Reception/Administration Clerk

Job overview

To work as part of a clinical and clerical team to support clinicians, nurses, and other healthcare professionals.

Provide an efficient general administrative day-to-day support to the department and the patients. Duties will include booking of outpatient appts, managing Clinician’s availability, ensuring all outpatient clinic availability is booked appropriately and fully utilised, dealing with incoming and outgoing telephone calls, post, filing, faxing and other general administrative duties.

Provide effective input into the work of the Trust, to support the achievement of our vision and values.

Main duties of the job

Booking appointments via the CaMIS system, managing multiple Clinicians’ waiting lists and ensuring appts are booked within the Access Policy Protocol and RTT directives.

Reviewing all Choose & Book, Directly Bookable services and appts booked by patients online and via GP surgeries.

Daily maintenance of ERS

Assist with the coordination of clinics or lists to ensure effective time management

Provide general administrative services as required by the department

Reception duties.

Working for our organisation

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Detailed job description and main responsibilities

To provide an efficient and courteous reception/booking service to patients, relative/carers, MDCU and the wider Trust.

Deal with often complex telephone queries from patients, GP’s, Consultants, and the wider Trust which may use technical language/clinical terminology and to recognise when advise is required from more senior or clinical staff.

To arrange appointments for patients in accordance with Medical case unit guidelines and Trust Access Policy, communicating with patients by telephone, giving details of the appointment and preparation in language appropriate to that patient.

To demonstrate a high standard of customer care by being always courteous and helpful to patients, visitors, and staff.

To change/reschedule appointments at the request of patients or clinicians in line with Trust Access Policy.

To communicate complex information regarding MDCU appointments and results to departments within the Trust and externally.

To communicate with the IT Department to report faults/problems with the department’s IT systems or interfaces often imparting complex or technical information.

Liaise with Consultants and Superintendents when booking appointments to ensure examinations are booked onto the appropriate lists.

To input data and maintain the integrity of data held in the IT systems used within MDCU including Hospital Information System (CaMIS) and the Hospital Results System (ICE).

To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.

To return unjustified/incorrect patient requests back to the referrer in line with departmental protocol ensure the reason is appropriately communicated to the referrer.

To implement manual procedures detailed in the department’s disaster recovery and business continuity plans in the event of IT systems/network failure.

To ensure all departmental targets and deadlines are achieved using initiative to book/move patients into appropriate appointment slots. Raising any potential problems to the attention of more senior staff.

To assist with reception administration and update the relevant databases and patient information systems when required.

To use advance keyboard and computer skills to accurately and rapidly input patient and examination data into the MDCU and Hospital systems.

To be actively involved in offering suggestions for service improvements and to help support and implement any changes necessary.

To book interpreters and transport in accordance with Trust protocol.

To be able to work using own initiative and to be able to work unsupervised.

To open, process and send mail, photocopying and emails, as and when necessary.

Person specification

Educations, Training and Qualifications

• Minimum 3 GCSEs at grade C or above, including English or equivalent.

• NVQ Level 2 Business Administration or Customer Care or equivalent
• IT Literacy

Knowledge and Experience

• Telephone communication experience
• Computer based administration systems experience
• Good basic IT skills including use of MS Outlook
• Previous experience in a patient in a patient/customer facing role

• Experience within the NHS
• General administrative experience

Skills

• Good written and verbal communication skills.
• Effective interpersonal skills
• Good organisation skills, planning and time management skills
• Able to maintain confidentiality at all times and knowledge of GDPR

At Northampton General Hospital we provide general acute services and hyper-acute stroke, vascular and renal services to people living in Northamptonshire. As well as this we are an accredited cancer centre and provide cancer services to a wider population of Northamptonshire and parts of Buckinghamshire.

We are proud to be the first hospital in the UK to have obtained Pathway to Excellence® designated accreditation from the American nurses credentialing centre (ANCC).

We are driven to helping you to be the best you can be.

We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Apply today and join the largest family in Northamptonshire.

Our Excellence Values:

• Compassion
• Respect
• Integrity
• Courageous
• Accountable

To apply for this post, scroll down to the bottom of this page and select “apply online now”.

In submitting an application form, you authorise Northampton General Hospital to confirm any previous NHS service details via the Electronic Staff Record Inter Authority Transfer process should you be appointed to the post.

Due to the high number of applications received we are unable to respond to each application individually. If you have not been contacted within 4 weeks of the closing date you have been unsuccessful in this application.

For further information on nursing, apprenticeships, A&E or any other departments please visit our specific website or pages that are indicated on the right hand side of this advert.

Northampton General Hospital NHS Trust recognises that staff of differing backgrounds and life experiences enrich our workforce and bring different skills and knowledge. We therefore encourage and welcome applications for our vacancies from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

PLEASE NOTE THAT WE RESERVE THE RIGHT TO CLOSE VACANCIES PRIOR TO THE ADVERTISED CLOSING DATE WHEN WE ARE IN RECEIPT OF SUFFICIENT APPLICATIONS