Job summary Provide a professional, efficient and effective contact, administration and booking service to patients and visitors engaging with SHiP (Sexual Health in Plymouth) and Pregnancy Advisory Centre (PAC) in accordance with Trust policies and standards relating to confidentiality and customer act as a first point of contact for service users, ensuring efficient and sensitive communication with patients and other health care ensure confidential information is processed and accurate coding of data take place in line with departmental procedures.
FTC for maternity cover, with the possibility of becoming permanent Main duties of the job Communicate with staff and patients at all levels, which involve explaining issues/policies and often supporting vulnerable patients in difficult circumstances, always maintaining a professional non-judgemental approachRequirement to book patient appointments in person and over the telephone often for patients who are in a distressed state, vulnerable or have learning difficultiesCarry out reception duties and prepare documentation for clinic sessionsThe effective and efficient management of IPM and the dedicated SHiP IT system, ensuring strict adherence and compliance to all Trust Policies and ensure due regard is given to customs, values and spiritual beliefs of patients, carers and their relatives.
About us We are a people business - where every member of staff matters and can make a difference.
Patients are at the heart of everything we do.
Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care.
The Trust has great opportunities for career development in a highly progressive working environment.
We offer all of this in a vibrant, modern city with a historic reputation for adventure.
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If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100.
We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles.
Please contact the recruiting manager to discuss this prior to your application submission.
We commit to giving this full consideration in each case.
We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.
It is sometimes necessary to close vacancies before the closing date.
If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description Job responsibilities To provide the first point of contact for patients accessing SHIP either in person or by telephoneTo deal with patients who may be in a distressed state and be able to advise on different courses of actionBe able to receive sensitive and complex information and convey this to the appropriate personBe able to use judgement and initiative to deal with complex, difficult situations and anxious patients Be able to take appropriate action when dealing with telephone and reception based enquiries/situations, understanding when to refer the matter/issue on To be efficient in the use of the SHiP clinical IT systems.
To input, amend and modify data and information accurately and consistently within policies and proceduresTo register new patients on the system, ensuring double registration does not occurTo book new and follow up appointmentsTo send out appointment letters to those patients who are referred via GPTo process Online testing requests and returned kits, this will involve handling sampleTo prepare testing kits for patient community useEnsure accurate and up to date clinic lists are available for each clinicCreate relevant patient alerts on the system where required and ensure that all HIV, Syphilis and Hepatitis patients are identified appropriatelyEnsure patients are offered appointments in the appropriate clinic in a prompt and timely manner, supporting the service to meet national targets, specifically 48 hour access to SHiPCancel and amend clinics as directed, ensuring all cancelled appointments are rebooked and all necessary people are advised of the changesWhere advised, edit clinic sessions to allow the overbooking of clinicsRecord all patient attendances, book follow up appointments, discharge patients and close episodes as necessaryEnsure the Trusts waiting list policy is adhered to (Admin Guidance Notes) To work with all the necessary staff in order to ensure that theatre lists and outpatient clinics are fully utilised with the appropriate case mix of patientsAs directed by the clinical team remove patients who are unsure whether they wish to continue with their procedure and close the appropriate referralAssist in investigating DNAs and remove from waiting list as necessaryTo ensure that the case notes are traced accurately using iPM at all times and returned to Health Records in a timely manner Following a review of the results inform SHiP patients of negative results via SMS system To assist the line manager in training new members of staff, as requested Maintain personal and professional development to meet the changing demands of the job.
Participate in appropriate developmental and training activitiesParticular attention is drawn to the confidential nature of this post.
All patient diagnosis and treatments must be held in the strictest of confidence at all timesMaintain boundaries of confidentiality in accordance with NHS (Sexually Transmitted Diseases) Directions 2000 and UHP carry out any other clerical duties as determined by the line managerRequirement to work at a VDU screen for at least 75% of the working dayAgenda for Change Version 10AFC ID: Date:COMMUNICATIONS & WORKING RELATIONSHIPSReceive and deal with confidential telephone enquiries from patients.
Be able to handle patient complaintsCommunicate verbally in a sensitive and caring manner with patients including situations where patients may be distressedDemonstrate a professional, non-judgemental and helpful manner when communicating to patients and colleagues, face to face and on the telephoneProvide information to possibly distressed/anxious patients treating them with tact and sympathy Person Specification EXPERIENCE Essential Previous clerical/admin experience Previous experience as a receptionist / telephonist Previous experience in the use of IT packages Desirable IPM experience Experience working with clinic booking systems Essential Essential NVQ Level 2 in Business Admin or Customer Services or equivalent demonstrable experience