Detailed job description
and main responsibilities
Management duties:
• Provide day-to-day line management and leadership of all team receptionists.
• Be responsible for training and maintaining the teams’ skill levels.
• Conduct staff appraisals, including objective setting.
• Ensure all mandatory training for the team is up to date and recorded on CHILL.
• Create and implement processes to improve working efficiencies and enhance patient care.
• Be responsible for making sure that staff adhere to rotas.
• Provide regular updates to management when areas of concern are identified.
• Manage staff sickness against the sickness policy.
FINANCIAL RESPONSIBILITY
• No direct budget responsibilities.
• Ensure appropriate and effective use of resources and request additional resources via the correct avenues.
• Support the Trust on annual savings programmes.
INFORMATION PROCESSING
• Monitor daily inputting of data onto Trust systems, ensuring all data is recorded accurately and in a timely manner and train staff as and when required.
• Monitor and audit request lists for daily tasks and discuss priorities with teams daily reporting any problems to the management team.
• Ensure the safe storage of data and information in accordance with Trust policies.
SERVICE IMPROVEMENT
• Manage own workload, seeking clarification from a line Manager when required.
• Actively support with training of system changes, service improvement projects and service redesign projects on an on-going basis.
• Implement new procedures and ensure staff understand and are trained to required levels.
QUALITY
• Always adhere to policies and procedures within Endoscopy department.
• Maintain a robust approach to data quality and patient confidentiality whilst handling confidential, complex and sensitive patient clinical information.
• Act responsibly as a team member and leader, reporting/solving problems as they arise.
• Always uphold a high level of attention to detail due to the varied number of tasks required to deliver the range of services provided by the reception team.
For full role duties and responsibilities please see attached Job Description and Person Specification
Person specification
Education
Essential criteria
1. A-level / NVQ4 education or relevant supervisory experience
Desirable criteria
2. Diploma/NVQ level 3 administration
Knowledge and experience
Essential criteria
3. Experience in an NHS administrative/clerical role
4. Understanding of NHS patient pathways
5. Experienced user of patient info systems (eg: EPR/Intouch/Envoy)
6. Experience in a patient or customer focused role, preferably within health or social care
7. Knowledge of patient pathways and able to book follow up appointments for patients
8. Proficient user of Excel, Word and Outlook
9. Accurate and fast data entry and keyboard skills
10. Experience in maintaining and updating databases
11. An strong understanding of data protection and confidentiality and the issues around ensuring compliance in practice
12. Experience of delivering outcomes within agreed timeframes
13. Experience in organizing and prioritizing own workload
Desirable criteria
14. Knowledge and understanding of basic medical terminology
15. Experience of managing staff and enacting Trust HR policy
16. Endoscopy experience
Skills, abilities and attributes
Essential criteria
17. Able to operate and think laterally at a strategic level with good analytical skills
18. Excellent interpersonal skills including telephone, verbal and written communication
19. Able to respond sympathetically and sensitively to patient needs
20. Assertiveness skills and the confidence to deal diplomatically with a wide range of people, organisations and situations
21. Ability to self-motivate
22. Excellent attention to detail
23. Ability to work without supervision
24. Ability to work to deadlines under pressure and multitask
25. Flexible, with the ability to adapt to change
26. To work as part of a team and support colleagues
27. Positive, friendly attitude