Outpatient appointment receptionist

Cardiff and Vale University Health Board; Hare Street; On-site; GBP 21,000 - 26,000; Full time

Job summary

The Princess Alexandra Hospital NHS Trust is seeking a professional receptionist for the outpatient front desk. You will provide a patient-centred reception across sites and manage the Patient Appointment Service to meet KPIs and high standards of care.

You will communicate politely with patients, relatives and staff, uphold confidentiality and data protection, and ensure bookings, clinic outcomes forms and follow-ups are completed in a timely manner. A calm, professional demeanour is essential.

Qualifications

• GCSE level or equivalent, with administrative experience.
• NVQ Level 2 or equivalent experience in admin/clerical work.
• Experience dealing with the public in NHS or similar environment.
• Knowledge of Choose & Book and Cerner systems.

Responsibilities

• Provide professional, customer-centred reception across sites and desks.
• Operate Patients Appointment Service to meet KPIs and high customer care standards.
• Communicate politely and efficiently with patients, relatives and staff by phone and in person.
• Maintain patient confidentiality and data protection at all times.
• Ensure clinics are booked timely, outcomes recorded and follow-ups scheduled.
• Handle DNA patient follow-ups and maintain related spreadsheets.
• Support accurate entry and updating of patient details in Cerner during booking/admitting.

Skills

Customer service

Reception duties

Telephone etiquette

Confidentiality

Communication

Education

GCSE level

NVQ Level 2 or equivalent

Administrative experience

Tools

Cerner

Choose & Book

Job description

To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required. To provide a Patients Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care. To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to face To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection To ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked , appointments have been outcomed and elevate any concerns To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times To offer 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 at coming to hospital. To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed. To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management, Admitting and discharging patients on Cerner including internal transfers and cancellations in a timely fashion as set by the reception manager Make 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 clinical care episodes Ensure patient details are verified and accurately updated on Cerner during the booking/admitting 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 patients procedure to ensure that the Trust receives the income generated by these patients Preparing case notes appropriately including pre-assessment packs and letters as required,

• To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required.
• To provide a Patient's Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care.
• To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to face
• To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection
• To ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked , appointments have been outcomed and elevate any concerns
• To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times
• To offer 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 at coming to hospital.
• To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed.
• To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management

Main duties of the job

• Work within a team
• May involve Saturday working as we move in a new Direction as a Trust
• No staff to line manage in this position
• This job covers the front desk at St Margarets Hospital in Epping , Herts and Essex in Bishops Stortford and Princess Alexandra hospital. You will need to be able to work at any site and be able to travel there and back.
• At times, patients can be frustrated and raise their voices etc in waiting rooms, please be aware that these types of scenarios may occur and you will need to remain calm and professional, and elevate any issues accordingly to managers and security

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and the manager. All duties must be carried out under supervision or within Trust policy and procedure.

Qualifications

• To GCSE level
• NVQ Level 2 or equivalent experience, Knowledge of an administration system
• Previous clerical experience
• Previous NHS clerical experience dealing with the public
• Knowledge of Choose & Book
• Experience of a specific electronic booking system

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector. This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives. Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences. Join us and help shape the future of care in West Essex., The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave-a national programme that's changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.

This means we're working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives. We're a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences. Join us and help shape the future of care in West Essex.