance objectives and discussing development needs in line with requirements of service needs.
This advert closes on Monday 28 Apr 2025.
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