We are looking for an enthusiastic, conscientious Receptionist to join our busy Oncology
and Haematology Department. In this role, you will work closely with our administrative
team and healthcare professionals to deliver a high-quality, patient-focused service to
patients and their careers.
The post holder will be accountable to the Administrative Manager.
Uphold patient confidentiality and manage distressed or anxious patients with
sensitivity and professionalism, adhering strictly to departmental protocols.
Candidates will need to demonstrate excellent customer care and communication
skills. Be friendly, approachable, and flexible in their approach to work.
The successful candidate will have good keyboard skills, experience of working with
the public, and previous administrative experience. In return, we offer on-the-job
training and an excellent foundation for developing a career within the NHS.
The post holder plays a key role in supporting the outpatients service, working closely with
clinicians, Clinical Nurse Specialists (CNSs) and chemotherapy nurses to ensure the safe
and effective delivery of care for cancer patients.
Main duties of the Job
To provide, a welcoming, supportive and caring environment for patients, relatives
and visitors at all times.
This position is essential to the smooth and efficient operation of the department,
serving as the first point of face-to-face contact for healthcare stakeholders.
They will provide a comprehensive outpatients reception service to all patients and
careers attending the Unit.
Promote the professionalism of the Trust and maintain the privacy and dignity of the
patients at all times.
To be responsible for actioning the check-in/out system for all patients attending the
unit, monitoring and maintaining the patient check-in Kiosk.
To ensure the booking processes are followed accurately and in a timely manner, and all
clinic outcome forms and reconciliations, and close of business processes are completed for
each clinic within the LGHT guidelines.
The post holder is responsible for scheduling patients’ new, follow-ups and pre
chemotherapy clinic appointments in a timely and efficient manner, helping to maintain
seamless patient pathways and quality of care.
Cross site working is a standard operational requirement within the Lewisham and
Greenwich NHS Trust to cover service needs, staff shortages across locations. To be aware
you may be asked to give cross site cover to support our generic team at Suite 8, Lewisham
University Hospital if the need arises.
Please refer to the Applicant Guide via the link below for key information: - Applying to LGT Guide - Key Information for Applicants
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
Widening access (anchor institution) and employability
Improving the experience of staff with disability
Improving the EDI literacy and confidence of trust staff through training and development
Making equalities mainstream
Detailed job description and main responsibilities
To ensure that all patients have checked-in on the Self-Check-in Kiosk and this is reflected on Enlighten, the kiosk management system.
Support the smooth flow of patients throughout the Unit by co-ordinating with clinical staff and administrative staffs.
Update Icare with any new information/ changes to patients’ demographics.
Monitor and maintain the Self-Check-in Kiosk by applying to Icare any new information from the Kiosk, data that is received regularly by email.
As the first point of face-to-face contact, ensure that all queries are dealt with in a professional and sensitive manner and when necessary, work closely with the Administrative teams to resolve or refer onto the appropriate Service, ie MAGS Macmillan Advisory Team.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
- In the absence of the HCA ensure all patients have height/weight taken prior to their clinic appointment and document on Icare.
- Maintain daily the Outpatients Clinic Information Board
- Ensure all follow up appointments are made as instructed by clinicians on the E-outcome forms and that these instructions are followed with care.
Email the relevant clinicians through the generic email box with any queries on outcomes relating unavailable slots and inform the Admin Manager of any capacity issues relating to booking appointments.
- Email the relevant clinicians through the generic email box of any e-outcomes that are outstanding and for those clinicians that do not respond within a good time frame, escalate to the Administrative Manager.
For patients requiring blood forms, that these are printed and either handed to the patient or sent by post with patients’ appointment letters.
All clinic to be cashed-up by the end-of day for any outstanding clinics that these are completed within 48hours in line with LGHT guidelines.
- Answering telephone queries or re-directing as appropriate in a sensitive and professional manner.
To organise support services for patients as required, booking interpreters, porters and liaising with the transport desk.
- Request all necessary maintenance work after consultation with the Administration Manager.
- To give reception cover for annual leave or sickness to Lewisham Suite 8 Clinic Co-ordinator, as and when needed, on a team rotational basis.
- To assist clinicians and healthcare professionals with any IT issues relating to clinic procedures, inform Management of any urgent issues that they are unable to resolve in good time.
- The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines
- To participate in the PDR process to ensure personal skills are enhanced.
- Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.
Ensure that the required mandatory training is up-to-date in line with the Trusts guidelines and Policy
