Medical Outpatients Clerical Assistant / Receptionist
Job overview
The post holder will provide efficient and comprehensive administration support, working as part of a team, covering all aspects of the Medical Outpatients Reception function and Medical Outpatients Department.
Duties will include providing a reception service to patients, relatives/carers and all staff groups, arranging patient appointments via telephone or face to face and demonstrating a high standard of customer care.
Main duties of the job
A vacancy has arisen for a full time clerical assistant/receptionist to work within the busy Medical Outpatients Department at Northampton General Hospital.
We are looking for an enthusiastic person to join the team. The successful candidate will have a flexible and positive attitude, be methodical, committed team player, able to work under pressure, meet deadlines and have excellent customer services skills as this is a patient facing role.
An eye for detail is essential along with good IT skills.
The successful candidate must have experience in a clerical or receptionist role.
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 service to patients, relative/carers, Medical Outpatients 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 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 courteous and helpful at all times 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 Medical Outpatients 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 the administration and clinical teams when booking appointments to ensure appointments are booked onto the appropriate lists.
To input data and maintain the integrity of data held in the IT systems used within the Hospital Information System (CaMIS).
To record all requests coming into the department in an accurate and timely manner using both electronic and manual systems.
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 data into the Medical Outpatients 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 support in training of Medical Outpatients and other Trust staff and train new admin staff as required on all departmental administrative systems.
Locate medical notes within a department or request them from other locations
To prepare medical notes for outpatient clinics.
To be able to work using own initiative and to be able to work unsupervised.
To provide general administrative services as required by the department.
To open, process and send mail, photocopying and emails, as and when necessary.
Person specification
Educations, Training and Qualifications
Essential criteria- English and Maths GCSE grade c or equivalent
- IT qualification
- NVQ Level 2 Business Administration or Customer Care or equivalent
Knowledge and Experience
Essential criteria- Telephone communication experience
- Computer based administration systems experience
- Good basic IT skills including use of MS Outlook
- Previous experience in a patient/customer facing role
- Previous experience within the NHS
- General administrative experience
Skills
Essential criteria- Evidence of good written communication skills
- Good oral communication skills
- Effective interpersonal skills
- Able to maintain confidentiality at all times and knowledge of GDPR
- Good organisation skills, planning and time management skills
Key Competencies/Personal Qualities and Attributes
Essential criteria- Flexible attitude to work and willingness to learn and adapt to change
- Evidence of good team working skills
- Able to work to deadlines
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 celebrate staff achievements and value the importance of working as one big team. That’s why we talk about Team NGH. It’s all about working together to provide the best possible care for our patients and supporting each other to grow and develop our skills.We are driven to helping you to be the best you can be.
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.
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