Reporting to the Outpatient Reception Team Lead, the post holder will assist in the provision of an efficient, effective and comprehensive reception and administrative service for the multidisciplinary team of healthcare professionals within Outpatients.This post requires evening, bank holiday and weekend shifts .
Using appropriate technologies and equipment, and taking direction and guidance from the Reception Team Lead, the post holder will produce work outputs to a high standard of quality that meets the organizations requirements for Information Governance, RMS, and CQC and is in line with all policies, procedures and guidelines
Main duties of the job
Reporting to the Outpatient Reception Team Lead, the post holder will assist in the provision of an efficient, effective and comprehensive reception andadministrative service for the multidisciplinary team of healthcare professionals within Outpatients.
Using appropriate technologies and equipment, and taking direction and guidance from the Reception Team Lead, the post holder will produce work outputs to a high standard of quality that meets the organisations requirements for Information Governance, RMS, and CQC and is in line with all policies, procedures and guidelines
About us
At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.
We recruit for values and "Together we are North Tees & Hartlepool"
Job responsibilities
Provide cover at the department reception desk to facilitate the logging of attendees against clinic lists, booking appointments, helping with the completion of any paperwork, e.g. questionnaires etc, informing clinical staff of the patients arrival in a professional manner that is consistent with all legislation, policies and procedures (if appropriate to work area)
Dealing with queries from service users including General Practitioners, patients and their representatives, in a professional and courteous manner that is consistent with legislation, policies and procedures including data protection and confidentiality, sourcing any relating information that might help deal with the query, taking accurate written messages and passing more complex queries on to relevant staff.
Ensure that all work tasks are carried out to a high standard of quality which meets all departmental and organisations requirements for information governance, data protection and confidentiality
Liaise with the multi-disciplinary team within the service and with staff from other departments and external service users including GPs, patients and their representatives in a professional and courteous manner that is consistent with legislation, policies and procedures including data protection and confidentiality.
Assist in the locating, collecting and returning of case notes using appropriate technologies and tracking procedures and following trust guidelines
Be responsible for the preparation of case notes for clinic sessions, using all appropriate technologies, procedures and guidelines, ensuring an accurate, timely and high quality service to all users (if appropriate to work area)
Assist in the input and checking of data and information into trusts IT systems using appropriate technologies and equipment as and when required.
Assist in the organisation of the referral of patients to other departments/hospitals for investigations or further treatment (if appropriate to work area).
Assist in the maintenance of an up to date file system for work related documentation and establish an effective bring forward system to facilitate the timely processing of responses, information, correspondence and documents.
Assist with the organisation of transport arrangement using following appropriate trust policies, systems and processes (if appropriate to work area)
General office duties including opening and distributing post, housekeeping, filing, photocopying and maintaining stock of routine supplies by ordering via Cardea
Assisting in supporting the general wellbeing of patients, provide them with drinks and snacks as required and escort them to other departments.
Request copies of scans/ results etc from various sources
Demonstrate commitment to IWL principles and flexible working patterns, to meet the needs of the service and staff.
Tackle discrimination and harassment, and promote equality and diversity in the workplace
Person Specification
Qualifications
* GCSE at grade C or above in Mathematics Key Skills at level 2 in Numeracy (or equivalent)
* GCSE at grade C or above in English Language, or Key Skills at level 2 in Literacy (or equivalent)
* NVQ at level 2 in Business Administration or Customer Care (or equivalent)
* Experience of clerical work involving computerised systems
* Demonstrable experience of working in a customer focused environment
* IT qualification (ITQ at level 2 or equivalent)
* Experience of working within a healthcare environment
* Experience of working within a multi-disciplinary team
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Centralised Outpatient Reception Team Leader
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