The Outpatients team at Royal Bolton Hospital NHS Foundation Trust has an opportunity for 4 enthusiastic, motivated and flexible individuals looking for a challenge in a post that is both interesting and varied. The service is covered between 8-6pm Monday-Friday with occasional Saturday requirement when needed.
You will be responsible primarily for providing reception service and a cross cover to Health Records, whilst additionally completing all associated administration tasks to ensure our patients receive an excellent first impression, you will ensure all necessary data is recorded and revenue generated.
Duties will include storage and retrieval of case notes, case note prep for clinics, dealing with enquiries, arriving, departing and registering patients, booking and confirming appointments using LE2.2, coding and completing outcomes, customer service and other general clerical duties. The post holder will be expected to be involved in the implementation of new working practices.
You will be expected to have excellent communication and interpersonal skills and the desire to work in a patient focussed environment. You will also need to have good IT and organisational skills, with the ability to deal sensitively and confidently with people both face to face and over the telephone, as well as work effectively as part of a team. The ability to work under pressure and meet deadlines is essential.
Main duties of the job
- Ensure casenotes are available and ready for clinic. Any missing casenotes to be located and prepared for attendance.
- Retrieve case-notes from within the department if necessary.
- Greet patients in accordance with Customer Service protocol, enter arrival time onto LE2.2 or other Trust systems, ensuring sensitivity is applied.
- Accommodate any special needs or translation requirements.
- Direct patient to the correct waiting area.
- Enter departure time, RTT status and clinic outcome (e.g., discharged, further appointment).
- Complete all coding for Treatment clinics.
- Follow Trust DNA Policy for patients failing to attend clinic, ensuring standard letters are sent where appropriate and information is entered on LE2.2 or other systems.
- Receive and respond to booking requests sensitively for patients undergoing palliative care.
- Arrange face‑to‑face follow‑up appointments at request of clinic staff, recording specific instructions.
- Make appointment bookings, cancellations and alterations in line with booking protocols on LE2.2 and other Trust systems, informing patients of any changes and ensuring appointments are agreed over the telephone.
Working for our organisation
The aims of this Trust are to improve the health of our people and provide the best possible care to the population in which we serve and ensure that our staff have joy and pride in their work. We are striving to recruit a workforce that reflects the communities in which we serve. Staff are valued and we can offer excellent opportunities for further training and development.
Detailed job description and main responsibilities
Please read the attached Job Description and Person Specification.
Person specification
Education
- GCSE English C or above
- GCSE Maths C or above
- Administrative / Clerical Qualification
Experience
- Customer Service Experience
- Knowledge of data protection guidelines
- Previous experience of NHS or Hospital setting
- Reception Experience
The vision of this Trust is to be recognised by the people of Bolton and beyond as an excellent provider of health and care services and a great place to work. We are striving to attract, recruit and retain high calibre skilled staff which reflect our communities. We are an inclusive employer who trains and develops our staff in a positive learning environment.
We thrive on cultivating cultural architecture, if you have the right skills, attitudes and behaviours, in line with our Trust values, we welcome and appreciate the diversity you bring to our organisation.
We offer a wide range of staff benefits. Please see our benefits page for current details.
Employer certification / accreditation badges
This post will require disclosure that is checked to ensure there are no unspent criminal convictions.
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