Band 3 - Foh - Outpatient Receptionist

6 months ago

Hampstead, United Kingdom Barnet and Chase Farm Hospitals Full time

Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers’ money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

**Detailed job description and main responsibilities**:

- 1. ROLES AND RESPONSIBILITIES
- Reception:

- To greet patients in a courteous manner and check them into clinic on arrival via the
- current electronic systems in line with the trust out-patient operational work processes
- Ensure administrative cover during clinic times, communicating with supervisor if any
- problems.
- To check out patients on the EPR system after consultation ensuring all appropriate
- data is recorded accurately in a timely manner in line with the information on the clinic
- outcome form or in line with departmental procedure when there is no outcome form
- Ensure that ‘walk-in’ (WI) patients (not entered on the clinic list) are registered onto
- EPR as appropriate
- Ensure that all Choose and Book and DNAs are actioned appropriately at the end of
- the clinic
- To deal sensitively and discreetly with patient’s queries both in person and by
- telephone
- Excellent communication skills are needed to overcome barriers of understanding
- To actively keep patients informed of any delays in clinic via notice boards and in
- conjunction with nursing teams
- To make follow-up appointments ensuring the patients are booked into the appropriate
- clinic and are given an appointment within the clinically agreed timescale at the time of
- clinic
- To control the number of patients per clinic ensuring that clinics are not overbooked
- and to advise the Out-patient supervisor of any capacity problems within clinics.
- To liaise closely with clinical teams to ensure mutual understanding of clinic rules and
- capacity issues that could compromise the booking of follow up patients within clinical
- timescales.
- To work with nursing staff while in clinic to ensure all clinic outcome forms are
- completed accurately and entered onto Cerner.
- Direct patients after consultation to various department for specific tests
- To help with printing EPR cover-sheets for any relevant documents generated on clinic.

**Person specification**:
**Education & professional Qualifications**:
**Essential criteria**:

- Good general education, including GCSE English grade “C” or above, or equivalent

**Royal Free World Class Values**:
**Essential criteria**:

- Demonstrable ability to meet the Trust Values

**Experience**:
**Desirable criteria**:

- Significant experience in a role which combines administration and working with the public, preferably in the NHS or similar.
- Knowledge / experience of computer systems

**Skills and aptitudes**:
**Essential criteria**:

- Excellent customer care skills, including ability to use judgement, tact & diplomacy
- A high degree of accuracy and attention to detail
- Experience of prioritising own workload in a highly pressured working environment
- Knowledge of patient confidentiality and the Data Protection Act

**Desirable criteria**:

- Ability to successfully manage and resolve difficult situations
- Excellent telephone manner
- Excellent communication skills, both written and spoken
- Effective interpersonal skills, to liaise and negotiate with people/staff at all levels
- Excellent organisational skills
- Experience of record keeping
- Experience of using own initiative to help solve a problem or improve a service
- Experience of team working

**Personal Qualities & attributes**:
**Desirable criteria**:

- Self-motivated and solution focussed
- Flexible and adaptable

**Other Requirements**:
**Essential criteria**:

- Positive approach to service needs
- Reliable
- Polite

**Desirable criteria**:

- Prepared to learn new skills
- Confident
- Be able to undertake moderate physical efforts for periods of time to lift, file and carry
- **Covid-19 Vaccination**
- Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
- We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligibl

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