Job overview
We are looking for an enthusiastic, hard-working Receptionist/Administrator to work within the existing Reception team to provide efficient and effective reception services in the Oxford Centre for Diabetes, Endocrinology and Metabolism Outpatient Department at the Churchill Hospital.
Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.
Main duties of the job
The position is for 37.5 hours per week, working across 5 days providing reception cover until 5.30pm on a rota basis.
You will be providing cover for our busy outpatient reception area, greeting patients on arrival, dealing with patient queries, appointment booking, taking patient phone calls and liaising with the clinical teams.
You will be part of the reception team and working within the wider administrative team. You will be working with the clinical and nursing teams to provide an excellent service to our patients.
Reception
* Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity
* Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution
* Ensure telephone calls are answered promptly and all queries dealt with effectively.
* Provide comprehensive reception support, to include taking messages and using the department technology.
* Communicate clearly, effectively and appropriately with the multi-disciplinary team, keeping them informed of any changes relevant to the department or their clinic
* Update Trust patient information systems to ensure accurate patient information and demographics are recorded.
* Responsible for the accurate booking, amending and checking in and out of all patient appointments.
* Ensure all patients and visitors sitting in the waiting rooms are communicated with and kept up to date with relevant information or delays to their appointment. Delays should be escalated to the department manager
* Handle patient and other service user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible. Where early resolution is not possible, seek assistance from the department manager.
Operational Responsibilities
* Ensure the clinic rooms are tidy, and that IT systems are fully operational and ready for use
* Ensure that all information including referrals, diagnostic results and any other relevant correspondence, including information from other services is available
* When necessary, process on the day clinic cancellations and communicate with patients accordingly, and in a sensitive manner
* Organise transport for patients as appropriate, and in accordance with departmental and Trust Policy
* Book interpreters for patients as appropriate and escalate any issues to the department manager
* Book follow up appointments ensuring correct RTT (Referral to Treatment) status is recorded
* Complete and issue attendance claim forms where applicable in accordance with Trust Policy
* Responsible for opening incoming post and distributing to clinical and administrative staff as required
Access and Systems responsibilities
* Register patients on the Trust’s Electronic Patient Records System (EPR).
* Record all did not attends (DNA’s) and patient cancellations accurately and in accordance with the departmental and Trust Policies.
* Update the EPR with attendance and treatment status codes following the patient’s appointment
* Ensure that all patients have been reconciled at the end of the clinic, and that the clinic has been reconciled, including proactively requesting outcome forms from clinicians where it is noted that forms have not been returned to the reception
* Provide a courteous and efficient follow-up appointment booking service to all users
* Schedule appointments for patients in line with the Trust Access Policy and (Referral to Treatment) RTT Targets, escalating to the supervisor when necessary
* Ensure all appointments are linked to the correct referral or clinical pathway
* Escalate capacity issues to the department manager and/or clinical teams
* Book diagnostic tests on relevant Trust systems, ie RIS, and track results as requested
* Update procedure code
General
* Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
* Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff
* Answer all communication including telephone, email and face to face queries, in a timely manner and action as appropriate
* Maintain patient confidentiality at all times
* Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours
* Use the Trust and departmental IT systems to register patients, make up a set of patient notes, make outpatient appointments, ensure that details are correct, check in / check of outpatient appointments as instructed
* Take responsibility for all communications received and distribute appropriately to the clinical and administrative staff within the service
* Assist with the processing of new referrals on the Choose and Book / Directly Bookable / e-referral system
* Order stock for the department and ensure adequate levels of supplies are maintained for the department
* Report any faults with equipment or the environment to the relevant department promptly, and as appropriate
* Attend Departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedure
* Act in a manner aligned to our Trust Values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence
* Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
* Any other duties at the request of the departmental managers, which may be needed to fulfil the objectives of the post, which are appropriate to the grade.
Qualifications
* Good standard of Education with a minimum of 5 ‘C’ grade GCSE’s (inc English Language and Maths)
* EPR trained (Training available)
* Has NHS Experience
COVID-19: The COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information at Oxfordshire County Council Website where you can also find out more about how to access vaccination.
Vacancy Closures: Please note, this vacancy may close early if a high volume of applications are received.
Probation Period: This post is subject to a 6 month probationary period. If you currently hold a contract of employment with the Oxford University Hospitals, this will not apply. This statement does not apply to Medical staff or Executive Appointments.
Referencing: When providing employment reference details please provide correct work related email addresses so references can be sought promptly when we are looking to progress your application. Your first referee will need to be your line manager, supervisor or clinical lead from your current or most recent post or place of study. Please note that if you have previously worked for the Trust we will require a reference from your last Manager, this information is essential if your offer of employment is to be confirmed.
Next Steps: Please make sure that you read the job description and person specification, and that your supporting statement reflects this as your application will be judged against these criteria. Candidates selected for interview will be contacted after the short-listing process, usually within 2 weeks. (Please note that shortlisting times vary when applying for a Medical position within the Trust). The majority of correspondence will be via the e-recruitment system; therefore you should check your emails regularly including junk mail folders in web-based email products.
No unsolicited recruitment agency telephone calls or emails.
Employer certification / accreditation badges
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Application numbers
Please note that this job advertisement will close automatically once the application limit is reached, regardless of whether this occurs before the advertised closing date.
#J-18808-Ljbffr