Outpatients Receptionist

Job overview

At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.

To welcome patients, carers, relatives, visitors and other health care staff to the Outpatient department in a polite, courteous and professional manner. To ensure you are patient focused at all times and always greeting patients with a smile. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective. Incorporating use of all the Trusts systems including:  Choose and Book, Savience, Iportal, Filefast and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.

Main duties of the job

• Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary.  The post holder may be required to notify patients of any delay on clinic.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
• Responsible for completing outcome forms and actioning follow up appointments where necessary.
• Gain knowledge of Outpatient procedures.
• Ensure that appointments are appropriately booked on the Choose and Book, Careflow/CRIS systems as appropriate.
• Deals with enquiries where there may be barriers to understanding.
• Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
• Ensure the health records are complete for clinic and will provide any information to capture patient pathway and coding information.
• Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
• Resolves issues relating to appointments, clinics, directions or any general enquiries.
• Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.

Detailed job description and main responsibilities

Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services, and the achievement of Cancer and RTT targets, whether in a supportive role, or in terms of providing hand-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust’s Access Policy and Standard Operating Procedures

For more information on working for the Trust, please see the attached Job Description and Person Specification or contact the Hiring Manager.

‘There will be a 10 minute exercise about your general knowledge of the NHS.  This will take place in a confidential setting prior to the interview.  It would be useful to research NHS wait times and Outpatients.’