Band 3 Receptionist

JOB DESCRIPTION

JOB TITLE: Band 3 Receptionist

Location : Mid Ulster Hospital

Start : May 2025

JOB SUMMARY:

To provide an effective, efficient front line reception service at Acute Hospital out-patients departments carrying out a range of administration tasks including the use of computer systems, maintaining good communication with colleagues, multidisciplinary professional staff and reporting any issues to Line Manager as require.

KEY RESULT AREAS / MAIN RESPONSIBILITIES:

1. Undertake a full range of reception duties at out-patients department. Dealing courteously with patients, relatives and multi-disciplinary team. Assisting patients with self check-in process as required.

2. To receive telephone calls at out-patients reception which may occasionally be sensitive and will require staff to have effective communication skills. On occasions, face to face contact in out-patients may be of a distressing or emotional nature.

3. Updating patient's demographic records on their arrival at out-patients department as required.

4. Arranges and issues out-patient appointment letters to patients for appointments six weeks or less, using Antrim PAS, Royal Victoria Hospital PAS, South Eastern Trust PAS, NIMATS as appropriate, liaising with Consultants, Partial Booking and secretaries as necessary.

5. To be responsible for making and posting appointments for ante-natal patients for 20 week scans, also for midwife booking and Consultant Obstetric clinics as required.

6. Sorting results/correspondence for filing into ante-natal patient's case-notes when they arrive at clinics. 7. Clarity self-check-in system requires receptionists to update daily the clinic changes for the following week to ensure patients are able to check in. This involves using Assure to record revisions to clinics taking place, as required.

8. Adding patients to correct Consultant review waiting list for waiting times greater than six weeks including adding any additional requirements eg ambulance or interpreters if indicated.

9. Work in accordance with the Trust's Policies and Procedures eg IEAP, POPI, use of email etc.

10.Print on a daily basis computerised lists from relevant PAS systems eg clinic booking summaries, clinic appointment schedules for the multi-disciplinary staff.

11.Ensuring all clinic outcomes and self-directed aftercare discharge codes are recorded on a timely basis on PAS including off site clinics eg domiciliary clinics, Child Development clinics etc

. 12.Communicate with clinic preparation team regarding walk-ins to clinics. Locating referral letters and patient charts as required.

13.To discharge patients as directed who DNA etc at Consultants out-patient clinics, sending letters to GP and patient.

14.To book Ambulances and interpreters via the Ambulance and Interpreters booking systems when making review appointments for those patients with less than six weeks' notice.

15.To deal with telephone calls and process messages and queries as appropriate. Ensure any complaints, queries etc are reported immediately to Line Manager and Out-Patient Manager if required.

16.To open, sort and distribute mail for the department, ensuring Consultants received referrals for grading and returned to Booking Office within required time.

17.To complete Private Patient Form 1 with patient details and consultation date, and pass to Consultant for Private Patients being seen in the Out-Patient Department.

18.To retain Consultant time order lists and additions to out-patient review waiting lists in line with Good Records Management.

19.To maintain records on Patient Centre system tracking chart location and forwarding to various departments.

20.To communicate effectively and provide a high standard of customer service on behalf of the Trust.

21.To maintain a high level of confidentiality of information in line with current legislation and policies within the department.

22.To assist in the induction of new staff to the Department as required.

23.To attend in-service training programmes as required.

24.To operate automated office equipment as required.

25.To report any incidents or accidents to Line Manager and Out-Patient Manager.

26.Carry out other appropriate duties which may be assigned from time to time by the Senior Officer.

GENERAL RESPONSIBILITIES:

Employees of the Trust will be required to promote and support the mission and vision of the service for which they are responsible and:-

 At all times provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner

 At all times demonstrate practice the HSC values of Working Together, Excellence, Openness & Honesty and Compassion

 Carry out their duties and responsibilities in a manner which assures patient and client safety  Comply with all instructions in regard to Infection Prevention and Control

 Demonstrate their commitment by their regular attendance and the efficient completion of all tasks allocated to them

 Comply with the Trust's Smoke Free Policy

 Carry out their duties and responsibilities in compliance with health and safety policy and statutory regulations

 Adhere to equal opportunities policy throughout the course of their employment

 Ensure the ongoing confidence of the public in service provision

 Adhere to the Code of Conduct for HSC Employees which aims to guide staff, managers and employers in the work that they do and the decisions and choices they have to make. Professional staff are expected to follow the code of conduct for their own professions as well as this code.

ESSENTIAL CRITERIA:

4GCSE's A-C to include English Language or equivalent plus one year's clerical experience which includes the use of Microsoft Office and dealing with patient/client queries.

or

2 year's clerical experience which includes the use of Microsoft Office and dealing with patient/client queries.

Skills / Abilities

Effective communication skills The ability to:

Work under own initiative Apply tact and diplomacy

To deal with difficult situations

To work as part of a team

Knowledge

Knowledge of PAS

Knowledge of Medical Records

Knowledge of Data Protection Act

If you meet the essential criteria and are interested in this opportunity, please upload your CV via the link provided. Zuzana Dojcsarova will contact shortlisted candidates to confirm the next steps.

Successful candidates may need to apply for an Access NI Certificate through Staffline, even if they already possess a valid certificate