Outpatient Receptionist E1 1BB
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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 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 UCLPartners, 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;
• 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: Outpatient Receptionist
Clinical academic group: Clinic Support Services
Board/corporate function: CSS
Salary band: Band 2
Responsible to: Outpatients Manager
Accountable to: Service Manager
Hours per week: State total hours a week the role requires 37.5 hours (between the hours of 8am – 6pm)
Location: Post holder may be required to work across sites
Manages: Direct reports: Outpatients Senior Supervisor
Indirect reports: Outpatients Manager
Aim of the role
To provide professional receptionist support to the Trust’s outpatient clinics ensuring the provision of an excellent “front of house” service. In conjunction with the medical and nursing team provide seamless outpatient care for The Trust’s patients ensuring that all patients, relatives and visitors to the Department are dealt with in a courteous manner at all times.
Key working relationships
Health Records staff
Administrative staff throughout the Trust.
Key result areas
Appointments booked and outcomes recorded in real time. Support Supervisor’s with smooth running of reception desk. Maintain high level of customer service. Ensure all data is entered into trust computer systems in real time.
Main duties and responsibilities
• To provide professional receptionist support to designated outpatient clinics.
• To ensure that patients are correctly identified on arrival at clinic.
• To check patient information i.e. address and general practitioner and make any necessary alterations to the patient’s health record and to CRS.
• Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures.
• To record accurately the patient’s attendance at clinic, ensuring that the data relating to time of arrival, time seen, seen by whom and any outpatient procedure codes are accurately recorded on CRS.
• To log all outpatient outcomes promptly for every patient.
• To make follow-up appointments as requested by the clinician within appropriate timeframes.
• To inform clinical staff if appointments cannot be made in accordance with their request.
• To work closely with the nursing teams to keep them informed of any problems with the clinic i.e. late arriving patients.
• To direct patients to diagnostic and support departments i.e. Phlebotomy, Pharmacy.
• To process patients who do Not Attend (DNA) in line with Departmental policy and complete clinic ‘sign off’ promptly.
• To assist with clinic telephone calls and enquires.
• To ensure that all interpreters are booked in a timely manner.
• To ensure that all patients investigation request forms are distributed to the relevant department immediately.
• To ensure that any note that require collection or delivery are stacked and labelled appropriately at the end of each clinic.
• To open and distribute incoming and outgoing mail.
• To undertake any other duties which are commensurate to the grade.
• This position can be based at St Bartholomew’s Hospital, Mile End Hospital or The Royal London Hospital. However, staff may be expected to work under certain circumstances at any of the sites within the Trust
The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the postholder.
The post holder might be required to work across the Trust at any time throughout the duration of his/her contract, which may entail travel and working at different hospital.
Effort, skills and working conditions
Good Keyboard skills and computer skills.
Attention to details no margin for error with inputting data.
Lifting case notes that may be heavy.
Ability to concentrate in busy and noisy areas.
Ability to deal with disruptions caused outside of one’s control
Ability to show compassion with distressed patients and relatives.
Ability to work in a noisy and busy area with little or no windows.
Performance management and appraisal
All staff is expected to participate in individual performance management process and reviews.
Personal development and training
Barts Health NHS Trust actively encourages 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 staffs 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 staffs 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. Staffs 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
As an NHS manager, you are expected to follow the code of conduct for NHS managers (October 2002).
Safeguarding adults and children
Employees must be aware of the responsibilities placed on them to maintain the wellbeing and protection of vulnerable children and adults. If employees have reason for concern that a patient is ‘at risk’ they should escalate this to an appropriate person i.e. line manager, safeguarding children’s lead, matron, ward sister/change nurse, site manager, consultant
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.
Qualifications and knowledge
Educated to GCSE level
Numerate and Literate
Previous experience in a similar capacity
Good Telephone Manner
Personal and people development
Ability to listen and assist with concerns E
Communication Good Telephone Manner
Interpersonal and effective oral commutations skills
Ability to work in a professional manner
Confident and Outgoing
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