Health Records Assistant/Receptionist, WRH - Worcester, United Kingdom - Worcestershire Acute Hospitals NHS Trust

Description

Job summary

OUTPATIENTRECEPTIONIST Band 2

PERMANENTPOSITION Full time hours, fixed term for 6 months

Hourswill vary between 8am and 6pm, Monday to Friday to meet service needs.

LOCATION: Worcester Royal Hospital

In your current front of house role, do people tell you thatyou have excellent customer care skills?If so, we would like you to join our friendly reception team.

For informal enquiries please contact Sarah or Carly, BookingServices Team Leader on or on internal ext

Main duties of the job

We are looking for someone to welcome patients to our hospital and outpatient departments at will be part of the booking services team and are also an essential part of the clinical service.

The departments are busy throughout the day, so candidates must be able to demonstrate that they are able to work under pressure, able to use their own initiative and are very organised.

A friendly, reassuring disposition is essential for this must possess good communication skills and quick keyboard skills

A working knowledge of the Hospital Patient Administration System and hospital environment is preferred, but not essential.

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:

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

Job Purpose:

Towork as part of the Outpatient clerical team assisting with the smooth andefficient running of the Outpatient Department.

Toprovide accurate, timely information to assist Clinicians and nursing staff ingood management of their outpatient clinics.

Toensure the confidentiality of all patient information and Trust business.

Key Duties:

Postholdersmust be able to work on their own initiative when carrying out their usualduties. Supervision is available as required.

Toensure that there is good communication between the administration team and theclinical team so that the department runs smoothly.

Toensure that all patients are received and directed to the appropriate waitingarea or department, in a courteous and professional manner. The postholder isoften the first point of contact for the majority of patients.

Toensure that patients demographic details are always kept up to date on the PASsystem, by checking personal details such as name, address, telephone number,ethnic origin, and GP.

Touse the Patient Administration System (Oasis), to book patients into anoutpatient clinic on arrival and to make follow up outpatient appointment ordischarge patients on departure.

Torespond to patient telephone or face to face complaints in the first instance,seeking support and advice from the team leaders or nurses as appropriate.

Usingthe information on the clinic outcome form or agreed protocols, ensure that theoutcome of the clinic attendance is recorded accurately and immediately on PAS.

Toensure that routine enquiries from patients about their appointments such aspostponing, cancelling or rearranging are all dealt with professionally andimmediately.

Toensure that Ambulance control and the porters are informed of any passengersawaiting transport / transfer and advise patients of how to book transport fortheir next visit.

Toensure that any new patients arriving in clinic are registered on the system.

Toensure that any event case notes leaving the department, are tracked on OASISusing the correct tracking code, unless going directly for scanning.

Toopen and distribute post that may come to the department.

Toensure that an up to date clinic list and vacancy summary list is available forthe clinical staff if required.

Liaisewith clinical staff in outpatient clinics to ensure that a quality service isprovided to patients and to ensure that nurses are kept fully informed of anygeneral messages or issues regarding appointments or patient concerns.

Inexceptional circumstances where clinical staff are unable to arrive for theclinic, support the appointments team and nurses with cancelling patients bytelephone at the last minute.

Ensurethat any walk-in / emergency patients arriving in clinic are booked anappointment immediately onto the PAS system.Print an outpatient event pack associated with thatappointment/speciality and informs the nursing staff of the patients arrival.

Ensurecomputer, printer equipment and stationery is available and working effectivelyworking, reporting any faults or problems to the team leader.

Workflexibly within normal clinic hours to ensure that the clinic is covered at alltimes and never left unattended.

Notifythe team leader of any foreseen problems that will affect the smooth running ofthe department.

Toshow new staff how to carry out the basic reception duties and the processesspecifically required for the named reception area.

Toundertake training to become familiar with, and competent in current BookingService procedures and practices, to provide an effective, efficient,courteous, high quality patient access service. This will include recordingdata and maintaining data quality on manual and computerised systems inaccordance with agreed policies and procedures.

Carryout any other duties, within the grade, as requested by the Booking ServicesManager.

Vision and Values:

TheTrust aims to provide local services for local people. It has developed itsvision to reflect this commitment.

Tocontinue to be the major provider of acute/specialist services for the peopleof Worcestershire (and wider) with a strong reputation for providingoutstanding, high quality, reliable, accessible and integrated healthcare forlocal people

Drivingthis commitment is a set of Trust-wide values, developed by the Trusts staff:

Patients: Patients at the centre of all we do everyone is entitled to privacy, dignityand compassion

Respect: Treating everyone patients, colleagues and the public as you would want to betreated yourself

Improve/Involve: The best patient pathways, thinking innovatively, valuing patients andinvolving stakeholders

Dependable: Driving safe, quality care, getting things right first time, learning frommistakes, dependable services with good communication

Empower: Staff take personal responsibility for their actions, challenging if somethingis not right.

Standard Clauses:

The purpose of this post should remain constant, but theduties and responsibilities may vary over time within the overall role andlevel of the post. The post holder mayfrom time to time be asked to undertake other reasonable duties. Any such changes will be made in discussionwith the post holder in the light of service needs.

Competence

The post holder is responsible for limiting his / heractions to those which s/he feels competent to undertake. If the post holder has any doubts as to hisor her competence during the course of his / her duties then s/he shouldimmediately speak to their line manager or supervisor.

Codes of conduct

All employees of the Trust who are required to be registeredwith a professional body, to enable them to practise within their profession,are required to comply with their code of conduct and requirements of theirprofessional registration. Those staffwho are not required to be registered with a professional body are required tocomply with the Trusts codes of conduct.

Confidentiality

The post holder must maintain confidentiality, security andintegrity of information relating to patients, staff and other Health Servicebusiness.

Records Management

All employees of the Trust are legally responsible for allrecords that they gather, create or use as part of their work within the Trust(including patient, financial, personnel and administrative), whether paper orcomputer based. All such records areconsidered public records and all employees have a legal duty of confidence toservice users. Employees should consulttheir manager if they have any doubt as to the correct management of recordswith which they work.

Health and Safety

Employees must be aware of the responsibilities placed onthem under the Health and Safety at Work Act and the Manual HandlingOperations Regulations and all relevant Trust Health and Safety Policiesand Guidance. This ensures that theagreed safety procedures are carried out to maintain a safe environment foremployees, patients and visitors to the Trust.

Infection Control

Employees must accept personal responsibility andaccountability for Infection Prevention and Control practice. Employees should ensure they are familiarwith, and comply with, all relevant Infection Control policies for minimisingthe risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatoryupdates in Infection Control.

The Trusts approach tosmoking is in line with the governments on-going initiatives for an eventualsmoke-free environment. It aims to adhere to the Worcestershire HealthCommunity Campaign to help Worcestershire stop smoking.

A no smoking environmentpolicy exists within all Trust premises including entrances and exits tohospital buildings and on other Trust property (with the exception of staffresident in staffresidences, as these are the homes of staff). In June2014 a ban was implanted which meant staff, contractors and volunteers were nolonger permitted to smoke in any of the hospital grounds, including carparks.

Further to this, TheAlexandra, Kidderminster and Worcestershire Royal Hospitals, have all becomesmoke free to all patients and visitors as of 17 June 2015. This means that, as well as staff, members ofthe public, patients and visitors are not allowed to smoke in any of the acutehospital grounds, including car parks.

Risk Management

It is a standard element of the role and responsibility ofall employees of the Trust that they fulfil a proactive role towards themanagement of risk in all of their actions.This entails the risk assessment of all situations, taking appropriateactions, and reporting all incidents, near misses, and hazards promptly. It is a contractual obligation that allemployees must co-operate with any investigations undertaken.

Qualifications

Essential

Experience

Essential

Desirable

Knowledge and skills

Essential

Personal qualities

Essential