Job Description

The post holder's role is to support the Pre-Assessment clinical team and associate processes to deliver a comprehensive patient centred service. The post holder will be responsible for the reception area and, for general administration in order to ensure the smooth running of all related clinics and promote high standards of customer care are maintained and at all times.



The post holder will be expected to prioritise conflicting work demands and effective working with the Pre-Assessment team, the multi-disciplinary team, internal departments and external agencies to ensure continuity in achieving excellence in patient care.



To be responsible for ensuring all visitors are given a positive image of the service as soon as they enter, being polite, courteous and helpful to all visitors and remaining calm in all situations.



To escalate wait times to their manager and offer patients up to date information about wait times and offer solutions to make patient's visit more comfortable during periods where longer waits are unavoidable



To arrive and depart patients on EPIC in a timely manner when they attend for their appointment, marking those who DNA accordingly.



To complete all relevant patient clinical outcomes on EPIC both timely and accurately and maintain good communication with specialties to ensure outcomes are being acted upon.



The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.



We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.



King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.



To be knowledgeable about the service and provide patients with accurate information where appropriate, knowing the boundaries for when it is not appropriate to provide advice. To ensure the reception area is tidy, safe and accessible for patients. To replenish the stock of patient leaflets available i.e. PALS leaflets. To ensure patient confidentiality is adhered to within and outside of the clinical setting. To constructively address aggressive and abusive patients when their actions infringe on the rights of other administrative staff or self and escalate where appropriate. To act as the first point of contact for patients, clinical specialities and or other NHS professionals who may have queries regarding the service and, dealing with administrative enquiries/correspondence in this regard. To constructively manage barriers to communication with patients of differing cultures and ethnic backgrounds or those with language barriers and variable levels of understanding and ability. To liaise with other departments in the hospital i.e. diagnostic departments, medical records, HR, patient environment, domestics, translating services, transport, PALS, supplies and projects/ works, as required. To answer telephone enquiries and to accurately relay messages where necessary, ensuring that any action requested is undertaken in a timely fashion. To ensure that all patient demographic data [i.e. address, postcode, GP and ethnic code] are checked upon attendance and updated as necessary on the relevant computer system/s. To generate patient information leaflets / letters as required. * To be responsible for accurately providing electronic information to patients.