Job summary PERMANENTPOSITION Full time 37.5 hours Hourswill vary between 8am and 5pm, Monday to Friday to meet service needs. LOCATION: Worcester Royal Hospital In your current front of house role, do people tell you thatyou have excellent customer care skills?If so, we would like you to join our friendly reception team. We are looking for someone to welcome patients to ourhospital and outpatient departments at Worcester. You will be part of the booking services teamand are also an essential part of the clinical service. The departments are busy throughout the day, so candidatesmust be able to demonstrate that they are able to work under pressure, able to usetheir own initiative and are very organised. A friendly, reassuring disposition is essential for thisrole. You must possess goodcommunication skills and quick keyboard skills A working knowledge of the Hospital Patient AdministrationSystem and hospital environment is preferred, but not essential. For informal enquiries please contact Sarah or Carly, BookingServices Team Leader on (01905) 760877 or on internal ext. 36761. Main duties of the job Todeal with general enquiries offering direction, advice and support to allpatients/visitors attending the Hospital Site. Towork as part of the Outpatient clerical team assisting with the smooth andefficient running of the Outpatient Department. Toprovide accurate, timely information to assist Clinicians and nursing staff ingood management of their outpatient clinics. Toensure the confidentiality of all patient information and Trust business. About us Worcestershire Acute Hospitals NHS Trust is a largeacute and specialised hospital trust that provides a range of local acuteservices to the residents of Worcestershire and more specialised services to alarger population in Herefordshire and beyond. The Trust operates hospital-based services fromthree sites in Kidderminster, Redditch and Worcester Our workforce is more than 7,000 strong, and ourcaring staff are recognised as providing good and outstanding patient-centredcare. You could be one of them. We are committed to recruiting the best people towork with us. Our values, which we ask all staff to demonstrate, underpin oureveryday work and remain firmly at the heart of all we do. Being open and honest Ensuring people feel cared for Showing respect to everyone We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System. We are proud to have achieved Timewiseaccreditation - this means we are committed to embedding flexible workingwithin our organisation as a flex positive employer. DBS Checks and Costs Any applicants who are offered posts requiring aDBS check as part of their employment check will have the cost of this check(at the current rate) deducted from their salary. Please see link in SupportingInformation section for more details on DBS checks and costs. Job description Job responsibilities Key Duties: Postholdersmust be able to work on their own initiative when carrying out their usualduties. Supervision is available as required. Toensure that there is good communication between the administration team and theclinical team so that the department runs smoothly. Toensure that all patients are received and directed to the appropriate waitingarea or department, in a courteous and professional manner. The postholder isoften the first point of contact for most patients/visitors attending thehospital site. Toensure that patients demographic details are always kept up to date on the PASsystem, by checking personal details such as name, address, telephone number,ethnic origin, and GP for any patient attending hospital for an outpatient orday case episode of care. Touse the Patient Administration System (Oasis), to book patients into anoutpatient clinic or admit for day case on arrival and to make follow upoutpatient appointment or discharge patients on departure. Torespond to patient telephone or face to face complaints in the first instance,seeking support and advice from the team leaders or nurses as appropriate. Todeal with telephone queries. Usingthe information on the clinic outcome form or agreed protocols, ensure that theoutcome of the clinic attendance is recorded accurately and immediately on PAS. Toensure that routine enquiries from patients about their appointments such aspostponing, cancelling or rearranging are all dealt with professionally andimmediately. Toensure that Ambulance control and the porters are informed of any passengersawaiting transport / transfer and advise patients of how to book transport fortheir next visit. Toensure that any new patients arriving in clinic are registered on the system. Toensure that any event case notes leaving the department, are tracked on OASISusing the correct tracking code, unless going directly for scanning. Toopen and distribute post that may come to the department. Toensure that an up-to-date clinic list and vacancy summary list is available forthe clinical staff if required. Liaisewith clinical staff in outpatient clinics to ensure that a quality service isprovided to patients and to ensure that nurses are kept fully informed of anygeneral messages or issues regarding appointments or patient concerns. Inexceptional circumstances where clinical staff are unable to arrive for theclinic, support the appointments team and nurses with cancelling patients bytelephone at the last minute. Ensurethat any walk-in / emergency patients arriving in clinic are booked anappointment immediately onto the PAS system.Print an outpatient event pack associated with thatappointment/speciality and informs the nursing staff of the patients arrival. Toensure that all clinics are cashed up within 24 hours of attendance. Toensure that all clinical packs have been made available for all clinics on a day-to-daybasis, printing any packs that have not been delivered for any clinics andhighlighting the missing packs to the Team Leader. Ensurecomputer, printer equipment and stationery is available and working effectivelyworking, reporting any faults or problems to the team leader. Workflexibly within normal clinic hours to ensure that the reception is alwayscovered and never left unattended. Notifythe team leader of any foreseen problems that will affect the smooth running ofthe department. Toshow new staff how to carry out the basic reception duties and the processesspecifically required for the named reception area. Toreceive validation surveys through the post from patients and update the TrustSurvey database with responses on behalf of the patients on a daily basis. Toundertake training to become familiar with, and competent in current BookingService procedures and practices, to provide an effective, efficient,courteous, high quality patient access service. This will include recordingdata and maintaining data quality on manual and computerised systems inaccordance with agreed policies and procedures. Carryout any other duties, within the grade, as requested by the Booking ServicesManager. Our Shared Values and Behaviours We are committed to delivering outstanding care and creatinga culture where everyone feels respected, valued and supported. We seekindividuals who share our purpose of helping people live healthier, morefulfilling lives, and who are motivated by our mission to be the best team wecan be. You will be expected to uphold our values by communicating openly,acting with kindness, showing respect for others and taking responsibility foryour actions. These values guide how we work together and continually improvethe care we provide. Ourvalues are: Being open and honest we all communicate clearly and honestly, asking for help when we need it, and making it easier for the people around us to share ideas and concerns. Ensuring people feel cared for we all take responsibility for actively supporting and nurturing a kind and compassionate environment for ourselves and others. Showing respect for everyone we all act with consideration and fairness, valuing each other as individuals and appreciating our different perspectives. Job description Job responsibilities Key Duties: Postholdersmust be able to work on their own initiative when carrying out their usualduties. Supervision is available as required. Toensure that there is good communication between the administration team and theclinical team so that the department runs smoothly. Toensure that all patients are received and directed to the appropriate waitingarea or department, in a courteous and professional manner. The postholder isoften the first point of contact for most patients/visitors attending thehospital site. Toensure that patients demographic details are always kept up to date on the PASsystem, by checking personal details such as name, address, telephone number,ethnic origin, and GP for any patient attending hospital for an outpatient orday case episode of care. Touse the Patient Administration System (Oasis), to book patients into anoutpatient clinic or admit for day case on arrival and to make follow upoutpatient appointment or discharge patients on departure. Torespond to patient telephone or face to face complaints in the first instance,seeking support and advice from the team leaders or nurses as appropriate. Todeal with telephone queries. Usingthe information on the clinic outcome form or agreed protocols, ensure that theoutcome of the clinic attendance is recorded accurately and immediately on PAS. Toensure that routine enquiries from patients about their appointments such aspostponing, cancelling or rearranging are all dealt with professionally andimmediately. Toensure that Ambulance control and the porters are informed of any passengersawaiting transport / transfer and advise patients of how to book transport fortheir next visit. Toensure that any new patients arriving in clinic are registered on the system. Toensure that any event case notes leaving the department, are tracked on OASISusing the correct tracking code, unless going directly for scanning. Toopen and distribute post that may come to the department. Toensure that an up-to-date clinic list and vacancy summary list is available forthe clinical staff if required. Liaisewith clinical staff in outpatient clinics to ensure that a quality service isprovided to patients and to ensure that nurses are kept fully informed of anygeneral messages or issues regarding appointments or patient concerns. Inexceptional circumstances where clinical staff are unable to arrive for theclinic, support the appointments team and nurses with cancelling patients bytelephone at the last minute. Ensurethat any walk-in / emergency patients arriving in clinic are booked anappointment immediately onto the PAS system.Print an outpatient event pack associated with thatappointment/speciality and informs the nursing staff of the patients arrival. Toensure that all clinics are cashed up within 24 hours of attendance. Toensure that all clinical packs have been made available for all clinics on a day-to-daybasis, printing any packs that have not been delivered for any clinics andhighlighting the missing packs to the Team Leader. Ensurecomputer, printer equipment and stationery is available and working effectivelyworking, reporting any faults or problems to the team leader. Workflexibly within normal clinic hours to ensure that the reception is alwayscovered and never left unattended. Notifythe team leader of any foreseen problems that will affect the smooth running ofthe department. Toshow new staff how to carry out the basic reception duties and the processesspecifically required for the named reception area. Toreceive validation surveys through the post from patients and update the TrustSurvey database with responses on behalf of the patients on a daily basis. Toundertake training to become familiar with, and competent in current BookingService procedures and practices, to provide an effective, efficient,courteous, high quality patient access service. This will include recordingdata and maintaining data quality on manual and computerised systems inaccordance with agreed policies and procedures. Carryout any other duties, within the grade, as requested by the Booking ServicesManager. Our Shared Values and Behaviours We are committed to delivering outstanding care and creatinga culture where everyone feels respected, valued and supported. We seekindividuals who share our purpose of helping people live healthier, morefulfilling lives, and who are motivated by our mission to be the best team wecan be. You will be expected to uphold our values by communicating openly,acting with kindness, showing respect for others and taking responsibility foryour actions. These values guide how we work together and continually improvethe care we provide. Ourvalues are: Being open and honest we all communicate clearly and honestly, asking for help when we need it, and making it easier for the people around us to share ideas and concerns. Ensuring people feel cared for we all take responsibility for actively supporting and nurturing a kind and compassionate environment for ourselves and others. Showing respect for everyone we all act with consideration and fairness, valuing each other as individuals and appreciating our different perspectives. Person Specification Experience Essential Good clerical background,. Working with the general public Customer care, acquired through training and experience Desirable Knowledge of:- PAS System e-RS 18 wk pathway Health Records Ez Notes Casenote procedures Personal qualities Essential Organised Friendly/reassuring disposition Ability to work under pressure Knowledge and skills Essential Good keyboard skills Good communication skills Literate Numerate Awareness of confidentiality Qualifications Essential GCSE/OLEVEL in Maths & English (or equivalent) Person Specification Experience Essential Good clerical background,. Working with the general public Customer care, acquired through training and experience Desirable Knowledge of:- PAS System e-RS 18 wk pathway Health Records Ez Notes Casenote procedures Personal qualities Essential Organised Friendly/reassuring disposition Ability to work under pressure Knowledge and skills Essential Good keyboard skills Good communication skills Literate Numerate Awareness of confidentiality Qualifications Essential GCSE/OLEVEL in Maths & English (or equivalent) Employer details Employer name Worcestershire Acute Hospitals NHS Trust Address Charles Hastings Way Worcester Worcestershire WR5 1DD United Kingdom Employer's website