Job summary
- Main area
- Administration
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Part time - 30 hours per week (Shifts over a 7 day rota, to include weekends and bank holidays)
- Job ref
- 245-ADM3OUT-06-24
- Employer
- Tameside and Glossop Integrated Care NHS Foundation Trust
- Employer type
- NHS
- Site
- Tameside Hospital
- Town
- Ashton-under-Lyne
- Salary
- £22,816 - £24,336 Pro Rata Per Annum
- Salary period
- Yearly
- Closing
- 10/07/2024 23:59
Employer heading
Outpatients Reception Team Leader
Band 3
Job overview
Outpatients Reception Team Leader - Band 3
30 hours - permanent
We are looking to recruit a reliable and enthusiastic individual to join our busy team in providing a professional and effective Reception and clerical service for the Trusts Outpatients Service.
The Outpatient reception rota is across 7 days. Staff are required to cover shifts between the hours of 7am to 8pm Monday to Sunday, inc Bank holidays. The successful candidate must be able to support the flexibility of the rota.
Computer literacy is essential as you will be expected to input and extract information from various Trust Patient Administrative Systems.
Please note this role may require physical effort at times when preparing and managing patients Medical Records.
Main duties of the job
To provide an efficient Outpatient Reception service maintaining a high level of customer service, accuracy and confidentiality at all times.
Welcoming patients, verifying and updating patient details, directing patients to the correct clinic area and ensuring that all follow up activity is captured and booked in a timely manner.
This will include the use of current patient administration software and effective communication skills with our patients and other Trust staff members, both clinical and non-clinical. To effectively support the Outpatient Supervisor and Assistant Directorate Manager in providing an efficient and effective Outpatient Reception Team on a daily basis.
The Reception team receive, administrate, and direct patients & relatives in accessing the appropriate area or service in a courteous, efficient and effective way. You will undertake a variety of administration duties to assist in the smooth running of the service and reception area you are allocated to each day.
The successful candidate will have good communication & customer service skills, be friendly and caring whilst maintaining a professional approach, and be able to evidence the ability to ensure accuracy and attention to detail at all times.
An appreciation and understanding of the confidential nature of the work is essential. You should be able to work as part of a very busy team and on your own initiative.
Working for our organisation
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Detailed job description and main responsibilities
Main Responsibilities
- Reception Duties.
Registration, Booking and Reception of patients arriving for appointments, ensuring accurate demographic and appointment details are recorded on the Electronic Patient Record.
Assist and direct patients to the appropriate clinic/treatment areas.
Answer telephone calls and deal with all staff/patient requests/enquiries in a polite and courteous manner.
Input Clinic Outcome Sheets onto the Trust EPR.
Assist in the location/retrieval of any case notes outstanding to ensure availability at the start of each clinic/session.
Ensure all case notes are tracked On the IFIT case note tracking system when arriving and leaving the Department.
Ensure efficient case note provision upon request to other Departments.
Filing clinical records/documents into the patient case notes as required.
Liaising with nursing/other staff to ensure accurate data is recorded on the EPR.
Deal promptly with all internal and external telephone queries.
Notify the Team Leader / Supervisor or Manager of any problems/incidents.
- Knowledge and Skills
Training of new staff, bank staff, and work experience trainees etc. in the working methods of reception and appointments procedures.
Good keyboard skills are required for inputting and amending patient information onto the Lorenzo system, thus ensuring Data Quality.
Monitoring of own workload is required to ensure session/data deadlines are met especially when additions to clinic are made at short notice.
Reception and appointments experience is desirable as well as a knowledge of other hospital departments used when providing general non-clinical advice to patients/relatives e.g. directions, visiting times, ward & clinic locations etc.
Good communication skills are essential when dealing with internal and external contacts both verbally and face to face. Telephone enquiries must be dealt with professionally adhering to Trust policy at all times.
Person specification
Qualifications
Desirable criteria
- ECDL (or eqivalent)
- 5 GCSE grades A-C or equivalent
Experience
Essential criteria
- Computer Literate
- Previous experience in a high level customer service environment
Desirable criteria
- Lorenzo Patient Administration System
- Team Leader/Supervisory Experience
- NHS Background
- Previous experience administrative experience delivering high volumes of work
Skills
Essential criteria
- Accuracy & Attention to Detail
- Understanding of Confidentiality
- Ability to work as part of a team
- Excellent telephone manner & interpersonal skills/customer service skills
- Excellent written communication skills
- Working knowledge of windows based software packages
- Plan working time on a daily basis to ensure the successful completion of all tasks whilst remaining aware & supportive of other team members' workload and responsibilities
- Experience of working within a demanding environment whilst delivering high volumes of work on a daily basis within agreed timescales
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Adam McKee
- Job title
- Assistant Directorate Manager
- Email address
- [email protected]
- Telephone number
- 0161 922 5511
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