Outpatient Receptionist

To

deal with general enquiries offering direction, advice and support to all

patients/visitors attending the Hospital Site.

To

work as part of the Outpatient clerical team assisting with the smooth and

efficient running of the Outpatient Department.

To

provide accurate, timely information to assist Clinicians and nursing staff in

good management of their outpatient clinics.

To

ensure the confidentiality of all patient information and Trust business.

Key Duties

Postholders

must be able to work on their own initiative when carrying out their usual

duties. Supervision is available as required.

To

ensure that there is good communication between the administration team and the

clinical team so that the department runs smoothly.

To

ensure that all patients are received and directed to the appropriate waiting

area or department, in a courteous and professional manner. The postholder is

often the first point of contact for most patients/visitors attending the

hospital site.

To

ensure that patients demographic details are always kept up to date on the PAS

system, by checking personal details such as name, address, telephone number,

ethnic origin, and GP for any patient attending hospital for an outpatient or

day case episode of care.

To

use the Patient Administration System (Oasis), to book patients into an

outpatient clinic or admit for day case on arrival and to make follow up

outpatient appointment or discharge patients on departure.

To

respond to patient telephone or face to face complaints in the first instance,

seeking support and advice from the team leaders or nurses as appropriate.

To

deal with telephone queries.

Using

the information on the clinic outcome form or agreed protocols, ensure that the

outcome of the clinic attendance is recorded accurately and immediately on PAS.

To

ensure that routine enquiries from patients about their appointments such as

postponing, cancelling or rearranging are all dealt with professionally and

immediately.

To

ensure that Ambulance control and the porters are informed of any passengers

awaiting transport / transfer and advise patients of how to book transport for

their next visit.

To

ensure that any new patients arriving in clinic are registered on the system.

To

ensure that any event case notes leaving the department, are tracked on OASIS

using the correct tracking code, unless going directly for scanning.

To

open and distribute post that may come to the department.

To

ensure that an up-to-date clinic list and vacancy summary list is available for

the clinical staff if required.

Liaise

with clinical staff in outpatient clinics to ensure that a quality service is

provided to patients and to ensure that nurses are kept fully informed of any

general messages or issues regarding appointments or patient concerns.

In

exceptional circumstances where clinical staff are unable to arrive for the

clinic, support the appointments team and nurses with cancelling patients by

telephone at the last minute.

Ensure

that any walk-in / emergency patients arriving in clinic are booked an

appointment immediately onto the PAS system.

Print an outpatient event pack associated with that

appointment/speciality and informs the nursing staff of the patients arrival.

To

ensure that all clinics are cashed up within 24 hours of attendance.

To

ensure that all clinical packs have been made available for all clinics on a day-to-day

basis, printing any packs that have not been delivered for any clinics and

highlighting the missing packs to the Team Leader.

Ensure

computer, printer equipment and stationery is available and working effectively

working, reporting any faults or problems to the team leader.

Work

flexibly within normal clinic hours to ensure that the reception is always

covered and never left unattended.

Notify

the team leader of any foreseen problems that will affect the smooth running of

the department.

To

show new staff how to carry out the basic reception duties and the processes

specifically required for the named reception area.

To

receive validation surveys through the post from patients and update the Trust

Survey database with responses on behalf of the patients on a daily basis.

To

undertake training to become familiar with, and competent in current Booking

Service procedures and practices, to provide an effective, efficient,

courteous, high quality patient access service. This will include recording

data and maintaining data quality on manual and computerised systems in

accordance with agreed policies and procedures.

Carry

out any other duties, within the grade, as requested by the Booking Services

Manager.

Our Shared Values and Behaviours

We are committed to delivering outstanding care and creating

a culture where everyone feels respected, valued and supported. We seek

individuals who share our purpose of helping people live healthier, more

fulfilling lives, and who are motivated by our mission to be the best team we

can be. You will be expected to uphold our values by communicating openly,

acting with kindness, showing respect for others and taking responsibility for

your actions. These values guide how we work together and continually improve

the care we provide.

Our

Values are

Being open and honest

we all communicate clearly and honestly, asking for

help when we need it, and making it easier for the people around us to

share

ideas and concerns.

Ensuring people feel cared

for we all take responsibility

for actively supporting

and nurturing a kind and compassionate environment for ourselves and

others.

Showing respect for

everyone we all act with consideration

and fairness,

valuing each other as individuals and appreciating our different

perspectives.

Worcestershire Acute Hospitals NHS Trust is a large

acute and specialised hospital trust that provides a range of local acute

services to the residents of Worcestershire and more specialised services to a

larger population in Herefordshire and beyond.

The Trust operates hospital-based services from

three sites in Kidderminster, Redditch and Worcester

Our workforce is more than 7,000 strong, and our

caring staff are recognised as providing good and outstanding patient-centred

care. You could be one of them.

We are committed to recruiting the best people to

work with us. Our values, which we ask all staff to demonstrate, underpin our

everyday work and remain firmly at the heart of all we do.

Being open and honest

Ensuring people feel cared for

Showing respect to everyone

We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System.

We are proud to have achieved Timewise

accreditation - this means we are committed to embedding flexible working

within our organisation as a flex positive employer.

DBS Checks and Costs

Any applicants who are offered posts requiring a

DBS check as part of their employment check will have the cost of this check

(at the current rate) deducted from their salary. Please see link in Supporting

Information section for more details on DBS checks and costs.

Experience

Personal qualities

Knowledge and skills

Qualifications