Outpatients Receptionist
Construction of the new integrated critical care unit was completed in 2018, extension of a Neonatal Unit and an approved plan to build a brand new, state of the art Emergency Department which commenced in 2021
We provide high quality, friendly and effective community health services from multiple sites covering Walsall. Our multidisciplinary services include rapid response and homebased care, so that those with long term conditions and the frail elderly can remain in their own homes.
We are recommended by colleagues as a place to work which is supported by the trusts values to work as part of a team, being respectful, compassionate and professional. We are committed to investing in our workforce
Following our recent CQC visit the Trust was rated as outstanding for care and this has been recognised by NHS Improvement.
The work we do is highly rewarding, and in addition to an attractive salary, we offer a valuable range of benefits, including: salary sacrifice scheme; car leasing scheme; on-site staff accommodation (subject to availability); the ability to retain your NHS pension (where applicable) or the opportunity to join an alternative scheme; and the opportunity to develop and implement your expertise in an encouraging yet challenging environment
We would particularly welcome applications from people from a Black, Asian and Minority Ethnic background and from people with a disability; these groups are currently under-represented at senior level, we value diversity within our Trust and are working to achieve equality in our recruitment.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment at this time, we do encourage our staff to get vaccinated.We will be checking the vaccination status of all new starters so that we can manage individual and environmental risks, and so that we can support those who may be undecided about vaccination. If you are unvaccinated there is helpful advice and information at COVID-19 Vaccination | How to access your vaccine in the Black Country and West Birmingham (blackcountryandwestbirmccg.nhs.uk) where you can also find out more about how to access vaccination.
There is a current Government consultation underway which will determine whether some new starters may need to be vaccinated.
Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant. The Trust currently holds the Bronze Award which underlines the Trust’s commitment to supporting the Armed Forces Community. As an organisation, we are aiming to achieve the next level Silver award, with our sights firmly on Gold.
RESPECT - COMPASSION - TEAMWORK - PROFESSIONALISM
Job overview
To provide a first class professional, comprehensive and efficien reception or call centre point of contact for patients in line with the Elective Access policy either in person or via the call centre.
Main duties of the job- Using initiative to ensure that patients are cached up in line with local and national access targets.
- Plan, organise and prioritise own workload, while accepting direction and delegation from Outpatient Receptionist Team Leade
- To ensure that there is good communication between the administration team and the clinical team so that the outpatient area runs smoothly.
Working for our organisation
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300, providing inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community.Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010 and the continued upgrading of existing areas ensures the Trust now has a state-of-the-art Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit facilities.
A new Urgent Emergency Care Centre was opened in March 2023. The two-storey development has significantly improved emergency care facilities and capacity and has provided almost 5,000 square metres of additional clinical space.
Detailed job description and main responsibilities- In advance of the start of the clinic, ensure that the Lead Nurse in the clinic are made aware of any problems regarding missing case notes or referral letters and support the clinic by requesting notes / letters from the appropriate areas.
- To ensure that all patients are received and directed to the appropriate waiting area or department, in a courteous and professional manner.
- To ensure that patients demographic details are always kept up to date on the Patient Administration System (Careflow) system,
- To use the Patient Administration System (Care flow), to book patients in and out of clinic
- Using the information on the clinic outcome form or agreed protocols, ensure that the outcome of the clinic attendance is recorded accurately and immediately on PAS ensuring correct RTT (Referral to Treatment) status is recorded.
- Book interpreter services for patients as required.
- To ensure that routine enquiries from patients about their appointments such as postponing, cancelling or rearranging are all dealt with professionally and immediately.
- To ensure that all case notes are tracked on the Record Tracking System
- Always maintain patient confidentiality.
- Carry out any other duties, within the grade, as requested by the Reception Team Leader.
- To deal with all Call Centre enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public.
- Effectively manage caller’s expectations following Call Centre Standard Operating Procedures whilst providing correct and accurate information at all times.
Person specification
NHS Experience
Essential criteria- NHS Experience in a Adminstration Environment
IT Skills
Essential criteria- Use of Internal EPR Systems
- Use of Microsoft Word Applications
Experience
Essential criteria- GCSE's Level A-C
- NVQ2 Customer Service
- Previous 2 year experience in a Customer Service Environment
- Experience using Microsoft Packages
- Previous NHS Experience
- Previous experience in an Outpatient Setting
- Previous experience in a Call Centre setting
Please note your application will be transferred from the NHS Jobs system to internal Walsall Healthcare Trac System. All correspondence will be sent via Trac
Following our recent CQC visit the Trust was rated as outstanding for care and this has been recognised by NHS Improvement.
** Please Note that this post may be identified as suitable and a preference given for Internal at Risk Employees**
We would particularly welcome applications from people from a Black, Asian and Minority Ethnic background and from people with a disability; these groups are currently under-represented at senior level, we value diversity within our Trust and are working to achieve equality in our recruitment.
IMPORTANT NOTE ON COMPLETION OF REFERENCE SECTION OF APPLICATION FORM
References from current and previous employers will be sought and must cover a minimum of 3 years employment. When completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover this period.Failure to complete this section may result in your application not being processed.
Please review the attached Job description and person specification carefully before applying to ensure that you meet the essential job requirements.
Candidates should be aware that, regardless of country of origin, their ability to communicate in written and spoken English to the standard required to carry out the post, will be assessed during the selection process.
Referee email addresses should be provided on your application form.
Following the closing date, if you have not heard from us within 6 weeks you may assume your application has been unsuccessful.
We reserve the right to close this job early. Interested applicants are therefore advised to apply as early as possible.
If a large number of applicants meet the essential criteria then random selection will be applied.
We are committed to operating flexible working practices wherever possible and committed to equal opportunities.