Job overview
At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.
We have a fantastic team of people who are conscientious, caring, reliable, flexible and compassionate, all qualities which are essential to the NHS.
If you want to be part of our team and have the necessary skills, we would like to meet you.
The type of candidate we are looking for is one who has a positive outlook on life, who is open and honest, flexible, reliable, excellent time management skills, hardworking and eager to learn new skills and knowledge.
The successful candidate will be joining a small admin team who work closely together.
Main duties of the job
General Duties will include the following:
Act as first point of contact for all of our service users and visitors to the Department, providing a comprehensive reception and clerical Service to patients, relatives and carers.
Booking in patients attending outpatient appointments and issuing return appointments as directed by the nursing staff prior to the patient leaving the Department.
Discharging the patients on the computer system in a timely manner.
Pre-admit the patients onto the computer system prior to admission.
Book/cancel appointments as directed onto the online diary.
Arrange when necessary the attendance of interpreter/link workers for patients who require communication assistance when attending clinics.
Occasionally requesting and ensuring delivery of health records for patients either attending a clinic or an admission, from all departments within this Trust and other hospitals.
Priorities own workload ensuring agreed timescales are met each day.
Work well within a team as well as independently.
Adhere to departmental policies and procedures and participate in audits in order to maintain data quality and provide an efficient service.
Maintain the confidentiality of any information obtained regarding patients and be aware of Data Protection and Freedom of Information policy.
Deal with sensitive information in a professional manner.
Work within the departmental shift patterns to cover the opening hours of the service.
Working for our organisation
Established in 2003 East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute secondary healthcare for the people of East Lancashire and Blackburn with Darwen.
Our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 700,000 patients a year from the most serious of emergencies to planned operations and procedures. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements
We’re looking for people who want to make a positive difference. You’ll make it happen by taking responsibility, building trust and respect and working together to deliver excellence to our service users. Where we can, we also like to keep things simple so that we all contribute to making ELHT an effective, positive and rewarding place to work.
Detailed job description and main responsibilities
You will provide a comprehensive and efficient ward administration service providing clerical support to enable the unit to deliver an effective and efficient patient service. You will greet patients on their arrival at the unit and ensure patient demographic details are correct on the relevant systems.
You will deal with patients, relatives and other members of the public in a polite and welcoming manner whilst ensuring confidentiality and security of patient information.
MAIN DUTIES
1. Patient/ Client Care
1.1 Provide an efficient and friendly reception service within a department, ensuring that all patients are dealt with in a timely, respectful and efficient manner.
1.2 Answer telephone calls promptly in line with the Trust’s telephone standards.
1.3 Provide non-clinical advice and information to patients to enhance their experience within the service.
1.4 Communicate clearly, often over the telephone, with members of the public where there may be barriers to understanding.
1.5 Distribute patient information relevant to the department and/or service.
1. Administrative duties
2.1 Where appropriate accurately log patient information onto the relevant Trust information system and ensure that patient records are effectively maintained.
2.2 Distribute patient records and information to other members of the multidisciplinary team as appropriate.
2.3 Ensuring adequate stocks of stationery and clinical equipment, ordering as required and check and receipt goods received.
2.4 Assist other clinical, reception or administrative staff in undertaking other duties such as photocopying, filing and sending letters.
2.5 To liaise with other members of the multidisciplinary team to maintain the smooth and efficient running of the department.
* To assist in the management and maintenance of filing systems.
* Enter patient information on a Cerner and other systems as appropriate e.g. EPTS, IQEMO.
1. Staff Development and Support
3.1 To train and develop other receptionists and support staff who cover for annual leave, sharing good practice where possible
Other duties
4.1 Assist in ad hoc project work.
4.2 Undertake any other duties requested as appropriate to the banding.
1. General Responsibilities
5.1 Use initiative and work without direct supervision, as well as to use relevant information technology to facilitate the performance of tasks.
5.2 Participate in annual appraisals and performance reviews. Identify personal development needs.
5.3 Attend training and development as required.
5.4 Provide cover for reception services across both chemotherapy units at times of leave or sickness.
5.5 They will comply with the Trust access policy at all times when dealing with patients who fail to attend
5.6 To act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.
5.7 Understand and adhere to all Trust policies, guidelines and procedures.
5.8 Support the Trust in providing the best experience possible for each of our patients.
5.9 To maintain confidentiality in respect of information obtained at all times.
Person specification
Essential
Essential criteria
* GCSE English and Maths level 4 or above in or equivalent
* Business Administration or Customer Care NVQ Level 2 or equivalent.
* Previous experience in a customer care environment.
* Working knowledge of Microsoft office, including word, excel and outlook.
* Ability to work under pressure and multitask.
* Clear and accurate written and verbal communication
* Able to work extra hours where necessary and provide reasonable flexibility in terms of hours worked.
* Must be able to work across Burnley and Blackburn hospital sites.
* Willingness to learn new skills.