Outpatients Receptionist

University Hospitals of North Midlands NHS Trust; Stoke-on-Trent; On-site; GBP 23,000 - 28,000; Part time

Job summary

An established industry player in healthcare is seeking a dedicated Outpatients Receptionist to join their team. In this role, you will be the first point of contact for patients, ensuring a welcoming and efficient experience. You will manage reception duties, handle appointment queries, and maintain accurate health records while utilizing various Trust systems. This part-time position offers an opportunity to contribute to patient care in a supportive environment, where your skills will make a meaningful impact. Join a team that values inclusion and professional development, and help deliver high-quality services to the community.

Qualifications

• NHS experience or reception background is essential.
• Must possess basic IT skills and customer service training.

Responsibilities

• Welcome patients and manage reception duties effectively.
• Handle appointment queries and maintain health records accurately.
• Encourage use of self-check-in systems and resolve issues.

Skills

Basic computer/IT skills

Customer Service Training

Tools

Choose and Book

Savience

Iportal

Filefast

Careflow/CRIS

Job description

Main area: Outpatients Receptionist

Grade Band: 2

Contract: 12 months (Fixed Term)

Hours: Part time - 16.5 hours per week (Mon-Fri 8.00-17.00)

Job ref: 205-6532756-B

Employer: University Hospitals of North Midlands NHS Trust

Employer type: NHS

Site: Royal Stoke

Town: Stoke-On-Trent

Salary: £23,615 Pro Rota

Salary period: Yearly

Closing: 31/12/2024 23:59

Job Overview

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. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient-focused, efficient, and effective. Incorporating use of all the Trust's systems including: Choose and Book, Savience, Iportal, Filefast, and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.

Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services and the achievement of Cancer and RTT targets, whether in a supportive role or in terms of providing hands-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust’s Access Policy and Standard Operating Procedures.

Main Duties of the Job

• Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards, and departments, referring to a supervisor when necessary.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent), and external and internal bodies.
• Communicate and encourage 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.
• Deal 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 provide any information to capture patient pathway and coding information.
• Answer telephone queries from patients and relatives and ensure all patient demographics are correct on any contact with patients.
• Resolve 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.

Working for Our Organisation

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.

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 creates and encourages 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.

Person Specification

Knowledge, Skills

• Basic computer/IT skills
• Customer Service Training

Experience

• NHS Experience/Reception

Personal

• Honest and trustworthy and able to maintain strict confidentiality at all times
• A positive ‘can do’ attitude combining an enthusiastic and intelligent approach to work

Important Information About Your Application

• All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
• References - please ensure you provide email addresses for all referees for the last three years of employment.
• We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith, or sexual orientation. Appointment will be based on merit alone.
• Flexible working will be considered in line with Trust policies.
• New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.

If you would like support completing an application form, please contact the recruitment department on 01782 675533 where one of our trained assistants will be able to help.