Admin Assistant / Receptionist

London North West Healthcare NHS Trust; Greenhill; On-site; GBP 21,000 - 26,000; Full time

Job summary

London North West University Healthcare NHS Trust is seeking an efficient outpatient receptionist to record attendances, cancellations and DNAs, update patient data, and support clinics with timely appointment management.

The role requires strong communication and interpersonal skills, the ability to work on a rotating schedule between 8:30am and 8:00pm, and a commitment to Information Governance policies.

Responsibilities

• 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
• 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
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust EPR

Skills

Communication skills

Interpersonal skills

EPR system

Tools

Trust EPR

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: Communicate with patients, visitors and staff in a professional and courteous manner Update patient demographics and assist with wayfinding

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

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond. Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/5 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.