Outpatient Receptionist

6 months ago

London, United Kingdom Lewisham and Greenwich NHS Trust Full time

PREVIOUS APPLICANTS NEED NOT APPLY

An exiting opportunity has arisen for a dynamic and customer focused receptionist at University Hospital Lewisham.

We are looking for highly motivated, organised, enthusiastic people to join our team, who strive to do the very best in providing an efficient, welcoming and quality service for our patients.

It is essential that you have the ability to think on your feet and work well under pressure. You will need to have previous experience in customer service, basic IT skills, but a willingness and aptitude to learn new systems

To provide a professional, customer centred receptionist service to patients attending the Outpatient areas at lewisham Hospital. The role is based at Lewisham Hospital, but maybe required to be flexible in terms of location, which could be across all sites QE and community as operationally required.

You will be the first line of contact for patients attending clinical treatment and will be expected to conduct a professional, freindly service in line with the Trust values, maintaining the privacy and dignity of the patient at all times.

You will offer the patients a warm, friendly and helpful experience and inform the patient of the next step of their journey, including any issues that may delay that process.

You will need to have a calm attitude at all times, being aware and having an understanding of patients’ worries and concerns coming to hospital.

You will be required to check-in & check-out patients arriving, and departing, completing accurate outcomes for those who require follow up appointments. Ensuring the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.

PREVIOUS APPLICANTS NEED NOT APPLY

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

**Job Summary**:
To provide a professional, customer centred receptionist service to patients attending the Outpatient areas across all sites and all reception desks as operationally required.

**Key Result Areas & Performance**:
To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.

To be the first line of contact to the public face of the Trust for patients attending clinical treatment.

To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.

To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.

To maintain a calm attitude at all times, being aware of patients’ worries and concerns coming to hospital.

To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.

**Main Duties/Responsibilities**:
To arrive, depart, book follow up appointments and cancellations on the Trust’s iCare system in a timely fashion

To book follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinic.

Ensure the accurate entry and up-date of patient details and patient hospital episodes.

To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.

To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.

To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.

To check case note availability prior to clinic, escalating to the appropriate teams for missing records.

To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)

To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.

To participate in the PDR process to ensure personal skills are

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