Overview
The purpose of the role is to provide a professional, efficient, and friendly reception service, ensuring that all patients, visitors, and clinicians are welcomed to the department in an appropriate manner. A key element of the role is the ability to use judgment and initiative to deal with day-to-day patient queries/issues, liaising and communicating with the outpatient clinical team as needed. With this role you will become part of the wider administrative team within Cancer & Haematology with numerous opportunities for progression. Hours of work will be 09:30 - 17:30.
We are looking for an enthusiastic, motivated and well-presented individual to join our team of receptionists. If you would like to make a positive contribution to a patient\'s care experience and are a good communicator with excellent interpersonal skills, enthusiastic and adaptable, then we would like to hear from you. You will need to have a flexible approach to work, be highly organised, enjoy working individually as well as part of a larger team and have good keyboarding skills. Knowledge of EPR is desirable but not essential as training will be given.
Responsibilities
1. Act as the first point of contact for all patients and visitors in Cancer and Haematology outpatients, both in person and on the telephone, acting in a professional manner at all times. Deal with queries using own initiative and taking appropriate action.
2. Using the Trust\'s Electronic Patient Record (EPR) system, check in all patients attending their outpatient appointment, ensuring that all patients have been positively identified (PPID) and demographic details have been verified, updating the system as needed. Inform patients of the correct area they should wait in.
3. Ensure any patients attending the Day Treatment Unit for the first time are shown where to go.
4. Using EPR ensure that all patients are checked out and follow up appointments are booked as per instructions on the outcome form in a timely manner. Apply clinic rules and knowledge of 18 week referral to treatment time (RTT) to correctly enter data. Liaise with respective administrative teams via e-mail if clinic capacity is an issue.
5. Liaise with the OPD nurse coordinator regarding any patient\'s late arrival or if the patient leaves the department for any reason. Contact patients via telephone or paging system as required if the clinic is running late and patient leaves the department.
6. Ensure TV monitor is switched on in the morning and update clinic waiting times on TV and app when informed by the clinic nurse. Liaise with clinic nurse throughout the day to obtain current clinic waiting times.
7. Remain vigilant for any patient that appears to have been waiting a long time without being seen and offer any assistance as needed, liaising with the nurse coordinator. Equally, if any patient appears in pain or distressed, inform any clinic nurse/coordinator.
8. Patient Transport: Check the system for the week ahead and update the senior outpatient nurse regarding patients arriving on hospital transport with special needs. On a daily basis liaise with ambulance staff as patients arrive regarding return journey and book this when patient is ready to leave.
9. Waiting Room: Open main doors in the morning and at night as needed. Keep the waiting room/reception desk clean and tidy reporting any maintenance and cleaning issues to G4S. Ensure any posters/displays are current and up-to-date.
Qualifications and Skills
* Educated to GCSE level or equivalent, Previous experience working as part of a team.
* Desirable criteria: Previous experience in the NHS, or in a clerical position, or in a customer service role
* Essential criteria: Proven ability to adapt to change easily and effectively; Flexible approach to work
* Desirable criteria: Proven ability to use computer and keyboard effectively; Knowledge of electronic patient record (EPR), Proven ability to work under pressure; Proven ability to prioritise workload; Reliability, common sense and honesty; Capable of working with minimal supervision
* Desirable criteria: Able to communicate with a wide range of people
About Oxford University Hospitals NHS Foundation Trust
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel. In 2023 NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit to the ten core principles Oxford University Hospitals promotes a safe, respectful hiring environment. If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.
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