Outpatient Receptionist
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Centralised Outpatient Services at North Bristol NHS Trust support the clinical divisions and specialties to administer their outpatient services. The service comprises our patient-facing Reception Team, our telephone and email-based Patient Contact Centre and our administrative Booking and Referrals Teams.
This is a dynamic service with opportunities for future development for staff who excel in their roles. This is a patient-focused environment, where we are committed to supporting professional growth and career progression.
Previous candidates will not be considered
Job description
To welcome patients, carers and visitors to various specialty appointments within the Trust. To be polite and friendly, dealing with queries in an efficient and timely manner. To ensure patient information is kept confidential and not shared with others. To respond to queries from patients, carers and visitors. To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues. To keep patients informed if the clinics are overrunning. To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention. To oversee patients awaiting transport, and liaise with the transport department in relation to patients still waiting. To hand over the care of patients awaiting transport at the end of the working day to the appropriate team ie, Discharge Lounge or Nurse in Charge. To take and action internal calls on the reception desk. To assist in quieter times with the packing and posting of letters to patients. To follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines. To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.
Person specification
Education/training
Essential
- GCSE or equivalent qualifications, to include English Language and Mathematics
- IT literate eg, email, word processing, with experience of inputting data into a computer system
Desirable
- Have an understanding of outpatient department and/or a fundamental understanding of the NHS
- NVQ 2 Level 2 Customer Service
Work Experience
Essential
- Dealing with numerous queries at one time, face to face and over the telephone
- Experience of general office administrative and clerical duties and equipment
- Experience of customer services
- Working knowledge of Microsoft Office packages eg, Word, Outlook etc
Desirable
- Working knowledge of a hospital PAS system
Knowledge/Skills/Abilities
Essential
- Good written and verbal communication skills
Desirable
- Able to work flexibly to meet the needs of the service
- Able to work as independently as well as part of a wider team
About the employer
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.