Centralised Outpatient Receptionist

Job Overview Centralised Outpatient Services at North Bristol NHS Trust support the clinical divisions and specialties to administer their outpatient services. The service comprises our patient-facing Reception Team, our telephone and email-based Patient Contact Centre and our administrative Booking and Referrals Teams. This is a dynamic service with opportunities for future development for staff who excel in their roles. This is a patient-focused environment, where we are committed to supporting professional growth and career progression. Main duties of the job Candidates are invited to join our Reception Team, where we are looking for confident individuals who can bring their customer services and professional communication skills to the workplace. Attending hospital is often an anxious time for patients, and your calm, friendly and empathetic approach will be essential. You will be required to greet patients, carers and visitors and assist with multiple queries such as hospital transport issues and booking urgent follow-up appointments. You will also be required to be a competent user of the Information Technology systems. Working for our organisation Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston. With an annual turnover of 2.6 billion, we are now one of the largest NHS trusts in the United Kingdom. Chaired By Ingrid Barker And Led By Maria Kane As Chief Executive, Bristol NHS Foundation Trust Aims To Transform The Way Healthcare Is Delivered Locally With a Clear Focus On Making a Difference For What We Call Our Four Ps

• Better outcomes for our Patients
• More opportunities for our People
• Fairer more consistent care for our Population
• Best Value for Public Purse Detailed Job Description And Main Responsibilities
• To welcome patients, carers and visitors to various specialty appointments within the Trust.
• To be polite and friendly, dealing with queries in an efficient and timely manner.
• To ensure patient information is kept confidential and not shared with others.
• To respond to queries from patients, carers and visitors.
• To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues.
• To keep patients informed if the clinics are overrunning.
• To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention.
• To oversee patients awaiting transport, and liaise with the transport department in relation to patients still waiting.
• To hand over the care of patients awaiting transport at the end of the working day to the appropriate team ie, Discharge Lounge or Nurse in Charge.
• To take and action internal calls on the reception desk.
• To assist in quieter times with the packing and posting of letters to patients.
• To follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines.
• To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day. Person specification Education/training Essential criteria
• GCSE or equivalent qualifications, to include English Language and Mathematics
• IT literate eg, email, word processing, with experience of inputting data into a computer system Desirable criteria
• Have an understanding of outpatient department and/or a fundamental understanding of the NHS
• NVQ 2 Level 2 Customer Service Work Experience Essential criteria
• Experience of dealing with multiple enquiries, both face to face and over the telephone, while maintaining a professional manner.
• Experience of carrying out routine administrative and clerical tasks, including filing, data entry, record management and use of office equipment.
• Experience of providing high quality customer service, demonstrating empathy, professionalism and a commitment to meeting customer needs.
• Experience of using systems and Microsoft Office applications (e.g. Outlook, Word and Excel) to support administrative processes. Desirable criteria
• Understanding of outpatient appointment booking processes, waiting list management and referral pathways.
• Experience using PAS systems such as CareFlow, ICE, CHRIS or similar electronic patient record systems. Knowledge/Skills/Abilities Essential criteria
• Demonstrates excellent verbal and written communication skills, including the ability to communicate professionally and sensitively with patients, relatives and clinical staff.
• Able to manage a busy workload, prioritise tasks effectively and maintain accuracy while working in a fast paced environment.
• Demonstrates a patient centred approach, providing a courteous, professional and welcoming service while maintaining dignity.
• Able to work calmly and efficiently under pressure, managing multiple tasks, frequent interruptions and competing priorities.
• Competent in using Microsoft Office applications and patient administration systems, with accurate data entry and record management skills.
• Understands the importance of adhering to NHS policies, procedures, information governance and confidentiality requirements.
• Demonstrates willingness and ability to learn new systems, processes and procedures and apply training effectively in the workplace. Desirable criteria
• Able to adapt to changing service needs, shift patterns and departmental priorities.
• Works effectively both independently and as part of a multidisciplinary team.
• Demonstrates a dependable, professional approach with good attendance and timekeeping.