Job summary
Employer heading
Receptionist/Administrator
NHS AfC: Band 2
At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.
Job overview
An exciting opportunity has arisen for a dynamic and enthusiastic Band 2 Receptionist / Administrator to work in the Diabetes & Endocrinology Department across East Lancashire Hospital Trust Sites
The successful candidate will be working mainly to deliver a flexible approach to the administrative hub meeting the needs of the diabetes service and enjoy working as part of a team
If you have a high level of motivation and a willingness to learn you can expect a supportive environment and encouragement to learn and develop for future opportunities.
Main duties of the job
Act as the first point of contact for all users of the Integrated Diabetes Service. Be committed to continuous improvement of data quality within the Service and contribute towards and support service improvement.
Excellent customer service skills when dealing with inquiries from patients, members of the public, and staff, politely and appropriately at all times. Receive sensitive and contentious information/queries of a confidential nature and be able to deal with it appropriately, using tact or persuasive skills, to neither offend nor antagonize when
there are barriers due to culture, language differences, or the complexity of their conditions.
Liaise with patients to arrange a mutually convenient appointment whilst taking into consideration clinical priority and availability of clinicians.
Ensure patients are inputted onto the correct waiting list, recording accurate and up-to-date
confidential data on to computerized systems, i.e. EMIS, Choose and Book, PAS, etc.
Working for our organisation
The Diabetes & Endocrinology Directorate is focused on delivering safe, personal, and effective care to our patients and population, and there is an ethos of continuous improvement within all services. We have a large program of work ongoing, and this role will be key in supporting members of the team with project and program management.
As a Trust, we are committed to:
- Developing new roles and ways of working to ensure a flexible and innovative approach to staff.
- Real equality of opportunity.
- Continual development and learning for staff.
- Achieving a work-life balance.
We are committed to the effective recruitment, retention, and development of our employees, which is why we offer a great working environment, an attractive range of benefits and excellent opportunities for training and development.
The Trust is accredited as a disability Confident employer. That means we recognise our obligations to ensure people with disabilities are afforded equal opportunity to enter employment and progress if and where possible.
Detailed job description and main responsibilities
For further information on the Job Description and main responsibilities.
Please also read the attached Person Specification to ensure you have the relevant criteria for the post.
As stated above within the main duties and the attached documents
- Greeting patients and visitors in a professional and friendly manner.
- Answering phone calls and scheduling appointments.
- Updating and maintaining patient records.
- Directing patients, visitors, and callers to appropriate parties and answering basic questions.
- Keeping a clean and calm reception area.
- Identify potential Overseas Visitors and patients liable to pay for treatment at the point of referral/reception to the department, check the residence status for all new patients for Overseas Visitors, and inform the General Office Team as per the Overseas Visitors Policy and Procedure.
- General clerical duties including, opening /distributing posts, filing, faxing, photocopying, scanning, preparation of clinic notes, and stationery stock control.
- Responsible for all administrative arrangements about the Integrated Diabetes Service, i.e. responsible for receiving and recording all referrals, booking, and sending appointments, dealing with appointment inquiries, and typing letters/reports.
- Adhoc duties as required
The successful candidate will need to possess excellent organizational, communication, and keyboard skills and must be able to work well as part of a team and on your initiative.
Person specification
Qualifications
Essential criteria
- Recognized education standards i.e. GCSE Grade A-C or 1-9 or equivalent in English and Math.
- ECDL/CLAIT or equivalent experience of working with Microsoft Office
Desirable criteria
- NVQ3 in Customer Care or equivalent
Experience
Essential criteria
- Experience of working in administration
- Previous experience of working in a customer care environment
- Ability to work without supervision to tight deadlines
- Good telephone etiquette
- Willingness to learn new systems and processes
- Good organizational skills
- Flexibility to cover department opening times
- Willingness to work between trust sites as required
Desirable criteria
- Referral to Booking experience
- Knowledge of data protection and Caldicott guidelines
Knowledge & Skills
Essential criteria
- IT/Keyboard Skills
- Excellent communication skills both verbal and written
- Able to cope whilst dealing with constant interruptions in a busy environment
- Ability to understand, absorb, and comply with procedures and make judgments in cases of importance
- KKnowledge of administration procedures including electronic appointment systems
Desirable criteria
- Competent in audio typing
Documents to download
Further details / informal visits contact
- Name
- Nicola Stead
- Job title
- Service Manager for Diabetes & Endocrinology
- Email address
- [email protected]
- Telephone number
- 01254 734698
If you have problems applying, contact
- Address
-
Employment Services
East Lancashire Hospitals NHS Trust
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