Community Paediatric Receptionist

Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Job overview

To be a first point of contact for parents, carers and professionals. To provide a professional, customer centred receptionist service to patients attending Kaleidoscope.

It also makes the lives of parents whose children use Kaleidoscope’s services a little bit easier as they don’t have to travel to different parts of the borough to see different professionals.

Main duties of the job

To provide an accurate and timely appointment booking service for patients arriving, departing or who require follow up appointments.

To be the first line of contact to the public face of the Trust for patients attending clinical treatment.

To promote the professionalism of the Trust and maintain the privacy and dignity of the patient at all times.

To offer the patients a warm, friendly and helpful welcome and inform the patient of the next step of their journey, including any issues that may delay that process.

To maintain a calm attitude at all times, being aware of patients’ worries and concerns coming to hospital.

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.

Working for our organisation

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:

1. 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
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

Detailed job description and main responsibilities

Ensure the accurate entry and up-date of patient details and patient hospital episodes.

To ensure patient details are verified and accurately updated on RIO during the arrival and departure process.

To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.

To follow Trust Overseas/Private Patient procedure to ensure the Trust receives the income generated by these patients. To organise support services for patients as required e.g. booking interpreters and liaising with the transport desk.

To participate in the PDR process to ensure personal skills are enhanced.

To comply with 18-week RTT pathways including e-RS and 2 Week Wait targets and to understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health. Be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking/appointment services.

Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Outpatient Manager or Outpatient Supervisor to ensure a high-quality service delivery.

Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.

Receive internal and external telephone enquiries with regard to all Outpatient matters.

The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines

To escalate to relevant Specialty Service Mangers capacity and waiting list issues that require urgent action.

A formal performance review takes place on a yearly basis where objectives are agreed and reviewed in line with the performance management system

The post holder will record parting activity of the RTT status in line with the Access Policy.

Person specification

Qualifications and Training

• Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service

Experience

• Numerate and articulate
• Excellent written and verbal communication skills.
• Knowledge of Patient Admin System (PAS)
• Excellent organisational skills
• Keyboard skills
• Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.

• Experience of using RIO

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note, not all roles will meet the criteria for a skilled worker visa.