Outpatients Receptionist

5 days ago

London, United Kingdom Lewisham and Greenwich NHS Trust Full time

We are seeking highly motivated individuals to join our friendly reception team to deliver first-class customer service to patients. A highly customer focused, skilled multi-tasker, you’ll be the first impression of the organisation. In return for your dedication and hard work, we offer well-established, structured mentoring and staff development packages to support you in your role.

These are busy Outpatients Reception areas. To be successful in the role you will need the following attributes and experience:
You must be flexible with your days of work and be flexible to work between sites.

You must be customer focused, with excellent customer service skills

You must have a positive attitude and work well within a team

You must be reliable and have excellent time keeping

You must enjoy speaking to people on the telephone and face to face

You must be IT literate

You must be energetic and hard working

The successful applicants will be proactive team members who can demonstrate efficient organisational skills in order to contribute to the smooth effective operation of the outpatient team.

Working hours will be on a rota basis 0800 - 1800 Monday to Friday.

You must be flexible to be able to cover these hours to be successful in the role.

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

Lewisham and Greenwich NHS Trust are a committed, multi-professional, much valued hospital and community services to residents in South East London. The Trust has built a good reputation as a place to enjoy job satisfaction and develop professional skills and experience. Our people value the opportunity to work in a supportive culture and, we ensure our team are well rewarded for their contribution. By joining us now you can play a role in shaping our organisation that continues to put patient and client care first. Whatever the challenges ahead, we are prepared to face them as one team.

**Post Title**: Receptionist

**Grade**: Band 2

**Hours**: 37.5 hours per week

**Department**: Allied Clinical Services

**Responsible to**: Outpatient Supervisor

**Accountable to**: Outpatient Manager

**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 enhanced.

To comply with 18 week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.

Prioritise daily workload to en

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