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Job overview

To welcome patients, carers, relatives, visitors and other health care staff to the Outpatient department in a polite, courteous and professional manner. To ensure you are patient focused at all times and always greeting patients with a smile. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective. Incorporating use of all the Trusts systems including:  Choose and Book, Savience, Iportal, Filefast and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.  

Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services, and the achievement of Cancer and RTT targets, whether in a supportive role, or in terms of providing hand-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust’s Access Policy and Standard Operating Procedures.

Main duties of the job

• Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary.  The post holder may be required to notify patients of any delay on clinic.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
• Responsible for completing outcome forms and actioning follow up appointments where necessary.
• Gain knowledge of Outpatient procedures.
• Ensure that appointments are appropriately booked on the Choose and Book, Careflow/CRIS systems as appropriate.
• Deals with enquiries where there may be barriers to understanding.
• Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
• Ensure the health records are complete for clinic and will provide any information to capture patient pathway and coding information. 
• Answer telephone queries from patients and relatives and will ensure all patient demographics are correct on any contact with patients.
• Resolves issues relating to appointments, clinics, directions or any general enquiries.
• Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.

Working for our organisation

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential. 

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.