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.

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.