Reception/Administration Clerk Northampton, England
Job description
The post holder will provide efficient and comprehensive administration support, working as part of a team, covering all aspects of the Dermatology Reception function and Dermatology Department. Duties will include providing a reception service to patients, relatives/carers and all staff groups, arranging patient appointments via telephone or face to face and demonstrating a high standard of customer care.
You will be responsible for greeting patients, entering all patient arrivals and discharges onto the Patient Administration System, liaising and working closely with Clinical team.
Excellent organisational and interpersonal skills will be required for this post as you will be expected to communicate well with all levels of staff and the general public and work well within a team.
Knowledge of the NHS computer systems would be advantageous; however, training will be available.
We are seeking team players who are able to work under pressure and prioritise their own workload. The successful candidates will be expected to cover for annual leave and sickness.
To provide an efficient and courteous reception service to patients, relative/carers, Dermatology and the wider Trust.
Deal with often complex telephone queries from patients, GP’s, Consultants and the wider Trust which may use technical language/clinical terminology and to recognise when advise is required from more senior or clinical staff.
To arrange appointments for patients in accordance with Dermatology guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient.
To liaise with many different staff groups to arrange frequently complex tests/preparations needed prior to some more specialised examinations. This will require comprehension of some complex terminology and language.
To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff.
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Respect
Integrity
Courageous
Accountable
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
To provide an efficient and courteous reception service to patients, relative, carers, and all staff groups.
Deal with often complex telephone queries from patients, GP’s, Consultants and the wider Trust which may use technical language/clinical terminology and to recognise when advise is required from more senior or clinical staff.
To arrange appointments for patients in accordance with Dermatology guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient.
Provide timely collection, delivery and preparation of medical notes.
Update the relevant databases and patient information systems when required.
To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, visitors and staff.
To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.
To communicate with the IT Department to report faults/problems with the department’s IT systems or interfaces often imparting complex or technical information.
To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.
To implement manual procedures detailed in the department’s disaster recovery and business continuity plans in the event of IT systems/network failure.
To ensure all departmental targets and deadlines are achieved using initiative to book/move patients into appropriate appointment slots. Raising any potential problems to the attention of more senior staff.
To be actively involved in offering suggestions for service improvements and to help support and implement any changes necessary.
To book interpreters and transport in accordance with Trust protocol.
To be able to work using own initiative and to be able to work unsupervised.
To open, process and send mail, photocopying and emails, as and when necessary and other general administrative services as required by the department.
To provide cross-cover within the team during absence and implement relevant organisational policy on attendance management, staff appraisal, etc.
