Ophthalmology Receptionist

Job summary

We are looking for a Reception Clerk, to join ourfriendly and passionate reception team, working in the heart of theOphthalmology Unit at Worcester royal Hospital

Worcestershire Ophthalmology Services are an innovativeSpecialty, and provide Outpatient, Emergency, and Surgical services to patientsacross Worcestershire, and beyond.

We can offer you an interesting and rewarding post,within a specialty that has a family vibe.The role delivers a comprehensive service to our Ophthalmic patients andclinical team, which will include front line patient contact, and appointmentbooking. If you have the skills, and would like to joinour team, we would love to hear from you

Main duties of the job

Located in the centre of the eyeunit, at Worcester, the reception team are the first point of contact for patientsand visitors. This role requires directcontact, both in person and via telephone, with the public, clinical teams, andmanagers.

The duties are varied, and inaddition to the traditional receptionist role, include appointment booking,monitoring of waiting lists, preparing clinic documentation, answering incomingtelephone calls, and providing clerical support to the clinical teams during theirdaily clinical sessions.

The eye unit is very teamworkorientated. It is a busy, but very supportiveenvironment, that requires professionalism, good communication skills, and adaptability.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

Best services for local people Best experience of care and best outcomes for our patients Best use of resources Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Job description

Job responsibilities

Key Working Relationships

Internal Clinical Team Reception SupervisorOutpatient Appointment staff Outpatient receptionists Clinicians DirectorateManagers Directorate Support Officer Seniormanagement team medical secretaries clinic prepcall centre staff nursing staffportering and support staff

External PatientsGPs and Opticians

RiskAssessment Working on the VDU for long periods

Face to facecontact with the general public

Thisposition provides administration duties for a department which is at timesunder great pressure

Job Purpose The post holder will assist in the day to day running of theOphthalmology Department Theirresponsibilities will be varied but will include reception duties completion ofappointment outcomes preparation ofpatient casenote packs for emergency and waiting list initiative clinics addingpatients to appropriate follow up waiting lists data validation of follow upwaiting lists booking outpatient follow up appointments in line with clinicalinstruction Answering the telephone and other clerical duties as required

Key and General Duties

To use the Patient AdministrationSystem Allscripts PAS To check updatepatient demographics and book patients into an outpatient clinic on arrival andto input outcomes accurately Make followup outpatient appointment or discharge patients on departure

To be responsible for monitoringoutpatient waiting lists Housekeepingof outpatient waiting lists Bookingtimely follow up appointment from waiting lists ensuring escalation to managerif booking issues occur due to capacity.

To respond to patient telephone or faceto face complaints in the first instance seeking support and advice from theteam leaders or nurses as appropriate

To ensure that the nursing staff areaware of arrivals for clinics either bytelephone, PAS system and CLIP or OpenEyesEnsure patient casenote packs are available for each patient as appropriate

Using the information on the clinicoutcome form or agreed protocols ensure that the outcome of the clinicattendance is recorded accurately and immediately on PAS

To ensure that routine enquiries frompatients about their appointments including those responses to SMS service such as postponing cancelling or rearrangingare all dealt with professionally andare actioned promptly in line with booking rules

To ensure that Ambulance control andthe porters are informed of any passengers awaiting transport or transfer and advise patients of how to booktransport for their next visit

To ensure that any unregistered newpatients are correctly registered on the PAS system

To ensure that an up to date cliniclist is available for the clinical staff if required

Liaise with clinical staff inoutpatient clinics to ensure that a quality service is provided to patients andto ensure that nurses are kept fully informed of any general messages or issuesregarding patient notes appointments orpatient concerns

In exceptional circumstances whereclinical staff are unable to arrive for the clinic support the appointments team and nurses withcancelling patients by telephone

Ensure any walk in emergency patientsthat do not appear on your reception list are recorded immediately in PAS Ensure computer printer equipment andstationery is available and working effectivelyreporting any faults or problems to the supervisor and or IT

Work flexibly within normal clinichours to ensure that the clinic is covered at all times and never leftunattended

Notify the team leader or line manager ofany foreseen or unforeseen problems thatwill affect the smooth running of the department

To show new staff how to carryoutreception duties and the processes specifically required for the namedreception area

To undertake training to becomefamiliar with and competent in current health records and departmentalprocedures and practices To provide an effective efficient courteous high quality patient access service Thiswill include recording data and maintaining data quality on manual andcomputerised systems in accordance with agreed policies and procedures

Toensure all electronic paperwork is selected and prepared correctly and sent forscanning or uploaded within appropriatetimescales

Toensure that the patient administration system data is accurate and up to dateincluding the correct coding information and patient demographics

Inliaison with the Directorate managers and clinicians ensure that clinic bookingrules are up to date communicated andadhered to when dealing with referrals and making follow up appointments

Toliaise with the medical secretary clinicians directorate staff GPs and administrative staff regardingreferrals bookings and waiting times

Toset up and maintain a work schedule that ensures all work is prioritisedand delivered within the requiredtimescales each week in particularduring holiday periods when replacement cover is unlikely to be provided

Toensure that all policies and procedures are adhered to and training undertakenwhere new policies and procedures are implemented Inparticular those for Health Records confidentiality and information security

Carry out any other duties withinthe grade as requested by other members of your team Operational Manager orDirectorate Support Officer

Person Specification

Knowledge and Skills

Essential

Knowledge of Hospital Appointment Booking Knowledge of Patient Waiting Lists Good communication skills including contact with general public Comprehensive IT skills Good telephone manner Ability to work as part of a team Must be well organised Ability to prioritise workload effectively

Desirable

Comprehensive knowledge of Trust PAS system Allscripts PAS Knowledge of 18 week RTT rules and Trust Patient Access Policy

Experience

Essential

Working within an administrative reception role. Working directly with the general public

Desirable

Comprehensive computer and keyboard skills. Previous experience of working in a hospital environment. Previous experience working in a customer services environment

Qualifications

Essential

Good standard of secondary education including GCSE Maths and English

Desirable

Any recognised NVQ qualification 5 GCE GCSEs

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