Job summary
- Main area
- Admin & Clerical
- Grade
- Band 2 - Apprenticeship 70% HCAS Incl. 15668 4313 19981
- Contract
- Fixed term: 19 months
- Hours
- Full time - 37.5 hours per week
- Job ref
- 393-NMUH-1351
- Employer
- North Middlesex University Hospital NHS Trust
- Employer type
- NHS
- Site
- North Middlesex University Hospital
- Town
- London
- Salary
- £15,668 - £19,981 per annum inclusive of HCAs
- Salary period
- Yearly
- Closing
- 08/05/2024 23:59
Employer heading
Outpatient Receptionist-Apprenticeship
Band 2 - Apprenticeship 70% HCAS Incl. 15668 4313 19981
The North Middlesex University Hospital NHS Trust is a medium-sized acute and community trust with over 525 beds and over 600 community staff, serving more than 600,000 people living across Enfield and Haringey and the surrounding areas, including Barnet and Waltham Forest.
The hospital has been on its present site for over 100 years and was established as an NHS trust by statute in December 1990. The Trust’s services are provided on the North Middlesex University Hospital site as well as a range of community sites across the London Borough of Enfield, including at partner hospitals. They provide services in collaboration with a range of partners, including local GPs, acute, mental health and other community health service providers across North Central London.
In the year ending 31 March 2022, the Trust reported a turnover of £419.7m and employed almost 4,000 staff. Following the transfer of Enfield Community Services on 1st April 2023, this has increased as we have welcomed over 600 new staff including District Nurses, Community Matrons, Community Physiotherapists, Psychologists and many more across a wide range of adult and children’s community services in Enfield. It is an exciting time to join North Mid as we continue our journey to become an integrated care organisation to deliver high quality, seamless care in our local communities, with a focus on tackling health inequalities.
Job overview
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Apprenticeships are designed to give talented people an opportunity to gain a nationally recognized qualification while completing on the job training. You will be supported to learn and develop the knowledge, skills and behaviours you need to perform in the job role. You will also have study time allocated within your working hours to gain your qualification. We are seeking to appoint a friendly person with excellent communication and keyboard skills to join the Main Outpatients Team. For this role you will undertake a 19 -month Customer Service development programme within the department through work-based learning and by attending regular training sessions. Successfully completing the training programme will lead to an Intermediate Apprenticeship at Level 2. This position is offered as a fixed term contract with the opportunity to become permanent once the qualification is successfully completed and achieved. Please be advised if you already hold a relevant qualification in this subject area ( so Customer Service ) at Level 2 or higher you are not eligible to apply for this apprenticeship role. |
It is a very exciting time to be joining the Outpatient Team at North Middlesex university Hospital, the post holder will have day-to-day responsibility for providing a high-quality reception and clerical service to the outpatient clinics, you will need to be available to work some weekends and be flexible with their working hours, you will cross cover departments for other staff as and when required. Ensuring that all patient attendances are accurately recorded on all appropriate hospital IT
systems including our PAS called Medway.
The post holder will also be responsible for the timely and accurate checking in and out of patients, confirming attendances with patients. They will also be responsible for answering the telephone, Pre–Assessment Department and Theatres along with liaising with the multi-disciplinary team, other departments and services to answer queries. To ensure that all patient notes are available in a timely manner.
The successful candidate should be flexible with regards to working occasional late shifts, with good IT skills, and experience in filing and other clerical duties. Previous experience of office or reception duties is essential, preferably within the healthcare setting, and all candidates must meet the criteria laid out within the person specification included in the job description.
For further information please contact; James Howard on 0208 8873119 or via email [email protected]/ [email protected] / [email protected]
Main duties of the job
- Booking patients follow up onto the computer system.
- Update all demographics details.
- Complete outcomes of clinics and accurate recording of 18 weeks pathway
- Generate DNA letters to patients and GP’s.
- Deal with telephone and face to face enquiries from all staff groups, patients, relatives, careers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
- Always communicate verbally in a sensitive and caring manner.
- Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
- To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is always maintained.
- To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
- In the event of the hospital system failure the relevant disaster recovery procedure is followed.
- To provide and support for junior staff as required.
- Track case notes and other documentation in line with trust protocols.
- To collect notes from medical records., as needed.
- To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
- To report any service/performance shortfalls to Team Leaders and work as part of a team to address such areas.
- Helping patients on Kiosk operation.
- Participating in trainings, team meetings and reporting all challenges.
Working for our organisation
The outpatient receptionist team comprise 18 receptionists, 2 clinic coordinators, plus a Deputy Service Manager and Service Manager. We rely on teamwork and good communication for the service to run smoothly.
The department can be pressurised and the role demanding but we have the support in place to help alleviate difficult situations. Punctuality, politeness, and hard work are essential as the role is front line and dealing face to face with patients, relatives and colleagues.
North Middlesex University Hospital NHS Trust is a single site, medium-sized hospital, located in Edmonton and is the local acute hospital for the boroughs of Enfield and Haringey.
We are currently looking for an enthusiastic and dedicated receptionist band 2 to join our busy department in Surgery, Associated services and Cancer. We welcome roughly 1000 patients per day through our 8
different clinics.
Detailed job description and main responsibilities
The role is administrative and will require great organisational and communication skills. You will be required to pay close attention to detail. You will need to be able to cope well under pressure, use your initiative to work individually and work well as part of a team.
If you thrive in a very fast moving, busy environment and are looking for a challenge, you could be just the person we are looking for. Short listed candidates will be invited for an interview.
Detailed job description and main responsibilities
Prioritise and manage workload without direct supervision.
Provide a high quality reception and administrative service for the Outpatient department and to ensure appointments are made in line with Trust policies, guidelines and departmental protocols, additional
duties will include:
- Preparation of medical notes for relevant clinics
- Booking patients follow up onto the computer system.
- Update all demographics details.
- Complete outcomes of clinics and accurate recording of 18 weeks pathway
- Generate DNA letters to patients and GP’s
- Deal with telephone and face to face inquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
- Communicate verbally in a sensitive and caring manner at all times.
- Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
- To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
- To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
- In the event of the hospital system failure the relevant disaster recovery procedure is followed.
- To provide and support for junior staff as required.
- Track case notes and other documentation in line with trust protocols.
- To collect notes from medical records., as needed.
- To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
- To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.
- To monitor and escalate shortages in stock e.g. stationary, paper etc. to team leaders for ordering.
- To undertake mandatory training.
- To participate in the Trust Performance Development scheme for staff.
Person specification
Education and qualifications
Essential criteria
- Basic literacy and numeracy skills' or 'Entry Level 2/3
- GCSE or equivalent level education
- NVQ Level 2 in Business Administration/Customer Care or acquired equivalent experience
Skills and abilities
Essential criteria
- Demonstrate ability to pay attention to detail , reliably check and record data and be able to self-check completed work
- Demonstrate excellent communication skills with all levels of staff and patients
- Demonstrate a good telephone manner and technique
- Ability to work under pressure/meet tight deadlines whilst delivering high quality work
- Has flexible approach and attitude
- Good organisational and administrative skills
- Computer/keyboard skills in MS Word and Excel
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
- Ability to follow instructions; and procedures
Desirable criteria
- Awareness of patient pathways
Experience and Knowledge
Essential criteria
- Experience of healthcare administrative systems and processes
Desirable criteria
- Health records experience
- Experience of working within a multi-disciplinary team
- Experience of working with the general public
Personal qualities
Essential criteria
- Ability to maintain a professional approach at all times
Values
Essential criteria
- Demonstrable ability to meet Trust values
Other requirements
Essential criteria
- The promotion of equality of opportunity and good working relations (providing practical leadership)
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Shanil Velliani
- Job title
- Outpatients Team Leader
- Email address
- [email protected]
- Telephone number
- 0208 887 3066
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