About this role
Job summary
At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.
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, 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.
Main duties of the job
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
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job description Job responsibilities
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 Trusts Access Policy and Standard Operating Procedures
For more information on working for the Trust, please see the attached Job Description and Person Specification or contact the Hiring Manager.
There will be a 10 minute exercise about your general knowledge of the NHS. This will take place in a confidential setting prior to the interview. It would be useful to research NHS wait times and Outpatients.
Person Specification
Knowledge, Skills Essential
Basic computer/IT skills
Desirable
Customer Service Training
Experience Essential
Reception duties ie telephone & computer work
Desirable
NHS Experience/Reception
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).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name University Hospital of North Midlands NHS Trust
Address Royal Stoke University Hospital
Newcastle Road
Stoke-On-Trent
ST4 6QG
Employer's website https://www.uhnm.nhs.uk (Opens in a new tab)