Outpatient appointment dept. - Front Receptionist

To provide a professional, customer centred reception service to patients attending the Princess Alexandra NHS Trust clinical services across all sites and all reception desks, as operationally required. To provide a Patients Appointment Service that achieves all Key Performance Indicators to ensure provision of a high standard of Customer Care. To have confidence in communicating politely and efficiently with patients, relatives and other Trust Staff via the telephone and face to face To maintain patient confidentiality at all times when communicating with patients via the telephone and to be aware of data protection To ensure the caching up of clinics in a timely manner, ensuring follow ups have been booked , appointments have been outcomed and escalate any concerns To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times To offer patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process. To maintain a calm attitude at all times, being aware of patients worries and concerns at coming to hospital. To ensure booking processes are followed accurately and in a timely manner, and all Clinic Outcome forms and reconciliations, and close of business processes are completed. To contact all DNA patients and maintain the spreadsheets in order to provide the services a comprehensive list to support their DNA management

Main duties of the job

Work within a team May involve Saturday working as we move in a new Direction as a Trust No staff to line manage in this position This job covers the front desk at St Margarets Hospital in Epping , Herts and Essex in Bishops Stortford and Princess Alexandra hospital. You will need to be able to work at any site and be able to travel there and back. At times, patients can be frustrated and raise their voices etc in waiting rooms, please be aware that these types of scenarios may occur and you will need to remain calm and professional, and escalate any issues accordingly to managers and security

Person specification

Qualifications

Essential

• To GCSE level
• NVQ Level 2 or equivalent experience

Desirable

• Keyboard skills

Experience

Essential

• Knowledge of an administration system
• Previous clerical experience
• Previous NHS clerical experience dealing with the public
• Knowledge of Choose & Book
• Experience of a specific electronic booking system

About the employer

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector. This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives. Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences. Join us and help shape the future of care in West Essex.