Receptionist Macmillan Brook Unit

Job overview

We are looking for an enthusiastic, conscientious Receptionist to join our busy Oncology and Haematology Department. In this role, you will work closely with our administrative team and healthcare professionals to deliver a high-quality, patient-focused service to patients and their careers. The post holder will be accountable to the Administrative Manager. Uphold patient confidentiality and manage distressed or anxious patients with sensitivity and professionalism, adhering strictly to departmental protocols. Candidates will need to demonstrate excellent customer care and communication skills. Be friendly, approachable, and flexible in their approach to work. The successful candidate will have good keyboard skills, experience of working with the public, and previous administrative experience. In return, we offer on-the-job training and an excellent foundation for developing a career within the NHS. The post holder plays a key role in supporting the outpatients service, working closely with clinicians, Clinical Nurse Specialists (CNSs) and chemotherapy nurses to ensure the safe and effective delivery of care for cancer patients.

Main duties of the job

Main duties of the Job To provide, a welcoming, supportive and caring environment for patients, relatives and visitors at all times. This position is essential to the smooth and efficient operation of the department, serving as the first point of face-to-face contact for healthcare stakeholders. They will provide a comprehensive outpatients reception service to all patients and careers attending the Unit.

Promote the professionalism of the Trust and maintain the privacy and dignity of the patients at all times. To be responsible for actioning the check-in/out system for all patients attending the unit, monitoring and maintaining the patient check-in Kiosk. To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed for each clinic within the LGHT guidelines. The post holder is responsible for scheduling patients’ new, follow-ups and pre chemotherapy clinic appointments in a timely and efficient manner, helping to maintain seamless patient pathways and quality of care. Cross site working is a standard operational requirement within the Lewisham and Greenwich NHS Trust to cover service needs, staff shortages across locations. To be aware you may be asked to give cross site cover to support our generic team at Suite 8, Lewisham University Hospital if the need arises.

Detailed job description and main responsibilities

Detailed job description and main responsibilities To ensure that all patients have checked-in on the Self-Check-in Kiosk and this is reflected on Enlighten, the kiosk management system.

Support the smooth flow of patients throughout the Unit by co-ordinating with clinical staff and administrative staffs.

Update Icare with any new information/ changes to patients’ demographics.

Monitor and maintain the Self-Check-in Kiosk by applying to Icare any new information from the Kiosk, data that is received regularly by email.

As the first point of face-to-face contact, ensure that all queries are dealt with in a professional and sensitive manner and when necessary, work closely with the Administrative teams to resolve or refer onto the appropriate Service, ie MAGS Macmillan Advisory Team.

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.
• Maintain daily the Outpatients Clinic Information Board
• Ensure all follow up appointments are made as instructed by clinicians on the E-outcome forms and that these instructions are followed with care.

Email the relevant clinicians through the generic email box with any queries on outcomes relating unavailable slots and inform the Admin Manager of any capacity issues relating to booking appointments.

• 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.

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 for any outstanding clinics that these are completed within 48hours in line with LGHT guidelines.

• Answering telephone queries or re-directing as appropriate in a sensitive and professional manner.

To organise support services for patients as required, booking interpreters, porters and liaising with the transport desk.

• 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.

Ensure that the required mandatory training is up-to-date in line with the Trusts guidelines and Policy

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.