Outpatients Administrator & Receptionist

at  London North West University Healthcare NHS Trust

Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service
Complete admin duties as required
Record all outpatient attendances (cashing-up) on the Patient Access System
Book follow-up appointments
File documents according to Information Governance policy
Communicate with patients, visitors and staff in a professional and courteous manner
Communicate effectively using all available forms of communication
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
Support the Managers and Supervisors in developing a patient focused service
Book patient follow-up appointments
Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding
Ensure all patient information is complete and up to date on the Trust PAS
Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date
Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
Be a calm, supportive, flexible and adaptable member of the team
Deal with all enquiries in a professional and co-operative manner
Respond politely but firmly with people behaving antisocially and report any verbal abuse
Redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
Provide non-clinical advice and guidance regarding appointments
Process patient data and appointments using the Trust Patient Access System (PAS)
Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
Redistribute and file appropriate documents according to Information Governance policy
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers
Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
Be a proactive problem solver and encourage team-wide problem solving
Support the Service Manager and Team Leaders in developing a patient focused service
Have a comprehensive understanding of reception roles, outpatient clinics and appointment booking
Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
Complete staff surveys and audits
Maintain standards of grooming and dress, in accordance with departmental/Trust policy
Assist in supporting and mentoring of new team members
Attend annual appraisals and review objectives regularly
Attend, complete and apply all mandatory training
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

WE RUN MAJOR ACUTE SERVICES AT:

Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Book patient follow-up appointments
Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding
Ensure all patient information is complete and up to date on the Trust PAS
Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date
Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
Be a calm, supportive, flexible and adaptable member of the team
Deal with all enquiries in a professional and co-operative manner
Respond politely but firmly with people behaving antisocially and report any verbal abuse
Redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
Provide non-clinical advice and guidance regarding appointments
Process patient data and appointments using the Trust Patient Access System (PAS)
Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
Redistribute and file appropriate documents according to Information Governance policy
Maintain an uncluttered and tidy reception area
Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers
Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
Be a proactive problem solver and encourage team-wide problem solving
Support the Service Manager and Team Leaders in developing a patient focused service
Have a comprehensive understanding of reception roles, outpatient clinics and appointment booking
Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
Complete staff surveys and audits
Maintain standards of grooming and dress, in accordance with departmental/Trust policy
Assist in supporting and mentoring of new team members
Attend annual appraisals and review objectives regularly
Attend, complete and apply all mandatory training
Please view job description and person specification attached for full duties and responsibilitie

Please refer the Job description for details