Outpatients Administrator/Receptionist

o Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

o Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

o Ensure that all patients attending in person are checked in

o Ensure patient information is complete and up to date on the Trust ERS

o Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

o Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

o Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

o Communicate effectively using all available forms of communication

o Be a calm, supportive, flexible and adaptable member of the team

o Deal with all enquiries in a professional and co-operative manner

o Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical 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 patient information is complete and up to date on the Trust ERS

Identify, investigate and correct EPR 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

Communicate effectively using all available forms of communication

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 EPR

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

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

Support the Service Manager and Supervisors in developing a patient focused

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

Education/ Qualifications

Essential: - English at GCSE level; - Experience of delivering excellent customer service; - Advanced keyboard skills & Computer Skills

Knowledge and experience

Essential: - Experience of administrative work; - Excellent time management skills

Desirable: - Ability to remain calm under pressure