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Patient Services Receptionist

3 months ago

West Malling, Kent, United Kingdom GenesisCare Full time

Position:
Patient Services Receptionist

Division:
GenesisCare UK

Location:
Maidstone, UK

Status:
Hourly

Role Summary


As the Patient Services Receptionist you are responsible for providing excellent patient care to patients, efficient and professional receptionist duties and general administrative support as and when required.


Key areas for the role:

  • Be the first point of contact for the centre, meeting and greeting patients, staff and visitors ensuring a professional and efficient service
  • Support with Patient Administration duties as required
  • Answering telephone calls politely, promptly, and efficiently
  • Maintaining a clean, tidy and welcoming reception
  • In collaboration with colleagues ensure consistent cover for the centre's reception
  • Undertake a range of admin duties to ensure the smooth running of the centre

Reporting lines:
As the Patient Services Receptionist, you report directly to the Administration Lead.

You have no direct reports.

Reporting lines and direct reports may change from time to time in line with the requirements of the role.

Your key responsibilities:

  • Cover reception and participate in all reception duties
  • Appropriately direct all incoming calls from reception
  • Meet and greet patients, staff, doctors and visitors
  • Patient liaison in waiting area completion of paperwork, signposting, communication of delays, taxi service etc
  • Actively queue patients into MOSAIQ upon arrival to support wait time tracking
  • Printing documents required and scanning completed forms into patient file
  • Liaise with taxi companies regarding scheduled transport for patients
  • Ensuring patient questionnaires are completed
  • Ordering stock for reception area and keeping it well stocked throughout the day
  • Centre admin post, SAP purchases, Amazon orders etc
  • Review unresolved appointments at the end of each working day
  • Utilising Datix to log comments/concerns and compliments
  • Be responsible for the daily maintenance of the centre's fire box and centre checks
  • Ensure all patients experience the highest levels of service at all times.
  • Maintain accurate and complete records of patient details in line with the agreed processes within GenesisCare.
  • Work respectfully with all team members, ensuring that clear communication and effective working relations are maintained.
  • Be aware of the close working relationship with any partner hospital and comply with their local rules and policies at all times.
  • Follow departmental protocols, policies and procedures and operate in full compliance with all relevant guidelines.
  • Undertake company designated mandatory training.
  • Occasionally work out of hours in order to ensure that breakdowns or crisises are resolved with minimum impact to service and treatments.
  • Adhere to company standards in respect of appearance, behaviour and demeanour at all times.
  • Carry out any other duties appropriate for a post of this nature.
  • Work flexibly to achieve GenesisCare business objectives
  • Ensure that patient confidentiality is maintained in respect of personal information in accordance with GenesisCare policies and statutory legislation.
  • Maintain security by following procedures and booking patients and visitors in and out of the centre.

Your key working relationships:
As the Patient Services Receptionist, you need to develop strong relationships with the following internal parties:

  • Patient Administration Officers
  • Centre Leader
  • Clinical teams
  • Medical secretaries
  • Administration Lead
In addition, you need to develop strong external relationships with various individuals, agencies & key stakeholders.

Experience and skills:

  • Experience of looking after a busy reception area
  • Have excellent communication skills
  • Experience in a customer focused environment
  • Evidence of effective staff liaison and cooperative working
  • Evidence of an empathetic approach to patients and or customers
  • Experience with resolving complaints satisfactorily
  • Strong relationship building skills
  • Experience within a diverse range of administrative roles

Qualifications and Knowledge:

  • Be proficient in all MS office packages including, but not limited to, Word, Excel & Outlook
  • Previously worked within the healthcare sector preferred, not essential

Other requirements for this role:

  • Work cooperatively within a team, exchange information and assist other team members to achieve team objectives and work outcomes.

Quality and Safety:


GenesisCare strives to continuously improve the quality and safety of our workers and services provided to our patients and their carers in line with our vision and values.


  • Be aware and understand Safety and Quality accountabilities relevant to the role
  • Lead and be accountable for sustainable Safety and Quality programs (including external review processes) and communicate outcomes
  • Mitigate risks and hazards; proactively develop and implement risk reduction strategies and record outcomes
  • Monito