About this role
Job summary
The Royal Eye Infirmary is looking for a Clerical Officer/Receptionist to join the administration and clerical team working 37.5 hours per week. The post will be required to work flexible hours to ensure appropriate cover for REI reception Monday to Friday, with Saturday and Sunday/Bank Holidays covered on a rota basis. Flexibility required to cover sickness and annual leave within the team. This is subject to change in line with any future service changes.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
The successful candidate will be responsible for providing a comprehensive appointments and reception service to the REI in an efficient and timely manner, liaising with patients, consultants, wards, peripheral hospitals and the management team in regards to all aspects of the appointments service.
The successful candidate should be highly motivated, resourceful, and have outstanding time management, organisation and communication skills, which the position will enable you to expand and develop. At interview you may be asked to demonstrate these skills as well as the ability to use all NHS software packages. Qualifications required are detailed in the person specification.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description Job responsibilities
1. The post holder would be trained on the job through a combination of instruction and practice and by attending Patient Casenote, Information Governance, iPM, Medisoft training and any required e-learning.
2. To ensure that a clear understanding is obtained surrounding data quality and data protection and be able to work to this guidance.
3. To ensure that a firm understanding is obtained of all administration processes in the Referral to Treatment Access policy and APNs (Administration Procedure Notes) and be able to work to this level. (In house manuals are available for reference).
4. To compile and sort patient clinic attendance sheets and be responsible for checking that clinics have been received into Reception.
5. To receive and welcome patients and relatives to the department and direct to appropriate waiting area.
6. To ensure the In Touch system is kept up to date for when patients arrive using the Self Check In Kiosks in the reception areas.
7. The post holder would have direct patient contact and therefore may come into contact with unpleasant working conditions, due to patients being ill or injured. The post holder would also need empathy and tact to deal with patients that may be anxious, angry or upset.
8. To ensure the patients details are up to date on both the computer system and update front sheet and labels of Health Record Folder notes as necessary.
9. To admit and discharge patients who are attending for minor or day case operations adding the appropriate procedure code where necessary.
10. To ensure that patients not eligible for treatment in the hospital complete the appropriate process e.g. overseas visitors.
11. To endeavour to accommodate follow up patients that arrive without an appointment that request to be seen once agreed with nurses/clinician. If patient has not been referred into the hospital advise patient to see their GP.
12. To make follow up appointments within six weeks according to the consultant requirements and clinic booking rules.
13. In compliance with the Referral to Treatment Access Policy ensure all follow up appointments and follow up waiting list entries have the relevant RTT code added to iPM.
14. To record the appointment outcome onto iPM system within 24 hours of appointment and input procedure code for the procedure that has taken place during the patients consultation.
15. To chase any DNA/Outcome forms during each session to ensure that data is recorded on iPM correctly in accordance with the Referral to Treatment Access Policy.
16. To deal with telephone and verbal enquiries from patients, relatives, consultants, other departments and GP practices in a courteous manner, seeking advice when required.
17. To assist patients with any queries relating to Hospital Transport.
18. To request and prepare patient notes when required and ensure completed in appropriate timeliness.
19. Tracing in and out all patient casenotes within the department.
20. To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient casenotes.
21. To ensure that an individual performance review is obtained from the supervising line manager on an annual basis.
22. To assist in informal training by showing other members of staff, locums or NVQ students the job as requested.
23. Provide support to other admin areas within the Royal Eye Infirmary in the event of sickness, annual leave or vacancies.
24. To provide administrative support alongside the nursing team when the needs of the service require this.
25. To answer the Urgent Care phone obtaining the patient information & liaising with the Triage Nurse ensuring the appointment details are recorded/updated on IPM.
26. To prepare patient packs for use in Urgent care.
27. To upload Urgent Care information on Medisoft.
28. To Meet and Greet patients as and when required.
Person Specification
Knowledge & Experience Essential
Proven ability to undertake training competencies relative to the role
Desirable
Previous demonstrable experience within an acute clinical setting Previous demonstrable clerical experience Demonstrable experience with working with the general public
Qualifications Essential
GCSE's 9-4 (A-C) in Maths & English or equivalent level of qualification NVQ level 2 in either business administration or related subject or equivalent demonstrable experience. Keyboard skills
Desirable
Familiar with the Trust's electronic patient management systems.
Aptitude & Abilities Essential
Good communication skills Good telephone manner Organisational skills Ability to work well within a busy working environment
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 University Hospitals Plymouth NHS Trust
Address Royal Eye Infirmary
3 Alpha Way, International Business Park
Plymouth
PL6 5ZF
United Kingdom
Employer's website https://www.plymouthhospitals.nhs.uk/ (Opens in a new tab)