Overview
The post holder provides administrative and clerical support for outpatient clinics within Breast Services, including front line reception duties. Working as part of a team with clinical staff, the post holder delivers a responsive, high quality service to patients and other service users. They use initiative and problem solving as the first point of contact for patient enquiries. The post holder manages appointments and real time data recording, and must be proficient in hospital systems including EPIC, eRS, Call Forward, PTS, Microsoft packages, Envoy, and CIS2-Spine. They ensure patients leave outpatient appointments with follow ups booked and pathways updated in line with national RTT rules. An excellent understanding of the 18-Week RTT process and the Trust's Access Policy is required, with adherence to policies in line with National Guidelines.
About Us
The Trust provides a full range of local and specialist services across five sites. Our strategy focuses on Strong Roots, Global Reach, aiming to be bold with outstanding care, research, innovation and education, diversity, equality and inclusion. We strive to be person-centred, digitally-enabled and sustainable, supporting the Trust’s Green Plan and carbon reduction targets.
Job Responsibilities
* Reception of clinics using EPIC and Call Forward systems; booking follow-up appointments; communicating delays to patients; maintaining accurate attendance records.
* Verify and update patient demographic details (address, post code, GP, ethnic group, contact details, next of kin) promptly and accurately.
* Serve as a first point of contact for telephone enquiries from patients, relatives, GPs, clinicians, students, nursing and admin staff, maintaining patient confidentiality at all times.
* Keep the reception desk and waiting areas presentable and ensure patient confidentiality; support follow-up (PIFU) and ensure referrals are closed as indicated by the clinical team.
* Record, update and retrieve data using EPIC/eRS/Call Forward/Envoy and new systems as introduced; communicate effectively with multidisciplinary teams across the Trust, OPD systems and ICT.
Job Description
Main Duties
* Use initiative and work without direct supervision; utilise information technology to facilitate tasks.
* Participate in annual appraisals and performance reviews; identify personal development needs.
* Attend training and development on LEAP as required.
* Work as part of a wider multidisciplinary team of clinicians, nurses, therapists and admin staff; adhere to Trust policies and procedures.
* Support the Trust in providing the best possible experience for patients; maintain confidentiality at all times.
* Adhere to the Breast OPD rota; work flexibly to meet service needs.
* Promote a friendly, courteous and efficient service; manage delays and cancellations in clinics.
* Maintain a tidy waiting area; inform the Nurse Manager or Supervisor of housekeeping issues.
* Respond to telephone queries from patients, relatives or carers in a courteous and reassuring manner, including support for non-native English speakers.
* Undertake other duties as appropriate to the banding.
Person Specification
Essential
* 5 GCSEs or A level / Baccalaureate
* NVQ Level 3 / A level or equivalent experience in Customer Care
* Experience of working in a customer-focused environment
* Administrative experience
* Ability to work independently and manage prioritisation of own workload
* Ability to handle sensitive information with tact and diplomacy
* Ability to work as part of a multidisciplinary team
* Flexibility to respond to changes
Desirable
* Experience using appointment/patient administration systems such as EPIC/eRS/Envoy/Call-Forward
* Commitment to undertaking further study in Customer Care
Other
Disclosure and Barring Service (DBS) check and sponsorship information: This post may require DBS disclosure and UK skilled worker sponsorship where applicable. See the employer details for further information.
Contact/Location
King's College Hospital NHS Foundation Trust
Kings College Hospital, Denmark Hill, SE5 9RS
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