Admin Assistant / Receptionist

London North West University Healthcare NHS Trust; City Of London; On-site; GBP 21,000 - 25,000; Full time

Job summary

London North West University Healthcare NHS Trust is seeking a receptionist to manage outpatient attendances and related tasks. You will record attendances, cancellations and DNAs on the EPR system within set timeframes, advise clinics on late arrivals, and assist with bookings and follow-up appointments.

The role requires maintaining a clean, compliant reception area and supporting managers in delivering patient-centered care.

Qualifications

• Experience recording and processing outpatient attendances in EPR systems.
• Excellent written and verbal communication skills.
• Strong organisational and data accuracy skills.

Responsibilities

• Record and process all outpatient attendances, cancellations and DNAs on EPR within timeframes.
• Advise clinics on late arrivals for appointments.
• Book follow-up appointments and file documents per Information Governance policy.
• Maintain a tidy and hygienic reception area.
• Cover clinics between 8:30am - 8:00pm on rotational basis following the Working Time Directive.
• Support managers and supervisors in developing a patient-focused service.

Skills

EPR experience

Excellent communication

Organisational skills

Tools

Trust EPR system

Job description

Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes Advise clinics of patients who are late arriving for their appointments Book follow-up appointments File documents according to Information Governance policy Maintain an uncluttered and tidy reception area Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces To cover clinics between hours of 8:30am - 8:00pm on rotational basis following working time directive (WTD) Support the Managers and Supervisors in developing a patient focused service.

Customer Care:

• o Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
• o Analyse patient pathways vs outcomes and elevate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
• o Ensure that all patients attending in person are checked in
• o Ensure patient information is complete and up to date on the Trust ERS
• o Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
• o Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• o Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• o Communicate effectively using all available forms of communication
• o Be a calm, supportive, flexible and adaptable member of the team
• o Deal with all enquiries in a professional and co-operative manner
• o Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
• o Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
• o Provide non-clinical advice and guidance regarding appointments
• o Process patient data and appointments using the Trust EPR