Outpatient Receptionist

We are looking to appoint a cheerful and motivated person with great interpersonal skills and a commitment to customer service to join our team of Outpatient Receptionists within the busy outpatient areas at the Royal Cornwall Hospital in Truro.

We are responsible for providing outpatient reception services to a variety of outpatient areas across the Trust with a team of 45 committed and professional staff. It’s our people that make the difference every day, helping us make a difference for our patients.

These are very busy areas and provide a focal point for receiving patients, visitors and staff to the hospital. You will be joining a dedicated administrative team that supports patient care within the clinical outpatient environment. The role is essential in capturing clinical activity data on a daily basis to ensure the Trust receives the appropriate financial income.

The patient is at the centre of everything we do. Our experience is creating a patient focused service offering the very best in healthcare support meeting the needs of our patients. Now we are looking for new members of our team with the personality and passion to do them justice, providing our service users the very best we can offer.

As a patient’s first and last point of contact with the hospital, special attention should be given at all times to ensuring a positive patient experience by providing a welcoming, helpful and supportive reception service.

To meet and greet patients, carers and visitors at reception desks in line with the Trust procedures.

To maintain and update the Patients Administration System (PAS) following training using training manual and procedures supplied.

To understand the complete range of administration functions, responsibilities and duties both routine and non-routine to contribute to the effective delivery of patient care, through knowledge of hospital systems and consultant practice.

To ensure Attendances, Outcomes, Referral to Treatment (RTT) and Procedure codes are recorded onto PAS in line with policies and procedures which will guarantee funding to the Trust

To admit and discharge Day Case, Emergency and Treatment/Procedure patients correctly onto PAS to enable Clinical Coding to extract the information.

The post holder will be responsible for accurately collecting demographic and personal details to ensure the Trust captures essential income

The post holder will be required to work with mínimal supervision and have the ability to work under extreme pressure, and be able to exercise sound judgement and decision making skills whilst working as part of a team or under own initiative.

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

To use the Hospital computer systems to book appointments for patients with clinicians and other health care professionals using knowledge of clinical specialties to book patients into the correct appointment slot follow-up or new (based on training and experience)

To provide the patient with the most appropriate appointment, having taken into account their individual needs and circumstances, as well as waiting times and targets

To ensure that on arrival at outpatient clinic, patients are booked in correctly on the appointment systems, including planned and emergency patients. Notifying appropriate staff members of the patient’s arrival and that the hospital notes in certain areas are passed through to correct clinic nurse

Admit and discharge patients onto the PAS following set procedures and according to Trust policy

To ensure that clinical Attendances, Outcomes and RTT codes from patients clinic attendance are accurately recorded and patients informed of future appointments if required

Preparation of clinics for next day, ensuring all relevant information is included in the notes, raising a temporary folder where required and is in the format required by the Trust and Health Records policies.

Provide helpful assistance and professional attitude, the post holder will receive and have to make telephone calls advising patients, clinicians, managers and just general public enquiries.

To request hospital case notes and X-rays (where required) from both within the Trust and outside Trusts using PAS

To ensure patient confidentiality is maintained at all times, in accordance with Trust policy

A high level of concentration is required and attention to detail

Accuracy is essential in order to maintain service levels