Endoscopy Receptionist Full Time

Coffee Hall, Buckinghamshire
Milton Keynes University Hospital
Job overview

Receptionist/ Administrator

Department: Endoscopy, Medicine Division

Band: 3

Hours: 37.5 per week , all MKUH roles will be considered for flexible working

PLEASE CONSIDER IF YOU ARE ABLE TO COMMIT TO THE SPECIFIC REQUIRMENTS OF THE JOB BEFORE APPLYING.

An exciting opportunity has arisen within the Endoscopy Team for a FULL TIME Receptionist/ Administrator- working pattern will be via a rolling 4/5 week rota.

The post holder will be required to work Saturdays (approx. 1 in every 4/5)

The working week will incorporate mostly be long days (3 days x 10 hours + 1 day x 7.5 hours)

The successful applicant will be expected to work over two sites – Milton Keynes University Hospital and Whitehouse Diagnostic Centre, MK8.

The successful applicant will need previous experience working within the NHS in an administrative or reception-based role. The role will be to provide excellent reception/ customer service to our patients as well as offer administrative support and schedule appointments. Experience of using Windows 10 and eCare would be advantageous, but not essential as full training will be given.

The successful applicant must be able to demonstrate good administrative skills.

They must enjoy working as part of a team and ideally will have had previous experience of working with the public.

Interview date: 30/08/2024

Main duties of the job

To cover reception and support the Admission team in Endoscopy (MKUH and Whitehouse Community Diagnostic Centre)

Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner

Handle queries from patients/relatives confidentially and sensitively; referring clinical-related queries to appropriate staff

Interact with patients and relatives in distress in a sensitive and empathetic manner

Take and relay as appropriate, telephone enquiries and messages, using initiative and prioritising skills when disseminating information

Ensure all activity is finalised in a timely manner using Trust’s patient administrative system (eCare) or appropriate IT system including ‘did not attends’ (DNAs) cancellations and discharges

Update patient details on eCare System as appropriate, checking all demographic details on arrival or departure

Ensure all procedures are followed re data capture for service specific outcomes in line with Trust agreed timelines

Ensure all paperwork is filed appropriately

Arrange interpreter and transport services where indicated

Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development

Provide cover across the team as and when required

Working for our organisation

MKUH staff scored highest for ‘I look forward to coming to work’ (NHS Staff Survey 2023).

Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.

The role requires exemplary customer service skills, along with the ability to multi task and prioritise your own work. The role can be extremely busy with varying demands and needs, the successful applicant must be able to work well under pressure and remain courteous and professional at all times. A flexible approach to the needs of the department is essential.

Detailed job description and main responsibilities

Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets

Ensure telephone answer machine is available for out of hours queries; respond to patient/subject queries the next working day

Photocopying, filing, faxing, and other general office duties

Process referrals and booking requests into the department using local booking guidelines, following up with referrers where there is essential information outstanding

Manage patient waiting lists according to trust pathway guidance

Be aware of the targets in the NHS plan and how actions taken in everyday procedures affect these targets

Ensure that patients appointments including new and follow up, DNAs and cancellations, discharges are booked and managed in accordance with booking rules outlined in the Trust Access Policy, ensuring that patient pathway targets are achieved

Escalate any capacity issues via the local escalation process

Liaise with internal and external colleagues to share patient pathway information and diagnostic information, and expedite patient journeys where required

Provide advice with regards to appointments to patients and relatives on the telephone

Provide any specific advice to patients upon arrival in preparation for their appointment

Use initiative when dealing with patients’ queries or when dealing with GPs who may request patient information

Monitor Electronic booking systems (eRS, Zesty etc) as appropriate

Manage worklists generated by electronic booking systems

To be able to contribute to continuous service improvement initiatives by highlighting areas for improvement

Support the booking of Cancer, 2 week waitwaits (2WW) and Rapid Access patients as appropriate and within Trust pathway guidance.

Please refer to the job description for further details.

Person specification Qualifications and knowledge Essential criteria

• Good general education including English at GCSE (Grade C or above)- or equivalent. Alternatively candidates must be able to demonstrate a level of knowledge gained from previous satisfactory clerical experience in a health care environment.
• Good standard of spoken English
• Strong IT skills in relation to Microsoft packages including word/excel
• Knowledge of NHS Administration systems and procedures
• Understanding of confidentiality in the workplace

Desirable criteria

• Knowledge of Waiting list procedures

Experience Essential criteria

• Minimum 6 months customer care work experience or previous clerical experience
• Working in a busy environment dealing with peaks of high workload and problem solving
• Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines

Desirable criteria

• Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
• Clerical experience in a healthcare environment

Skills Essential criteria

• Excellent word processing skills / computer skills
• Evidence of working under pressure to tight deadlines and deal with difficult situations e.g. patients, public and visitors.
• Good administrative skills
• Strong organisational skills with ability to prioritise and manage own workloads and other straightforward activities
• Good attention to detail
• Ability to make decisions using own initiative

Personal and people development Essential criteria

• Willingness to attend training sessions to develop self and improve service provided to patients

Communication Essential criteria

• Effective verbal and written communication skills
• Good telephone manner
• Good all round communication skills
• Good customer service skills
• Effective Team Working

Specific requirements Essential criteria

• Able to perform the duties of the post with reasonable aids and adaptations