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

o 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

o Be a calm, supportive, flexible and adaptable member of the team

o Deal with all enquiries in a professional and co-operative manner

o Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

o Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

o Provide non-clinical advice and guidance regarding appointments

o Process patient data and appointments using the Trust EPR

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)."