Overview
To provide an efficient and effective clerical support service to therapy outpatient services. To promote and encourage a caring and sympathetic environment for patients who contact the service both in person and on the telephone and to ensure that they are attended to in a timely manner. The successful candidate will be the first point of contact for patients attending Physiotherapy or Occupational Therapy appointments at King George Hospital, working as part of the Therapy Reception team.
Responsibilities
* Ensure that the reception desk and phone lines are manned at all times in conjunction with other administrators and to alert the Therapy Team Lead to any problems in maintaining cover.
* Validate new referrals, checking that information required is complete, that the patient is registered with a Barking and Dagenham, Havering or Redbridge CCG GP, and that the patient meets the criteria for service. Return incomplete or inappropriate referrals to the referrer with a request for additional information and direct those not from the catchment area to the appropriate service as authorised by the Therapy Team Lead.
* Register new patients onto the Patient Administration System or update details for existing patients as required.
* Operate a booking service for first appointments and send out letters to patients where necessary.
* Ensure the telephone is answered in a timely manner to deal with GP enquiries or patients making appointments and queries about outpatient appointments.
* Remove patients from the waiting list who fail to make an appointment or fail to attend their appointment following agreed protocols and reinstate patients who meet agreed criteria for reappointment.
Qualifications and Skills
* Excellent communication and customer service skills to manage a range of different patients in a professional manner, both in person and via telephone.
* Proficient IT skills to use the internal appointment system and the national ERS system, as well as other systems as part of the duties of a Receptionist/Administrator.
* Ability to work as part of a larger team in a busy and challenging environment.
Employment Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Administrative
* Industries: Hospitals and Health Care
* Location: King George Hospital, London
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