Kaleidoscope Reception

To be a first point of contact for parents, carers and professionals. To provide a professional, customer centred receptionist service to patients attending Kaleidoscope.

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

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:
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
Widening access (anchor institution) and employability
Improving the experience of staff with disability
Improving the EDI literacy and confidence of trust staff through training and development
Making equalities mainstream

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

To ensure patient details are verified and accurately updated on RIO 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 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 ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Manager or Outpatient Supervisor to ensure a high quality service delivery.

Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.

Receive internal and external telephone enquiries with regard to all Outpatient matters.

The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines

To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.

A formal performance review takes place on a six monthly basis where objectives are agreed and reviewed in line with the performance management system
The post holder will record parting activity of the RTT status in line with the Access Policy.