Band 2 Outpatient Receptionist

The closing date is 28th Mar 2023

Job summary

We are looking for a number of enthusiastic and experienced receptionists to work in QEHB Outpatient Department. QEHB deals with over 13,000 outpatient appointments per week.

The positions advertised are all full time (Monday to Friday hours to between 08.00 -- 19.30), public front facing receptionist roles, working on busy reception desks dealing with high numbers of patients and appointments as a Team.

Applicants should have a good standard of education, keyboard skills, office procedures, excellent communication skills, and the ability to work in a very busy and often pressurized public environment. All required training on the UHB Hospital IT systems will be given.

Main duties, tasks & skills required

These positions will involve providing frontline clinic reception services using the Trusts electronic systems OPTIMS, Oceano and Clinical Portal, to book patients in, confirming and or updating patient demographics as required, to follow the correct patient flow, book follow ups as requested electronically, scan and upload documentation, produce labels and other work on demand.

Successful candidates will ensure all processes within the areas are followed; consistently working alongside Nurses, Clinicians and all other NHS OPD Services, in ensuring the patients flow and experience for the outpatient appointment is as smooth as possible and dealt with supportively and professionally.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description

Communication:

  • Liaise with clinical and non - clinical staff, Patients and service users
  • Accurately record telephone messages and other enquiries and refer as appropriate
  • Provide effective communication and problem solving both face to face and via telephone
  • Be sympathetic and sensitive to the requirements of staff, Patients and service users when communicating by telephone or face to face, including dealing with a difficult situation
  • Attend admin team/departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively

Analytic and Judgemental Skills/Freedom to Act:

  • Signpost patients appropriately to relevant departments
  • Ability to recognise situations that should be referred on to the Supervisor/Line Manager and take prompt and appropriate action for example delay in clinics

Planning and Organisational Skills:

  • Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
  • Organise patient records appropriately, ensuring notes are in good order and are available prior to clinic by checking against clinic list

Patient Client Care:

  • Enter/amend patient details onto relevant systems
  • Track patients who do not attend their appointment and report as required
  • Provide patients with support, non-clinical advice and information on a range of issues including appointment queries, delays to appointment times
  • Explain all relevant administrative procedures to patient to include for example booking follow up appointments, arranging transport and travel expenses

Policy and Service Responsibilities:

  • Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct relating to own role
  • Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services

Responsibility for Financial and Physical Resources:

  • Have a personal duty of care for all equipment and resources used
  • Maintain stock control of stationery/clinical supplies

Responsibility for Information:

  • Accurately input data/confidential data using a variety of Trust IT systems in a timely way
  • Prepare and scan information onto the Trust IT systems as required
  • Ensure all information held is kept up to date and available
  • Maintain a confidential and efficient filing and maintenance system
  • Be responsible for the quality of information
  • Photocopy and distribute documents as required
  • Shred and destroy confidential documentation in line with Trust policy
  • Provide information/produce basic routine reports at an appropriate level under supervision
  • Be responsible for the lifecycle management of records in paper and electronic form
  • Participate in the on-going archive process for paper care records

Patient Records Duties:

  • Be responsible for all aspects in relation to paper and electronic care records preparation, such as verifying patient demographic details and making up patient and clinic files as required
  • Be responsible for case notes prior to the appointment this involves forwarding the notes to the medical staff in clinic when the patient arrives and accountability for notes remaining after the clinic which includes did not attend
  • Be responsible for filing information into appropriate patient care records
  • Maintain an attendance sheet recording attendees and DNA's

Research and Development:

  • Undertake surveys and routine audits of own work as and when required
 

Person specification

Qualifications

Essential

English and maths GCSE, level 9-4 or A*-C 

Experience

Essential

Experience of dealing with the Public/Customer service experience
Experience of working with a range of Microsoft Office packages
Experience of using IT systems
Experience of working in a busy office / customer care environment 

Desirable

Experience of working in healthcare 

Additional Criteria

Essential

Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
Standard keyboard / IT skills
Good organisation skills and ability to multitask
Good time management skills
Ability to deal professionally with enquiries from staff, service users and stakeholders
Understand confidentiality and apply the principles in every day working practice
Ability to pay attention to detail where there are predictable interruptions to the work pattern
Ability to deal with stressful situations and sensitive issues
Work effectively and flexibly as part of a team to meet the needs of the services
Confident in dealing with people at all levels
Must be able to demonstrate an understanding of equality and diversity
Ability to travel to multiple sites

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

For help with your application, contact: 

Anthony Matthews 

Anthony.matthews@uhb.nhs.uk 

01213715637 

Pay scheme

Agenda for Change 

Band

Band 2 

Salary

£20270.00  to £21318.00 Yearly 

Contract

Permanent 

Working pattern

Full-Time, Flexible Working 

Reference number

304-1071287DH 

Job locations

Queen Elizabeth Hospital 
Mindelsohn Way 
Birmingham 
West Midlands 
B15 2TH 

Attachments

This vacancy is closed to applications.