Admin Assistant/Receptionist Pre-Op Assessment

Job description

Job summary

Are you a friendly and customer-focused individual lookingto make a difference in the NHS? We are seeking an enthusiasticReceptionist/Administrator to join our busy Pre-Operative Assessment team, providing an efficient and welcomingservice to patients across Worcestershire. As the first point of contact for many of our patients, youwill play a vital role in ensuring a positive patient experience. You will beresponsible for greeting patients, managing appointments, handling telephoneenquiries, maintaining accurate records and supporting the smooth day-to-dayrunning of the Pre-Assessment service.

This is an excellent opportunity to join a supportive andfriendly team that is committed to delivering high-quality care. You will workclosely with our administrative team, our clinical team, the surgicalspecialties and healthcare professionals, helping patients access the servicesthey need while contributing to the efficient delivery of care. We are looking for someone with excellent communication andorganisational skills, a professional and compassionate approach, and theability to work effectively in a busy environment. Previous reception oradministrative experience is desirable, but most importantly we are looking forsomeone who enjoys helping people and takes pride in delivering excellentcustomer service. If you are reliable, motivated and would like to be part ofa team that makes a real difference to patients every day, we would love tohear from you.

Main duties of the job

Join our friendly Pre-Operative Assessment team and play akey role in supporting patients across Worcestershire. As a Pre-AssessmentReceptionist, you will be the first point of contact for patients attending ourdepartment, helping to ensure they receive a professional, efficient andwelcoming experience.

This varied role involves welcoming patients to thedepartment, managing appointments, handling telephone and email enquiries and updatingour MyPreOp digital portal . You will work closely with our nurse led clinicalteam, administrative colleagues and our surgical specialty colleagues to ensureclinics run smoothly and patients are seen at the right time and in the rightplace.

The post also provides essential administrative support for ourservice, including coordinating referrals, managing clinic information andhelping to facilitate patient pathways in readiness for their planned surgery.Your work will contribute directly to reducing waiting times, improving accessto services and supporting the delivery of high-quality patient care.

We are looking for someone who is organised, approachableand able to remain calm in a busy environment. If you enjoy working withpeople, have excellent communication skills and want to make a positivedifference to patients every day, we would love to hear from you.

In return, you will join a supportive team that valueskindness, teamwork and continuous improvement, with opportunities to developyour skills within a busy NHS service.

About us

Worcestershire Acute Hospitals NHS Trust is a largeacute and specialised hospital trust that provides a range of local acuteservices to the residents of Worcestershire and more specialised services to alarger population in Herefordshire and beyond.

The Trust operates hospital-based services fromthree sites in Kidderminster, Redditch and Worcester

Our workforce is more than 7,000 strong, and ourcaring staff are recognised as providing good and outstanding patient-centredcare. You could be one of them.

We are committed to recruiting the best people towork with us. Our values, which we ask all staff to demonstrate, underpin oureveryday 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 Timewiseaccreditation - this means we are committed to embedding flexible workingwithin our organisation as a flex positive employer.

DBS Checks and Costs

Any applicants who are offered posts requiring aDBS 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 SupportingInformation section for more details on DBS checks and costs.

Job description

Job responsibilities

Job Purpose:

Use the manual and computerised systems includingPAS, ENVOY, PTS, TEAMS, MyPre-Op+ and CLIP to:

Towork as part of the Pre-Operative Assessment clerical team assisting with thesmooth and efficient running of the Pre-Operative Assessment Clinic.

Provide a comprehensivereceptionist service for the department and administration duties as set out inthe job description.

To make appointments on theTrust IT systems in accordance with agreed policies and procedures.

Toprovide accurate, timely information to assist nursing staff in good managementof their Pre-Operative Assessment clinics.

The post will also includeanswering telephone queries and updating the hospital PAS system.

To ensure the confidentiality of all patientinformation and Trust business.

Key Duties:

Postholdersmust be able to work on their own initiative when carrying out their usualduties. Supervision is available as required.

Toparticipate in reception duties for Pre-Operative Assessment Clinic Countywide, as well as any othervisitors to the department.

Togreet patients in a polite and respectful manner and promote patients sense ofdignity at all times.

Thepostholder is often the first point of contact for the majority of patients.

Useof manual and computerised systems including PAS, CLIP and digital MyPre-Opsystem.

Tocheck registration details and demographics for accuracy and ensure that alldetails are updated on PAS to include #call me

Record the patients attendance to clinic and outcome theirappointment on their departure

Notify secretaries of DNAs via the agreed proforma

Todeal with enquiries from patients, the general public and other staff asappropriate.

Ensure the smooth daily running of the Pre-Operative Clinicreception desk

Liaise with ambulance control for ensuring the patientsreturn journey home is scheduled

To carry out any other dutiesappropriate to the grade as requested by the booking team.

Ability to prioritize workload accordingto demands of the department.

To reschedule Pre-Operative assessmentappointments in accordance with the agreed S.O.P, under the direction of theadministration team.

CommunicationResponsibilities:

Toensure that there is good communication between the administration team and theclinical team so that the department runs smoothly.

Todemonstrate tact, diplomacy, patience and empathy in the course of considerablepatient contact, both in person, over the telephone, and by emailcorrespondence.

Ensuretelephones are answered promptly and dealt with appropriately.

Torespond to patient telephone or face to face complaints in the first instance,seeking support and advice from the team leaders or nurses as appropriate.

Toimpart clear, concise appointment related information to patient, secretariesand booking staff.

Touse interpersonal skills to interact and communicate appropriately with avariety of patients from differing backgrounds and cultures, puting eachindividual at ease and reassure anxious patients.

Tocommunicate appropriately with patients who have special needs includingpatients with physical and mental disabilities, learning difficulties and withpatients who are anxious and/or upset.

Tocommunicate appropriately with patients who are behaving in an aggressivemanner and seek help from senior staff.

Todeal appropriately with messages left on the out of hours answerphone service,and any emails received into the countywide email box.

Tocommunicate effectively and work collaboratively as a member of theMulti-Disciplinary team.

Clerical Responsibilities:

Toanswer general telephone queries from patients, health professionals and thegeneral public and process appropriately or refer on to relevant staff asappropriate.

Inexceptional circumstances where clinical staff are unable to arrive for theclinic, support the appointments team and nurses with cancelling patients bytelephone at the last minute.

Toamend and cancel appointmentsappriopriately. Notify relivant secretary or booker.

Togenerate appropriate letters and cross reference patient details for accuracy

Toliaise with other Pre-Operative Assessment clinics across county.

To provideclerical support for nursing staff countywide.

To destroyconfidience waste appropriately and in line with the Trust policy.

Ensurecomputer, printer equipment and stationery is available and working effectivelyworking, reporting any faults or problems to the team leader.

EducationalResponsibilities:

Todemonstrate working practices to new and exsisting employees including Admin& Clerical staff, any Pre-Operative Assessment staff countywide.

Tohave sufficient knowledge of Departmental clinical procedures to be able toinform and advise patients.

Tohave sufficient knowledge of the Pre-Operative Assessment Service to be able toadvise patients on the appropriateness and timeliness of appointments.

Toensure your training requirements are up to date within Trust targets.

General Responsibilities:

Toobserve confidentiality of patient records at all times in accordance with theData Protection Act.

Touse acquired knowledge to inform patients of the benefits of Pre-OperativeAssessment

Tomanage and prioritise own workload, taking identified priorities into accountand observing department policies.

Toreview procedures regularly in discussion with colleagues and advise of anyimprovements that could be made to administrative procedures.

Tocomply with department sickness SOP and report any absences in accordance withthis policy.

Toreport any equipment faults or hazardous or potentially dangerous situations.

Toreport any accidents, untoward incidents and complaints by followingappropriate escalation procedures.

Toensure patient confidentiality.

Toensure all Trust standards and policies are observed.

Toremain professional at all times

Job description
Job responsibilities

Job Purpose:

Use the manual and computerised systems includingPAS, ENVOY, PTS, TEAMS, MyPre-Op+ and CLIP to:

Towork as part of the Pre-Operative Assessment clerical team assisting with thesmooth and efficient running of the Pre-Operative Assessment Clinic.

Provide a comprehensivereceptionist service for the department and administration duties as set out inthe job description.

To make appointments on theTrust IT systems in accordance with agreed policies and procedures.

Toprovide accurate, timely information to assist nursing staff in good managementof their Pre-Operative Assessment clinics.

The post will also includeanswering telephone queries and updating the hospital PAS system.

To ensure the confidentiality of all patientinformation and Trust business.

Key Duties:

Postholdersmust be able to work on their own initiative when carrying out their usualduties. Supervision is available as required.

Toparticipate in reception duties for Pre-Operative Assessment Clinic Countywide, as well as any othervisitors to the department.

Togreet patients in a polite and respectful manner and promote patients sense ofdignity at all times.

Thepostholder is often the first point of contact for the majority of patients.

Useof manual and computerised systems including PAS, CLIP and digital MyPre-Opsystem.

Tocheck registration details and demographics for accuracy and ensure that alldetails are updated on PAS to include #call me

Record the patients attendance to clinic and outcome theirappointment on their departure

Notify secretaries of DNAs via the agreed proforma

Todeal with enquiries from patients, the general public and other staff asappropriate.

Ensure the smooth daily running of the Pre-Operative Clinicreception desk

Liaise with ambulance control for ensuring the patientsreturn journey home is scheduled

To carry out any other dutiesappropriate to the grade as requested by the booking team.

Ability to prioritize workload accordingto demands of the department.

To reschedule Pre-Operative assessmentappointments in accordance with the agreed S.O.P, under the direction of theadministration team.

CommunicationResponsibilities:

Toensure that there is good communication between the administration team and theclinical team so that the department runs smoothly.

Todemonstrate tact, diplomacy, patience and empathy in the course of considerablepatient contact, both in person, over the telephone, and by emailcorrespondence.

Ensuretelephones are answered promptly and dealt with appropriately.

Torespond to patient telephone or face to face complaints in the first instance,seeking support and advice from the team leaders or nurses as appropriate.

Toimpart clear, concise appointment related information to patient, secretariesand booking staff.

Touse interpersonal skills to interact and communicate appropriately with avariety of patients from differing backgrounds and cultures, puting eachindividual at ease and reassure anxious patients.

Tocommunicate appropriately with patients who have special needs includingpatients with physical and mental disabilities, learning difficulties and withpatients who are anxious and/or upset.

Tocommunicate appropriately with patients who are behaving in an aggressivemanner and seek help from senior staff.

Todeal appropriately with messages left on the out of hours answerphone service,and any emails received into the countywide email box.

Tocommunicate effectively and work collaboratively as a member of theMulti-Disciplinary team.

Clerical Responsibilities:

Toanswer general telephone queries from patients, health professionals and thegeneral public and process appropriately or refer on to relevant staff asappropriate.

Inexceptional circumstances where clinical staff are unable to arrive for theclinic, support the appointments team and nurses with cancelling patients bytelephone at the last minute.

Toamend and cancel appointmentsappriopriately. Notify relivant secretary or booker.

Togenerate appropriate letters and cross reference patient details for accuracy

Toliaise with other Pre-Operative Assessment clinics across county.

To provideclerical support for nursing staff countywide.

To destroyconfidience waste appropriately and in line with the Trust policy.

Ensurecomputer, printer equipment and stationery is available and working effectivelyworking, reporting any faults or problems to the team leader.

EducationalResponsibilities:

Todemonstrate working practices to new and exsisting employees including Admin& Clerical staff, any Pre-Operative Assessment staff countywide.

Tohave sufficient knowledge of Departmental clinical procedures to be able toinform and advise patients.

Tohave sufficient knowledge of the Pre-Operative Assessment Service to be able toadvise patients on the appropriateness and timeliness of appointments.

Toensure your training requirements are up to date within Trust targets.

General Responsibilities:

Toobserve confidentiality of patient records at all times in accordance with theData Protection Act.

Touse acquired knowledge to inform patients of the benefits of Pre-OperativeAssessment

Tomanage and prioritise own workload, taking identified priorities into accountand observing department policies.

Toreview procedures regularly in discussion with colleagues and advise of anyimprovements that could be made to administrative procedures.

Tocomply with department sickness SOP and report any absences in accordance withthis policy.

Toreport any equipment faults or hazardous or potentially dangerous situations.

Toreport any accidents, untoward incidents and complaints by followingappropriate escalation procedures.

Toensure patient confidentiality.

Toensure all Trust standards and policies are observed.

Toremain professional at all times

Person Specification

Qualifications

Essential

• Good standard of Education

Desirable

• Any recognised typing qualifications
• Recognised English & Maths qualification
• Evidence of additional self-development

Experience

Essential

• Previous Customer services experience/dealing with the public
• Previous Administration experience

Desirable

• Previous clerical/reception experience within a hospital

Knowledge and Skills

Essential

• Professional
• Good organisational / time management skills including contact with general public
• Good clear handwriting
• Ability to work as part of a team and on own initiative
• Good IT skills

Desirable

• PAS and/or CLIP understanding

Personal Qualities

Essential

• Able to work in a team
• Ability to work to deadlines
• Awareness of self-presentation suitable for the workplace.
• Flexibility
• Understanding the importance of confidentiality
• Willingness to undertake further training

Person Specification
Qualifications

Essential

• Good standard of Education

Desirable

• Any recognised typing qualifications
• Recognised English & Maths qualification
• Evidence of additional self-development

Experience

Essential

• Previous Customer services experience/dealing with the public
• Previous Administration experience

Desirable

• Previous clerical/reception experience within a hospital

Knowledge and Skills

Essential

• Professional
• Good organisational / time management skills including contact with general public
• Good clear handwriting
• Ability to work as part of a team and on own initiative
• Good IT skills

Desirable

• PAS and/or CLIP understanding

Personal Qualities

Essential

• Able to work in a team
• Ability to work to deadlines
• Awareness of self-presentation suitable for the workplace.
• Flexibility
• Understanding the importance of confidentiality
• Willingness to undertake further training

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.

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust
Address

Kidderminster Treatment Centre

Bewdley Road

Kidderminster

Worcestershire

DY11 6RJ

United Kingdom

Employer's website