Overview
The post holder will provide efficient and comprehensive administration support, working as part of a team, covering all aspects of Dermatology Reception. Duties will include providing a reception service to patients, relatives/carers and all staff groups, arranging patient appointments via telephone or face to face and demonstrating a high standard of customer care.
Main duties of the job
To provide an efficient and courteous reception service to patients, relatives/carers, Dermatology and the wider Trust. Deal with often complex telephone queries from patients, GP's, Consultants and the wider Trust which may use technical language/clinical terminology and recognise when advise is required from more senior or clinical staff. Arrange appointments for patients in accordance with guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient. Demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff. Change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy. Communicate complex information regarding Medical Outpatients appointments and results to departments within the Trust and externally. Communicate with the IT Department to report faults/problems with the department's IT systems or interfaces. Liaise with the administration and clinical teams when booking appointments to ensure appointments are booked onto the appropriate lists.
Job responsibilities
To input data and maintain the integrity of data held in the IT systems used within the Hospital Information System (CaMIS). To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.
Person Specification
Education, Training and Qualifications
* Minimum 3 GCSE at grade C or equivalent, including English
* NVQ Level 2 Business Administration or Customer Care or equivalent
* IT Literacy
Knowledge and Experience
* Telephone communication experience
* Computer based administration systems experience
* Good basic IT skills including use of MS Outlook
* Previous experience in a patient / customer facing role
* Experience of working in the NHS
Skills
* Good oral communication skills, ability to adapt style and level appropriately
* Effective interpersonal skills
* Good organisation skills, planning and time management skills
* Able to maintain confidentiality at all times and knowledge of GDPR
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.
Inclusion Statement
UHN welcomes applications from all backgrounds and is committed to an inclusive working environment. We are proud signatories of the Armed Forces Covenant and hold the Gold Award under the Employer Recognition Scheme. Candidates who identify as members of the Armed Forces community and meet the essential criteria will be guaranteed an interview.
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