Job overview

The post holder’s role is to support the Pre-Assessment clinical team and associate processes to deliver a comprehensive patient centred service. The post holder will be responsible for the reception area and, for general administration in order to ensure the smooth running of all related clinics and promote high standards of customer care are maintained and at all times.

The post holder will be expected to prioritise conflicting work demands and effective working with the Pre-Assessment team, the multi-disciplinary team, internal departments and external agencies to ensure continuity in achieving excellence in patient care.

Main duties of the job

• To be responsible for ensuring all visitors are given a positive image of the service as soon as they enter, being polite, courteous and helpful to all visitors and remaining calm in all situations.
• To escalate wait times to their manager and offer patients up to date information about wait times and offer solutions to make patient’s visit more comfortable during periods where longer waits are unavoidable.
• To arrive and depart patients on EPIC in a timely manner when they attend for their appointment, marking those who DNA accordingly.
• To complete all relevant patient clinical outcomes on EPIC both timely and accurately and maintain good communication with specialties to ensure outcomes are being acted upon.
• To be knowledgeable about the service and provide patients with accurate information where appropriate, knowing the boundaries for when it is not appropriate to provide advice.
• To ensure the reception area is tidy, safe and accessible for patients.

Detailed job description and main responsibilities

• To replenish the stock of patient leaflets available i.e. PALS leaflets.
• To ensure patient confidentiality is adhered to within and outside of the clinical setting.
• To constructively address aggressive and abusive patients when their actions infringe on the rights of other administrative staff or self and escalate where appropriate.
• To act as the first point of contact for patients, clinical specialities and or other NHS professionals who may have queries regarding the service and, dealing with administrative enquiries/correspondence in this regard.
• To constructively manage barriers to communication with patients of differing cultures and ethnic backgrounds or those with language barriers and variable levels of understanding and ability.
• To liaise with other departments in the hospital i.e. diagnostic departments, medical records, HR, patient environment, domestics, translating services, transport, PALS, supplies and projects/ works, as required.
• To answer telephone enquiries and to accurately relay messages where necessary, ensuring that any action requested is undertaken in a timely fashion.
• To ensure that all patient demographic data [i.e. address, postcode, GP and ethnic code] are checked upon attendance and updated as necessary on the relevant computer system/s.
• To generate patient information leaflets / letters as required.
• To be responsible for accurately providing electronic information to patients

Person specification:

E&D

Essential

• GCSE grade A-C in English and Mathematics or equivalent substantial previous administration experience
• Excellent IT skills
• Able to organise and prioritise
• Attention to detail
• Excellent verbal communication skills
• Problem solving skills
• General administrative experience

Desirable

• Previous NHS experience
• Knowledge of appointment systems and patient administration systems.