Ward Receptionist - Max facs

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 27,000 - 29,000; Full time

Job summary

Royal Surrey NHS Foundation Trust is seeking a proactive reception administrator for the Maxillofacial Department to provide friendly, patient-centred front-of-house support. You will manage appointments, handle calls, and coordinate with clinical teams to keep day-to-day operations running smoothly.

This fixed-term, full-time role requires excellent interpersonal skills, confidentiality and experience using Cerner and eRS, with a calm, methodical approach to answering queries and supporting

Qualifications

• Good general standard of education to GCSE level or equivalent including English.
• Previous experience working within a busy administration environment.
• Previous experience of dealing with the general public.
• In depth knowledge of Cerner & eRS.
• Working in an office environment.

Responsibilities

• To support the Maxillofacial and Orthodontic Department with with booking, cancelling and rescheduling appointments in accordance with SBU [Speciality Business Units] guidance.
• To communicate appointment details with patients written, verbal or other (Text) in regard to managing SBU clinic templates.
• Record referral information accurately, update, manage and retrieve patient information on Cerner and e-Referrals Service/REGO in a timely manner.
• To support the Nursing Team and Maxillofacial Cancer Navigator and Clinic Co-ordinators to deliver high levels of Outpatient Clinic utilisation.
• Meet departmental targets relating to the work completed that is accurate.
• Act as a point of contact for internal and external enquires.
• To deal with patients in a mature manner when speaking to them on the phone or in person. This may sometimes involve dealing with distressed patients and a sensitive and re‑assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
• To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
• The post holder requires referrals knowledge to be able to recognise inaccuracies in referrals (including ERS/REGO) and act appropriately. The post holder will need to maintain working knowledge of eRS in an environment where change is constant
• The post holder will operate in a large team and will be monitored against set performance targets and KPIs

Skills

Interpersonal skills

Calm demeanor

Education

GCSE level including English

Tools

Cerner

eRS

REGO

Job description

An exciting opportunity has arisen for a dynamic individual to join our growing Maxillofacial Department. We are looking for someone with excellent interpersonal skills and a calm and methodical approach to provide administrative support on our Reception.

As the first point of contact for our patients, clinics, and visitors, you will play a vital role in delivering a welcoming, efficient, and compassionate service. You will work closely with our consultant and clinical teams to ensure the smooth day-to-day running of the department's front-of-house operations.

Main duties of the job

The administration role will involve working across multiple systems (Email, E-Referrals, REGO, Cerner, phone calls, mailing systems) to manage patient appointments in accordance with local procedures and national policies.

The role will include telephone duties by receiving incoming telephone calls and answer phone messages. You will be responsible for managing the reception desk, this will be an in person patient facing role assisting patients and visitors with their enquires.

• Recording patient demographic and referral information accurately
• Being polite, professional and empathetic when speaking to patients on the telephone or face to face
• Using initiative to be able to problem solve and answer queries as they arise, using digital means of communication, telephone or face to face

About us

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

The Care Quality Commission (CQC) have given us an overall rating of Outstanding.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.

A video about the Royal Surrey - https://www.youtube.com/watch?v=R96pMboIYdo

Job responsibilities

Please see the attached Job Description and Person Specification

Both departments core hours include weekends and lates. From 7am - 20:00pm

Some of the key duties listed below

• To support the Maxillofacial and Orthodontic Department with with booking, cancelling and rescheduling appointments in accordance with SBU [Speciality Business Units] guidance.
• To communicate appointment details with patients written, verbal or other (Text) in regard to managing SBU clinic templates
• Record referral information accurately, update, manage and retrieve patient information on Cerner and e-Referrals Service/REGO in a timely manner
• To support the Nursing Team and Maxillofacial Cancer Navigator and Clinic Co-ordinators to deliver high levels of Outpatient Clinic utilisation
• Meet departmental targets relating to the work completed that is accurate
• Act as a point of contact for internal and external enquires
• To deal with patients in a mature manner when speaking to them on the phone or in person. This may sometimes involve dealing with distressed patients and a sensitive and re‑assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
• To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
• The post holder requires referrals knowledge to be able to recognise inaccuracies in referrals (including ERS/REGO) and act appropriately. The post holder will need to maintain working knowledge of eRS in an environment where change is constant
• The post holder will operate in a large team and will be monitored against set performance targets and KPIs

Person Specification

Qualifications

• Good general standard of education to GCSE level or equivalent including English

Knowledge

• Previous experience working within a busy administration environment
• Previous experience of dealing with the general public
• In depth knowledge of Cerner & eRS
• Working in an office environment

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.

Employer name

Royal Surrey NHS Foundation Trust

Address

Royal Surrey County Hospital NHS Foundation Trust

£27,106 to £28,850 a yearper annum (pro rata) including High Cost Area Supplement (HCAS)

Contract

Fixed term

Duration

24 months

Working pattern

Full-time

Reference number

384-AR-EMF21678

Job locations

Royal Surrey County Hospital NHS Foundation Trust