Receptionist

3 weeks ago

Torquay, United Kingdom Torbay and South Devon NHS Foundation Trust Full time

Job summary

Knowing you have made a difference and enhanced a patient's experience within the Breast Care Unit is the most rewarding part of this role.

As a Breast Care Unit Receptionist you can positively impact lives by providing;

efficient administration in all aspects of patient appointment booking with strict adherence and compliance to the Trust's Patient Access Policy;

high quality administrative support to the Breast Care Unit, working effectively in a team, providing cross cover for colleagues during absence;

a comprehensive reception service for the Breast Care Service

To do this, you will work flexibly to meet the demands of the service whilst ensuring that patients are treated with courtesy, dignity and respect.

Main duties of the job

Receiving clients, attending clients on multiple hospital systems, answering telephone, processing clinic outcomes, making follow-up appointments, managing outpatient waiting lists, ordering stationery, filing and any other admin duties.

About us

Why Work With Us

The Breast Care team incorporates the breast screening service and the breast symptomatic service. We work as a close multi-disciplinary team comprising of Consultant Breast Surgeons, Consultant Radiologists, Associate Specialists, Radiographers, Advanced Nurse Practitioners, Breast Care Specialist Nurses and a comprehensive administration team.

We are based in a single dedicated unit on the Torbay Hospital site, where we carry out breast screening, assessments from GP referrals, biopsies and other investigations.

Job description

Job responsibilities

Communication and Working Relationships

To work closely with all grades of clinical and administrative staff, along with other employees within the Trust. To liaise with patients, GPs and other external agencies.

Communicate effectively in writing and verbally on a daily basis.

To answer telephone enquiries in an efficient manner and ensure appropriate follow through using initiative to deal with routine enquiries.

Planning and Organisation

To prioritise work load.

Ensure mandatory training is kept up to date.

Ensure patients are put at the heart of the service.

Ensure confidentiality policy is adhered to at all times.

Receptionist Duties

Ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trusts Patients Access Policy.

To answer telephone enquiries in an efficient manner and ensure appropriate follow through, using initiative to deal with all enquiries either verbally or in writing.

To register patients on IHCS, make appointments and deal with queries from both patients and staff, adhering to the Trusts Patient Access Policy.

Ensuring that patients have a recorded clinic attendance, outcome and RTT (referral to treatment) code on the IHCS following an outpatient appointment.

To ensure the next days clinics are set up with all notes available at the end of the day.

Arrange follow up appointments for patients either booked with a mutually agreed date or placed on pending lists.

To ensure that all

Any other appropriate duties/tasks as requested by Management.

To contribute to the development of policy and processes as required.

To support continuous quality improvement and identify areas for service improvement and support implementation.

To comply with the trusts Patient Access Policy and Standard Operating Procedures.

To support the delivery of agreed service outcomes.

To ensure Trust policies and procedures are adhered to.

To ensure computer equipment is in good working order.

To make the Team Leader aware of any damage to any equipment within the Department.

There are no responsibilities for line management of staff or budget control.

Ensure relevant training is completed in order to use Trust IT computer systems.

To use the relevant Trust IT computer systems to maintain patient records.

To provide cover for other members of the administration team as required throughout Breast Care Unit.

Person Specification

Qualifications and Training

Essential

oGood standard of general education to include GCSE in Maths and English or equivalent.

Desirable

oNVQ Administration Level 2 Customer Care

Knowledge and Experience

Essential

oExperience of Administration oAble to communicate effectively with patients, all grades of staff and external contacts, both verbally and in writing. oProven experience of providing a patient focussed service. oPrevious clerical experience

Desirable

oKnowledge of a range of patient computer software packages NBSS, IHCS, e-Referrals, Infoflex, CRIS etc oPrevious Reception experience oKnowledge of Trust Patient Administrative and Information Systems. oPrevious NHS experience oKnowledge of Microsoft Office software.

Specific Skills

Essential

oAbility to work on own initiative and prioritise own workload. oAbility to work as part of a team. oAbility to maintain confidentiality. oAbility to be flexible with working hours when required oAbility to deal with telephone calls from patients and speak to patients who visit the department.

Emotional Effort

Essential

oRequired to deal with emotional, frightened or hostile patients and their families with sensitivity and understanding. oDeal with patient requests and complaints

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