An exciting opportunity has arisen to join the Reception Team for our new Community Diagnostic Centre working alongside our Outpatient and Corneo Department reception team at The Queen Victoria Hospital. You will be key to supporting our new service welcoming patients, Your role will include checking patients in and out for their hospital appointments. Dealing with patient enquiries over the phone and face to face. Working in a team consisting of nursing, administration and clinicians in the Outpatients Department.
We are looking for someone who is enthusiastic, motivated, flexible, hardworking, positive thinking whilst adhering to the Trust Values. The service is Monday -Friday and the shift pattern will be 8-4pm.
For further information, please see the attached trust job description and person specification for a full list of duties and responsibilities.
Rated GOOD overall with outstanding care by the CQC. A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond.
We specialise in conditions of the eyes (corneoplastics), hands, head and neck cancer and skin cancer, reconstructive breast surgery, maxillofacial surgery and prosthetics, providing regional and national services in these areas of clinical expertise. Our world-leading clinical teams also treat more common conditions of the eyes, hands, skin, and teeth for the people of East Grinstead and the surrounding areas. In addition, QVH provides a minor injuries unit, expert therapies, a sleep service, and a growing portfolio of community-based services. Patients consistently rate QVH amongst the top hospitals in the country for quality of care.
Our success is underpinned by the skills and enthusiasm of our staff and a strong culture of partnership. We are fully committed to training and development of the workforce with support for continuing education and learning.
Manage Outpatients, Virtual Clinic, and CDC Reception desks for the department and deliver an excellent patient experience by meeting and greeting stakeholders in a friendly and professional manner.
Ensure visitors and patients are directed to the appropriate waiting area, as required, keeping parents/ carers/ patients regularly informed of any delay.
To identify patients that may require transport, interpreters or any other special needs and escalate to Band 3 Reception staff to action, in accordance with Trust guidelines.
Managing the flow of patients, and their carers, through the reception area, identifying those who may require assistance or to be highlighted as a priority to the clinical staff.
Maintaining contact with patients waiting either in person or online.
Maintaining regular communication with the clinicians throughout the day, and making sure they are aware of any patient who has been waiting a long time.
The ability to respond to unexpected events or difficulties encountered by both clinicians and patients, either in the clinic or online, identifying the possible causes of any issue and choosing the most appropriate course of action in order to resolve.
Deal with queries and potentially challenging or distressed patients at reception or online, especially if clinics are running late, clinics have been cancelled at short notice, or the patient has received upsetting news.
To answer and resolve a wide range of telephone, face to face and online queries to the department in a professional, empathic, polite, and courteous manner. These may be non-routine and will require some questioning of the caller, who may be a patient, carer, or member of another hospital team, in order to understand the nature of their query and then take action as appropriate.
Phone for taxis for patients who have attended the hospital but are less able.
Maintain a tidy, safe working environment, reporting any hazards of faults in a timely and appropriate manner.
Encourage patients to complete the Friends and Family Survey.
To check that patient’s arrival and departures are correctly recorded on trust systems which are currently Enlighten for check-in, and Attend Anywhere for video consultations.
Validating patients’ identification and demographic details. Where new or revised information is obtained, update the Trust’s Patient Administration System (PAS).
Ensure Trust standards relating to confidentiality are followed at all times, including the disposal of confidential material and use of online/video systems.
To ensure all clinics, be they face to face, telephone or virtual are cashed up on a daily basis on the Trust’s PAS.
Book follow up appointments as and when requested by the clinician.
Ensuring that patient cancellations and DNAs are dealt with in accordance with the Access policy. .
Raise Datix to the Risk team for incidents that occur within the department.
Ensure uncashed clinic reports are actioned weekly, liaising with secretaries as required.
Work with the team leader, and clinical service managers, to identify opportunities to improve the service.
To undertake any other reasonable duties, responsibilities or projects as requested commensurate with the postholder’s skills, knowledge and experience.
