About this role
Job summary
To deliver and maintain a professional reception and administration service to the Outpatient Department at Newmarket Community Hospital and to all users including patients, relatives, colleagues.
This role is for 17 hours per week a permanent role working for two days specifically Mondays and Fridays 08:00-17:00
Main duties of the job
Provide a friendly and helpful front of house reception service by greeting and assisting patients, relatives and staff, responding to queries and referring to other members of staff where appropriate.
Ensure patients are checked in in a timely manner, whilst completing all mandatory fields and update on eCare and EPIC accurately with the use of a Smart Card.
Ensure the active and effective use of the electronic hospital system, following the operational procedures laid down by the department.
Input information on Trust systems, ensuring actions are undertaken in 'real time' and all post-clinic administration is completed.
Ensure all documentation relating to outpatient clinics are accurate and prepared in a timely manner.
Cover the patient phoneline service for Switqueue.
Ensure the Outpatient clinic area presents a clean, tidy, efficient, and professional image always.
Provide a high standard of general administrative support within Outpatient clinics.
Send relevant information in response to requests or queries received, in a prompt and timely manner, ensuring to update and maintain system records accordingly.
Work flexibly to provide cover for colleagues across the Outpatient department as required.
Fully engage in departmental meetings/ briefing, ensuring to provide relevant feedback to team members.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
Job description Job responsibilities
Please see job description attached to view main responsibilities and duties of role.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Person Specification
Education & Qualification Essential
NVQ/BTEC Level 3 or equivalent experience (eg English & Maths)
Desirable
Computer literacy qualification EDL
Experience and knowledge Essential
Previous experience as an administrator/receptionist role, communicating with the general public. Knowledge of Information Governance requirements and GDPR (2018) Ability to analyse and interpret management and patient information and to make recommendations to others Knowledge of National guidelines for patients accessing hospital services who are not residing in the UK or for those who have residency of less than 12 months Communication with a wide range of multi-disciplinary teams and external agencies Working in an effective team Ability to work on own initiative Good organisational and prioritizing skills
Desirable
Experience of working within the NHS Experience of working where data is confidential Experience of multi communications with a wide range of teams Specialised knowledge of eCare, EPIC, Swiftqueue, & knowledge of RADAR incident reporting
Skills and Abilities Essential
Excellent interpersonal and communication skills Ability to work with different staff groups across all levels of the organisation Ability to work calmly in a busy environment Excellent IT skills Ability to use problem solving skills Time management skills Target driven Able to manage own time and deliver personal objectives under pressure Ability to analyse and resolve complex patient appointment issues
Desirable
Ability to work autonomously, using own initiative Ability to prioritise work load Understanding of risk management and health and safety issues, raise incidents on RADAR Knowledge of health records Knowledge of e-Care or other NHS computer programmes Understanding conflict resolution
Personal qualities Essential
Diplomatic and calm under pressure. Approachable, friendly and supportive of others A genuine interest in contributing to kind and compassionate care within the Trust Emotionally robust to cope with all situations that may arise within the Admin & Support environment Flexible approach to working hours and duties Able to relate to all people, valuing individual qualities that contribute to team working and the outcomes of care delivery Adaptable and accepting of change within the job role to ensure an efficient service delivery Values the importance of positive patient experience Interest in personal and professional development
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name West Suffolk NHS Foundation Trust
Address Newmarket Community Hospital
56 Exning Road
Newmarket
CB8 7JG
United Kingdom
Employer's website https://www.wsh.nhs.uk (Opens in a new tab)