KEY DUTIES
As a receptionist, you must greet patients, visitors, and colleagues in a polite manner. Print patient clinic lists and relevant reports for clinics as required on a daily basis, ensuring all relevant clinical staff are given copies.
Check patient demographics, including ethnicity, with patients as they arrive at the reception desk. Update the Trust Patient Administration System (PAS) following departmental procedures. Identify overseas visitors by checking present and previous addresses within the last 12 months.
Make appointments on PAS, record on appointment cards, and hand them to patients or send appointment letters by post within specified time limits. Rearrange appointments for cancellations and non-attendance (DNA) patients following Trust procedures. Ensure all appointments are booked within 18-week Trust/Government targets, liaising with nursing and clinical staff.
Input patient attendances and outcomes into PAS, including procedure coding. Hold all clinics daily as per Patient Access Policy. Ensure adherence to the 18-week pathway process, accurately input pathway clock times, and liaise with the Data Quality Team.
Register all patient health record supplements (HRS) movements on PAS, dispatching and receiving notes as needed. Deal with patients and relatives in a friendly and sympathetic manner, providing general advice or redirecting to appropriate departments. Arrange ambulance transport via the Patient Transport System (PTS).
Handle complaints on a first-line basis or refer to relevant staff. Prior to clinics, organise workload to ensure all patient health records are checked and liaise with the Health Records Department. Attach outcome forms/slips to HRS case notes for clinician completion and notify the nurse of any incomplete slips during clinics.
Complete all EDMS CQUINN letters according to Trust procedures and medical insurance forms that do not require clinician input. Manage telephone appointments and queries professionally, recording messages accurately. Comply with Trust and departmental policies and procedures.
The post holder will undertake clerical duties supporting patient activity and departmental targets, following booking policies and procedures.
TRAINING RESPONSIBILITIES
Attend IT training and stay updated, participate in mandatory and relevant training courses, and maintain personal development records. Record in-house reception training and be aware of Records Management, Information Governance, Caldicott principles, confidentiality, and data protection laws. Work towards relevant qualifications and courses such as customer care workshops and personal resilience development.
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