Receptionist/admin Support- Outpatients, Band 2

5 months ago

Gloucester, United Kingdom Gloucestershire Hospitals NHS Foundation Trust Full time

To provide an efficient and friendly service to all patients and visitors attending outpatient departments
- To record patient attendance accurately and timely, in accordance with departmental policy
- To ensure patient outcomes are actioned accurately and timely, in accordance with departmental policy
- Where appropriate, make follow up appointment and any associated administration, without direct supervision
- Support nursing team with organisation of return transport for patients attending appointments where appropriate.
- Ensure the professional image of the department and Trust is maintained at all times
- Flexible approach to working hours to meet the demands of the service.
- Work closely with the Administrative Lead for delegation of day-to-day duties
- To work in collaboration with the clinical and non-clinical team members providing admin support such as stock ordering. You will also work directly with patients resolving their queries and recognise the importance of first-class communication skills to achieve patient satisfaction. The primary objective is to provide:

- Excellent customer service
- Effective and timely resolution of queries received
- To support the Trust in providing quality care to its patients.

Previous Applicants Need Not Apply
- Ensure the timely and accurate update of Trak, to include liaising with and response to, the Information team, and their weekly reports.
- Undertake planned or ad hoc Audits, and provide reports to Assistant General Manager, as requested
- Ensure compliance with Health and Safety requirements in area of responsibility.
- Any other duties as required, commensurate with the grade.
- Ordering of stock and keeping a log including ordering on P2P.
- Admin support to management team.

You will join a team working in the brand new purpose build Community Diagnostic Centre. You will be working both on the Reception desk to assist patients with booking in, queries and appointments as well as providing admin support to the multidisciplinary team working from the department. This is an exciting opportunity to be part of a new venture to offer the best possible Outpatient care to patients.
- Provide efficient and courteous reception to patients.
- Check all demographics and update Patient Administration System in accordance with Trust policy, taking responsibility for patient confidentiality at all times.
- Inform patients of any delays affecting the smooth running of clinics, direct them to correct waiting area, or to other departments if pre appointment tests are required e.g. x-ray.
- Make appropriate follow up, clearly communicating that to patient or populate pending list in accordance with clinician request.
- Book support service e.g. transport, interpreter for appointment
- Deal with telephone callers professionally and timely.
- Flexibility with hours and working area to provide cover for colleagues across site and department when requested.
- Assist supervisor with on the job training for new staff
- Complete all training in accordance with trust policy, this may mean off site attendance
- Good working knowledge of trust Cancellation/DNA policy
- Maintain a smart, professional appearance at all times, keep reception work area tidy, be familiar with Trust infection control policy
- Deal efficiently and competently on a daily basis with complex administrative tasks often with tight deadlines.
- Being the first point of contact, provide non-clinical advice and exercise own judgement when dealing with enquires and independently communicate effectively on behalf of the team to service users and other professionals.
- Deal professionally and promptly with telephone enquiries, taking and processing messages accurately and maintaining confidentiality at all times as per the Message Taking Policy and ensuring standards for customer services excellence are met.
- Ensuring safeguarding correspondence and other sensitive data is processed and entered correctly and in a timely manner, always adhering to data protection regulations.
- Receive, sort and distribute internal and external mail, ensuring that important and sensitive information is brought to an appropriate person’s attention in a timely manner. Stationery and equipment management including ordering and monitoring supplies
- Book and accurately record notes and actions of meetings.
- Attendance at departmental meetings.
- To undertake other administrative duties commensurate with this grade of post in agreement with the relevant line manager.
- Demonstrate daily duties to new starters and less experienced staff to support their induction.
- Have knowledge of the lone working policies and procedures and maintain team contact information.
- Complete the daily administrative functions.
- Assess and manage own workload under the supervision of the line manager.
- To highlight any risks, adverse events or near misses to the line manager.
- Maintain high quality standards by ensuring that the data entered ont

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