Physiotherapy Receptionist

We are looking for an outstanding person to fill this vital new role within the Physiotherapy Department at Royal Leamington Spa Hospital.

This full time position will support the team by being the point of contact for patients departing from physiotherapy appointments and act as a point of contact for queries from patients and as they arise.

You should have excellent communication skills, a positive and friendly personality and a good telephone manner.

Previous Applicants Need Not Apply
- To be responsible for providing confidential, accurate and efficient clerical and administrative support for the Therapies service.
- To undertake all reception duties including face to face communication with patients and visitors, management of appointments and filing records for the department.
- Assist with the registration and data inputting for Therapies.
- Manage the Therapies inbox responding to patients queries and incoming referrals.

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

DUTIES AND RESPONSIBILITIES
- Responsible for organising and maintaining the appointments diary system for the Therapies service.
- To manage, negotiate, arrange and amend appointments and clinics, working to agreed protocols. This will include dealing with enquiries from patients, physiotherapy staff, other health care professionals and visitors on a daily basis.
- To file and retrieve patient records within the Therapies department to maintain the smooth running of the department and treatment of patients.
- To open and distribute department post, prioritising anything that requires urgent attention and ensure relevant documentation is acted on promptly and appropriately.
- To receive and sign for items delivered to the department and ensure their appropriate distribution.
- To be responsible for the wellbeing of patients within the reception area; alerting physiotherapy / senior staff to any changes on patients health status and attitude.
- To provide induction training on the day-to-day processes of the reception area to new staff. To provide continuous support and advice to less experienced members of the administrative staff.
- Maintain patient confidentiality at all times in accordance with the data protection act.
- To enter relevant information, in an accurate and timely manner, onto the Trust’s appointment system, including appointment details, 18 week outcome information, patient demographics, etc.
- To support the administration teams in registration of referrals onto the Trust’s appointment system.

INFORMATION AND DATA USE
- Authorised to use the Trust’s appointment system to view and retrieve patient information, on behalf of the physiotherapy staff, as requested.
- To enter relevant information, in an accurate and timely manner, onto the Trust’s appointment system, including appointment details, 18 week outcome information, patient demographics, etc.

COMMUNICATION
- To be the first point of contact for patients and visitors to the department, at all times being professional, courteous and ensuring tact and sensitivity, particularly to barriers in understanding, e.g. language difficulties, stress, fear, pain.
- To be the first point of contact for complaints within the department, negotiating with patients / visitors displaying challenging behaviour. Liaising with senior department staff to provide an effective and timely solution in line with trust policy.
- To liase with all service users (NHS staff, Doctors, Patients, Relatives and Carers etc), politely, concisely and in a helpful and professional manner at all times.
- To provide non-clinical advice / information regarding appointments or procedures to patients, visitors and other members of hospital staff, as required.