Reception Co-Ordinator

Overview

To lead and manage the reception staff under the management of Royal Eye Infirmary ensuring strict compliance with Trust policies and procedures.

Reception hours range from 07:00 to 20:00 Mon Fri and 08:00 to 16:00 Sat/Sun/Bank Holidays which are covered on a rota basis and are subject to change depending on the needs of the service.

• Effective and efficient management of specific departmental and patient administration systems, ensuring strict adherence and compliance to all Trust Policies and procedures.
• Provide line management for the REI Reception team within Ophthalmology.
• Ensure reception staff have a good level of understanding and that all administration processes, particularly Outcome Forms, are dealt with in accordance with APNs, Trust and RTT Access Policies.
• Ensure staff have a clear understanding of reception procedures that affect the booking of patients as stated within the Trusts APNs.
• Ensure that all staff are trained on how to use Medisoft.
• Monitor that all patients failing to attend appointments (DNAs) are managed in accordance with the Trust DNA policy.
• Ensure compliance with checking and amending patient and GP details on iPM, using the reception script.
• Complete electronic incident reports as appropriate.
• Ensure the InTouch Dashboard is monitored regularly throughout the day, ensuring that reception staff action any alerts and red crosses promptly. Any problems to be reported to Plymouth ICT Helpdesk.
• Ensure reception staff are aware of each other’s roles, to provide support and cover during periods of sickness/annual leave wherever possible.
• Compile staff duty rota and ensure sufficient staffing levels are available at all times including evenings and weekends.
• Ensure all reception staff are adhering to all responsibilities and tasks accordingly.
• Monitor and evaluate staff performance through frequent contact with staff to ensure staff implement decisions and work within the Trusts policies and procedures.
• Manage staff sickness and deal with initial stages of grievance and performance issues.
• Approve annual leave ensuring all sufficient staffing levels are available at all times & keep Healthroster up to date.
• Be responsive to Trust policies, priorities and the changing needs of the service, and adapt the workload as required.
• Ensure that an Individual Performance Review is obtained from supervising Line Manager on an annual basis and in turn undertake appraisals for the reception staff.
• Assist with the recruitment and selection of staff and take part in interview panels.
• Be the main point of contact for the coordination and placement of volunteers.
• Communicate and implement any required changes within department.
• Deal with complaints within the department effectively and promptly.
• Ensure all staff undertake statutory update training to include awareness of fire prevention, health and safety issues and regular updates.
• Prepare hospital notes for relevant clinics prior to the start of morning and afternoon sessions.
• Request routine hospital transport and ambulance for patients as required.
• Respond appropriately to telephone enquiries from patients, hospital staff and the general public.
• Cover all reception positions as necessary, including absence cover.
• Keep office/reception areas tidy at all times, actioning any post as soon as delivered.
• Work at a peripheral site on occasion.

We are a people business where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment.

We offer all of this in a vibrant, modern city with a historic reputation for adventure.

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment manager for this post who will put you in touch with the recruitment team. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles.

Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.