Job summary
PREVIOUS APPLICANTS NEED NOT APPLY
An exiting opportunity has arisen for a dynamic and customer focused receptionist at University Hospital Lewisham.
We are looking for highly motivated, organised, enthusiastic people to join our team, who strive to do the very best in providing an efficient, welcoming and quality service for our patients.
It is essential that you have the ability to think on your feet and work well under pressure. You will need to have previous experience in customer service, basic IT skills, but a willingness and aptitude to learn new systems
Please note that this vacancy may close early if a high volume of applicants are received. Please apply early to avoid disappointment.
Main duties of the job
To provide a professional, customer centred receptionist service to patients attending the Outpatient areas at lewisham Hospital. The role is based at Lewisham Hospital, but maybe required to be flexible in terms of location, which could be across all sites QE and community as operationally required.
You will be the first line of contact for patients attending clinical treatment and will be expected to conduct a professional, freindly service in line with the Trust values, maintaining the privacy and dignity of the patient at all times.
You will offer the patients a warm, friendly and helpful experience and inform the patient of the next step of their journey, including any issues that may delay that process.
You will need to have a calm attitude at all times, being aware and having an understanding of patients' worries and concerns coming to hospital.
You will be required to check-in & check-out patients arriving, and departing, completing accurate outcomes for those who require follow up appointments. Ensuring the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.
PREVIOUS APPLICANTS NEED NOT APPLY
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development Widening access (anchor institution) and employability Improving the experience of staff with disability Improving the EDI literacy and confidence of trust staff through training and development Making equalities mainstream Date posted
09 February 2024
Pay scheme
Agenda for change
Band
Band 2
Salary
£22,383 a year per annum plus HCAS
Contract
Permanent
Working pattern
Full-time
Reference number
197-UT4845
Job locations
University Hospital Lewisham
Lewisham High Street
London
SE13 6LH
Job description Job responsibilities
Job Summary:
To provide a professional, customer centred receptionist service to patients attending the Outpatient areas across all sites and all reception desks as operationally required.
Key Result Areas & Performance:
To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.
To be the first line of contact to the public face of the Trust for patients attending clinical treatment.
To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.
To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.
To maintain a calm attitude at all times, being aware of patients worries and concerns coming to hospital.
To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.
Main Duties/Responsibilities:
To arrive, depart, book follow up appointments and cancellations on the Trusts iCare system in a timely fashion
To book follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinic.
Ensure the accurate entry and up-date of patient details and patient hospital episodes.
To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.
To check case note availability prior to clinic, escalating to the appropriate teams for missing records.
To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)
To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.
To participate in the PDR process to ensure personal skills are enhanced.
To comply with 18 week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Supervisor to ensure a high quality service delivery.
Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.
Receive internal and external telephone enquiries with regard to all Outpatient matters.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.
A formal performance review takes place on a yearly basis where objectives are agreed and reviewed in line with the performance management system
The post holder will record parting activity of the RTT status in line with the Access Policy.
Partnerships
Excellent telephone and face to face manner with patients
The post holder is required to have excellent interpersonal skills with senior members of staff, multi-disciplinary teams, service managers and secretaries
To provide effective and time communication with all staffing teams within the Trust
To liaise with relevant clinical teams to ensure the quality of data collected is accurate
To build good working relationships with medical records staff, ward staff and operational teams.
Named contact point, liaising with patients and relatives, as well as GPs/other hospitals, nursing staff, medical staff and support services to ensure that the outpatient pathway is appropriately planned and managed
To deal with enquiries from all service users in a helpful, courteous and diplomatic manner
Main working relationships with the following groups face to face, electronic and by telephone:
Internal
Service Mangers
Booking Teams
Secretaries
Multi-disciplinary Teams
Consultants
Nurses
External
GP Surgeries
Private Providers
Care Homes
Other NHS Trusts
Job description Job responsibilities
Job Summary:
To provide a professional, customer centred receptionist service to patients attending the Outpatient areas across all sites and all reception desks as operationally required.
Key Result Areas & Performance:
To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.
To be the first line of contact to the public face of the Trust for patients attending clinical treatment.
To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.
To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.
To maintain a calm attitude at all times, being aware of patients worries and concerns coming to hospital.
To ensure the booking processes are followed accurately and in a timely manner, and all clinic outcome forms and reconciliations, and close of business processes are completed.
Main Duties/Responsibilities:
To arrive, depart, book follow up appointments and cancellations on the Trusts iCare system in a timely fashion
To book follow up appointments/review clinic entries for patients in the Outpatient areas, and ensure Clinic Outcome forms are completed at the end of every clinic.
Ensure the accurate entry and up-date of patient details and patient hospital episodes.
To ensure patient details are verified and accurately updated on iCare during the arrival and departure process.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients.
To check case note availability prior to clinic, escalating to the appropriate teams for missing records.
To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)
To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.
To participate in the PDR process to ensure personal skills are enhanced.
To comply with 18 week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Supervisor to ensure a high quality service delivery.
Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.
Receive internal and external telephone enquiries with regard to all Outpatient matters.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.
A formal performance review takes place on a yearly basis where objectives are agreed and reviewed in line with the performance management system
The post holder will record parting activity of the RTT status in line with the Access Policy.
Partnerships
Excellent telephone and face to face manner with patients
The post holder is required to have excellent interpersonal skills with senior members of staff, multi-disciplinary teams, service managers and secretaries
To provide effective and time communication with all staffing teams within the Trust
To liaise with relevant clinical teams to ensure the quality of data collected is accurate
To build good working relationships with medical records staff, ward staff and operational teams.
Named contact point, liaising with patients and relatives, as well as GPs/other hospitals, nursing staff, medical staff and support services to ensure that the outpatient pathway is appropriately planned and managed
To deal with enquiries from all service users in a helpful, courteous and diplomatic manner
Main working relationships with the following groups face to face, electronic and by telephone:
Internal
Service Mangers
Booking Teams
Secretaries
Multi-disciplinary Teams
Consultants
Nurses
External
GP Surgeries
Private Providers
Care Homes
Other NHS Trusts
Person Specification Qualifications & Training Essential
- Educated to GCSE Level, NVQ Level 2 or equivalent, or previous experience of working within NHS Service
Experience Essential
- Customer service experience
Desirable
Knowledge & Skills Essential
- Numerate and articulate
- Excellent written and verbal communication skills
- Excellent organisational skills
- Basic IT skills - Microsoft Office
- Ability to demonstrate an understanding of policies relating to confidentiality.
- Ability to demonstrate an understanding of policies relating to Equality & Diversity
- Ability to work autonomously
- Ability to prioritise workload
- Able to meet deadlines under pressure
Desirable
- Knowledge of Patient Admin Systems (PAS)
- Knowledge of the 18-week pathway
Person Specification Qualifications & Training Essential
- Educated to GCSE Level, NVQ Level 2 or equivalent, or previous experience of working within NHS Service
Experience Essential
- Customer service experience
Desirable
Knowledge & Skills Essential
- Numerate and articulate
- Excellent written and verbal communication skills
- Excellent organisational skills
- Basic IT skills - Microsoft Office
- Ability to demonstrate an understanding of policies relating to confidentiality.
- Ability to demonstrate an understanding of policies relating to Equality & Diversity
- Ability to work autonomously
- Ability to prioritise workload
- Able to meet deadlines under pressure
Desirable
- Knowledge of Patient Admin Systems (PAS)
- Knowledge of the 18-week pathway
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name
Lewisham and Greenwich NHS Trust
Address
University Hospital Lewisham
Lewisham High Street
London
SE13 6LH
Employer's website
(Opens in a new tab)
Employer details Employer name
Lewisham and Greenwich NHS Trust
Address
University Hospital Lewisham
Lewisham High Street
London
SE13 6LH
Employer's website
(Opens in a new tab)
