Receptionist - Macmillan Brook Unit.

Job overview

We are currently seeking an enthusiastic and conscientious receptionist to work in our busy Oncology and Haematology department in Macmillan Brook Unit.   You will be working with the admin team to deliver a quality service to patients and careers.

As you would be the first point of contact, it is important to have good customer service.  You will sometimes come across patients that are facing difficulties therefore, it is important that the successful candidate has a polite and caring attitude.

PLEASE NOTE: We are unable to offer sponsorship for this post

Main duties of the job

Collaborate within the Macmillan Brook Unit, supporting the  Admin Team, including doctors and nursing teams.

Deliver a comprehensive outpatients reception service to patients, families and careers.

Action patient appointment requests from E-Outcomes and complete end-of-day cashing up for each clinics

Uphold patient confidentiality and manage sometimes distressed patients with sensitivity, adhering to protocols.

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.

Detailed job description and main responsibilities

• Provide at all times, a welcoming, supportive and caring environment for patients, relatives and visitors.
• Maintain daily the Outpatients Clinic Information Board
• To ensure that all patients have checked-in on the Self-Check-in Kiosk and reflected on Enlighten, the kiosk management system.
• Update Icare with patients’ demographics from information updated by patients on the Kiosk as close to real time or within 24 hours.
• To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
• In the absence of the HCA ensure all patients have height/weight taken prior to their clinic appointment and document on Icare.
• Ensure that patients’ notes are pulled and available for clinics that require them.
• Ensure all follow up appointments are made as instructed by clinicians on the E-outcome forms and that these instructions are followed with care.  For patients requiring blood forms, that these are printed and either handed to the patient or sent by post with patients’ appointment letters.
• All clinic to be cashed-up by the end-of day
• To organise support services for patients as required, booking interpreters, porters and liaising with the transport desk.
• Email the relevant clinicians through the generic email box of any e-outcomes that are outstanding and for those clinicians that do not respond within a good time frame, escalate to the Administrative Manager.
• Answering telephone queries or re-directing as appropriate in a sensitive and professional manner.
• Request all necessary maintenance work after consultation with the Administration Manager.
• To give reception cover for annual leave or sickness to Lewisham Suite 8 Clinic Co-ordinator, as and when needed, on a team rotational basis.
• To assist clinicians and healthcare professionals with any IT issues relating to clinic procedures, inform Management of any urgent issues that they are unable to resolve in good time.
• The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
• To participate in the PDR process to ensure personal skills are enhanced.
• Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.