Outpatients Administrator & Receptionist

Job overview

Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service

Record all outpatient attendances (cashing-up) on the Patient Access System

Book follow-up appointments, discharge back to the GP and/or add to waiting lists

File documents according to Information Governance policy

Communicate with patients, visitors and staff in a professional and courteous manner

Communicate effectively using all available forms of communication

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces

Support the Managers and Supervisors in developing a patient focused service.

Main duties of the job

• Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes
• Analyse patient pathways vs outcomes and escalate to relevant clinical / nonclinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
• Ensure that all patients attending in person are checked in
• Ensure all patient information is complete and up to date on the Trust ERS
• Identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date
• Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• Be a calm, supportive, flexible and adaptable member of the team
• Deal with all enquiries in a professional and co-operative manner
• Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
• Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

Detailed job description and main responsibilities

• Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes
• Analyse patient pathways vs outcomes and escalate to relevant clinical / nonclinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
• Ensure that all patients attending in person are checked in
• Ensure all patient information is complete and up to date on the Trust ERS
• Identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date
• Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• Be a calm, supportive, flexible and adaptable member of the team
• Deal with all enquiries in a professional and co-operative manner
• Respond politely but firmly with people behaving antisocially and report and record

any abuse including verbal abuse

• Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust ERS
• Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
• Redistribute and file appropriate documents according to Information Governance policy
• Maintain an uncluttered and tidy reception area
• Maintain reception areas in a hygienic and sanitary condition including

the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers

• Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
• Be a proactive problem solver and encourage team-wide problem solving
• Support the Service Manager and Rota Co-ordinator / Supervisor in developing a patient focused service
• Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes
• Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
• Complete staff surveys and audits
• Maintain grooming and dress standards, in accordance with departmental/Trust policy
• Assist in supporting and mentoring of new team members
• Attend annual appraisals and review objectives regularly
• Attend, complete and apply all mandatory training

For full role duties and responsibilities please view that attached Job Description and Person Specification