Outpatient Receptionist

Job overview

Centralised Outpatient Services at North Bristol NHS Trust support the clinical divisions and specialties to administer their outpatient services.  The service comprises our patient-facing Reception Team, our telephone and email-based Patient Contact Centre and our administrative Booking and Referrals Teams.

This is a dynamic service with opportunities for future development for staff who excel in their roles. This is a patient-focused environment, where we are committed to supporting professional growth and career progression.

Main duties of the job

Candidates are invited to join our Reception Team, where we are looking for confident individuals who can bring their customer services and professional communication skills to the workplace.

Attending hospital is often an anxious time for patients, and your calm, friendly and empathetic approach will be essential.  You will be required to greet patients, carers and visitors and assist with multiple queries such as hospital transport issues and booking urgent follow-up appointments.

You will also be required to be a competent user of the Information Technology systems.

Detailed job description and main responsibilities

• To welcome patients, carers and visitors to various specialty appointments within the Trust. •    To be polite and friendly, dealing with queries in an efficient and timely manner. •    To ensure patient information is kept confidential and not shared with others. •    To respond to queries from patients, carers and visitors. •    To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues. •    To keep patients informed if the clinics are overrunning. •    To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention. •    To oversee patients awaiting transport, and liaise with the transport department in relation to patients still waiting. •    To hand over the care of patients awaiting transport at the end of the working day to the appropriate team ie, Discharge Lounge or Nurse in Charge. •    To take and action internal calls on the reception desk. •    To assist in quieter times with the packing and posting of letters to patients. •    To follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines. •    To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.