Job Description

You must be able to remain calm under pressure and recognize the importance of providing an excellent front-of-house service. It is also essential that the post holder ensures all enquiries from patients and service users are efficiently and courteously handled in line with the Trust’s values of learning, respect, delivery, excellence, compassion, and improvement. The reception teams are our window the Trust and are therefore another essential part of our family. Full training will be given on using our systems and you will have an opportunity to progress your career within an organization that strives to deliver excellence in all it does.
To provide a professional and efficient reception service to the directorate, ensuring that all patients and visitors are welcomed to the department in an appropriate manner whilst adhering to the Trust policies, data quality and information governance. To provide a professional, comprehensive and effective administration support service to the administrative teams, nursing and the wider medical teams.
RESPONSIBILITIES:

• To greet patients at reception in a helpful, polite and efficient manner and demonstrate high levels of customer care.
• To be an ambassador for customer care within the Trust.
• Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff.
• Check all demographic details for patients on arrival, updating these appropriately whilst adhering to the Trust policies for data protection, information governance and patient confidentiality.
• Register patient’s attendance on EPR in real-time.
• Deal with enquiries in a sympathetic and professional manner using tact and diplomacy when dealing with anxious patients and relatives.
• To adhere to correct manual handling procedures and policies at all times.
• To book follow up appointments accurately ensuring that the correct referral to treatment (RTT) status is recorded in accordance with Trust guidelines.
• To ensure that special requests for additional support in clinics such as interpreters or sign language services are dealt with timeously.
• To ensure that all reception clinic lists are available, up to date and accurate, recording all late bookings, cancellations and DNA’s appropriately.
• To ensure patients are checked in and out of clinic and future appointments are made on the day of attendance wherever possible and to ensure outpatient procedure activity is captured from outcome forms using the HIM chart coding function in EPR.
• Ensure that patients are kept informed of waiting times for outpatient and diagnostic appointments, advising of any problems as and when they arise.
• To ensure that all patients’ notes are present and prepared the day before the clinics, highlighting any notes that are missing to relevant line manager for each clinic.
• To arrange return transport for patients attending appointments at the request of the senior nurse or Arriva and Oxford Ambulance.
• Escort patients to their clinic room if required to do so.
• To make sure the relevant reception areas within the Directorate are kept tidy and in good repair, with any defects being reported to the relevant line manager.
• To work flexibly in terms of location across John Radcliffe Hospital and Churchill Hospital, as necessary, to cover peaks and troughs of work across the Directorate.
• To be able to priorities your workload and work with minimal supervision.
• Guided by standard operating procedures
• To undertake further training as and when required.

Required Knowledge, Skills, and Abilities