Receptionist/Clerical Officer

Job summary

Do you have a passion for people? Are you motivated by contributing to the delivery of excellent patient experience? If so, this is the job for you

We are looking for an enthusiastic and highly-motivated individual to join our reception team at Royal Preston Hospital.

As an Outpatient Receptionist/Clerical Officer, you will provide front of house service to all visiting outpatients, while playing a key role in the provision of Outpatient Appointment Booking Services.

We offer a full induction, in-house training and great development opportunities. You will play a significant role in patient care, while developing skills and gaining significant knowledge regarding outpatient flow through the trust.

This post will provide an exciting yet rewarding challenge and is an ideal opportunity for a candidate looking to forge a career within Lancashire Teaching Hospitals.

Main duties of the job

You will be responsible for providing an efficient and effective outpatient reception and appointments service, with strict adherence to Trust protocols, being aware of the need for confidentiality and integrity.

You will deal with all aspects of the outpatient appointment function on the Trust's computerised patient record system (QCPR), actively participate in virtual receptionist process, activating outpatient appointments, updating patient demographics and out-coming clinic attendance. The post-holder will be expected to support the ongoing Outpatient Digitisation process.

You will be multi-skilled following training, have a full understanding and working knowledge of various reception areas and the basic functionality of clinics covered.

The core hours of work are between the hours of 8am - 5pm Monday to Friday, although all candidates must be willing to work a 12pm-8pm shift on occasion to cover evening clinics.

Applicants must also have a willingness to work across both sites (Preston and Chorley) according to the needs of the service.

About us

We have 10,000 fantastic people working hard to deliver quality services to our patients. Whatever your role, you help look after 370,000 people in our local area & give specialist care to million people across Lancashire & Cumbria.

Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.

You'll have access to varied development opportunities, learn new skills, meet fab people & do things you'd never have done. You'll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.

You'll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care which means your role is pivotal and something really to be proud of.

Job description

Job responsibilities

Duties to include but not be limited to:

Demonstrate an approachable, courteous, efficient appointment service to all Health Care Professions, patients, carers and relatives. Actively contribute towards service development. Maintain good communication skills when dealing with colleagues, patients, relatives, carers and other health care professions, utilising a variety of communication methods including verbal and electronic. Constructively managing barriers to effective communication. Use initiative to resolve conflicts in a mutually agreeable way, escalating to management where necessary. Maintain confidentiality at all times as required by legislation and Trust Policy. Actively participate in the PDPR process, undertake learning and development opportunities as identified. Demonstrate own duties to new starters and agency staff. Rotate within the Outpatient reception teams to ensure that a multi skilled work force is maintained Provide an efficient and courteous outpatient appointment booking service. Provide flexible cover for colleagues as required to ensure the provision of an efficient reception service. Play an active role in Team Meetings and audits as required. Ensure any changes to patient demographic details are updated immediately on QCPR. Maintain the integrity of data/information using agreed procedure. Maintain a high standard of patient care Deal with any problems/queries in a consistent and timely manner, ensuring that all relevant information is provided to assist in a quick resolution to any problem. Escalate any major issues to the reception admin manager if appropriate. Support change to working practices to improve the Quality of service provided. Act in ways that are consistent with legislation, policies and Procedures, for maintaining own and others health, safety and security. Report all accidents and incidents, as per Trust Policy. Assist in the maintenance of a healthy, safe and secure working environment. Person Specification

Qualifications and Education

Essential

Educated to GCSE level

Desirable

English and Maths GCSE level or equivalent Knowledge of Microsoft Windows applications

Knowledge & Experience

Essential

Previous receptionist experience Experience of working in a changing environment Computer Literate, experienced in data entry and use of e-mail Understanding of Information Governance, Data Quality, Patient Confidentiality and its requirements

Desirable

Previous NHS/Public sector experience, including direct customer care Previous experience of working within a busy outpatient appointments environment

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