Outpatient Receptionist Apprentice

To provide a first-class reception service to patients attending Outpatient services at the Trust, contributing to the overall efficient and effective running of all designated clinics. Greet patients attending the Outpatient department in a warm and friendly manner and act as the first physical point of contact.

• Support patients to use digital self check-in and appointment system, either physically or remotely
• Assisting patients with additional needs, including those with limited digital skills
• Ensure an effective and efficient reception service is provided to patients accessing the Outpatient department
• Monitoring check-in systems to ensure patients are recorded accurately
• Maintaining and updating patient records on the Patient Administration System (PAS/Cerner), ensuring demographic and GP information is correct
• Accurate data capture is essential to ensure patients and GPs receive correct communications, reducing the risk of missed or delayed care
• Coordinating patient flow and supporting clinic efficiency
• Signpost and direct patients attending Outpatient appointments and also patients who may not have attended the correct area in the hospital
• Liaising with clinical teams to minimise delays and support service delivery
• Being responsible for opening and locking up premises and maintaining security in line with Trust Policy
• Ensuring booking of appointments are completed based according to clinical urgency, clinician direction, and RTT targets
• Booking from Cerner Requests lists and following Trust agreed admin workflows for DNA rescheduling
• Monitoring the check out status of patients at the end of clinics
• Escalating any un-outcomed patients to both service managers and the management team within the Booking and Request List team
• Actively meeting any KPI’s and targets set by the Booking and Request List management team
• Ensuring correct use of Cerner Request lists to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments
• Supporting the training of all new Reception staff with support from the Receptionist Supervisors
• Identifying unutilised clinic capacity and escalating this to the reception Supervisors and Booking and Request list Coordinator
• Escalating lack of clinic capacity issues to management team
• Providing a professional and welcoming appearance for patients at reception by adhering to the Outpatients Uniform Policy
• Utilise current EPR PAS system along with any future digital solutions and service developments introduced within the department
• Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trust’s Patient Access Policy
• Attending additional training as required by the Booking and Request List management team. When required and as agreed by the Reception Supervisors or Bookings Manager to work outside of normal working hours; this will be only to cover and meet the needs of the department
• There will be a considerable amount of liaison with all members of staff within the hospitals as well as contact with the general public, it is therefore essential that individuals adopt a courteous, friendly and professional manner at all times
• Participating in mandatory training and induction programmes as well as staff appraisal and objective setting
• Any other administrative duties that Senior management deem appropriate

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Administrative skills
• Logical
• Team working
• Initiative
• Patience

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)