You will ensure that receptionists deal with all customers promptly and courteously, to ensure a high standard of Customer Care. You will monitor and report the quality standard of data collection by receptionists and access to health staff in accordance with department policies and procedures. This includes ensuring 18-week pathway outcome codes are recorded accurately by reception staff. Responsible for the timely and accurate clinic management of outpatient appointments, waiting list and admission/discharges on the Patient Administration System, implement time surveys on the waiting times of clinics as required and have a basic knowledge of medical terminology to allow further appointments to be arranged.
Monitor the Trust strict timescale of processing subject access requests in line with the Data Protection Act. Deal with complaints and escalate if necessary. Interview potential Overseas Visitors and complete all necessary paperwork to ensure Overseas Charging Regulations are implemented in line with the Department of Health guidelines. You will analyse and resolve staff performance problems within your own responsibility, referring to Reception Co-ordinator as necessary.
You will report all sickness absences to the Reception Co-ordinator/Reception Manager on a monthly basis and carry out return to work interviews, adhering to the Trusts Management of Absence policy. You will co-ordinate and record all annual leave for your staff and arrange cover to ensure service provision. You will assist Outpatient Reception Co-ordinator to continually seek to improve the service provided, including the development of policies and procedures and ensure all staff are informed. Collate Friends and Family questionnaires and send to external stakeholder and report figures to Patient Experience Team.
Participate in interview panels and selection of candidates for vacancies within the department. To carry out appraisals to ensure Trust/Department objectives are followed and support development of PDP for staff. Ensure that the Waiting List Policy and clinic rules are adhered to in respect of appointment booking and amendments. To deal with distressed, abusive and /or complaining customers face to face and via the telephone and resolve in appropriate timescales.
Ensure all time sheets and flexible working is correct and forwarded to the Reception Co-ordinator, in accordance with Trust and Patient Access policies. Ensure patient satisfaction and confidentiality is maintained throughout. Ensure Health & Safety files are maintained and training is up to date. To cover all duties if required performed by Band 2 Receptionist to cover any absences and ensure the smooth running of all areas.