Endoscopy Receptionist

Royal Free London NHS Foundation Trust; Enfield; On-site; GBP 27,000 - 33,000; Full time

Job summary

North Middlesex University Hospital is inviting applications for an outpatient administrative role supporting busy Endoscopy and Outpatient services. The post holder will perform reception duties, verify patient details, handle calls, and assist with appointment bookings and information processing to maintain smooth patient pathways.

This role requires basic literacy and numeracy, GCSE or equivalent, and experience with healthcare administrative systems.

Qualifications

• Basic literacy and numeracy skills' or 'Entry Level 2/3
• GCSE or equivalent level education
• Experience of healthcare administrative systems and processes

Responsibilities

• Undertake reception duties and be the first face to face patient contact. Welcome all patients and queries with compassion, gratitude and positive body language.
• Check patients demographics and contacts during all patients face to face and non face to face encounters.
• Deal with any telephone queries in a welcoming but prompt and efficient manner, help out OPD contact centre as and when required.
• Provide a customer focused service to patients and be able to communicate effectively and appropriately with patients and all levels of staff.
• Book and reschedule patient appointments as per clinical outcome.
• Flag line manager in case of any challenges or capacity related challenges. Respond to emails about appointment queries as directed.
• Assist with booking services for patients e.g. transport and internal and external link workers.
• To be responsible for the timely processing and distribution of all incoming correspondence relating to patient appointment administration. Retrieve health records as requested by members of the team: ensuring that all Health Records, provided for clinical administrative purposes, are prepared to departmental standards.
• Ensure all correspondence received into the area of work, from whatever source, is appropriately processed in a timely manner, and to enable an audit trail, aligned to established Standard Operating procedures (SOPs)Use the hospital PAS system (Careflow) to ensure that all data is correctly recorded.
• Check that all clinic and appointment correspondence is complete and accurately addressed; and escalate any that need correction to PPCs and team lead.
• Assist, where required, the Patient Pathway Coordinators to ensure all healthcare notes and diagnostic results are available for each patient at the beginning of the clinic session.
• Deal with straightforward queries using systems available, escalating more complex queries to the PPC for investigation.
• Ensure comprehensive information is captured when taking messages for other members of the team. Where possible, resolve complaints from patients, primary care, and other staff; or refer onwards to senior members of the admin team.
• Please see attached job description for more information about this role and working at the North Middlesex University Hospital

Skills

Communication

Interpersonal skills

Education

GCSE or equivalent level education

Basic literacy and numeracy

Job description

The endoscopy unit at NMUH is a busy department with up to 4 diagnostic lists running at any given time. The administration team for Endoscopy comprises of 9 staff including 6 waiting list coordinators, 1receptionists and 2 admin assistants.

Main duties of the job

The post holder will carry out a range of specified activities in the support of Outpatients Clinics centralised services, providing efficient clinical administrative and clerical support in line with service requirements. The post holder will also provide a quality reception service for all users of the Outpatient-based services and the Trust. The post holder will possess transferable skills in all areas of clinical administrative and clerical functions to enable them to support the patient pathway and to increase resilience across the Clinical Administrative and Clerical services.

About us

North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.

We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.

Job responsibilities

Undertake reception duties and be the first face to face patient contact.Welcome all patients and queries with compassion, gratitude and positivebody language.

Check patients demographics and contacts during all patients face to faceand non face to face encounters.

Deal with any telephone queries in a welcoming but prompt and efficientmanner, helpout OPD contact centre as and when required.Provide a customer focused service to patients and be able to communicate effectively and appropriately with patients and all levels of staff.

Book and reschedule patient appointments as per clinical outcome.

Flag line manager in case of any challenges or capacity related challenges. Respond to emails about appointment queries as directed.

Assist with booking services for patients e.g. transport and internal and external link workers.

To be responsible for the timely processing and distribution of all incoming correspondence relating to patient appointment administration. Retrieve health records as requested by members of the team: ensuring that all Health Records, provided for clinical administrative purposes, are prepared to departmental standards.

Ensure all correspondence received into the area of work, from whateversource, is appropriately processed in a timely manner, and to enable an audit trail, aligned to established Standard Operating procedures (SOPs)Use the hospital PAS system (Careflow) to ensure that all data is correctlyrecorded.

Check that all clinic and appointment correspondence is complete andaccurately addressed; and escalate any that need correction to PPCs and team lead.

Assist, where required, the Patient Pathway Coordinators to ensure allhealthcare notes and diagnostic results are available for each patient at the beginning of the clinic session.

Deal with straightforward queries using systems available, escalating more complex queries to the PPC for investigation.

Ensure comprehensive information is captured when taking messages for other members of the team. Where possible, resolve complaints from patients, primary care, and other staff; or refer onwards to senior members of the admin team.

Please see attached job description for more information about this role and working at the North Middlesex University Hospital

Person Specification

Qualifications

• Basic literacy and numeracy skills' or 'Entry Level 2/3
• GCSE or equivalent level education

Experience

• Experience of healthcare administrative systems and processes

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.

£30,142 a yearInclusive of Outer HCAS per annum