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Receptionist

2 months ago

Darlington, United Kingdom County Durham & Darlington NHS Foundation Trust Full time

Job summary

Thispost involves the reception of patients within the Emergency Department and UrgentCare Centre using a number of computerised systems and Patient AdministrationSystem.

As a Receptionist you willbe part of a team providing an efficient reception and administration service.As first point of contact for our services you will need to demonstrateexcellent interpersonal skills and the ability to communicate with staff andservice users alike.

You will need a goodworking knowledge of computer systems and possess excellent organisationalskills. You will be confident in completing both individual and teamtasks.

A non-judgmental attitudeis essential. Due to the nature of our work you will need to demonstrate a goodunderstanding of confidentiality.

Full training will beprovided.

Full and part time hoursavailable

Previousapplicants need not apply

Main duties of the job

Responsiblefor the reception of patients and visitors to the Department and all receptionduties concerned eg sorting post / filing / stock monitoring / photocopying /delivery checks/scanning/booking transport.

Responsible for the timelyand accurate management of patient information in the Department

Responsible for registeringnew patients on the Patient Administration Systems ensuring data is retrieved and recordedaccurately as the information is fed into other systems within the hospital

To receive and deal withtelephone calls from patients and service users

Book all clinicappointments for ED/UCC patients and ensure that all appointments which requirecancelling or amending are reallocated for patients

Fulltime and part time hours available

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented

From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary £23,200, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post

Full Job Descriptions can be found in the adverts supporting documents

Job description

Job responsibilities

Responsiblefor the reception of patients and visitors to the Department and all receptionduties concerned eg sorting post / filing / stock monitoring / photocopying /delivery checks/scanning/booking transport.

Responsible for the timelyand accurate management of patient information in the Department

Responsible for registeringnew patients on the Patient Administration

System/Symphony/System Oneensuring data is retrieved and recorded accurately as the information is fed toother systems within the hospital

To generate and send outletters to patients inviting them to contact the department to make anoutpatient appointment (Partial Booking), taking account of clinic rules,urgent/routine ratios, cancelled clinics and specified return timescales forreview patients and if no response a letter is sent to the patients GP and thereferral is cancelled from the Patient Administrative System to allow bestutilisation of outpatient clinic appointment slots and ensure no wastedcapacity if patients do not respond

To receive and deal withtelephone calls from patients

To ensure that allappointments which require cancelling or amending are reallocated for patients

Booking of transport forpatients, where medically necessary

Identifying potentialoverseas visitors on arrival for appointments or admissions and inform overseaspatient interviewer to ensure appropriate action is taken

To ensure that patientscalling the department are dealt with in a prompt, responsive and courteousmanner at all times in order that patients are satisfied with the serviceprovided by the Reception Team to ensure the Trust is portrayed in a positivemanner

Liaise effectively withpatients, general practitioners, hospital staff and other professional bodiesto ensure the smooth running of the department

Ensure patient satisfactionand confidentiality is maintained throughout

Deal with distressed,abusive and/or complaining customers face to face and via the telephone

Provide a service topatients and secretaries regarding requests/queries

Able to work under pressureboth supervised and unsupervised carrying out duties in accordance withdepartments Policies and Procedures ensuring quality standards are adhered to

Compiling and sendingclinical letters as required

Ensureall patient demographic information is collected and updated.

Person Specification

Experience

Essential

Reception Experience.

Desirable

NHS experience.

Special Requirements

Essential

Flexibility for 24/7 service cover.

Qualifications

Essential

5 GCSEs Grades A to C or NVQ Level 2 in Business Admin/Customer Care or equivalent experience.

Desirable

ECDL Qualification.

Special Skills and Knowledge

Essential

Excellent organisational skills. Ability to work under pressure. Ability to prioritise. Keyboard skills. Excellent communication skills.

Desirable

NHS experience.

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