Admin Assistant / Receptionist

Job summary

Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes

Advise clinics of patients who are late arriving for their appointments

Book follow-up appointments

File documents according to Information Governance policy

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces

To cover clinics between hours of 8:30am - 8:00pm on rotational basis following working time directive (WTD)

Support the Managers and Supervisors in developing a patient focused service.

Customer Care:

Communicate with patients, visitors and staff in a professional and courteous manner

Update patient demographics and assist with wayfinding

Main duties of the job

• Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

o Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

o Ensure that all patients attending in person are checked in

o Ensure patient information is complete and up to date on the Trust ERS

o Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

o Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

o Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

o Communicate effectively using all available forms of communication

* For more information on the main duties of this vacancy please see the attached job description*

About us

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

"We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with general data protection regulation (GDPR)."

Job responsibilities

Please see the attached Job Description and Person Specification for further information on the key responsibilities and person requirements for this role.

Person specification

Education and Qualifications

Essential

• NVQ Level 3 or equivalent experience
• English at GCSE level

Knowledge and Experience

Essential

• Experience of delivering excellent customer service
• Experience of administrative work
• Experience of working in a constantly changing environment without direct supervision

Desirable

• Cerner / NHS Experience
• Understanding of confidentiality, data protection and safeguarding

Skills Abilities and Attributes

Essential

• Confident use of Excel and Outlook and advanced keyboard skills with accuracy
• Take initiative and works as a team and also self motivated and and organised
• excellent time management and and ability to remain calm under pressure
• flexible and adaptable to meet priorities and changing work processes. Willing to work flexible hours as and when needed
• Friendly approach to patients, colleagues and staff. Empathises and seeks welfare of others

Desirable

• Verbally fluent in 2nd language
• Experience in using Cerner and other hospital software

Heart Values

Essential

• Demonstrate commitment to Trust HEART values