Receptionist

2 months ago

Bedford, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

The receptionist has responsibility for the reception area to the Unit. They will work as part of a team providing front-line administration and clerical services to the Department, primarily booking patients in and out using the hospital PiMS system but will also undertake other duties including answering the telephone to both internal and external callers, sending appointments to patients and booking transport.

They will work as part of a team providing front-line administration and clerical services to the Department, primarily booking patients in and out using the hospital PiMS system but will also undertake other duties including answering the telephone to both internal and external callers, sending appointments to patients and booking transport.

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.

**KEY RESPONSIBILITIES**:
Patient/Public Contact

Welcome patients, relatives and visitors to the department and provide advice or guidance, information or assistance as appropriate.

Deal with telephone enquiries from patients and relatives in a polite and professional manner ensuring that the information provided is accurate and compliant with patient confidentiality and data protection policies.

Use skills to overcome barriers to communication such as language or disability.

Remain composed and professional when faced with people displaying aggressive or violent behaviour.

Show empathy when dealing with emotionally distressed members of the public who may have received “bad news”, and be prepared to deal with this situation on a daily basis.

Inform the nursing staff of any patient/visitor to the Unit who becomes unwell.

Receive information from department managers and relay to patients and visitors as appropriate.

Treat individuals in a non-judgemental, respectful manner, irrespective of race, creed, gender, age, religion, personal appearance, lifestyles or behaviour.

Be able to concentrate whilst working in a busy, potentially noisy, public area with frequent competition for your attention.

Keep patients updated when clinics are running late, provide updates to patients every 30min.

1.2 Out-patient Clinics

1.2.1 Making follow-up appointments for patients to attend the outpatient clinics that run in the department.

1.2.2 Ensuring that the above information is cascaded to the patient, either at the time of the appointment being made by completing an appointment card for the patient to take away or by ensuring that a letter is sent to the patient by post.

Arrange transport for patients attending clinics where needed.

Ensure patient information is fully maintained on the PiMS screen i.e. patient marked as attended, follow-up appointments made etc and that clinics are properly cashed up at the end of each clinic session (within 1 working day).

Using PiMS (Patient Information Management System)

1.3.1 Update patient records ensuring that as much accurate patient data is recorded as possible including mobile telephone numbers if applicable.

1.3.2 Use communication skills to further question patients and relatives in order to obtain relevant and accurate information i.e. ethnic origins etc.

**1.3.3 Diary Manager responsibility**: cancel/close/reschedule follow-up clinics when doctors away and notify the Appointments Office manager to close/reschedule new patient clinics ensuring adherence to the Waiting List Policy.

1.3.4 Book follow-up appointments for patients following treatment at Addenbrooke’s Hospital.

1.3.5 Notify the Appointments Call Centre of details of patients seen on the wards ensuring these are recorded as new patient episodes.

1.3.6 Report all faults with PiMS and the Information Technology System to the IM&T Department.

Report any other equipment faults to the appropriate department or person.

Training

1.4.1 Undertake training of new and temporary reception staff as required, to ensure a seamless service.

Other Duties

Undertake photocopying duties as and when required.

Deal with daily internal and external post, distributing as necessary.

Ensure that the clinic and reception area is well maintained at

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