Job summary
The reception team is the first point of contact forpatients and visitors to our busy clinics.
Reporting to the team lead, you will be working as part of acomplementary team liaising with healthcare professionals and administrativecolleagues across the charity. Thereception team operates a rotational shift system including early morningstarts, lates and weekends.
Welcoming patients and visitors to Cobalt, you will beresponsible for completing the arrival process on the patient administrationsystem, providing patients with information about the process of theirappointment, taking payments and signposting.You will support visiting consultants, book appointments, process mail,answer telephone and email enquiries.Confidence in using IT systems is really important together with awillingness to learn new skills.
Main duties of the job
The skills, experience and knowledge required for this role aresound demonstrable educational background and qualifications, good IT skills, experienceof working in a public service sector in a busy office environment. Experience of working within a healthcaresetting would be beneficial.
You will have excellent communication and interpersonalskills with a confident and pleasant telephone manner. You will enjoy being part of a team andworking collaboratively. You will have ameticulous approach to accuracy and detail and able to maintain strictconfidentiality. Your personality and mannerwill contribute to a harmonious and pleasant working environment.
About us
Cobalt Health is a medical charity pioneeringinnovation in medical imaging diagnosis by investing in equipment, integratedresearch and education to improve outcomes for patients now and in the future.
I CARE our values - our culture - our purpose
Patient care is at the heart of all we do. We carefully select people who can show ushow they share these same values and can contribute to a culture of respect,diversity, vision and a commitment to continuous learning and development.
Job description
Job responsibilities
Job Title: Receptionist
Main Place of Work: Linton House Clinic, Thirlestaine Road, Cheltenham, GL53 7AS
Responsible to: Head of Business Administration
Accountable to : Chief Executive
Job Purpose: To provide a high quality, professional reception and administrative service to patients, colleagues, health service professionals and others. To act as the first point of contact for patients attending the Imaging Centre and to represent the Charity in a professional manner in line with Cobalt values.
Key areas of responsibility will include:
Operational Duties
1. To greet patients and visitors to the Imaging Centre in a warm, friendly and professional manner.
2. To record patients arrival against the Patient Administration System (PAS) and to record accurate payment details and patient information.
3. To receive, assess and prioritise patient referrals and to forward to the appropriate clinician for protocol.
4. To answer telephone calls, enquiries and e-mail enquiries and respond appropriately.
5. To liaise between doctors, consultants, healthcare professionals and patients as required.
6. To preserve the privacy, dignity and confidentiality of patients times.
7. To liaise with secondary care providers and healthcare transport services as appropriate.
8. To assist colleagues and provide additional clerical support.
9. To be responsible for postal services such as franking, special delivery, recorded delivering sufficient funds to the franking machine and replenishing as necessary.
10. To ensure the patient waiting area is kept clear of obstructions and maintain a clean and tidy environment for the patients comfort
11. To maintain the health and safety of all patients, visitors and staff
12. To share responsibility for maintaining and encouraging adequate security and safety for staff and service users.
13. Any other such duties as may reasonably be requested commensurate to the post.
Specific Responsibilities
14. To support the management of the rapid access clinics
15. To provide administration support services to visiting consultants operating their specialist private clinics
16. Liaising with consultants private secretaries to manage an effective patient pathway for the rapid access clinics
17. To provide a bookings service for rapid access patients to diagnostic imaging
18. Support specialist breast clinic services, receiving referrals, processing complex information, contacting patients to arrange time specific imaging appointments, liaising with consultant breast radiologists, healthcare professionals and support staff, MRI superintendent and radiographers
Management of Resources
Collectively to share responsibility for monitoring and maintaining adequate stock levels of patient information leaflets, stationery, IT consumables
Line management
There is no line management responsibility associated with this post
Teamwork
This will involve:
19. To work collaboratively with other departments within Cobalt
20. Champion the professional integrity of the organisation
21. Adhere to corporate policy and procedure
Personal Development
All Cobalt staff are required to participate in the organisations annual appraisal review scheme. The end of year appraisal will include a personal development review where progress made over the last year is discussed and agreed. Focus on the following years departmental and personal objectives will be identified, discussed and agreed.
Health and Safety
In addition to any responsibilities specified within your job description above, it is your duty to:
22. Take reasonable care of the health and safety of yourself and of the other people who may be affected by actions and omissions at work.
23. Co-operate with the employer in ensuring that all statutory and other requirements are complied with.
Infection Control
24. To be aware of responsibilities for infection prevention and control.
25. Co-operate with the employer in ensuring that all infection prevention and control policies and procedures are complied with.
26. Conduct hand hygiene in accordance with Cobalt policy, challenging those around you who do not.
Disclosure and Barring
All appointments are subject to a satisfactory check by the Disclosure and Barring Service. Failure to disclose any previous convictions or cautions may result in the withdrawal of the post or termination of contract.
Confidentiality
Under no circumstances either during or after the end of your employment (however it is terminated) may you divulge to any unauthorised person confidential information relating to the Charity. This includes, but is not limited to, information covering patients, individual staff records, industrial relations, financial affairs, contract terms and prices or business forecasts.
Equality and Diversity
It is the responsibility of all employees to support the Charitys vision of promoting a positive approach to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of Equality & Diversity Strategies and Policies.
Data Protection
If required to do so, to obtain, process and/or use information held on computer or other IT system in a fair and lawful way. To hold data only for specific registered purpose and not use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed.
Information Governance
You should be aware of all information governance policies and procedures, in order to ensure necessary safeguards are upheld for the appropriate use of patient and personal information.
Personal Development
You are required to participate in the organisations annual appraisal scheme. The end of year appraisal will include a personal development review where progress made over the last year is discussed and agreed. Focus on the following years departmental and personal objectives will be identified, discussed and agreed.
You are expected to maintain competency, learning new techniques and technology as required and retain records of continuing professional development (cpd) to ensure continuity of membership to your professional organisation.
All staff are encouraged to participate in training/activities that will help develop their wider skills and assist them in managing their personal welfare and be attentive to the welfare of colleagues.
Completion of Cobalt Healths mandatory training programme.
The Environment and EMS
Cobalt is committed to protecting the local and global environment and supporting the development of the concept of sustainable healthcare. To help achieve these aims Cobalt has developed an Environmental Management System (EMS) to proactively manage the charitys impact on the environment, and you have a crucial role to play within in this. In addition to attending training and any responsibilities specified within your job description above, you are required to familiarise yourself with Cobalts EMS and policies, to understand and contribute to the achievement of Cobalts environmental objectives and targets, and to provide feedback through line management or CSR Champions.
This is an outline of the post-holder's duties and responsibilities. It is not intended as an exhaustive list and may change from time to time in order to meet the changing needs of the Charity.
This post is subject to the terms and conditions of employment of Cobalt Health.
Person Specification
Qualifications
Essential
27. Minimum 5 GCSEs at grade C or above to include English and
28. Mathematics or equivalent
Desirable
29. Professional receptionist/customer service qualification
Experience
Essential
30. Experience of working with members of the general public.
31. Experience of patient/customer problem solving
Desirable
32. Knowledge of healthcare administrative procedures and systems.
33. Experience of working in a healthcare environment.
34. Experience of order processes, invoicing, cash handling.
Skills and abilities
Essential
35. Excellent verbal and written communication.
36. Strong influencing and arbitration skills.
37. Confident IT skills.
38. Excellent interpersonal skills.
39. Ability to receive and deal appropriately with sensitive and highly
40. confidential information.
41. Exercise fair judgement and analyses in dealing with patient
42. enquiries.
43. Provide advice, information and guidance to patients, carers and
44. relatives about appointments.
Personal attributes
Essential
45. Well organised and confident with excellent interpersonal and
46. communication and literacy skills.
47. Flexible temperament towards working hours.
48. Innovative, open-minded and creative.
49. Ability to maintain confidentiality.
50. Respectful of others in treating them how you would want to be
51. treated.
52. High level of professional integrity.
53. Motivated commitment to continuing professional development
54. and self-improvement.