Administration Officer and Receptionist
4 weeks ago
Job summary
We are looking to expand the Access Booking and Choice team to help manage the increase in demand for these services. We are looking for two hard working, genuine and friendly individuals to join the team as Administrator / Receptionist working hours per week, Part time roles may be Job entails cross site working, You will be on a rota to work between, The Wakefield Community Diagnostic Centre, Pinderfields Hospital, Dewsbury Hospital and Pontefract Hospital.
This is a busy role, and you will be the first point of contact for patients, providing a patient centred approach to managing appointments and patient pathways, so good interpersonal skills are crucial. You will have the opportunity to make a difference in the lives of our patients while supporting our doctors, nurses, and healthcare professionals in delivering vital care.
A flexible approach to working is essential as successful candidates will be required to work 5 out of 7 days, between 08:00 - 20:00, including evenings and weekends. Part time roles may be considered.
If you are short-listed, you will be offered an interview which will include an IT / Admin test. If this is completed successfully, you will then progress to an interview.
Main duties of the job
Main duties .
The role involves using several IT systems and databases to select the most appropriate service for each patient. Successful candidates will need to be comfortable accessing information whilst talking to patients at the same time.
As part of the Access Booking and Choice reception team you will provide combined reception and ward clerk duties. This is a busy role and you will be the first pint of contact for patients, providing a patient centred approach ensuring confidentiality is maintained at all times.
The main duties of this role are and are not limited to;
Meeting and Greeting patients
Appointment and admissions attendance and outcome with relevant procedure coding.
Booking follow up appointments
Preparing notes for outpatients clinics
Provide administrative support to the clinical teams .
Work in line with the trust values or caring, improving, respect and high standards.
Excellent communication skills are required, along with the ability to accurately interpret clinical information, in order to provide an efficient link between the patient and the relevant clinical teams.
Ensure patient confidentiality is maintained at all times.
Working as part of a team.
Plan and organise own workload.
We provide a comprehensive training package to ensure you have the confidence and knowledge to fulfil the requirements of the role.
About us
About us
About us
We provide care and support to over half a million people in Wakefield and Kirklees in their homes, in community settings and across our three hospital sites at Pontefract, Dewsbury and Pinderfields.
Always striving for excellence, we are at the forefront of innovation and research and we invest in teaching and the development of our workforce.
We live by our values of caring, improving, being respectful and maintaining high standards. We listen and learn because we aim to make Mid Yorkshire Teaching Hospital the best place to work and receive care.
We have a clear vision, and you could be part of this If you share our values and you want to make a difference to the lives of our patients, their families and carers, we would love to hear from you.
Job description
Job responsibilities
Develop and maintain the ability to use and navigate a range of computer system simultaneously, including the Patient Administration Systems, Electronic Patient Record, Patient Call System and Order Comms System. Responsible for entering data into the Patient Administration System diligently ensuring outcomes and procedure codes support the Trust in accurately recording activity within the Outpatient setting. The post holder will be responsible, where required, for registering new patients and adding their referrals to Patient Administration System ensuring this is linked to the correct patient pathway alongside collating the required documentation. Book patient appointments using the Patient Episode Screen, ensuring appointments are made on the correct episode and with the correct consultation media selected. Demonstrate good understanding and knowledge of National Targets and local process in support of the referral to treatment pathway, cancer and acute pathways, clinical procedure and outcome codes alongside clinic practices. To support patients overcoming barriers to communication cultural, language, hearing impairments, physical or learning disabilities. Responsible for ascertaining the Overseas Status of each patient and recorded in the Patient Administration System, using a defined set of questions, delivering these to the patient in a professional and courteous manner. Where necessary escalate any concerns to the Overseas Team, thus aiding the Trust to redeem chargeable activities. Respond professionally to patient enquiries in the waiting areas regarding length of wait for appointment. Also advise on social distancing measures in place, escalating as required to the appropriate member of staff. Develop knowledge of a wide range of specialties to enable accurate booking of appointments, on correct episodes and pathway in line with Trust guidelines and Standard Operating Procedures. The post holder will be required to work across sites on a rota basis and across different desk areas and covering different specialties. The environment is fast paced therefore the post holder will be required to manage competing demands whilst multitasking and the possibility of multiple interruptions using appropriate and timely escalation to line manager for support and guidance. Ensure outcome forms, both received from the patient and in electronic version via a digital workflow are managed efficiently ensuring the patients outcome code and procedure coding marked by the clinician is logged accurately thus ensuring the patient receives the correct pathway of care. Using the Patient Episode Screen, ensure the correct patients episode and pathway is closed on the PAS system if required on the outcome of their discharge. Admitting and discharging patients from the waiting list on the PAS system, on completion of their treatment in the outpatient setting. Communicate empathetically and professionally with patients in all scenarios particularly when dealing with issues of a sensitive nature or in a difficult situation. Follow the correct process for patients who fail to attend their appointment (DNA) based on the clinical validation to ensure the correct codes and due date are input to ensure patients follow their correct pathway. Also ensuring Clinicians are informed of consecutive DNA or cancellations. If capacity allows, and within specialty guidelines, ensure any further appointments are made for the patient prior to them leaving the department. Where there is insufficient capacity ensure the escalation process to the specialty service is undertaken. Liaise with members of the multi-disciplinary team for issues including missing information on outcome forms and insufficient capacity to book as required appointment under 6 weeks following the escalation process as instructed. When undertaking any action or contact with a patient, ensure any specific requirements are undertaken including transport; interpreters, patient communication needs etc. Maintain patient confidentiality by ensuring all patient records are managed and stored safely. When checking information on the PAS system, as the patient attends clinic, ensure any alerts are noted as to their personal specific requirements alerting clinicians to any relevant information ie safeguarding. Develop effective working relationships and communication with the multidisciplinary team, liaising where necessary regards the needs of the patient. Adhere to trust policy for GDPR and confidentiality at all times when handling sensitive and confidential information. Assist in the training of new colleagues, offering ongoing support. Ensure smooth running of all processes related to patients attending outpatient clinics including preparing for the following days clinics. Ensure the reception areas are kept tidy and manageable at all times. Person Specification
Experience
Essential
Experience of working with a variety of Computer software programmes Working in a demanding environment Experience of face to face customer service Have the ability to follow written information
Desirable
Use of a Patient Administration System Working knowledge of Microsoft Office
Qualifications
Essential
Sound educational background 5 GCSEs Grade C or above ECDL or equivalent Computer literate Experience of using all Microsoft packages NVQ2 Customer Care or equivalent experience
Desirable
ECDL or equivalent NVQ 3 Customer Care
Skills and Abilities
Essential
Excellent organisational skills Excellent communication skills Able to work effectively across departmental boundaries Ability to converse with patients, staff and visitors, in person or over the telephone with tact and sensitivity. Demonstrate the ability to communicate empathetically and with the ability to overcome barriers of understanding High standard of accuracy Ability to adapt to change in an environment that can be disruptive Ability to cope under pressure Ability to prioritise workload whilst working on a reception desk independently
Knowledge & Awareness
Essential
Knowledge of GDPR and awareness of confidentiality. Awareness of own limitations. Demonstrate knowledge of dealing with sensitive and potentially conflicting situations
Desirable
Basic knowledge of the 18 week referral to treatment pathway Basic knowledge of medical terminology.
Personal Attributes
Essential
Confidence in own abilities Self-motivated Good team worker Flexible approach to working arrangements Aptitude for using initiative and problem solving Polite and friendly manner Willingness to undertake training and personal development Ability of fulfil the Occupational health requirements of the role-
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