Front Desk Receptionist
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Barts Health NHS Trust is one of Britain’s leading healthcare providers and the largest trust in the NHS. It was created on 1 April 2012 by bringing together three trusts: Barts and The London NHS Trust, Newham University Hospital NHS Trust and Whipps Cross University Hospital NHS Trust. The new trust has a turnover of approximately £1.1 billion and approximately 15,000 employees.
Together our hospitals – Newham University Hospital in Plaistow, St Bartholomew’s (Barts) in the City, The Royal London in Whitechapel, The London Chest in Bethnal Green and Whipps Cross in Leytonstone – deliver high quality clinical care to the people of east London and further afield.
The hospitals offer a full portfolio of services that serve the needs of the local community, and are home to some of Britain’s leading specialist centres including cancer, cardiac, trauma and emergency care. Barts Health also has one of the UK’s busiest children’s hospitals and internationally renowned surgical facilities.
Our vision is to create a world-class health organisation that builds on strong relations with our partners and the communities we serve – one dedicated to ending the historic health inequalities in east London. We will build an international reputation for excellence in patient care, research and education. And as members of UCL Partners, the largest academic health sciences system in the world, we will ensure that our patients are some of the first in the country to benefit from the latest drugs and treatments.
We are looking for the best talent to lead our ambitious new healthcare organisation. In return, the Barts Health will provide unsurpassed professional development opportunities, enabling investment in a range of new initiatives that would mean:
• doctors and nurses in training will be able to gain experience in different hospitals along the whole patient pathway;
• there would be greater opportunity for career progression – we could retain good staff who might otherwise leave to gain promotion;
• becoming world-class will enable us to recruit some of the best doctors and researchers in the world – who can share their knowledge and experience;
• success breeds success. An organisation that is recognised as a world-leader will find it easier to recruit more staff, meaning we can work to reduce the number of persistent vacancies;
• joining forces with other partners in an Academic Health Science System will mean that staff would be better able to secure funds and pool their talents to develop new technology, techniques and treatments.
Job title: OPD Front Desk Receptionist
Clinical academic group: CSS
Board/corporate function: TBC
Salary band: Band 2
Responsible to: OPD Supervisor
Accountable to: OPD Service Manager
Hours per week: State total hours a week the role requires 37.5
Location: Whipps Cross Hospital
Job purpose To provide booking services for patients, their relatives and carers, and hospital staff attending the Outpatient Department. To ensure all appointments are booked appropriately and written confirmation sent to the patient. To ensure that patient information is recorded on the Patient Administration System (PAS) in a timely and accurate fashion. In May 2014 we will be changing the PAS system to CRS (Care Records Service).
Key working relationships
• Medical Records Clerks
• Front of House
• Clinic Managers
• OPD Receptionists
• OPD supervisors
• OPD Business Manager
• Medical Secretaries
Key result areas
• All patients will receive an appointment date within 10 working days
• Patients will be able to get through to a person who can book their appointment within 60 seconds of calling the outpatient booking line
• Patients will always have a phone number of a person who can help them navigate their journey
• 90% of patients will see a healthcare professional within 30 minutes of their appointments time
• Outpatient summary note of patients consultation will be sent to patients and their GPs within five working days
• 95% of patients would recommend the service to friends or family
• 25% overall reduction in outpatient complaints
• Complaints regarding environment should be reduce by 50%
Main duties and responsibilities
To provide a clerical service in the Appointments Department.
1. To make follow up outpatients appointments using the PAS system.
2. To verify registration details and update patient details on the Patient Administration System (PAS) as necessary. By May 2014 we will be changing from PAS to CRS (Care Records Service).
3. Print clinic attendance lists for all Outpatient clinics.
4. Dealing with various telephone enquires from patients, GPs and other members of staff regarding appointment times and dates.
5. Liaise with clinic receptionists, clinic managers, admissions as necessary.
6. Be aware of patient confidentiality at all times.
7. Make appointments from one speciality to another.
8. Ensure all relevant information is passed to Clinic Managers, Receptionists, Two Wait Week Team, Choose and Book and other relevant staff to enable the patient’s attendance at the hospital. E.g. flagging up an interpreter and transport.
9. To attend meetings as appropriate to assist in the modernisation of the outpatient service, to ensure that a high standard quality service is provided to the patients. E.g. informal office meetings with office manager, supervisor and line manager.
10. To act and maintain safe and correct standards of practice and procedure.
11. To act in accordance with all Barts Health NHS Trust and local department policies and procedures at all times.
12. To undertake any other duties appropriate to the grade as delegated by Outpatient Supervisory staff and the Outpatient Service Manager.
13. To comply with all legal requirements including Data Protection, Computer misuse, Software Licensing Acts and IM & T Security Standards.
14. To wear their Trust identity badge at all times.
15. Scanning or photocopying as necessary.
16. Booking British Sign Language interpreters for patients with hearing disabilities.
-Completing the BSL interpreting form and e-mailing the information to the relevant persons
The post holder must at all times carry out duties and responsibilities with due regard to the Trust’s equal opportunities policies and procedures.
The post holder must ensure that personal information for patients, members of staff and all other individuals is accurate, up-to-date, kept secure and confidential at all times in compliance with the Data Protection Act 1998, the Caldicott principles and the common law duty of confidentiality.
The post holder must follow the record keeping guidelines established by the Trust to ensure compliance with the Freedom of Information Act 2000.
The post holder is expected to take responsibility for self-development on a continuous basis, undertaking on-the-job and other training as required.
The post holder is required to familiarise him/herself with and comply with the Trust’s policies and procedures.
The post holder must be aware of individual responsibilities under the Health and Safety at Work Act and identify and report, as necessary, any untoward accident, incident or potentially hazardous environment.
All staff must ensure that they comply with the Trust’s Infection Control policies and procedures and undertake relevant training for any deficit in their practice and knowledge. Staff must take personal responsibility for their own actions in relation to infection prevention and control practices during their day to day work.
The post holder is expected to develop IT skills.
The post holder may be required to undertake duties at any location within the Trust, in order to meet service needs.
This job description is intended as a guide to the main responsibilities of the post and not as an exhaustive list of duties and tasks. The post holder may be required to undertake other duties appropriate to his/her grade, which are not listed above, at the direction of his/her manager. The job description may be amended from time to time after consultation with the post holder.
The Trust operates a No Smoking Policy.
Effort, skills and working conditions
Physical skills The postholder is required to be able to use a computer. The postholder should be able to use PAS and a range of Microsoft packages.
The postholder must be able to speak a good level of English and must be able to read and write to give clear instructions with regards to appointments.
Physical effort The postholder must be flexible and able to between the hours of 8:00 am and 18:00 pm
Mental effort The postholder should have a high level of concentration and be able to work around interruptions.
The postholder will need to meet deadlines and targets.
Emotional effort The postholder should be able to deal with patients on a daily basis and remain professional at all times.
Working conditions The post holder may, at times, have to deal with aggressive, upset or frustrated patients and remain calm at all times.
Performance management and appraisal
All staff are expected to participate in individual performance management process and reviews.
Personal development and training
Barts Health NHS Trust actively encourage development within the workforce and employees are required to comply with trust mandatory training.
Barts Health’s education academy aims to support high quality training to NHS staff through various services. The trust is committed to offering learning and development opportunities for all full-time and part-time employees.
No matter where you start within the NHS, you will have access to extra training and be given every chance to progress within the organisation. You will receive an annual personal review and development plan to support your career progression and you will be encouraged to develop your skills and experience.
Health and safety at work
The postholder has a duty of care and personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in infection prevention and control (IP&C) and be compliant with all measures required by the trust to reduce HCAIs. All post holders must comply with trust infection screening and immunisation policies as well as be familiar with the trust’s IP&C policies, including those that apply to their duties, such as hand decontamination, personal protective equipment, aseptic techniques and safe disposal of sharps.
All staff must challenge noncompliance with infection, prevention and control policies immediately and feedback through the appropriate line managers if required.
Confidentiality and data protection
All employees are expected to comply with all trust policies and procedures related to confidentiality and data protection and to work in accordance of the Data Protection Act 1998. For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training (e.g. HISS induction, organising refresher sessions for staff when necessary).
Conflict of interest
The trust is responsible for ensuring that the service provided for patients in its care meets the highest standard. Equally it is responsible for ensuring that staff do not abuse their official position for personal gain or to benefit their family or friends. The trust’s standing orders require any officer to declare any interest, direct or indirect with contracts involving the trust. Staff are not allowed to further their private interests in the course of their NHS duties.
Equality and diversity
The trust values equality and diversity in employment and in the services we provide. It is committed to promoting equality and diversity in employment and will keep under review our policies and procedures to ensure that the job related needs of all staff working in the Trust are recognised. The Trust will aim to ensure that all job applicants, employees or clients are treated fairly and valued equally regardless of sex, marital status, domestic circumstances, age, race, colour, disablement, ethnic or national origin, social background or employment status, sexual orientation, religion, beliefs, HIV status, gender reassignment, political affiliation or trade union membership. Selection for training and development and promotion will be on the basis of the individual’s ability to meet the requirements for the job.
You are responsible for ensuring that the trust’s policies, procedures and obligation in respect of promoting equality and diversity are adhered to in relation to both staff and services.
NHS managers’ code of conduct
If applicable as an NHS manager, you are expected to follow the code of conduct for NHS managers (October 2002).
If you have responsibility for a budget you are expected to operate within this and under the trust’s standing financial instructions (available in the intranet’s policies section ) at all times.
Barts Health values based leadership
Our leaders ensure a focus on health where patients are at the centre of all we do. They work to create a culture where innovation is promoted and encouraged. They lead by example and demonstrate value based decision making as being integral to the ways of working within the Trust.
Barts Health leaders are role models who demonstrate those attitudes and behaviours which will make us unique. Our leaders are passionate about delivering high quality patient care, take pride in the work that they do to and are committed to the delivering the Barts Health NHS Trust 10 pledges of:
1. Patients will be at the heart of all we do.
2. We will provide consistently high quality health care.
3. We will continuously improve patient safety standards.
4. We will sustain and develop excellence in research, development and innovation.
5. We will sustain and develop excellence in education and training.
6. We will promote human rights and equalities.
7. We will work with health partners to improve health and reduce health inequalities.
8. We will work with social care partners to provide care for those who are most vulnerable.
9. We will make the best use of public resources.
10. We will provide and support the leadership to achieve these pledges.
Our leaders are visible leaders who believe in spending time listening and talking our staff, patients and partners about the things that are important to them and the changes they would like to make to continuously improve patient care.
Barts Health leaders work with their teams to develop organisational values, embed them in our ways of working and create the cultural changes required to ensure that we consistently provide an excellent patient experience, regardless of the point of delivery, in an environment where people want to work, regardless of where they work or what they do.
Post OPD New Appointments Clerk Band 2
Essential defines the minimum criteria needed to carry out the job and the job cannot be done without these.
Desirable refers to criteria which are not essential and which successful applicants would be expected to acquire during their time in post. The desirable requirements are not taken into consideration in a job evaluation panel.
Essential = E
Desirable = D E or D Application form Interview
Qualifications and knowledge Must have knowledge of PAS System
Must have experience in working with the general public.
Must has at least 1 years experience within the NHS.
Skills Must have Team Working and people skills
Must be able to work well under pressure and tight deadlines
Personal and people development
Must be approachable
Must be a motivated self starter
Communication Must have good English skills (Written and Spoken)
Must have an excellent telephone manner E
Must be able to prioritise
Must be flexible to cover other areas E
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