Receptionist

Job summary An exciting opportunity has arisen within our Reception Teambased at Bishop Auckland Hospital.
Working hours per week as part of our reception team,you will be responsible for the provision of a high standard reception servicewithin the outpatient departments.
You will be educated to 5 GCSE Level or NVQ Level 2 inBusiness & Administration or Customer Service and have relevant experiencewithin a busy office environment.
Previous NHS experience and knowledge ofPatient Administration Systems would be advantageous but is not essential.The ability to work under pressure both individually and aspart of a team is important to ensure that deadlines are met.
Goodorganisational and interpersonal skills are essential in order to be able toachieve this.
Excellent customer service skills are essential for this role.
The successful candidate will be based at BishopAuckland Hospital and may be required to work at other sites within the Trust,if necessary.
Main duties of the job You will be responsible for the reception of patients andvisitors to the Outpatient Department.
This includes arriving patients fortheir appointments, arranging any future appointments taking in to account clinicrules, urgent/routine ratios and working with clinical staff to achieve patientsatisfaction.
You will also liaise withGP's, hospital staff and other professional bodies to ensure smooth running ofthe department.To ensure that any enquiries are dealt with in a prompt,responsive and courteous manner at all times to ensure patients are satisfiedwith the service provided by the Reception Team and to ensure the Trust isportrayed in a positive manner You will be required to work weekends and bankholidays on a rota system to cover adhoc clinics About us If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the managerYou must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checksWe provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham.
We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-representedFrom April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary, If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post.Full Job Descriptions can be found in the adverts supporting documents Job description Job responsibilities MAIN DUTIES AND RESPONSIBILITIESResponsible for the reception of patients and visitors tothe Outpatients Department and all reception duties concerned sorting post/ filing / stock monitoring / photocopying / delivery checks.
Responsible for the timely and accurate clinic management ofappointments & waiting list on the Patient Administration System, implementtime surveys on the waiting times of clinics as required and have a basicknowledge of medical terminology to allow further appointments to be arrangedResponsible for registering new patients on the computerisedPatient Administration System ensuring data is retrieved and recordedaccurately as the information is fed to other systems within the hospital.
Ensure patients, relatives; employers of and visitors to theTrust are greeted courteously and promptly upon arrival at the Trustsreception desk.Responsibility for checking the location of patients usingthe Trusts computerised Patient Administration SystemLiaise with all departments within the Trust to resolvequeries from visitors or telephone callsTo generate and send out letters to patients inviting themto contact the department to make an outpatient appointment (Partial Booking),taking account of clinic rules, urgent/routine ratios, cancelled clinics andspecified return timescales for review patients and if no response a letter issent to the patients GP and the referral is cancelled from the PatientAdministrative System to allow best utilization of outpatient clinicappointment slots and ensure no wasted capacity if patients do not respond.
To receive telephone calls from patients in response toinvitations sent by the department, booking appointments in accordance withconsultant directives/clinic rules, timescales etc.
and send Out Patientappointment letter to confirm these arrangements to allow patients to choosea date/time of appointment at their convenience (as per national guidance).
To ensure that all appointments which require cancelling oramending are reallocated for patients.
Booking of transport for patients, where medicallynecessary, for future attendance.
Identifying potential overseas visitors on arrival foroutpatient appointments or admissions and inform overseas patient interviewerto ensure appropriate action is taken.
Ability to work weekends and bank holidays on a rota systemto cover fracture clinics and additional ad hoc clinics.
To ensure that patients calling the Reception Departmentsare dealt with in a prompt, responsive and courteous manner at all times inorder that patients are satisfied with the service provided by the ReceptionTeam to ensure the Trust is portrayed in a positive manner.
To liaise effectively with patients, general practitioners,hospital staff and other professional bodies to ensure the smooth running ofthe department.
Collate and report weekly any patients who cannot be bookedwithin timescale per specialty.
To ensure patient satisfaction and confidentiality ismaintained throughout.
To deal with distressed, abusive and/or complainingcustomers face to face and via the telephone.
Ensure all patients are provided with the family and friendsquestionnaire.
To provide a service to patients and secretaries regardingrequests/queries.
To have a flexible approach to the department demands and toassist where appropriate in the provision of cover for other colleagues duringsickness and holidays.
To assist supervisor in the mentorship, training anddevelopment of new members of staff.
Able to work under pressure both supervised and unsupervisedcarrying out duties in accordance with departments Policies and Proceduresensuring quality standards are adhered to.
Ensure all clinic attendances are completed on the Trust PASSystem ensuring accurate recording or attendance outcome to facilitate trackingof 18 week RTT pathway.
Record any day case activity which takes place in anoutpatient setting on the Trust PAS system to facilitate tracking of 18 weekRTT pathway.
Ensure all procedures undertaken in outpatient clinic areaccurately recorded to maximise income to the Trust.
Ensure all demographic information is collected and updated.Manage day case waiting lists.Process Electronic Discharge Letters (EDL) to meet 24 hourtimescale Person Specification Special Requirements Essential Good interpersonal skills Approachable and friendly Ability to maintain strict confidentiality Willing to undertake any training required for the post Ability to travel Desirable Self-reliance Well presented Experience Essential Working in a busy office environment Desirable NHS Reception Experience Special Skills and Knowledge Essential Knowledge of 18 week referral to treatment Organisational skills Ability to work under pressure Ability to prioritise Keyboard skills Attention to detail Desirable Knowledge of NHS Patient Administration systems Microsoft Office skills Knowledge of Overseas Visitor charging regulations Qualifications Essential Must have 5 GCSEs grades A-C or NVQ Level 2 in Business & Administration or Customer Care or equivalent experience