Reception/Administration Clerk

Job Summary
To work as part of a clinical and clerical team to support clinicians, nurses, and other healthcare professionals.
Provide an efficient general administrative day-to-day support to the department and the patients. Duties will include booking of outpatient appointments, managing Clinician's availability, ensuring all outpatient clinic availability is booked appropriately and fully utilized, dealing with incoming and outgoing telephone calls, post, filing, faxing and other general administrative duties.
Provide effective input into the work of the Trust, to support the achievement of our vision and values.

Main duties of the job
Booking appointments via the CaMIS system, managing multiple Clinicians' waiting lists and ensuring appointments are booked within the Access Policy Protocol and RTT directives.
Reviewing all Choose & Book, Directly Bookable services and appointments booked by patients online and via GP surgeries.
Daily maintenance of ERS.
Assist with the coordination of clinics or lists to ensure effective time management.
Provide general administrative services as required by the department.
Reception duties.

About Us
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernize, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organization, we value how we communicate and promote our vacancies to all communities.

Job Responsibilities
To provide an efficient and courteous reception/booking service to patients, relatives/carers, MDCU and the wider Trust.
Deal with often complex telephone queries from patients, GPs, Consultants, and the wider Trust which may use technical language/clinical terminology and to recognize when advice is required from more senior or clinical staff.
To arrange appointments for patients in accordance with Medical case unit guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient.
To demonstrate a high standard of customer care by being always courteous and helpful to patients, visitors, and staff.
To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.
To communicate complex information regarding MDCU appointments and results to departments within the Trust and externally.
To communicate with the IT Department to report faults/problems with the departments IT systems or interfaces often imparting complex or technical information.
Liaise with Consultants and Superintendents when booking appointments to ensure examinations are booked onto the appropriate lists.
To input data and maintain the integrity of data held in the IT systems used within MDCU including Hospital Information System (CaMIS) and the Hospital Results System (ICE).
To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.
To return unjustified/incorrect patient requests back to the referrer in line with departmental protocol ensure the reason is appropriately communicated to the referrer.
To implement manual procedures detailed in the departments disaster recovery and business continuity plans in the event of IT systems/network failure.
To ensure all departmental targets and deadlines are achieved using initiative to book/move patients into appropriate appointment slots. Raising any potential problems to the attention of more senior staff.
To assist with reception administration and update the relevant databases and patient information systems when required.
To use advanced keyboard and computer skills to accurately and rapidly input patient and examination data into the MDCU and Hospital systems.
To be actively involved in offering suggestions for service improvements and to help support and implement any changes necessary.
To book interpreters and transport in accordance with Trust protocol.
To be able to work using own initiative and to be able to work unsupervised.
To open, process and send mail, photocopying and emails, as and when necessary.

Person Specification
Qualifications
Essential

• Minimum 3 GCSEs at grade C or above, including English or equivalent.

• NVQ Level 2 Business Administration or Customer Care or equivalent
• IT Literacy

• Telephone communication experience
• Computer based administration systems experience
• Good basic IT skills including use of MS Outlook
• Previous experience in a patient/customer facing role

• Experience within the NHS
• General administrative experience

• Good written and verbal communication skills.
• Effective interpersonal skills
• Good organization skills, planning and time management skills
• Able to maintain confidentiality at all times and knowledge of GDPR

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details
Employer name: Northampton General Hospital
Address: Northampton General Hospital, Cliftonville, Northampton, NN1 5BD
Employer's website: Northampton General Hospital