Band 3 - Receptionist [United Kingdom]

 

• To provide a courteous reception service to patients and clinicians in line with office procedures, contributing to the overall efficient and effective running of designated outpatient
• To work closely with Team Leader and multidisciplinary team to ensure that any issues in clinic are raised immediately to maintain an excellent level of service to patients.
• The post-holder will work as part of the Outpatient’s team, ensuring an efficient, high quality and timely service is provided. This includes providing a welcoming and professional service to patients

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• To manage the booking of designated new and follow up clinics and ensure that these are booked efficiently and that any booking issues are raised immediately with the Team Leader , Service and Clinicians to ensure patient care is not compromised.
• To provide a courteous reception service to patients and clinicians in line with office procedures, contributing to the overall efficient and effective running of designated outpatient
• To work closely with Team Leader and multidisciplinary team to ensure that any issues in clinic are raised immediately to maintain an excellent level of service to patients.
• The post-holder will work as part of the Outpatient’s team, ensuring an efficient, high quality and timely service is provided. This includes providing a welcoming and professional service to patients
• To manage the booking of designated new and follow up clinics and ensure that these are booked efficiently and that any booking issues are raised immediately with the Team Leader , Service and Clinicians to ensure patient care is not compromised.

The Royal Free Hospital is a major teaching hospital in the Hampstead area of the London Borough of Camden. The hospital is part of the Royal Free London NHS Foundation Trust, which also runs services at Barnet Hospital, Chase Farm Hospital and a number of other sites

• To greet patients in a courteous manner and check them into clinic on arrival in line with the trust outpatient Standard operational processes
• Contact families by telephone to offer appointments and receive confirmation, entering appointments onto EPR and emailing or send letters with appointment and joining details whichever is appropriate
• Check the CAMHS Admin email box regularly and ensure appointments and outcomes are entered on EPR for clinic, and uploads are completed in a timely manner. Informing Team Leader of any issues within agreed local time
• Ensure administrative cover during clinic times, communicating with supervisor if any problems.
• To check in patients on arrival and enter on EPR. Ensure clinicians are notified of their arrival. Ensuring all appointments are outcomed and appropriate data is recorded accurately in a timely manner in line with the information on the outcome lists given by the clinician
• Ensure that urgent patients (not already on EPR are entered as appropriate when authorised to do
• Record all patients that ‘did not attend’(DNA) or rescheduled onto EPR and action them according to the trust access policy, ensuring all appointments are actioned accordingly at the end of each clinic.
• To supply and keep accurate room bookings on the outlook schedule for the department and support the clinicians with allocations.
• To be responsible for noting accurately all telephone messages, and actioning emails entering the department generic email box passing them to the relevant people in a timely manner
• Responsible for the collection and distribution of post within the department. Forwarding any emails received for clinicians in the CAMHS admin email box in a timely manner
• Responsibility for ordering of stationary, liaising with the Clinical Team PA and ensuring the department is well stocked, including specialised forms
• To deal sensitively and discreetly with patient’s queries both in person and by telephone
• Excellent communication skills are needed to overcome barriers of understanding
• To make follow-up appointments ensuring the patients are booked into the appropriate appointment type and families are given the location and joining details within the clinically agreed timescale
• To liaise closely with clinical teams to ensure mutual understanding of clinic rules and capacity issues that could compromise the booking of follow up patients within clinical timescales, notifying clinicians of any clashes or possible overbooking of clinics
• To work with admin and clinical staff while in clinic to ensure all clinic outcomes are completed accurately and within agreed timeframes are entered onto EPR.

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