Outpatient Clinic Receptionist

Job overview

The post holder, as a member of the Outpatient Service Team, has the responsibility for providing a high quality and comprehensive range of administrative and reception duties.

The post-holder will have responsibility for ensuring a high quality cost-effective and efficient service to Outpatient users. They will work with the multi-disciplinary team in delivering an excellent patient and user experience.

Main duties of the job

Main duties;

• To communicate clearly, effectively and appropriately with the multi-disciplinary teams, patients and their family/visitors/carers.
• As the first point of contact in the department, ensure patients are made comfortable and treated with kindness respect and dignity
• To register patients on the Trust’s Electronic Patient Records System (EPIC).
• To assist patients using the self-check-in kiosks.
• To assist patients with outpatient related queries when required.
• To provide a courteous, efficient follow-up appointment booking service to all patients.
• To resolve appointment booking issues with patients, clinical staff or administrative colleagues in an efficient and effective manner.

• To meet and greet patients and book appointments in a timely and efficient manner.

Working for our organisation

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and around 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King’s to another level.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

The post holder has a general duty of care for their own health, safety and well-being and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountability associated with this post.

• To observe the rules, policies, procedures and standards of King's College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.
• We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued.
• At King’s we are a kind, respectful team:

Kind . We show compassion and understanding and bring a positive attitude to our work

Respectful . We promote equality, are inclusive and honest, speaking up when needed

Team . We support each other, communicate openly, and are reassuringly professional

• To observe and maintain strict confidentiality of personal information relating to patients and staff.
• To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.
• This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.

Person specification

Qualifications

Essential criteria

• NVQ Level 3/A level or equivalent experience in Customer Care
• 5 GCSEs or A level – Baccalaureate Qualification or equivalent standard of education

Desirable criteria

• Commitment to undertaking further course of study in Customer Care

Experience

Essential criteria

• Experience of working in a customer – focused environment.
• Ability to work as part of a multidisciplinary team

Desirable criteria

• Experience in the use of an Appointment/patient administration system such as EPIC/eRS/Enoy/Call-Forward

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.