Outpatient Receptionist

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. Job description Job responsibilities 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.