Outpatients Administrator/receptionist
7 months ago
KEY ROLE DIMENSIONSCommunication & Relationship Skills Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format Communicate complex information about appointments schedules to patients Communicate with patients who may be anxious, angry or upset Exchange relevant information with GPs and other health professionals Deal compassionately with distressing situations Liaise with other members of staff regarding patient visits and queries Maintain patient confidentiality at all times Deal effectively with telephone calls and booking enquiries including making telephone calls.Analytical & Judgmental Skills Resolve issues arising in own role, such as cancellation of patient appointments Use own initiative to liaise with clinical staff where necessary regarding patient queries Use patient information systems to assist patients and staff with solving issues Apply knowledge to correctly code treatment appointments and first definitive treatments Assess patients demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS Planning & Organisational Skills Plan for patients appointments and discharge Clinic preparation to ensure that all clinic forms are present Prepare appointment and discharge letters for patients Make alterations to clinic structure to accommodate arrival of unexpected patients Order stationary and other supplies Ensure that annual leave does not occur at the same time as colleagues Update information, admitting discharging and transferring patients on the patient information system.Physical Skills Work in patient information system, requiring standard keyboard skills Use office equipment including PCs, scanners and telephonesResponsibility Patient/Client Care Provide comprehensive advice to patients/relatives regarding appointments Signpost patients to other areas of hospitalResponsibility Policy & Service Development Follow all relevant policy and legislation Work collaboratively with colleagues to ensure policies are adhered toResponsibility Financial & Physical Resources Ensure that office supplies are adequate, ordered and obtained for the smooth running of the unit Responsibility Human Resources To provide induction support to new post holders Demonstrate workplace routines to less experienced members of staffResponsibility Information Resources Update patient demographic details in patient information system Enter patient appointments and outcomes in patient information system Track patient notes in patient information system Print forms to attach to patient notes Print out daily clinic listsResponsibility Research & Development Undertake surveys/audits as necessary to own workFreedom to Act Post holder is expected to follow all relevant protocols, SOPs and standard practice. Administrative manager is available as point of reference for any queries and will meet regularly with staff Plan and organise own time and workload activity with prioritisation Use own initiative to solve problems and answer staff and patient enquiriesPhysical Effort Periods of time spent sitting at keyboard to input information Moving heavy sets of case notes around reception areas frequently during dayMental Effort Concentration is required when making appointments and entering data on patient information system Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff Unpredictable pattern of working due to arrival of unplanned patients, missing appointments, cancelled clinics, staff absence and patient illness Emotional Effort Direct interaction with patients suffering from terminal illnesses Receiving phone calls from family members informing of the death or deterioration of patients Frequent exposure to distressed patients who may be upset or angryWorking Conditions Continuous use of VDU for patient management Very busy reception area Frequent exposure to physically ill patients in waiting area
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