Receptionist, Day Surgery Ward

Worcestershire Acute Hospitals NHS Trust

To provide administrative and clerical support to the ward, professional qualified staff and provide first point of contact to all users of the service.

To take a key role in allocating patients to maximise capacity within the unit.

To ensure the availability of accurate patient records and documentation as per Trust policies and procedures.

To deal with patients, relatives and other members of the public politely and efficiently and ensure confidentiality and security of patient information as per Trust policy.

Main duties of the job

Key Duties

1. Responsible for undertaking phone calls for next day admissions to preempt cancellations.
2. Responsible for generating and sending out patient admission letters for Ophthalmology GA patients.
3. Responsible for the administration of the generic email account and placing additional TCI requests in partnership with the Nurse in Charge for the day.
4. Assisting in planning the weekly allocation sheets and as new bookings come in, that these are checked regularly to ensure capacity is not exceeded, alongside checking the theatre management system Bluespier for changes to allocated patients.
5. Provide correct starving instructions to patients relevant to their admission time if requested via telephone pre-admission.
6. Contact patients via telephone to change TCI times as required.
7. Scanning to email the optometrist referrals after the GA cataract surgeries.
8. Preparing daily notes for DSU, organising all the correct paperwork for the correct surgeries.
9. Admitting patients on Allscripts PAS.
10. Responsible for discharging the patients as they go home throughout the day on Allscripts or transferring them to a ward if the patient does not go home.
11. To undertake other relevant clerical duties as required including photocopying, telephone calls, receiving, sorting and distribution mail, basic typing and sending emails.
12. Responsible for ordering and maintaining stock stationary levels through our ordering system Xerox.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester.

Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

• Best services for local people
• Best experience of care and best outcomes for our patients
• Best use of resources
• Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Job responsibilities

1. Responsible for undertaking phone calls for next day admissions to preempt cancellations.
2. Responsible for generating and sending out patient admission letters for Ophthalmology GA patients.
3. Responsible for the administration of the generic email account and placing additional TCI requests in partnership with the Nurse in Charge for the day.
4. Assisting in planning the weekly allocation sheets and as new bookings come in, that these are checked regularly to ensure capacity is not exceeded, alongside checking the theatre management system Bluespier for changes to allocated patients.
5. Provide correct starving instructions to patients relevant to their admission time if requested via telephone pre-admission.
6. Contact patients via telephone to change TCI times as required.
7. Scanning to email the optometrist referrals after the GA cataract surgeries.
8. Preparing daily notes for DSU, organising all the correct paperwork for the correct surgeries.
9. If patient cancels surgery, inform relevant personnel, cancel on Allscripts PAS and update to reflect the cancellation.
10. Responsible for discharging the patients as they go home throughout the day on Allscripts or transferring them to a ward if the patient does not go home.
11. On day of surgery when patients arrive, check their demographic details are correct and admit and amend any necessary details on Allscripts PAS.
12. Workstation is required to be kept clean and tidy in line with infection control policy.
13. To receive general telephone calls, taking messages accurately and passing these on to the correct person, dealing with initial enquiries in a friendly professional name and referring the call to the relevant member of staff, as appropriate.
14. To update and maintain filing systems in the ward/department to enable timely and accurate information retrieval.
15. Maintain records regarding admission/discharges/ward attender/appointments on clinical IT systems.
16. To undertake other relevant clerical duties as required including photocopying, receiving, sorting and distribution mail, basic typing and sending emails.
17. Responsible for ordering and maintaining stock stationary levels through our ordering system Xerox.
18. Ensure that all notes are tracked to the relevant department.
19. Arrange for urgent collection and delivery of notes as required.
20. Ensure that patient case notes are available, creating event notes when needed, including patient labels and wristbands. Maintain case notes in a tidy manner, filing patient documents in accordance with Trust policy.
21. Provide appropriate information to the Private Patients Officer regarding overseas/private patients.
22. Assist medical staff with identifying, printing and filing of medical results, monitoring that all results are signed including telephoned results.

Assigned Tasks within Ward/Department

1. To assist with reception and comfort of relatives as requested by nursing staff.
2. Work collaboratively as part of an integrated team.
3. Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales.
4. Ability to make decisions and take actions within the Ward environment relating to routine enquiries, whilst receiving support and supervision.

General Responsibilities

1. To ensure the confidentiality of all patient information and Trust business.
2. To comply with all Trust policies and procedures.
3. In accordance with the Trust's Health and Safety Policy, the post holder must take reasonable care of their own health and that of others who may be affected by their acts or omissions at work. The post holder must co-operate with staff in complying with any statutory requirements and participate in the workplace monitoring processes in order to help maintain a healthy, safe and secure workplace.
4. To report any accident or untoward incidents and complaints.
5. To create and maintain positive working relationships with colleagues and other staff within the workplace.
6. To act always in a manner which will promote a good image of the ward/department.
7. To respond appropriately to clinical emergencies as directed by the senior officer/nurse in charge.
8. To contribute/to participate in any initiatives to improve the quality of service to patients.

Person Specification

Other job requirements

• Responsible for generating and sending patient admission letters for Ophthalmology GA patients.
• Allocation of booked admissions to the Day Case Unit.
• Willingness to undertake further training/self-development.
• Compliance with Trust Dress Code.
• Ability to work flexibly.
• Ability to undertake manual handling and movement tasks.
• Undertake next day phone calls.

Personal Qualities

• Demonstrate initiative, motivation and ability to prioritise workload.
• Calm approach to work duties and ability to work in a busy environment.

Qualifications

• Good general education e.g. GCSE English and Maths A-C or equivalent.
• NVQ Level 3 or equivalent qualification within administration or equivalent experience.
• ECDL, or other information technology, word processing qualifications.

Experience

• Previous clerical, reception experience within a hospital, customer service environment.
• Experience of maintaining excel spreadsheets.

Skills and Knowledge

• Excellent telephone manner.
• Excellent IT skills with a recognised qualification.
• Experience in dealing tactfully with the general public.
• Ability to problem solve.
• Ability to work as part of the ward team.
• Ability to multi-task.
• Ability to work in a fast-paced environment.
• Familiar with Allscripts PAS, patient administration systems.
• CLIP.

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 name

Worcestershire Acute Hospitals NHS Trust