Detailed Job Description And Main Responsibilities

• To welcome patients, carers and visitors to various specialty appointments within the Trust.
• To be polite and friendly, dealing with queries in an efficient and timely manner.
• To ensure patient information is kept confidential and not shared with others.
• To respond to queries from patients, carers and visitors.
• To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues.
• To keep patients informed if the clinics are overrunning.
• To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention.
• To oversee patients awaiting transport, and liaise with the transport department in relation to patients still waiting.
• To hand over the care of patients awaiting transport at the end of the working day to the appropriate team ie, Discharge Lounge or Nurse in Charge.
• To take and action internal calls on the reception desk.
• To assist in quieter times with the packing and posting of letters to patients.
• To follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines.
• To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.

Person specification

Education/training

Essential criteria

• GCSE or equivalent qualifications, to include English Language and Mathematics
• IT literate eg, email, word processing, with experience of inputting data into a computer system

Desirable criteria

• Have an understanding of outpatient department and/or a fundamental understanding of the NHS
• NVQ 2 Level 2 Customer Service

Work Experience

Essential criteria

• Experience of dealing with multiple enquiries, both face to face and over the telephone, while maintaining a professional manner.
• Experience of carrying out routine administrative and clerical tasks, including filing, data entry, record management and use of office equipment.
• Experience of providing high quality customer service, demonstrating empathy, professionalism and a commitment to meeting customer needs.
• Experience of using systems and Microsoft Office applications (e.g. Outlook, Word and Excel) to support administrative processes.

Desirable criteria

• Understanding of outpatient appointment booking processes, waiting list management and referral pathways.
• Experience using PAS systems such as CareFlow, ICE, CHRIS or similar electronic patient record systems.

Knowledge/Skills/Abilities

Essential criteria

• Demonstrates excellent verbal and written communication skills, including the ability to communicate professionally and sensitively with patients, relatives and clinical staff.
• Able to manage a busy workload, prioritise tasks effectively and maintain accuracy while working in a fast paced environment.
• Demonstrates a patient centred approach, providing a courteous, professional and welcoming service while maintaining dignity.
• Able to work calmly and efficiently under pressure, managing multiple tasks, frequent interruptions and competing priorities.
• Competent in using Microsoft Office applications and patient administration systems, with accurate data entry and record management skills.
• Understands the importance of adhering to NHS policies, procedures, information governance and confidentiality requirements.
• Demonstrates willingness and ability to learn new systems, processes and procedures and apply training effectively in the workplace.

Desirable criteria

• Able to adapt to changing service needs, shift patterns and departmental priorities.
• Works effectively both independently and as part of a multidisciplinary team.
• Demonstrates a dependable, professional approach with good attendance and timekeeping.