Receptionist Outpatients

The post holder is required to provide reception duties for the Outpatient Department (OPD) and Virtual Clinic waiting areas and to provide administration and clerical support for the services, some of which may be non-routine.
- The post holder is required to provide reception duties for the Outpatient Department (OPD) and Virtual Clinic waiting areas
- To provide administration and clerical support for the services, some of which may be non-routine
- To ensure clinics are cashed up in a timely manner and book follow up appointments for patients after their OPD appointment as required
- To deliver a responsive, sensitive and courteous approach to all patient and service users in a busy and potentially stressful environment
- The post holder is expected to rotate between the Outpatients reception desks and the Virtual Clinic reception on a rota basis.
- Manage Outpatients and Virtual clinic reception desks for the department and deliver an excellent Patient experience by meeting and greeting stakeholders in a friendly and professional manner.
- Validating patients’ identification and demographic details. Where new or revised information is obtained, update PAS.
- To check that patient’s arrival and departures are correctly recorded on trust systems which are currently Enlighten for check in and Attend Anywhere for Video consultations
- Maintaining contact with patients waiting either in person or online
- Managing the flow of patients and their carers through the reception area, identifying those who may require assistance or to be highlighted as a priority to the clinical staff.
- Maintaining regular communication with the clinicians throughout the session and making sure they are aware of any patient who has been waiting a long time.
- Book follow up appointments as and when requested by the clinician.
- Ensuring that patient cancellations and DNAs are dealt with in accordance with the Access policy.
- Ensure visitors and patients are directed to the appropriate waiting area, as required, keeping parents/ carers/ patients regularly informed of any delay

Rated GOOD overall with outstanding care by the CQC. A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond.

A centre of excellence, with an international reputation for pioneering advanced techniques and treatments. Everything we do is informed by our passion for providing the highest quality care and the best clinical outcomes.

At QVH we are proud of our achievements and our specialist services continue to record excellent clinical outcomes for patients. We regularly receive excellent results from patient satisfaction surveys and on average 98% of inpatients say they would recommend the hospital to their family or friends.

Our success is underpinned by the skills and enthusiasm of our staff and a strong culture of partnership. We are fully committed to training and development of the workforce with support for continuing education and learning.
- Manage Outpatients and Virtual clinic reception desks for the department and deliver an excellent Patient experience by meeting and greeting stakeholders in a friendly and professional manner.
- Validating patients’ identification and demographic details. Where new or revised information is obtained, update PAS.
- To check that patient’s arrival and departures are correctly recorded on trust systems which are currently Enlighten for check in and Attend Anywhere for Video consultations
- Encourage patients to complete the Friends and family Survey
- To ensure that clinic schedules are adhered to, utilising consultant and patients time efficiently throughout clinics and escalating any capacity issues to service leads.
- Maintaining contact with patients waiting either in person or online
- Managing the flow of patients and their carers through the reception area, identifying those who may require assistance or to be highlighted as a priority to the clinical staff.
- Maintaining regular communication with the clinicians throughout the session and making sure they are aware of any patient who has been waiting a long time.
- Book follow up appointments as and when requested by the clinician.
- Proactively check next day’s clinic packs are available to ensure the start of clinics is not delayed.
- Ensuring that patient cancellations and DNAs are dealt with in accordance with the Access policy.
- Raise Datix to the Risk team for incidents that occur within the department.
- Ensure visitors and patients are directed to the appropriate waiting area, as required, keeping parents/ carers/ patients regularly informed of any delay.
- To identify patients that may require transport, interpreters or any other special needs and escalate to Band 3 Reception staff to action, in accordance with Trust guidelines.
- Deal with queries and potentially challenging or distressed patients at reception or online, especially if cl