Outpatient Administrator/Reception

Hertfordshire Partnership University NHS Foundation Trust; Hitchin; On-site; GBP 21,000 - 25,000; Full time

Job summary

Hertfordshire Partnership University NHS Foundation Trust is seeking an Administration/Reception role to support outpatient clinics. You will book and amend appointments, input patient details on the Trust systems, and ensure confidential handling of information.

You will be the first point of contact for service users and professionals, managing calls, visits, mail, and the waiting list with accuracy and courtesy.

Qualifications

• Good communication skills and a professional, courteous manner.
• Ability to manage enquiries and provide accurate information.
• Experience handling confidential information and data protection.
• Experience in a healthcare reception/administration setting is desirable.

Responsibilities

• Administer outpatient appointments and input data on the Paris/Trust systems.
• Act as first point of contact for service users, carers and staff.
• Manage telephone calls, post, room-booking and reception duties.
• Support waiting list admin and prepare data for audits.

Skills

Communication

Organisational skills

Confidentiality

Customer service

Education

GCSE English / Maths

ECDL or IT qualification

Tools

EPR / electronic patient records

Microsoft Office

Job description

To work as part of a Team and to be responsible for the administration of outpatient clinics, liaising with doctors, service users and professional staff on an ongoing basis. Duties include responsibility for managing outpatient appointments on the Electronic Patient Records (Paris) as per the Booking & Choice Policy; Inputting all relevant clinical data: registering of patient details and continuous updating of patient records, booking all new and follow up clinic appointments and liaising closely with the team secretaries; To manage all calls into the site and appropriately transfer all calls throughout the unit; dealing with visitors to the Unit; distribute incoming mail and manage the outgoing mail; to log faults with Estates and ensuring that the reception area is a tidy and safe environment for all visitors., · The post holder will be responsible for the smooth running of outpatient clinics, ensuring appointments are booked, amended, cancelled and followed up appropriately, and that accurate records are maintained on Trust digital systems. The post holder will support effective service delivery by ensuring clinic administration is completed efficiently and to a high standard. The post holder will act as the first point of contact for service users, carers, visitors and professionals, ensuring all telephone and face-to-face enquiries are managed in a professional, courteous and confidential manner whilst promoting the Trust's corporate image. The post holder will be required to work independently, applying a high degree of confidentiality to all aspects of their work and will be expected to demonstrate self-motivation, good attention to detail, effective organisational skills and the ability to remain calm under pressure. The post holder will be the nominated Fire Marshall and/or First Aider and be expected to meet the requirements of the NHS Knowledge and Skills Framework appropriate outline for the post. All staff should comply with the Trust's Anti-Discriminatory Statement, Employee Charter, Trust Policies and Procedures, Code of Conduct and Equality and Diversity., Responsible for the smooth running of outpatient clinics, generating correspondence to service users and ensuring that all service users receive follow-up appointments where appropriate. · To ensure accurate information is recorded on EPR and other Trust systems and to produce data and reports for audits as required. · Responsible for ensuring that all visitors to the service and all telephone enquiries are dealt with promptly, courteously and professionally, bearing in mind the need for confidentiality and the requirement to promote the Trust's corporate image. · Demonstrate a positive customer care approach and provide a welcoming environment for service users, carers, visitors and professionals. · To act as the first point of contact for the service, responding to enquiries, signposting individuals to the appropriate team or clinician and escalating concerns where appropriate. · To manage outpatient appointment systems, including booking, amending, cancelling and rearranging appointments in line with Trust procedures. · To support waiting list administration and ensure accurate recording of appointments, attendance and clinic outcomes. · To manage clinic outcomes and record information on EPR, with training provided as required. · To undertake diary management associated with outpatient clinics and support the effective use of clinic capacity. · To identify and elevate clinic capacity issues, appointment conflicts or administrative concerns which may affect service delivery. · To sort and distribute incoming post and process outgoing mail in accordance with local procedures. · Responsible for logging building, estates and IT faults with the Helpdesk and escalating unresolved issues to the Site Manager. · To oversee and coordinate the room-booking system within the building. · Responsible for the reception area, ensuring noticeboards, displays and service-user information leaflets are maintained and current. · To administer appointeeship monies in accordance with Trust policies and local procedures and maintain accurate records. · To manage personal alarms, ensuring equipment is available, charged and functioning appropriately. · To maintain a log of staff, visitors and contractors entering and leaving the building in accordance with local procedures. · To arrange patient transport for appointments, admissions and discharges as required. · To maintain accurate electronic and paper-based records in accordance with Trust policies, information governance requirements and data protection legislation. · To update skills as necessary and attend mandatory training relevant to the role. To use initiative within established procedures and manage a defined workload independently, seeking guidance when required To work as part of the Adult Community Mental Health Service and provide a professional Reception and Outpatient Administration service, liaising with clinicians, service users, carers and professional staff on an ongoing basis. The post holder will be responsible for the smooth running of outpatient clinics, ensuring appointments are booked, amended, cancelled and followed up appropriately, and that accurate records are maintained on Trust digital systems. The post holder will support effective service delivery by ensuring clinic administration is completed efficiently and to a high standard., The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

• Good standard of education including GCSE English Language or equivalent.
• Good level of numeracy
• ECDL or equivalent IT qualification, or equivalent experience.
• Willingness to undertake further training and development relevant to the role.
• Experience working within an office, reception, customer service or healthcare administration environment.
• Experience of working with confidential and sensitive information.
• Experience of using electronic record systems and Microsoft Office applications.
• General knowledge of office procedures and administrative systems.
• Evidence of the ability to organise and prioritise workload and respond to frequent interruptions
• Evidence of good communication skills (examples)

Desirable criteria

• Experience of appointment booking, clinic administration or diary management.
• Knowledge of EPR and electronic patient administration systems.

Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission.

Our family of over 4,500 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout