Detailed job description and main responsibilities

·         In advance of the start of the clinic, ensure that the Lead Nurse in the clinic are made aware of any problems regarding missing case notes or referral letters and support the clinic by requesting notes / letters from the appropriate areas.

·         To ensure that all patients are received and directed to the appropriate waiting area or department, in a courteous and professional manner.

·         To ensure that patients demographic details are always kept up to date on the Patient Administration System (Careflow) system,

·         To use the Patient Administration System (Care flow), to book patients in and out of clinic

·         Using the information on the clinic outcome form or agreed protocols, ensure that the outcome of the clinic attendance is recorded accurately and immediately on PAS ensuring correct RTT (Referral to Treatment) status is recorded.

·         Book interpreter services for patients as required.

·         To ensure that routine enquiries from patients about their appointments such as postponing, cancelling or rearranging are all dealt with professionally and immediately.

·         To ensure that all case notes are tracked on the Record Tracking System 

·         Always maintain patient confidentiality.  

·         Carry out any other duties, within the grade, as requested by the Reception Team Leader.

·         To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public.     

·         Effectively manage caller’s expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.