Receptionist/Administration Assistant

at  Oxford University Hospitals NHS Foundation Trust

We are looking for an enthusiastic, hard-working Receptionist/Administrator to work within the existing Reception team who provide efficient and effective reception services in the Urology Outpatient Department at the Churchill Hospital.
Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.
The position is for 37.5 hours per week, working across 5 days with occasional weekend working. Applicants must be available to cover the reception at the weekends as part of the department rota. This is usually no more than two weekends per month.
The post holder has responsibility for the provision of a professional, comprehensive and efficient reception and booking service for patients and members of the department and managing the patient pathway in line with the Elective Access policy.
You should have previous clerical/administrational experience, a good standard of education and IT skills. Excellent prioritisation and organisation skills are essential.
We are looking for an enthusiastic, hard-working Receptionist/Administrator to work within the existing Reception team who provide efficient and effective reception services in the Urology Outpatient Department at the Churchill Hospital.
Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.
The position is for 37.5 hours per week, working across 5 days with occasional weekend working. Applicants must be available to cover the reception at the weekends as part of the department rota. This is usually no more than two weekends per month.
The post holder has responsibility for the provision of a professional, comprehensive and efficient reception and booking service for patients and members of the department and managing the patient pathway in line with the Elective Access policy.
You should have previous clerical/administrational experience, a good standard of education and IT skills. Excellent prioritisation and organisation skills are essential.
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more here www.ouh.nhs.uk
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channe
Reception
Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity
Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution
Ensure telephone calls are answered promptly and all queries dealt with effectively.
Provide comprehensive reception support, to include taking messages and using the department technology.
Communicate clearly, effectively and appropriately with the multi-disciplinary team, keeping them informed of any changes relevant to the department or their clinic
Update Trust patient information systems to ensure accurate patient information and demographics are recorded.
Responsible for the accurate booking, amending and checking in and out of all patient appointments.
Ensure all patients and visitors sitting in the waiting rooms are communicated with and kept up to date with relevant information or delays to their appointment. Delays should be escalated to the department manager
Handle patient and other service user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible. Where early resolution is not possible, seek assistance from the department manager.
Clinic Prep and Operational Responsibilities
Retrieve notes and ensure all patient information is available in a timely manner for all appropriate outpatient appointments, diagnostic appointments and inpatient / daycase procedures, checking demographics at every stage and locating lost notes where appropriate
Enquire if patient details are correct and make amendments on relevant systems where necessary
Follow the appropriate tracking procedure for the movement of all patient note
Prior to clinic start times, conduct environmental checks to ensure rooms are tidy, and that IT systems are fully operational and ready for use
Ensure that all information including referrals, diagnostic results and any other relevant correspondence, including information from other services is available
When necessary, process on the day clinic cancellations and communicate with patients accordingly, and in a sensitive manner
Organise transport for patients as appropriate, and in accordance with departmental and Trust Policy
Book interpreters for patients as appropriate and escalate any issues to the department manager
Book follow up appointments ensuring correct RTT (Referral to Treatment) status is recorded
Complete and issue attendance claim forms where applicable in accordance with Trust Policy
Responsible for opening incoming post and distributing to clinical and administrative staff as required
Access and Systems responsibilities
Register patients on the Trust’s Electronic Patient Records System (EPR).
Record all did not attends (DNA’s) and patient cancellations accurately and in accordance with the departmental and Trust Policies.
Update the EPR with attendance and treatment status codes following the patient’s appointment
Ensure that all patients have been reconciled at the end of the clinic, and that the clinic has been reconciled, including proactively requesting outcome forms from clinicians where it is noted that forms have not been returned to the reception
Provide a courteous and efficient follow-up appointment booking service to all users
Schedule appointments for patients in line with the Trust Access Policy and (Referral to Treatment) RTT Targets, escalating to the supervisor when necessary
Ensure all appointments are linked to the correct referral or clinical pathway
Escalate capacity issues to the department manager and/or clinical teams
Book diagnostic tests on relevant Trust systems, ie RIS, and track results as requested
Update procedure code
General
Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff
Answer all communication including telephone, email and face to face queries, in a timely manner and action as appropriate
Maintain patient confidentiality at all times
Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours
Use the Trust and departmental IT systems to register patients, make up a set of patient notes, make outpatient appointments, produce end of treatment letters, ensure that details are correct, check in / check of outpatient appointments as instructed
Take responsibility for all communications received and distribute appropriately to the clinical and administrative staff within the service
Assist with the processing of new referrals on the Choose and Book / Directly Bookable / e-referral system
Order stock for the department and ensure adequate levels of supplies are maintained for the department
Report any faults with equipment or the environment to the relevant department promptly, and as appropriate
Attend Departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedure
Act in a manner aligned to our Trust Values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence
Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
Any other duties at the request of the departmental managers, which may be needed to fulfil the objectives of the post, which are appropriate to the grade.
This job description should be regarded only as a guide to the duties required and is not intended to be definitive. It may be reviewed in the light of the changing circumstances following consultation with the post holder. The job description does not form part of the contract of employment

Please refer the Job description for details