Detailed job description and main responsibilities

Communication

• The post holder is point of contact for all community midwives to relay appropriate information regarding a client’s scheduled visit. Accurate message taking and recording of this information is necessary.
• Good communication and interpersonal skills to interact with tact and diplomacy with patients and staff at all levels and incorporating the trusts values and behaviours;
• Ability to provide and receive information which may be complex, sensitive or contentious in nature;
• Ability to engage in collaborative problem solving with co-workers and staff. Must have the ability to function as a "team player", being considerate and flexible, taking the needs of your peers into consideration;
• Ability to exercise discretion to ensure that patient confidentiality is maintained and a professional, respectful hospital environment exists at all times;
• Ability to maintain composure, efficiency and a positive, customer-service orientated manner during periods of peak workload, with frequent interruptions, under tight deadlines, and when interacting with patients who are ill, angry or emotionally distressed;
• Good written and oral communication skills to clearly and concisely provide information, explanations, and instructions to, and elicit information from others with varying levels of ability to understand;
• Use terminology and phrasing which is responsive to and appropriate for patient's age, language skills and emotional state;
• Maintain up-to-date knowledge and skill levels in area of expertise to ensure provision of the highest quality patient care services.

IT/Data Input 

• Establish working knowledge of procedures and practises, some of which are non-routine, including medical records systems, medical terminology, appointment scheduling and department policies and procedures;
• Ability to use a number of different computer based systems to enter pertinent patient information, schedule appointments, and maintain clinical database;
• Input of patient information onto trust and maternity systems in an accurate and timely manner to ensure trust receives payment for patient maternity pathway.

Planning / Organisation

• Plan, organise, prioritise and accomplish a variety of concurrent assignments, some of which may be complex and unpredictable, in an effective and efficient manner, particularly when there are changes in workload or assignments;
• Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate;
• Problem-solving skills to independently assess a range of facts or situations; identify the resources available to help solve problems; create, analyse and compare viable solutions and take the action necessary to implement them; and follow through to ensure the problem is resolved to the satisfaction of all parties;
• High level of motivation and initiative, seeking assistance from others where appropriate.
• Recommend changes to policies, procedures and department environment to enhance departments’ ability to provide optimum service to all customers.

Reception Duties

• Post holder may from time to time as required be expected to cover on reception at other trust sites;
• Greet patients in a courteous and helpful manner. Establish and confirm each patient’s demographic details and update Patient Access System as necessary;
• Direct patients to waiting areas or other clinics and departments as required;
• Inform patients of approximate clinic waiting times and in conjunction with clinical staff keep patients informed as and when situations change;
• Issue follow-up appointments when required, including identifying and supplying relevant information / literature.
• Complete all clinic outcomes coding information on Patient Access System and ensure that clinics are fully reconciled. This includes confirming attendance, completing outcome, and inputting all the data recorded on clinic attendance sheets;

General

• If patients cancel their appointments where appropriate reschedule or refer them to their Community Midwife;
• Record all case note movements on the Patient Access System;
• Answer and respond to general queries such as appointment cancellations;
• Deal with complaints in the first instance, and where appropriate refer to line manager;
• Ensure the training of new and temporary staff as required;
• Inform the Clinic Manager of organisational and/or environmental problems that may compromise patient care;
• Assist with the continued incorporation and development of the Patient Access System and the Electronic Patient Record (EPR);
• Participate in quality initiatives and data collection as requested;
• Re-schedule clinics on Patient Access System as required;
• Comply with the Departments mandatory training programme;
• Attend Trust wide meetings as requested;