Outpatients Receptionist

University Hospitals of North Midlands NHS Trust; Stoke-on-Trent; On-site; GBP 10,000 - 40,000; Full time

Job summary

A prominent healthcare institution in Stoke-on-Trent seeks a talented individual for reception duties. The role focuses on excellent patient interactions, managing appointments, and communicating effectively. You will be responsible for ensuring a smooth patient journey and assisting with inquiries. The institution prides itself on its facilities and employee development, fostering an inclusive environment for all staff. This position plays a key part in delivering quality care to the community.

Responsibilities

• Undertake reception duties for patients and departments.
• Handle appointment queries and provide information.
• Communicate using the self-check-in system Savience.
• Complete outcome forms and manage follow-up appointments.
• Record patient interactions for changes in their appointments.

Job description

University Hospitals of North Midlands is currently unable to provide sponsorship for this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role; however, it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa. You must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

To welcome patients, carers, relatives, visitors and other health care staff to the Outpatient department in a polite, courteous and professional manner. To ensure you are patient focused at all times and always greeting patients with a smile, that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective.

• Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary. The post holder may be required to notify patients of any delay on clinic.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
• Responsible for completing outcome forms and actioning follow up appointments where necessary.
• Gain knowledge of Outpatient procedures.
• Ensure that appointments are appropriately booked on the Choose and Book, Careflow/CRIS systems as appropriate.
• Deals with enquiries where there may be barriers to understanding.
• Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
• Ensure the health records are complete for clinic and will provide any information to capture patient pathway and coding information.
• Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
• Resolves issues relating to appointments, clinics, directions or any general enquiries.
• Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we’re highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co‑created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

For further details / informal visits contact:
Name: Chabala Kapoya
Job title: Reception Supervisor
Email address: [e-mail]
Telephone number: 01782 675154
Colleen Johnson - 01782 676154
Chabala Kapoya- 01782 676154