Outpatient appointment receptionist

Job description

Job summary

To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required.To provide a Patients Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to faceTo maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protectionTo ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked , appointments have been outcomed and escalate any concernsTo promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all timesTo offer patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process. To maintain a calm attitude at all times, being aware of patients worries and concerns at coming to hospital.To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed.To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management
Main duties of the job

Admitting and discharging patients on Cerner including internal transfers and cancellations in a timely fashion as set by the reception managerMake follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinicEnsure the accurate entry and up-date of patient details and patient hospital clinical care episodesEnsure patient details are verified and accurately updated on Cerner during the booking/admitting processTo maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systemsTo follow Trust Overseas/Private patients procedure to ensure that the Trust receives the income generated by these patientsPreparing case notes appropriately including pre-assessment packs and letters as required
About us

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.Join us and help shape the future of care in West Essex.

Job description

Job responsibilities

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave-a national programme that's changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.

This means we're working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.

We're a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.

Join us and help shape the future of care in West Essex.

Job overview

• To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required.
• To provide a Patient's Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.
• To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to face
• To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection
• To ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked , appointments have been outcomed and escalate any concerns
• To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times
• To offer patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process. To maintain a calm attitude at all times, being aware of patients' worries and concerns at coming to hospital.
• To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed.
• To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management

Main duties of the job

• Work within a team
• May involve Saturday working as we move in a new Direction as a Trust
• No staff to line manage in this position
• This job covers the front desk at St Margarets Hospital in Epping , Herts and Essex in Bishops Stortford and Princess Alexandra hospital. You will need to be able to work at any site and be able to travel there and back.
• At times, patients can be frustrated and raise their voices etc in waiting rooms, please be aware that these types of scenarios may occur and you will need to remain calm and professional, and escalate any issues accordingly to managers and security

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and the manager. All duties must be carried out under supervision or within Trust policy and procedure.

Detailed job description and main responsibilities

Job description attached

Job description
Job responsibilities

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave-a national programme that's changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.

This means we're working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.

We're a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.

Join us and help shape the future of care in West Essex.

Job overview

• To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required.
• To provide a Patient's Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.
• To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to face
• To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection
• To ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked , appointments have been outcomed and escalate any concerns
• To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times
• To offer patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process. To maintain a calm attitude at all times, being aware of patients' worries and concerns at coming to hospital.
• To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed.
• To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management

Main duties of the job

• Work within a team
• May involve Saturday working as we move in a new Direction as a Trust
• No staff to line manage in this position
• This job covers the front desk at St Margarets Hospital in Epping , Herts and Essex in Bishops Stortford and Princess Alexandra hospital. You will need to be able to work at any site and be able to travel there and back.
• At times, patients can be frustrated and raise their voices etc in waiting rooms, please be aware that these types of scenarios may occur and you will need to remain calm and professional, and escalate any issues accordingly to managers and security

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and the manager. All duties must be carried out under supervision or within Trust policy and procedure.

Detailed job description and main responsibilities

Job description attached

Person Specification

Qualifications

Essential

• To GCSE level
• NVQ Level 2 or equivalent experience

Experience

Essential

• Keyboard skills

Desirable

• Knowledge of an administration system
• Previous clerical experience
• Previous NHS clerical experience dealing with the public
• Knowledge of Choose & Book
• Experience of a specific electronic booking system

Person Specification
Qualifications

Essential

• To GCSE level
• NVQ Level 2 or equivalent experience

Experience

Essential

• Keyboard skills

Desirable

• Knowledge of an administration system
• Previous clerical experience
• Previous NHS clerical experience dealing with the public
• Knowledge of Choose & Book
• Experience of a specific electronic booking system

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

The Princess Alexandra Hospital NHS Trust
Address

The Princess Alexandra Hospital

Harlow

Essex

CM20 1QX

United Kingdom

Employer's website