Outpatients Reception

To welcome patients, carers, relatives, visitors and other health care staff to the Outpatient department in a polite, courteous and professional manner. To ensure you are patient focused at all times and always greeting patients with a smile. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective. Incorporating use of all the Trusts systems including: Choose and Book, Savience, Iportal, Filefast and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.

Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services, and the achievement of Cancer and RTT targets, whether in a supportive role, or in terms of providing hand-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust’s Access Policy and Standard Operating Procedures.
- To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills. Communicates tactfully with patients, staff about appointments or any other queries deemed necessary.
- Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary. The post holder may be required to notify patients of any delay on clinic.
- Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
- Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
- Responsible for completing outcome forms and actioning follow up appointments where necessary.
- Deals with enquiries where there may be barriers to understanding.
- Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
- Reporting any issues with Savience to the systems administrator.
- Gain knowledge of Outpatient procedures
- Ensure the health records are complete for clinic and will provide any information to capture patient pathway and coding information.
- Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
- Ensure that all notes and systems i.e.: Careflow and Savience are working and correct ready for the start of a clinic.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. We serve around three million people and we’re highly regarded for our facilities, teaching and research. The Trust has around 1,450 inpatient beds across two sites in Stoke-on-Trent and Stafford. Our 11,000 strong workforce provide emergency treatment, planned operations and medical care from Royal Stoke University Hospital and County Hospital in Stafford.

We are the specialist centre for major trauma for the North Midlands and North Wales. We have put together a wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their potential. Our goal is to be a world-class centre of achievement, where patients receive the highest standards of care and the best people come to learn, work and research.

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.