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Detailed job description and main responsibilities

KEY RESPONSIBILITIES:

• Patient/Public Contact

• Welcome patients, relatives and visitors to the department and provide advice or guidance, information or assistance as appropriate.
• Deal with telephone enquiries from patients and relatives in a polite and professional manner ensuring that the information provided is accurate and compliant with patient confidentiality and data protection policies.
• Use skills to overcome barriers to communication such as language or disability.
• Remain composed and professional when faced with people displaying aggressive or violent behaviour.
• Show empathy when dealing with emotionally distressed members of the public who may have received “bad news”, and be prepared to deal with this situation on a daily basis.
• Inform the nursing staff of any patient/visitor to the Unit who becomes unwell.
• Receive information from department managers and relay to patients and visitors as appropriate.
• Treat individuals in a non-judgemental, respectful manner, irrespective of race, creed, gender, age, religion, personal appearance, lifestyles or behaviour.
• Be able to concentrate whilst working in a busy, potentially noisy, public area with frequent competition for your attention.
• Keep patients updated when clinics are running late, provide updates to patients every 30min.

1.2                     Out-patient Clinics

1.2.1               Making follow-up appointments for patients to attend the outpatient clinics that run in the department.

1.2.2               Ensuring that the above information is cascaded to the patient, either at the time of the appointment being made by completing an appointment card for the patient to take away or by ensuring that a letter is sent to the patient by post.

• Arrange transport for patients attending clinics where needed.
• Ensure patient information is fully maintained on the PiMS screen i.e. patient marked as attended, follow-up appointments made etc and that clinics are properly cashed up at the end of each clinic session (within 1 working day).

• Using PiMS (Patient Information Management System)

1.3.1               Update patient records ensuring that as much accurate patient data is recorded as possible including mobile telephone numbers if applicable.

1.3.2               Use communication skills to further question patients and relatives in order to obtain relevant and accurate information i.e. ethnic origins etc.

1.3.3               Diary Manager responsibility: cancel/close/reschedule follow-up clinics when doctors away and notify the Appointments Office manager to close/reschedule new patient clinics ensuring adherence to the Waiting List Policy.

1.3.4               Book follow-up appointments for patients following treatment at Addenbrooke’s Hospital.

1.3.5               Notify the Appointments Call Centre of details of patients seen on the wards ensuring these are recorded as new patient episodes.

1.3.6               Report all faults with PiMS and the Information Technology System to the IM&T Department.

• Report any other equipment faults to the appropriate department or person.

• Training

1.4.1               Undertake training of new and temporary reception staff as required, to ensure a seamless service.

• Other Duties

• Undertake photocopying duties as and when required.
• Deal with daily internal and external post, distributing as necessary.
• Ensure that the clinic and reception area is well maintained at all times, this may involve close liaison with the domestic and estates departments.
• Record and maintain daily clinic statistics for the consultants and the Trust information Services.
• Assist in covering the absence of other reception staff as and when required. This may involve working additional hours.
• Liaise with consultants, unit manager and secretaries concerning the position of their clinics when necessary.
• Respond to an ever-changing and demanding workload within the resources available, prioritising own workload.
• Monitoring stationery supplies for the department and re-ordering as required.
• Nominated person if there is a need to evacuate patients from the building/area.