Introduction

To provide a first-class reception service to patients attending Outpatient services at the Trust, contributing to the overall efficient and effective running of all designated clinics. Greet patients attending the Outpatient department in a warm and friendly manner and act as the first physical point of contact.

About the Employer

The NHS Trust are surrounded by talented, committed and compassionate colleagues who strive every day to provide excellent care to the patients we serve.

What You'll Do

Support patients to use digital self check-in and appointment system, either physically or remotely
Assisting patients with additional needs, including those with limited digital skills
Ensure an effective and efficient reception service is provided to patients accessing the Outpatient department
Monitoring check-in systems to ensure patients are recorded accurately
Maintaining and updating patient records on the Patient Administration System (PAS/Cerner), ensuring demographic and GP information is correct
Accurate data capture is essential to ensure patients and GPs receive correct communications, reducing the risk of missed or delayed care
Coordinating patient flow and supporting clinic efficiency
Signpost and direct patients attending Outpatient appointments and also patients who may not have attended the correct area in the hospital
Liaising with clinical teams to minimise delays and support service delivery
Being responsible for opening and locking up premises and maintaining security in line with Trust Policy
Ensuring booking of appointments are completed based according to clinical urgency, clinician direction, and RTT targets
Booking from Cerner Requests lists and following Trust agreed admin workflows for DNA rescheduling
Monitoring the check out status of patients at the end of clinics
Escalating any un-outcomed patients to both service managers and the management team within the Booking and Request List team
Actively meeting any KPI’s and targets set by the Booking and Request List management team
Ensuring correct use of Cerner Request lists to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments
Supporting the training of all new Reception staff with support from the Receptionist Supervisors
Identifying unutilised clinic capacity and escalating this to the reception Supervisors and Booking and Request list Coordinator
Escalating lack of clinic capacity issues to management team
Providing a professional and welcoming appearance for patients at reception by adhering to the Outpatients Uniform Policy
Utilise current EPR PAS system along with any future digital solutions and service developments introduced within the department
Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trust’s Patient Access Policy
Attending additional training as required by the Booking and Request List management team. When required and as agreed by the Reception Supervisors or Bookings Manager to work outside of normal working hours; this will be only to cover and meet the needs of the department
There will be a considerable amount of liaison with all members of staff within the hospitals as well as contact with the general public, it is therefore essential that individuals adopt a courteous, friendly and professional manner at all times
Participating in mandatory training and induction programmes as well as staff appraisal and objective setting
Any other administrative duties that Senior management deem appropriate

Training Outcome

Possible opportunities may be available within the NHS Trust upon successful completion of the apprenticeship.

Skills Required

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Logical
Team working
Initiative
Patience

Qualifications

Essential - GCSE - English - 4
Essential - GCSE - Maths - 4

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, 08:30 to 17:00 x 5 days.

Expected Duration: 1 Year 3 Months

Training Provider: ISALES ACADEMY LIMITED

This employer is part of the Disability Confident scheme, committed to employing disabled people.

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