Job Description

1. To welcome, receive, advise and assist patients and visitors to the Hospital and direct them, when necessary, to the appropriate department in a caring, approachable and pleasant manner, appreciating the fact that this is the first point of contact, and making the visitor feel welcomed is essential.

2. To respond to phone calls from all customers (internal and external) in a caring, approachable and pleasant manner. This will include the answering of incoming calls to the hospital, transferring calls to the appropriate department and advising the customer on various topics regarding appointments and procedures. Similar to point 1, this can also be a first point of contact, and customer service and customer care is essential in how you communicate and make the caller feel.

3. To raise invoices for outpatient charges and consultant fees, maintaining accurate records of payments received, always adhering to the customer friendly behaviour.

4. To chaperone patients to the ward and wherever required as this is an important part of patient engagement, and making a patient feel safe, comfortable and welcomed is essential.

5. To performing the daily guest list checks, ensuring that the manual guest list matches the information stored on Compucare. Ensure Compucare is updated to reflect any changes to length of stay.

6. To be able to make theatre bookings, using the theatre diary and Compucare and to have the relevant knowledge of for example, duration of procedures and consultant practices.

7. To accept and process bookings for outpatient clinics and assist in the setting up of these clinics in whichever capacity is required by the clinical staff or consultants.

8. To use the Compucare system in the preparation of paperwork for the admission and discharge of patients. Liaise with theatre, wards and patients’ accounts department regarding admission and discharge of patients.

9. To assist with the preparation of paperwork required for both inpatient and outpatient appointments, including cancellations and clinic lists and liaising with both clinical and administrative departments.

10. To undertake administrative duties to include filing, preparing lists, referral letters and retrieval of patient notes, ensuring that all records and statistics are kept up-to-date.

11. To be responsible for ensuring all relevant enquiries referring to the Customer Service department are handled efficiently and effectively, liaising with patients, Consultants and other relevant hospital staff to maximize clinic usage.

12. Preserve the confidentiality of patient information. You will be working with and have access to highly confidential information and the need to respect this confidentiality is of the utmost importance.

GENERAL:

13. To participate in a range of quality audits e.g. HAP, Investors in People, etc.

14. To provide a safe environment for the safety and welfare of patients and staff by complying with: -

· Health & Safety At Work Act

· Fire Prevention and Management

· COSHH

15. To participate in the hospital annual appraisal scheme.

Required Knowledge, Skills, and Abilities