Job Description

Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service



Record all outpatient attendances (cashing-up) on the Patient Access System



Book follow-up appointments, discharge back to the GP and/or add to waiting lists



File documents according to Information Governance policy



Communicate with patients, visitors and staff in a professional and courteous manner



Communicate effectively using all available forms of communication



Maintain an uncluttered and tidy reception area



Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces



Support the Managers and Supervisors in developing a patient focused service.



Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets Ensure that all patients attending in person are checked in Ensure all patient information is complete and up to date on the Trust ERS Identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff Be a calm, supportive, flexible and adaptable member of the team Deal with all enquiries in a professional and co-operative manner Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.



Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

Northwick Park Hospital:

home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK

St Mark's Hospital:

an internationally renowned specialist centre for bowel disease

Ealing Hospital:

a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice

Central Middlesex Hospital:

our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.



We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.



Key responsibilities

Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets Ensure that all patients attending in person are checked in Ensure all patient information is complete and up to date on the Trust ERS Identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff Be a calm, supportive, flexible and adaptable member of the team Deal with all enquiries in a professional and co-operative manner Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible Provide non-clinical advice and guidance regarding appointments Process patient data and appointments using the Trust ERS Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act Redistribute and file appropriate documents according to Information Governance policy General Manager, Service Manager, Team Leader, Supervisor & Receptionist Maintain an uncluttered and tidy reception area Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision Be a proactive problem solver and encourage team-wide problem solving Support the Service Manager and Supervisors in developing a patient focused service Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers Complete staff surveys and audits Maintain grooming and dress standards, in accordance with departmental/Trust policy Assist in supporting and mentoring of new team members Attend annual appraisals and review objectives regularly Attend, complete and apply all mandatory training

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