Outpatient Receptionist

Job overview

***Previous applicants need not apply***

The post holder will be required to become fully competent in a range of reception duties, to support the day to day running of Outpatient Reception areas across Calderdale and Huddersfield NHS Foundation Trust, including any off site reception areas if applicable.

They will be required to work in accordance with Trust and National standards, policies and procedures.

The role will require the ability to work in an organised and efficient manner and the post holder must possess effective communication skills.

The post holder will report into the Supervisor/Team Leader and will be required to work closely with all members of the Reception Team.

The post holder needs to be able to provide an excellent service to both external and internal users of the service and to ensure that a complete, effective, and patient focused approach is maintained at all times with flexibility being an important component of the post, training and working across all the sites to cover all reception areas within the Trust as and when required.

Main duties of the job

Answering  the phone in a timely, effective and professional manner.

Develop working relationships with colleagues in other departments within the Trust and to assist and advise where necessary.

Data Entry where required on to the Electronic Patient Record (EPR) system.

Assist in the booking of urgent appointments, ensuring all relevant information is enclosed.

Contact patients to confirm appointment dates and time.

Prioritise your workload on a daily basis.

Undertake the scheduling of patients using the systems i.e. KP+ (Knowledge Portal) and any other relevant systems.

Receive and book in patients for clinics on their arrival.

Be responsible for booking transport for patients as necessary, notifying the transport department of any cancellations or changes when required.

• Required to deal with confidential matters using discretion and sensitivity.
• To Assist with the training of new staff members and shadow/mentor them as part of their induction and training programme.

To act as a point of contact in the absence of a supervisor

Keeping the working environments always tidy and  highlighting any health & safety issues.

Flexibility of working is essential to train and cross cover all Outpatient Reception areas.

• Seek advice and support from Line Manager whenever necessary.
• Maintain professional conduct including appearance at all times.

Any other duties within the scope of the grade at the discretion of Supervisor/Manager.

Detailed job description and main responsibilities

Dealing with telephone, written, electronic enquires from external and internal sources as appropriate.

Be responsible cancelling and re book appointments resulting from a patient-initiated cancellation.

Undertake training as required and to support new initiatives.

Be aware of outpatient waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet with the 18-week referral to treatment pathways.

Proactively encourage the recording of mobile numbers to improve our text reminder service.

Ensure that communication links are maintained with internal staff, GP’s, Patients and other organisations to ensure swift resolution of any potential appointment/clinic/reception issues.

Comply with all Trust policies, procedures, and protocols.

Carry out duties with due regard to the Trust’s Equal Opportunity Policy.

Participate annually identifying, developing, and agreeing your own development plan with your Line Manager using the Trust Appraisal.