Job description

Job responsibilities

Job Summary:

To provide a professional, customer centred receptionist service to patients attending the Outpatient areas across all sites and all reception desks as operationally required.

Key Result Areas & Performance:

To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.

To be the first line of contact to the public face of the Trust for patients attending clinical treatment.

To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.

To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.

To maintain a calm attitude at all times, being aware of patients worries and concerns coming to hospital.

To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.

Main Duties/Responsibilities:

To arrive, depart, book follow up appointments and cancellations on the Trusts iCare system in a timely fashion

To book follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinic.

Ensure the accurate entry and up-date of patient details and patient hospital episodes.

To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.

To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.

To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.

To check case note availability prior to clinic, escalating to the appropriate teams for missing records.

To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)

To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.

To participate in the PDR process to ensure personal skills are enhanced.

To comply with 18 week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.

Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Supervisor to ensure a high quality service delivery.

Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.

Receive internal and external telephone enquiries with regard to all Outpatient matters.

The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines

To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.

A formal performance review takes place on a yearly basis where objectives are agreed and reviewed in line with the performance management system

The post holder will record parting activity of the RTT status in line with the Access Policy.

Partnerships

Excellent telephone and face to face manner with patients

The post holder is required to have excellent interpersonal skills with senior members of staff, multi-disciplinary teams, service managers and secretaries

To provide effective and time communication with all staffing teams within the Trust

To liaise with relevant clinical teams to ensure the quality of data collected is accurate

To build good working relationships with medical records staff, ward staff and operational teams.

Named contact point, liaising with patients and relatives, as well as GPs/other hospitals, nursing staff, medical staff and support services to ensure that the outpatient pathway is appropriately planned and managed

To deal with enquiries from all service users in a helpful, courteous and diplomatic manner

Main working relationships with the following groups face to face, electronic and by telephone:

Internal

Service Mangers

Booking Teams

Secretaries

Multi-disciplinary Teams

Consultants

Nurses

External

GP Surgeries

Private Providers

Care Homes

Other NHS Trusts

Job responsibilities

Job Summary:

To provide a professional, customer centred receptionist service to patients attending the Outpatient areas across all sites and all reception desks as operationally required.

Key Result Areas & Performance:

To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.

To be the first line of contact to the public face of the Trust for patients attending clinical treatment.

To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.

To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.

To maintain a calm attitude at all times, being aware of patients worries and concerns coming to hospital.

To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.

Main Duties/Responsibilities:

To arrive, depart, book follow up appointments and cancellations on the Trusts iCare system in a timely fashion

To book follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinic.

Ensure the accurate entry and up-date of patient details and patient hospital episodes.

To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.

To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.

To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.

To check case note availability prior to clinic, escalating to the appropriate teams for missing records.

To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)

To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.

To participate in the PDR process to ensure personal skills are enhanced.

To comply with 18 week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.

Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Supervisor to ensure a high quality service delivery.

Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.

Receive internal and external telephone enquiries with regard to all Outpatient matters.

The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines

To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.

A formal performance review takes place on a yearly basis where objectives are agreed and reviewed in line with the performance management system

The post holder will record parting activity of the RTT status in line with the Access Policy.

Partnerships

Excellent telephone and face to face manner with patients

The post holder is required to have excellent interpersonal skills with senior members of staff, multi-disciplinary teams, service managers and secretaries

To provide effective and time communication with all staffing teams within the Trust

To liaise with relevant clinical teams to ensure the quality of data collected is accurate

To build good working relationships with medical records staff, ward staff and operational teams.

Named contact point, liaising with patients and relatives, as well as GPs/other hospitals, nursing staff, medical staff and support services to ensure that the outpatient pathway is appropriately planned and managed

To deal with enquiries from all service users in a helpful, courteous and diplomatic manner

Main working relationships with the following groups face to face, electronic and by telephone:

Internal

Service Mangers

Booking Teams

Secretaries

Multi-disciplinary Teams

Consultants

Nurses

External

GP Surgeries

Private Providers

Care Homes

Other NHS Trusts

Person Specification

Qualifications & Training

Essential

• Educated to GCSE Level, NVQ Level 2 or equivalent, or previous experience of working within NHS Service

Experience

Essential

• Customer service experience

Desirable

• Recent NHS experience

Knowledge & Skills

Essential

• Numerate and articulate
• Excellent written and verbal communication skills
• Excellent organisational skills
• Basic IT skills - Microsoft Office
• Ability to demonstrate an understanding of policies relating to confidentiality.
• Ability to demonstrate an understanding of policies relating to Equality & Diversity
• Ability to work autonomously
• Ability to prioritise workload
• Able to meet deadlines under pressure

Desirable

• Knowledge of Patient Admin Systems (PAS)
• Knowledge of the 18-week pathway

Qualifications & Training

Essential

• Educated to GCSE Level, NVQ Level 2 or equivalent, or previous experience of working within NHS Service

Experience

Essential

• Customer service experience

Desirable

• Recent NHS experience

Knowledge & Skills

Essential

• Numerate and articulate
• Excellent written and verbal communication skills
• Excellent organisational skills
• Basic IT skills - Microsoft Office
• Ability to demonstrate an understanding of policies relating to confidentiality.
• Ability to demonstrate an understanding of policies relating to Equality & Diversity
• Ability to work autonomously
• Ability to prioritise workload
• Able to meet deadlines under pressure

Desirable

• Knowledge of Patient Admin Systems (PAS)
• Knowledge of the 18-week pathway

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Lewisham and Greenwich NHS Trust

Address

University Hospital Lewisham

Lewisham High Street

London

SE13 6LH

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)