Receptionist inStoke-On-Trent inStoke-On-Trent PUBLISHED
THU 7 NOV 2024
The University Hospital of North Midlands NHS Trust is seeking a Receptionist for the Outpatient department in Stoke-On-Trent. The role involves welcoming patients, carers, and healthcare staff with professionalism and courtesy while ensuring a patient-focused experience throughout their journey, from appointment scheduling to follow-ups. Key responsibilities include handling telephone and face-to-face inquiries, managing appointment bookings using various systems such as Choose and Book and Savience, and maintaining accurate patient records. The post-holder must also support Trust policies, facilitate self-check-in procedures, and address any barriers to communication or understanding.
This position requires a commitment to patient care and administrative efficiency, as well as effective communication skills to manage inquiries and resolve appointment issues. The successful candidate will play a vital role in supporting the Trust's Planned Care Services and achieving healthcare targets, all while ensuring the timely and accurate collection of patient data.
This position requires a commitment to patient care and administrative efficiency, as well as effective communication skills to manage inquiries and resolve appointment issues. The successful candidate will play a vital role in supporting the Trust's Planned Care Services and achieving healthcare targets, all while ensuring the timely and accurate collection of patient data.
'Please note, we are unable to provide sponsorship for this role due to the required Skill Level.'
To welcome patients, carers, relatives, visitors and other health care staff to the Outpatient department in a polite, courteous and professional manner. To ensure you are patient focused at all times and always greeting patients with a smile. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective. Incorporating use of all the Trusts systems including: Choose and Book, Savience, Iportal, Filefast and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.
Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services, and the achievement of Cancer and RTT targets, whether in a supportive role, or in terms of providing hand-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust's Access Policy and Standard Operating Procedures.
- Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary. The post holder may be required to notify patients of any delay on clinic.
- Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
- Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
- Responsible for completing outcome forms and actioning follow up appointments where necessary.
- Gain knowledge of Outpatient procedures.
- Ensure that appointments are appropriately booked on the Choose and Book, Careflow/CRIS systems as appropriate.
- Deals with enquiries where there may be barriers to understanding.
- Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
- Ensure the health records are complete for clinic and will provide any information to capture patient pathway and coding information.
- Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
- Resolves issues relating to appointments, clinics, directions or any general enquiries.
- Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.
About us
For more information on working for the Trust, please see the attached Job Description and Person Specification or contact the Hiring Manager.
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Useful skills for a Receptionist:
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To work as a receptionist in the UK, you'll need a mix of technical, interpersonal, and organizational skills. Here are some key skills and qualities that are typically required:
Technical Skills:
1. Computer Proficiency: Familiarity with word processing, spreadsheet software, and email systems. Knowledge of office management software and appointment scheduling tools can be beneficial.
2. Telephone Skills: Ability to handle calls professionally, take messages accurately, and use telephone systems effectively.
3. Data Entry: Attention to detail when inputting and managing information in databases.
Interpersonal Skills:
1. Communication Skills: Strong verbal and written communication skills to interact effectively with clients, visitors, and staff.
2. Customer Service Skills: Ability to provide a warm and friendly welcome, as well as address inquiries and concerns in a professional manner.
3. Problem-Solving: Capability to handle unexpected situations calmly and effectively.
Organizational Skills:
1. Time Management: Ability to prioritize tasks, manage appointments, and keep the reception area running smoothly.
2. Multitasking: Skill in handling various tasks simultaneously, such as answering phones, greeting visitors, and managing paperwork.
3. Attention to Detail: Ensuring accuracy in message-taking, appointment scheduling, and maintaining records.
Personal Qualities:
1. Professionalism: A keen sense of professionalism in appearance and behavior, as the receptionist represents the company.
2. Adaptability: Flexibility to adapt to different situations and changes in the work environment.
3. Teamwork: Ability to work collaboratively with other staff members in a busy office.
Additional Considerations:
- Experience: Previous experience in customer service or office administration can be advantageous.
- Language Skills: Proficiency in multiple languages can be a plus, especially in multicultural environments.
- Health and Safety Awareness: Basic understanding of health and safety regulations to ensure a safe work environment.
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