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Outpatient Services Reception Coordinator
2 months ago
Position Overview
Outpatient Services Reception Coordinator - Band 3, 30 hours - Permanent
Note: Previous applicants need not apply
We are seeking a dependable and motivated individual to become a vital part of our dynamic team, delivering a professional and efficient reception and administrative service for the Trust's Outpatient Services.
The Outpatient reception schedule operates over 7 days, requiring staff to cover shifts from 7am to 8pm, including bank holidays. The ideal candidate must demonstrate flexibility to accommodate the rota.
Proficiency in computer systems is essential, as you will be responsible for entering and retrieving information from various Trust Patient Administrative Systems.
This role may involve physical activity when organizing and managing patient medical records.
Key Responsibilities
Your primary responsibility will be to deliver an effective Outpatient Reception service, ensuring a high standard of customer service, accuracy, and confidentiality at all times.
You will be responsible for welcoming patients, confirming and updating their details, guiding them to the appropriate clinic area, and ensuring that all follow-up activities are recorded and scheduled promptly.
This role will require the use of current patient administration software and effective communication skills with patients and other Trust staff, both clinical and non-clinical. You will provide support to the Outpatient Supervisor and Assistant Directorate Manager in maintaining an efficient and effective Outpatient Reception Team on a daily basis.
The Reception team is tasked with receiving, managing, and directing patients and their relatives to the appropriate areas or services in a courteous and efficient manner. You will perform various administrative duties to facilitate the smooth operation of the service and reception area assigned to you each day.
The successful candidate will possess strong communication and customer service skills, exhibit a friendly and caring demeanor while maintaining professionalism, and demonstrate a commitment to accuracy and attention to detail.
An understanding of the confidential nature of the work is crucial. You should be capable of working as part of a busy team and independently.
About Tameside and Glossop Integrated Care NHS Foundation Trust
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 individuals across Tameside & Glossop. We offer a variety of services both within the hospital and throughout the community for adults and children. Our mission is to enhance health outcomes for our population and influence broader health determinants through collaboration with our health and care partners.
Our Core Values
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the most effective organizations reflect the communities they serve. Therefore, we are committed to enhancing the diversity of our workforce to ensure it is truly representative of our local population.
We encourage applications from all backgrounds, irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage and civil partnership, or pregnancy and maternity. We particularly welcome applications from underrepresented communities, including Black, Asian, and minority ethnic candidates, LGBTQ+ individuals, and people with disabilities.
Employee Benefits
We offer a range of benefits, including flexible working arrangements, 27-33 days of annual leave plus bank holidays, sick pay, NHS Pension Scheme, complimentary eye tests and health checks, gym discounts, a free bicycle loan scheme, a salary sacrifice car scheme, and support for stress, bereavement, relationships, finance, and much more.
Job Responsibilities
Main Duties
- Reception Responsibilities:
Registration, booking, and reception of patients arriving for appointments, ensuring accurate demographic and appointment details are recorded on the Electronic Patient Record.
Assist and direct patients to the appropriate clinic/treatment areas.
Respond to telephone inquiries and address all staff/patient requests in a polite and courteous manner.
Input clinic outcome sheets into the Trust EPR.
Assist in locating and retrieving any outstanding case notes to ensure availability at the start of each clinic/session.
Ensure all case notes are tracked on the IFIT case note tracking system when arriving and leaving the department.
Provide efficient case note access upon request to other departments.
File clinical records/documents into patient case notes as required.
Collaborate with nursing and other staff to ensure accurate data is recorded on the EPR.
Promptly address all internal and external telephone queries.
Notify the Team Leader/Supervisor or Manager of any issues or incidents.
Knowledge and Skills:Train new staff, bank staff, and work experience trainees in reception and appointment procedures.
Good keyboard skills are necessary for inputting and amending patient information onto the Lorenzo system, ensuring data quality.
Monitor your own workload to meet session/data deadlines, especially when additions to clinics are made at short notice.
Experience in reception and appointments is desirable, along with knowledge of other hospital departments for providing general non-clinical advice to patients/relatives regarding directions, visiting times, ward, and clinic locations.
Excellent communication skills are essential for interacting with internal and external contacts, both verbally and face-to-face. Telephone inquiries must be handled professionally, adhering to Trust policy at all times.
Qualifications
Desirable:
- ECDL (or equivalent)
- 5 GCSE grades A-C or equivalent
Experience
Essential:
- Computer literate
- Previous experience in a high-level customer service environment
Desirable:
- Lorenzo Patient Administration System
- Team Leader/Supervisory experience
- NHS background
- Previous administrative experience delivering high volumes of work
Skills
Essential:
- Accuracy and attention to detail
- Understanding of confidentiality
- Ability to work as part of a team
- Excellent telephone manner and interpersonal/customer service skills
- Strong written communication skills
- Working knowledge of Windows-based software packages
- Ability to plan daily work to ensure the successful completion of all tasks while being aware of and supportive of other team members' workloads and responsibilities
- Experience working in a demanding environment while delivering high volumes of work within agreed timescales
