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To provide an effective, efficient front line reception service at Acute Hospital out-patients departments, carrying out a range of administration tasks including the use of computer systems, maintaining good communication with colleagues, multidisciplinary professional staff, and reporting any issues to Line Manager as required.
KEY RESULT AREAS / MAIN RESPONSIBILITIES:
1. Undertake a full range of reception duties at out-patients department. Deal courteously with patients, relatives, and multi-disciplinary team. Assist patients with self check-in process as required.
2. Update patient's demographic records on their arrival at out-patients department as required.
3. Arrange and issue out-patient appointment letters to patients for appointments six weeks or less, using Antrim PAS, Royal Victoria Hospital PAS, South Eastern Trust PAS, NIMATS as appropriate, liaising with Consultants, Partial Booking, and secretaries as necessary.
4. Be responsible for making and posting appointments for ante-natal patients for 20-week scans, as well as for midwife booking and Consultant Obstetric clinics as required.
5. Sort results/correspondence for filing into ante-natal patient's case notes when they arrive at clinics.
6. Update the Clarity self-check-in system daily with clinic changes for the following week to ensure patients can check in, using Assure to record revisions to clinics as required.
7. Add patients to the correct Consultant review waiting list for waiting times greater than six weeks, including adding any additional requirements such as ambulance or interpreters.
8. Manage daily computerised lists from relevant PAS systems, including clinic booking summaries and appointment schedules for multi-disciplinary staff.
9. Ensure all clinic outcomes and self-directed aftercare discharge codes are recorded timely on PAS, including off-site clinics such as domiciliary and Child Development clinics.
10. Communicate with the clinic preparation team regarding walk-ins, locate referral letters and patient charts as needed.
11. Discharge patients as directed who DNA (Did Not Attend), sending letters to GP and patient.
12. Book ambulances and interpreters via the respective booking systems when making review appointments for patients with less than six weeks' notice.
13. Open, sort, and distribute mail for the department, ensuring referrals for grading are received by the Booking Office within the required time.
14. Complete Private Patient Form 1 with patient details and consultation date, and pass to the Consultant for Private Patients in the Out-Patient Department.
15. Maintain records on Patient Centre system, tracking chart locations and forwarding to various departments.
16. Communicate effectively and provide high-standard customer service on behalf of the Trust.
17. Maintain confidentiality of information in line with legislation and policies.
18. Assist in the induction of new staff to the Department as required.
19. Attend in-service training programmes as required.
20. Operate automated office equipment as required.
21. Report incidents or accidents to Line Manager and Out-Patient Manager.
22. Perform other appropriate duties assigned by the Senior Officer.
GENERAL RESPONSIBILITIES:
Employees of the Trust should promote and support the mission and vision of their service, always providing a caring service and treating contacts with courtesy and respect. They should demonstrate the HSC values of Working Together, Excellence, Openness & Honesty, and Compassion. Duties should be carried out in a manner that assures patient and client safety, complying with infection prevention and control instructions, health and safety policies, and statutory regulations. Staff should demonstrate commitment through regular attendance and efficient task completion, comply with the Trust's Smoke-Free Policy, adhere to equal opportunities policies, and uphold public confidence in service provision. All staff are expected to follow the Code of Conduct for HSC Employees and the professional codes relevant to their professions.
ESSENTIAL CRITERIA:
4 GCSEs A-C including English Language or equivalent, plus one year's clerical experience involving the use of Microsoft Office and dealing with patient/client queries, OR
2 years' clerical experience involving the use of Microsoft Office and dealing with patient/client queries.
Skills / Abilities:
Effective communication skills and the ability to:
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