About this role
Job summary
The post holder's role is to support the Pre-Assessment clinical team and associate processes to deliver a comprehensive patient centred service. The post holder will be responsible for the reception area and, for general administration in order to ensure the smooth running of all related clinics and promote high standards of customer care are maintained and at all times.
The post holder will be expected to prioritise conflicting work demands and effective working with the Pre-Assessment team, the multi-disciplinary team, internal departments and external agencies to ensure continuity in achieving excellence in patient care.
Main duties of the job
To be responsible for ensuring all visitors are given a positive image of the service as soon as they enter, being polite, courteous and helpful to all visitors and remaining calm in all situations.
To escalate wait times to their manager and offer patients up to date information about wait times and offer solutions to make patient's visit more comfortable during periods where longer waits are unavoidable.
To arrive and depart patients on EPIC in a timely manner when they attend for their appointment, marking those who DNA accordingly.
To complete all relevant patient clinical outcomes on EPIC both timely and accurately and maintain good communication with specialties to ensure outcomes are being acted upon.
To be knowledgeable about the service and provide patients with accurate information where appropriate, knowing the boundaries for when it is not appropriate to provide advice.
To ensure the reception area is tidy, safe and accessible for patients.
About us
The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King's Strategy - 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. Achieving these ambitions will require all of us to work as one Team King's, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
- To replenish the stock of patient leaflets available i.e. PALS leaflets.
- To ensure patient confidentiality is adhered to within and outside of the clinical setting.
- To constructively address aggressive and abusive patients when their actions infringe on the rights of other administrative staff or self and escalate where appropriate.
- To act as the first point of contact for patients, clinical specialities and or other NHS professionals who may have queries regarding the service and, dealing with administrative enquiries/correspondence in this regard.
- To constructively manage barriers to communication with patients of differing cultures and ethnic backgrounds or those with language barriers and variable levels of understanding and ability.
- To liaise with other departments in the hospital i.e. diagnostic departments, medical records, HR, patient environment, domestics, translating services, transport, PALS, supplies and projects/ works, as required.
- To answer telephone enquiries and to accurately relay messages where necessary, ensuring that any action requested is undertaken in a timely fashion.
- To ensure that all patient demographic data [i.e. address, postcode, GP and ethnic code] are checked upon attendance and updated as necessary on the relevant computer system/s.
- To generate patient information leaflets / letters as required.
- To be responsible for accurately providing electronic information to patients
Person Specification
E&D
Essential
- GCSE grade A-C in English and Mathematics or equivalent substantial previous administration experience
- Excellent IT skills
- Able to organise and prioritise
- Attention to detail
- Excellent verbal communication skills
- Problem solving skills
- General administrative experience
Desirable
- Previous NHS experience
- Knowledge of appointment systems and patient administration systems.
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
King's College Hospital NHS Foundation Trust
Address
Denmark Hill
London
SE5 9RS
United Kingdom
Employer's website
https://www.kch.nhs.uk/ (Opens in a new tab)