receptionist London, England
Job description
An exiting opportunity has arisen for a dynamic and customer focused receptionist at University Hospital Lewisham.
We are looking for highly motivated, organised, enthusiastic people to join our team, who strive to do the very best in providing an efficient, welcoming and quality service for our patients.
It is essential that you have the ability to think on your feet and work well under pressure. You will need to have previous experience in customer service, basic IT skills, but a willingness and aptitude to learn new systems
Please note that this vacancy may close early if a high volume of applicants are received. Please apply early to avoid disappointment.
To provide a professional, customer centred receptionist service to patients attending the Outpatient areas at lewisham Hospital. The role is based at Lewisham Hospital, but maybe required to be flexible in terms of location, which could be across all sites QE and community as operationally required.
You will be the first line of contact for patients attending clinical treatment and will be expected to conduct a professional, freindly service in line with the Trust values, maintaining the privacy and dignity of the patient at all times.
You will offer the patients a warm, friendly and helpful experience and inform the patient of the next step of their journey, including any issues that may delay that process.
You will need to have a calm attitude at all times, being aware and having an understanding of patients’ worries and concerns coming to hospital.
You will be required to check-in & check-out patients arriving, and departing, completing accurate outcomes for those who require follow up appointments. Ensuring the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.
Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley. With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.
As an organisation, we’ve made significant improvements for patients and staff in the last two and-a-half years. This is reflected in our most recent Care Quality Commission (CQC) inspection (from February 2020), which found improvements across the organisation and gave us an improved rating of “Good” in the Well-Led and Effective domains, in addition to the rating of “Good” that we had already achieved in the Caring domain. Our staff culture change programme has been key to the Trust’s improvement journey, as we’ve stabilised our workforce by reducing vacancy rates and improving staff retention. We’ve also significantly increased the representation of minority ethnic leaders across our clinical and corporate teams.
We also hold in great value the Well being of our staff & have an extensive resource and active programme that reflects this
Post Title: Receptionist
Grade: Band 2
Hours: 37.5 hours per week
Department: Allied Clinical Services
Responsible to: Outpatient Supervisor
Accountable to: Outpatient Associate Service Manager
Job Summary:
To provide a professional, customer centred receptionist service to patients attending the Outpatient areas across all sites and all reception desks as operationally required.
Key Result Areas & Performance:
To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.
To be the first line of contact to the public face of the Trust for patients attending clinical treatment.
To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.
To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.
To maintain a calm attitude at all times, being aware of patients’ worries and concerns coming to hospital.
To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.
Main Duties/Responsibilities:
To arrive, depart, book follow up appointments and cancellations on the Trust’s iCare system in a timely fashion
To book follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinic.
Ensure the accurate entry and up-date of patient details and patient hospital episodes.
To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.
To check case note availability prior to clinic, escalating to the appropriate teams for missing records.
To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)
To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.
To participate in the PDR process to ensure personal skills are enhanced.
To comply with 18 week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Supervisor to ensure a high quality service delivery.
Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.
Receive internal and external telephone enquiries with regard to all Outpatient matters.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.
A formal performance review takes place on a yearly basis where objectives are agreed and reviewed in line with the performance management system
The post holder will record parting activity of the RTT status in line with the Access Policy.
Partnerships
Excellent telephone and face to face manner with patients
The post holder is required to have excellent interpersonal skills with senior members of staff, multi-disciplinary teams, service managers and secretaries
To provide effective and time communication with all staffing teams within the Trust
To liaise with relevant clinical teams to ensure the quality of data collected is accurate
To build good working relationships with medical records staff, ward staff and operational teams.
Named contact point, liaising with patients and relatives, as well as GP’s/other hospitals, nursing staff, medical staff and support services to ensure that the outpatient pathway is appropriately planned and managed
To deal with enquiries from all service users in a helpful, courteous and diplomatic manner
Main working relationships with the following groups – face to face, electronic and by telephone:
Internal
Service Mangers
Booking Teams
Secretaries
Multi-disciplinary Teams
Consultants
Nurses
External
GP Surgeries
Private Providers
Care Homes
Other NHS Trusts
About Lewisham and Greenwich NHS Trust
CEO: Tim Higginson
Revenue: $25 to $50 million (USD)
Size: 1001 to 5000 Employees
Type: Hospital
Website: www.lewishamandgreenwich.nhs.uk
Year Founded: 2013
