About this role
Job summary
Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes
Advise clinics of patients who are late arriving for their appointments
Book follow-up appointments
File documents according to Information Governance policy
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
To cover clinics between hours of 8:30am - 8:00pm on rotational basis following working time directive (WTD)
Support the Managers and Supervisors in developing a patient focused service.
Main duties of the job
o Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
o Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
o Ensure that all patients attending in person are checked in
o Ensure patient information is complete and up to date on the Trust ERS
o Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
o Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
o Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
o Communicate effectively using all available forms of communication
o Be a calm, supportive, flexible and adaptable member of the team
o Deal with all enquiries in a professional and co-operative manner
o Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK St Mark's Hospital: an internationally renowned specialist centre for bowel disease Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre. We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description Job responsibilities Key responsibilities
Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
Ensure that all patients attending in person are checked in
Ensure patient information is complete and up to date on the Trust ERS
Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
Communicate effectively using all available forms of communication
Be a calm, supportive, flexible and adaptable member of the team
Deal with all enquiries in a professional and co-operative manner
Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
Provide non-clinical advice and guidance regarding appointments
Process patient data and appointments using the Trust EPR
Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
Redistribute and file appropriate documents according to Information Governance policy
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers
Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
Be a proactive problem solver and encourage team-wide problem solving
Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes
Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
Complete staff surveys and audits
Maintain grooming and dress standards, in accordance with departmental/Trust policy
Assist in supporting and mentoring of new team members
Attend annual appraisals and review objectives regularly
Attend, complete and apply all mandatory training
Support the Service Manager and Supervisors in developing a patient focused
Person Specification
Education/ Qualifications Essential
English at GCSE level Experience of delivering excellent customer service Advanced keyboard skills & Computer Skills
Desirable
Experience of using Cerner & NHS Experience Excellent organisation and communication skills Flexible and able to adapt in order to meet competing priorities and changing work processes
Knowledge and experience Essential
Experience of administrative work Excellent time management skills
Desirable
Ability to remain calm under pressure
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name London North West University Healthcare NHS Trust
Address Central Middlesex Hospital
Acton Lane
NW10 7NS
United Kingdom
Employer's website https://www.lnwh.nhs.uk (Opens in a new tab)