PBS Clinic Receptionist
By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.
Job overview
Applications are invited from enthusiastic, hard working, self-motivated and committed individuals for the position of PBS Clinic Receptionist.
Candidates must have previous experience within a clerical environment (previous NHS experience is desirable) and have excellent communication skills. It is important that the successful candidate has a pleasant and courteous disposition, a polite telephone manner with a flexible attitude towards the demands of this post.
The ideal candidate must be able to work as part of a team, use own initiative, be able to meet deadlines and work with all disciplines of staff. We are looking for a person who can work well under pressure and remain calm and confident in difficult situations.The successful candidate will work days, evenings and weekends on different shift patterns to meet the demands of the Outpatient Department service requirements.
Full time and Part time hours to be discussed at interview.
Interview date: To Be Confirmed
Main duties of the job
The successful applicant will be based on Clinic Reception in the busy Outpatients Department.
Duties include: accurate data inputting, making appointments using the Hospital Information System, responding efficiently and effectively to telephone calls and liaising with staff in the clinic including Doctors, Secretaries, Nurses and any other relevant staff.Keyboard skills are essential; full IT training will be given. The role may be demanding at times.
Outpatient Department opening times: 8:00 am – 8:00pm weekdays
8:00 am – 5:00pm weekend
All reception posts cover all sites: St Helens Hospital, Whiston Hospital and Lowe House.
Working for our organisation
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients.We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Detailed job description and main responsibilities
KEY DUTIES- As a receptionist you must greet patients’, visitors’, and colleagues in a polite manner.
- Print patient clinic lists and relevant reports for clinics as required on a daily basis ensuring all relevant clinical staff are given copies.
- Check patient demographics including ethnicity with patients as they arrive at reception desk. Update Trust Patient Administration System (PAS) following the departmental operational procedure document.
- Identify any overseas visitors by checking present address and previous address within the last 12 months.
- Make appointments as required on PAS. Record on appointment card and hand card to patient or send a patient letter in the post within time limits (under 3 months, write appointment card, after 3 months request letter on PAS to be sent in post).
- Rearrange appointments for patients from cancellations and non-attendance DNA patients following the Trust DNA procedure. Ensure all appointments are booked within 18-week Trust/Government targets liaising with nursing and clinical staff. (Please read DNA procedure on Reception desk).
- Input patient attendances and outcomes onto the Trust PAS system, including any procedure coding as instructed from patient outcome sheet.
- Hold all clinics on a daily basis according to Patient Access Policy.
- Ensure 18-week pathway process is adhered to and pathway clock start and stop times are inputted accurately. Liaise with Data Quality Team.
- Register all patient health record supplements (HRS) movements on the PAS system. Including dispatching HRS notes to other locations within the Hospital and receiving HRS notes into clinic areas.
- Deal with patients and their relatives in a friendly and sympathetic manner and attend in-house Customer Care Workshop.
- Give general advice to patients in relation to their appointments or re-direct to an appropriate department.
- Arrange ambulance transport for patients when required on the Patient Transport System (PTS).
- Deal with complaints on a first line basis or refer to nurse in charge of clinic or relevant department / member of staff. (N.B. May occasionally experience stressful or distressing situations).
- Prior to clinics commencing, organise workload to ensure all patients health records (HRS) checked with current patient lists, liaising with Health Records Department regarding health records not delivered/available.
- Ensure patient outcome forms/slips are attached to the HRS case notes for completion by the clinician. Notify nurse in charge of clinic of any incomplete outcome slips while patient in attendance at clinic.
- Complete all EDMS CQUINN never letters in accordance with local Trust procedure.
- Complete medical insurance forms (Medicash etc.) that do not need written medical input by clinician.
- Deal with telephone appointments and queries in a professional manner and accurately record messages.
- Comply with Trust and Departmental Policies and Procedures.
- The post holder will be responsible for the undertaking clerical duties to support the process of the Trust’s patient activity and to meet the relevant departmental targets following departmental booking Policy and Procedures.
- Attend I.T. training and keep abreast of updates as they occur.
- Attend non-clinical mandatory training and other training courses relevant to the job role. Maintain record in personal development portfolio.
- Record all ‘in-house’ reception training provided by Team Leader.
- To be aware of the Records management, Information Governance, Caldicott, confidentiality and data protection act.
- To work towards relevant qualification/customer care workshop/Develop Personal Resilience course.
Person specification
Qualifications
Essential criteria- Educated to GCSE level and/or equivalent qualification and/or equivalent experience
- I.T./Computer skills qualification and/or equivalent experience
- Customer Care qualification and /or equivalent experience
Knowledge & Experience
Essential criteria- Substantial clerical experience
- Experience of dealing with the public face to face
- Experience of working in a busy environment
- Previous NHS experience working within outpatient clinics
Skills
Essential criteria- Good communication skills
- Ability to use initiative
- Ability to work well under pressure
- Good organisational skills
- Knowledge of Data Quality and Information Governance
Other
Essential criteria- Able to work flexible working hours / shifts / evening / weekends to meet the demands of the Trust Outpatient Service
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. You are part of an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce.We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact [email protected]
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years.Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
- All employees have the right to request flexible working from day one of employment.
- There is no limit on the number of requests they can make.
- Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts.Our Staff Health and Wellbeing programme offer a variety of services.
The Trust is a non-smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated.
Additional Information
Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.