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Receptionist

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University Hospital of North Midlands NHS Trust

15d ago

  • Job
    Full-time
    Junior Level
  • Stoke-on-Trent

AI generated summary

  • You must handle clerical tasks with tact, communicate effectively, manage appointments, maintain IT systems, and ensure patient satisfaction while adhering to Trust policies and procedures.
  • You will handle clerical tasks, manage patient inquiries, coordinate appointments, maintain IT systems, assist with complaints, and support new staff while ensuring patient data accuracy.

Requirements

  • - To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills.
  • - Communicates tactfully with patients, staff about appointments or any other queries deemed necessary.
  • - Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary.
  • - The post holder may be required to notify patients of any delay on clinic.
  • - Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
  • - Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
  • - Responsible for completing outcome forms and actioning follow-up appointments where necessary.
  • - Deals with enquiries where there may be barriers to understanding.
  • - Maintain the Trust systems, E referral, Savience, iPortal and iFIT.
  • - Reporting any issues with Savience to the systems administrator.
  • - Gain knowledge of Outpatient procedures.
  • - Develop knowledge of other Hospital Departments and Clerical procedures, acquired through job training.
  • - Using concentration and accuracy for data entry on all IT systems.
  • - Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
  • - Resolve issues relating to appointments, clinics, directions or any general enquiries.
  • - Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.
  • - Ensure that the clinic teams are aware of any issues that impacted on the patients experience.
  • - Ensure that all notes and systems i.e.: Careflow and Savience are working and correct ready for the start of a clinic.
  • - Be flexible with work areas and departments to fit the needs of the trust.
  • - Input data onto Careflow accurately and timely.
  • - Organises own workload, coordinates and adjusts on-going clinic appointments.
  • - Come into contact with patients/clients, carers and other visitors when greeting and booking in patients in the Outpatients Departments.
  • - Responsible for first line complaints.
  • - Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate.
  • - Responsible for completing their mandatory training annually as required and attending all relevant courses.
  • - Have a personal duty of care in relation to equipment, resources and maintain stock control.
  • - Demonstrate duties to less experienced/new staff including trainee clerical officers.
  • - Engage with patient with the use of patients surveys to ensure they are completed to highlight areas of improvement as well as our accomplishments.

Responsibilities

  • To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills.
  • Communicates tactfully with patients, staff about appointments or any other queries deemed necessary.
  • Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary.
  • The post holder may be required to notify patients of any delay on clinic.
  • Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
  • Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
  • Responsible for completing outcome forms and actioning follow-up appointments where necessary.
  • Deals with enquiries where there may be barriers to understanding.
  • Maintain the Trust systems, E referral, Savience, iPortal and iFIT.
  • Reporting any issues with Savience to the systems administrator.
  • Gain knowledge of Outpatient procedures.
  • Develop knowledge of other Hospital Departments and Clerical procedures, acquired through job training.
  • Using concentration and accuracy for data entry on all IT systems.
  • Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
  • Resolve issues relating to appointments, clinics, directions or any general enquiries.
  • Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.
  • Ensure that the clinic teams are aware of any issues that impacted on the patients experience.
  • Ensure that all notes and systems i.e.: Careflow and Savience are working and correct ready for the start of a clinic.
  • Be flexible with work areas and departments to fit the needs of the trust.
  • Input data onto Careflow accurately and timely.
  • Organises own workload, coordinates and adjusts on-going clinic appointments.
  • Come into contact with patients/clients, carers and other visitors when greeting and booking in patients in the Outpatients Departments.
  • Responsible for first line complaints.
  • Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate.
  • Responsible for completing their mandatory training annually as required and attending all relevant courses.
  • Have a personal duty of care in relation to equipment, resources and maintain stock control.
  • Demonstrate duties to less experienced/new staff including trainee clerical officers.
  • Engage with patient with the use of patients surveys to ensure they are completed to highlight areas of improvement as well as our accomplishments.

FAQs

What are the main responsibilities of a receptionist in this role?

The main responsibilities include undertaking clerical duties, handling telephone and face-to-face inquiries, providing routine information to patients and staff, managing appointment queries, maintaining trust systems, ensuring data accuracy, and assisting in the first line of complaints.

Is experience with IT systems required for this job?

Yes, candidates should possess the ability to accurately input data into various IT systems such as Careflow, E referral, Savience, iPortal, and iFIT.

What type of communication skills are important for this position?

Tact and persuasive communication skills are essential, as the role involves interacting with patients, staff, and external bodies and addressing any barriers to understanding.

Will I be required to handle patient complaints?

Yes, the receptionist will be responsible for first-line complaints and should follow Standard Operating Procedures and Trust Policies to address these issues.

Are there opportunities for training and development?

Yes, the position allows for on-the-job training and encourages the completion of mandatory training and attendance at relevant courses.

How does this role support the clinic's workflow?

The receptionist organizes their own workload, coordinates clinic appointments, ensures all systems are ready for clinic start, and communicates any issues that may impact patient experience to the clinic teams.

Are there any specific policies I need to adhere to in this role?

Yes, it is important to follow Standard Operating Procedures and Trust Policies as appropriate during daily tasks.

What is expected regarding patient data management?

The receptionist must ensure that all patient demographics are correct in any communication and accurately document information related to appointments, including rearranging or cancelling bookings.

Will I interact directly with patients?

Yes, the role involves greeting and booking in patients, engaging with them during their visit to the Outpatients Departments.

Is teamwork an important aspect of this role?

Yes, collaboration with the clinic team and engagement with less experienced staff are key parts of the job, ensuring a supportive work environment.

University Hospital of North Midlands NHS Trust

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

University Hospitals of North Midlands NHS Trust provides comprehensive healthcare services, including acute and specialist medical care, across the North Midlands region. Their ultimate mission is to deliver high-quality, patient-centered care while improving health outcomes and ensuring safety. Their purpose is to enhance the well-being of their community by offering exceptional clinical services, promoting health and wellness, and advancing medical research and education.