Band 2 Receptionist - Outpatients

Job summary

An opportunity has arisen for Band 2 Receptionists/Admin clerks to join the busy teams in Outpatients. The posts are to cover reception, prepare notes and book appointments for clinics.

We are looking for enthusiastic, committed, motivated individuals with excellent communication skills.

The hours are 7.30am-7.30pm, Monday to Saturday on a rota basis therefore, flexibility will be required to cover hours anywhere between these times.

The posts are based at one hospital site, but the post holder may be required to work at any of our 4 sites if the service need arises. Attention should be drawn to the requirements contained in the Person Specification for the roles.

Please contact Laura Timms Outpatients Manager , if you would like an informal visit or require further information on 0121 424 3882.

Positions available:

37.5 hour Permanent post at Heartlands Hospital

30 hour Permanent post at Heartlands Hospital

Main duties, tasks & skills required

Working on a reception desk within 10 departments on a rota basis, arriving patients for clinics, checking demographics, preparation of clinic notes, patient facing queries, telephone queries, responding to emails, booking appointments and general admin duties e.g filing etc. 

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: 

Laura Timms 

laura.timms@uhb.nhs.uk 

01214243882