Receptionist - Outpatients

Job Description

NHS ReceptionistLocation:CambridgeJob Type: TemporaryDuration of booking: This is a temporary ongoing with no end date specifiedProposed start date: ASAPSector: HealthcareBase: OfficeRemote working option: NoBand: 2Pay Rates: £10.69 paye inclusive of holiday or £11.00 umbrella per hourWorking Days and Hours: Monday to Friday These can be full or part-time positions, hours can vary. The clinic reception areas are open from 9am until 5.00pm.Job SummaryTo deliver and maintain a professional reception/administration service to the Outpatient Department and to all users including patients, relatives and colleagues.Keydutiesandresponsibilities:

• Provide a friendly and helpful front of house reception service by greeting and assisting patients and relatives. Ensuring that the reception area is presented in a clean and tidy manner reporting any infection control issues to the Nursing Team or Medirestas appropriate. To monitor the clinic plasma screens to ensure that current waiting times are correctly displayed as directed by the Nursing Teams.
• Responding to queries raised by both the patients and Clinical Teams in a timely and professional manner ensuring that all relevant departments are contacted to resolve the matter by using all available communications.
• A proficient user of the EPIC hospital system following the operational procedures directed by the department.
• An in depth understanding of the eReferral system to assist with patient booking enquiries and knowledge of the Clinical Assessment Service as originated by a GP booking.
• Booking patient follow-up appointments in P Score priority order as directed by the Trust and NHS Guidelines. This will be achieved by accessing the Cheqs system and pulling a Patient Tracking List (PTL).
• Patients follow-up orders will need to be identified in priority timescales and lower priority patients identified to cancel in order to accommodate the patients most in need of appointments.
• Attention to detail is essential when accessing patients for priority booking and possible cancellation as all order information needs to be considered as directed by the Clinician.
• Patients that have exceeded their overdue interval date will need to be identified within the PTL and escalated to appropriate operational teams ensuring that this information is recorded within the waiting list.

• Managing the EPIC work queues in collaboration with the Patient Tracking List (PTL) to ensure that patients are booked in priority order.
• Ensuring that patients who require complex bookings such as procedures are negotiated to ensure that these are timed with their outpatient appointments correctly as instructed by the Clinical Teams. Investigating data quality issues within the work queuesand resolving or escalating to the Data Quality Team if appropriate.
• Understanding the Trust and NHS targets with regards to the patient 18 week and cancer pathways. Knowledge of the Trust Elective Wait and Cancer Policies with relevance to patient priority bookings.
• Adhering to the reception check in process when a patient presents themselves at the reception desk. Identifying patients that need to be referred to the Overseas Office and ensuring that the relevant residency questions have been addressed for escalation.
• Receive and respond to telephone calls, internal and external responding to a range of requests advising and directing callers in a timely manner as necessary.
• Access the Envoy report each morning and afternoon to action patient requests to reschedule or cancel their appointments. Patients are to be rebooked in priority order as directed by Trust and NHS Guidelines. Patients are to be contacted if a cancellation(non-rebook) selected to check for accuracy of the patient request.
• Escalate any cancellation requests to the appropriate Clinical Teams before discontinuing the order within EPIC.
• Access the PTL to ensure all available slots are utilised by patient bookings in priority order.
• Review the DAR (Department Appointment Reports) in EPIC for any patients appointment that is still showing as scheduled from the previous day and follow the Missing Check-in Process by initially reviewing the patients chart for evidence of either a clinicalletter or clinical outcome from the Consultant to confirm the patient has been seen. The check in and check out action can then be completed.
• Escalate any missing check-ins to the appropriate Operational Teams once the patients chart has been reviewed.
• Follow the DNA process by reviewing the DAR (Department Appointment Reports) in EPIC daily.
• Escalate any missing DNA outcomes to the Specialty and continually monitor until a clinical outcome has been completed.
• Follow the booking process to ensure that the patients are booked in priority order.
• Proficient use of the Outlook email system, NHS.net email system and EPIC inbaskets messages. All communication is treated in priority order by identifying urgent requests and ensuring that all appropriate actions are taken.
• Report safety/patient care concerns to appropriate Clinical Teams and completed an incident report using the QSIS system.
• Reviewing patient concerns as directed from the Clinic Administration Manager and providing comprehensive feedback so that this can be reported to the PALS department.
• Induct and train new members of staff in all aspects of Outpatient clinic processes and duties in line with the Outpatients Values Academy.
• Participating in local recruitment events for Outpatients.
• Maintain the required levels of stationary for the Outpatient clinic.
• Work flexibly to provide cover for colleagues across the Outpatient department as required. Adhering to the booking guides relevant for that department.
• Fully engage in departmental meetings/ briefing, ensuring to provide relevant feedback to team members.

Keyskills :
AdminClericalNHSReceptionist Duties