Reception and Administration Officer

Job Overview

The successful candidate will deliver comprehensive administrative and reception services to ensure the seamless operation of the Paediatric Service.

This role requires flexibility across various departments to provide essential support, including managing clinic modifications, accurately documenting patient pathways, and retrieving, preparing, and organizing patient records as necessary.

The candidate may be required to work at different hospital locations to guarantee adequate service coverage, which may involve cross-site responsibilities within the Health Board.

We welcome applications for job sharing and flexible working arrangements.

Main Responsibilities

We are excited to announce an opportunity to join our Paediatric Outpatient Department.

This position is a permanent role with a set number of hours each week. We seek a motivated and approachable individual to join our established team of Paediatric Outpatient Clerks.

The successful applicant will provide vital administrative and reception support to ensure the effective functioning of the Paediatric Outpatient Service across multiple hospital sites. While primarily based in one location, the candidate may need to assist at other facilities to maintain service continuity.

The role involves adapting to the service's needs by offering administrative and reception assistance, including processing clinic updates, accurately documenting patient pathways, and managing patient records as required.

Welsh language skills are desirable for this position; however, applications from both English and Welsh speakers are encouraged.

About Swansea Bay University Health Board

We recognize that our staff are our greatest asset, and we aim to ensure you feel confident and satisfied as you embark on your career with us.

As one of the largest healthcare organizations in the UK, we provide numerous professional training and development opportunities within an innovative and progressive environment.

Whether you are a healthcare professional or possess skills in support services, we have a role for you.

We also offer apprenticeships, work placements, and volunteer opportunities.

We are committed to inclusivity and welcome applications from individuals of all backgrounds, regardless of gender, religion, race, age, sexual orientation, gender identity, or disability.

Our core values—Caring For Each Other, Working Together, and Always Improving—reflect our dedication to equality in all our endeavors.

If you seek exceptional career and training opportunities while enjoying the beauty of a vibrant city, look no further.

Key Responsibilities

Utilize available information to address patient and staff inquiries, fulfilling the role of Clerk/Receptionist while directing clinical matters to the appropriate clinicians as needed.

Provide a welcoming reception service, manage clinic room schedules, and greet all visitors, ensuring accurate patient information is verified and recorded.

Handle inquiries and relay messages in person and over the phone, employing a thorough understanding of Health Board procedures to maintain a professional front-of-house service.

Facilitate appointment changes or cancellations as requested by patients or management, highlighting any potential impacts on pathway timelines.

Coordinate with line managers or service managers regarding substitute appointments.

Ensure the retrieval, filing, and location of case notes for clinics, guaranteeing 100% availability through proper tracking systems.

Maintain high-quality patient filing within required timelines prior to clinic attendance.

Ensure case notes are prepared and available for patient visits, and file patient results and documentation accurately in accordance with Health Board Quality Standards.

Collaborate with the medical records team and other departments to address missing case notes, following established escalation protocols and creating new or temporary folders as necessary.

Input and update patient information in Health Board Patient Administration systems, ensuring accurate recording of patient pathway events and demographic details to prevent data quality issues.

Arrange for patient interpreters for appointments as needed.

Provide coverage across core clinical administration functions during absences, in line with the role's level, and be trained to assist in other departments within the Service Group as requested.

Manage incoming mail, ensuring timely dispatch of patient correspondence, including appointment letters.

Utilize office equipment while maintaining patient confidentiality.

Participate in departmental meetings and take notes as required.

The core purpose of this role remains constant, though duties and responsibilities may evolve over time within the overall scope of service delivery. The post-holder is expected to ensure that the service provided aligns with the expected standards of care.

Communication

The post-holder will handle all forms of communication in a manner consistent with the Health Board's values.

Education and Training

Swansea Bay University Health Board is dedicated to supporting learning and development to enhance organizational performance. The post-holder will be expected to:

• Engage in development schemes, Personal Development Reviews (PDRs), and IT training.
• Identify personal achievements and training needs.
• Reflect on arising issues and their own practice.
• Attend mandatory and additional training as deemed appropriate.
• Actively participate in the adoption of new technologies and systems within the service.
• Maintain knowledge of clinic procedures, software applications, and medical terminology.
• Recognize personal competency boundaries and seek guidance when necessary.

Effort and Environmental Factors

The role involves daily use of display screen equipment and manual handling of case notes. The candidate must be adaptable to the demands of departmental staff, including unpredictable work patterns and deadlines, and develop strategies to manage challenging behaviors.

Qualifications

Essential

• Vocational qualification level 2 or equivalent knowledge, skills, and experience.
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, and Teams.

Desirable

• Commitment to personal development.
• Knowledge of RTT national and local waiting time regulations.

Experience

Essential

• Prior experience in a clerical or administrative role within an NHS environment.
• Experience using a NHS Patient Administration System (PAS).

Desirable

• Experience interacting with the public in person and over the phone.

Skills

Essential

• Demonstrated tact and diplomacy in interactions with others.
• Ability to collaborate effectively within a team and meet deadlines.
• Strong organizational skills.
• Excellent telephone etiquette, with the ability to adjust communication styles based on the audience and context.

Desirable

• Ability to communicate in Welsh.

Values

Essential

• Exhibits positivity, resilience, adaptability, and a flexible approach to challenges.
• Possesses a friendly and helpful demeanor, with an awareness of the impact of behaviors on experiences and the organization's reputation.
• Willingness to pursue learning opportunities and accept constructive feedback.

Other

Essential

• Ability to adapt to new procedures and technologies.