Receptionist
Job summary
The ideal candidate will have strong communication skills, the ability to prioritise and multitask, as well as demonstrable administrative experience. We use a variety of different systems, so being confident in IT and with the ability to pick new things up quickly would be advantageous.
You will be joining a fast-paced and changing environment using a range of clinical systems and Microsoft packages. A working knowledge of Microsoft Office packages, including Word, Excel and Outlook will be essential. Knowledge of the Trust systems such as eCare, ESR and Open Eyes would be an advantage, however training would be given in respect to any training needs.
You should have a flexible approach to working hours and duties and the ability to think creatively. Experience of working to deadlines, on your own initiative and maintaining strict confidentiality are also essential.
Sometimes we are contacted by individuals who may be distressed or upset, the ability to deal with such situations confidently and sensitively is vital.
Main duties of the job
Working as part of the reception team you will be responsible for greeting patients at reception, checking and updating personal details while maintaining patient confidentiality. Using ESR and other relevant booking systems you will arrange follow-up appointments and update details accurately and efficiently. You'll have excellent communication skills and will deal appropriately with enquires both by telephone and in person.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Please see job description for full details.
- To develop and maintain effective working relationships with all Trust staff including clinicians, nursing staff and medical secretaries to provide an accurate, efficient, professional and seamless service to patients and visitors.
- To ensure patient case notes and clinic lists are available before the commencement of the clinic.
- To check patient details are correct and amend or update details on the appropriate Patient System and in case notes, when necessary, in accordance with standards set by Information Governance.
- Reception Function:
- To greet every patient in a pleasant, professional and calm manner, directing the patient to the appropriate area.
- To encourage patients in a polite manner to use self-check in machines where applicable, assisting as appropriate.
- To deal with patients in a polite and respectful manner complying with their requests where possible and where it is not possible to deal with them with dignity and respect.
- To be responsible for placing patients on the outpatient follow up waiting lists, for making follow up appointments ensuring effective and efficient use of all clinic slots and to ensure that all patients data is recorded accurately.
- To ensure that clinic outcomes, including attendance, DNAs and their pathway status.
- To adhere to the Trust Access Policy
- To assist with changes to workflows with new systems implemented.
- To liaise closely with Patient Appointment Centre (PAC) to ensure effective communication with regards to the appointments system.
- To be able to prioritise and demonstrate good time management.
- To complete any administrative duties to a high standard as required, taking, recording and acting upon telephone messages and requests in a polite and helpful manner.
Person Specification
Education and qualifications
- Maths and English to GCSE A-C or equivalent
- Medical terminology knowledge
Experience and knowledge
- Experience of working within a team-based environment
- Reception Experience
- Clerical experience
- Previous work within hospital or caring environment, preferably with families, mothers and babies.
- Experience of working with Excel.
Skills and abilities
- IT skills
- Ability to work in a busy environment
- Polite and efficient manner
- An ability to prioritise.
- Interpersonal skills
- Time management
- Ability to analyse
Personal qualities
- Team player
- Flexible approach to working hours/duties
- Analytical and conscientious approach to work
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 details
Employer name
West Suffolk NHS Foundation Trust
Address
West Suffolk NHS Foundation Trust
Hardwick Lane
Bury St. Edmunds
IP33 2QZ
United Kingdom
Employer's website
https://www.wsh.nhs.uk