PBS Clinic Receptionist

Job overview

Applications are invited from enthusiastic, hardworking, self‑motivated and committed individuals for the position of Patient Booking Service (PBS) Clinic Receptionist.

We have the following full and part time permanent positions available covering both at St Helens and Whiston Hospitals sites. Further details can be discussed at interview.

• 1 x full time – 37.5 hours per week (Ref 409‑7636272) based at Whiston
• 1 x full time – 37.5 hours per week (Ref 409‑7825406) based at St Helens
• 1 x part time – 25.5 hours per week (Ref 409‑7638090) based at St Helens
• 1 x part time – 22.5 hours per week (Ref 409‑7825569) based at Whiston
• 1 x part time – 17 hours per week (Ref 409‑7545064) based at St Helens

Main duties of the job

The successful applicant will be based on Clinic Reception in the busy Outpatients Department.

Duties include accurate data inputting, making appointments using the Hospital Information System, responding efficiently and effectively to telephone calls and liaising with staff in the clinic including doctors, secretaries, nurses and any other relevant staff. Keyboard skills are essential; full IT training will be given. The role may be demanding at times.

All reception posts cover all sites: St Helens Hospital, Whiston Hospital and Lowe House.

Detailed job description and main responsibilities

• As a receptionist you must greet patients, visitors and colleagues in a polite manner.
• Print patient clinic lists and relevant reports for clinics as required on a daily basis ensuring all relevant clinical staff are given copies.
• Check patient demographics, including ethnicity, with patients as they arrive at reception desk. Update Trust Patient Administration System (PAS) following the departmental operational procedure document.
• Identify any overseas visitors by checking present address and previous address within the last 12 months.
• Make appointments as required on PAS. Record on appointment card and hand card to patient or send a patient letter in the post within time limits.
• Rearrange appointments for patients from cancellations and non‑attendance DNA patients following the Trust DNA procedure. Ensure all appointments are booked within 18‑week Trust/Government targets liaising with nursing and clinical staff.
• Input patient attendances and outcomes onto the Trust PAS system, including any procedure coding as instructed from patient outcome sheet.
• Hold all clinics on a daily basis according to Patient Access Policy.
• Ensure 18‑week pathway process is adhered to and pathway clock start and stop times are inputted accurately. Liaise with Data Quality Team.
• Register all patient health record supplements (HRS) movements on the PAS system. Include dispatching HRS notes to other locations within the hospital and receiving HRS notes into clinic areas.
• Deal with patients and their relatives in a friendly and sympathetic manner and attend in‑house Customer Care Workshop.
• Give general advice to patients in relation to their appointments or re‑direct to an appropriate department.
• Arrange ambulance transport for patients when required on the Patient Transport System (PTS).
• Deal with complaints on a first line basis or refer to nurse in charge of clinic or relevant department. May occasionally experience stressful or distressing situations.
• Prior to clinics commencing, organise workload to ensure all patient health records (HRS) checked with current patient lists, liaising with Health Records Department regarding health records not delivered/available.
• Ensure patient outcome forms/slips are attached to the HRS case notes for completion by the clinician. Notify nurse in charge of clinic of any incomplete outcome slips while patient in attendance at clinic.
• Complete all EDMS CQUINN never letters in accordance with local Trust procedure.
• Complete medical insurance forms (Medicash etc.) that do not need written medical input by clinician.
• Deal with telephone appointments and queries in a professional manner and accurately record messages.
• Comply with Trust and Departmental Policies and Procedures.
• The post holder will be responsible for the undertaking clerical duties to support the process of the Trust’s patient activity and to meet the relevant departmental targets following departmental booking Policy and Procedures.

Training responsibilities

• Attend IT training and keep abreast of updates as they occur.
• Attend non‑clinical mandatory training and other training courses relevant to the job role. Maintain record in personal development portfolio.
• Record all in‑house reception training provided by Team Leader.
• Be aware of the Records management, Information Governance, Caldicott, confidentiality and data protection act.
• Work towards relevant qualification/customer care workshop/Develop Personal Resilience course.

Qualifications

• Educated to GCSE level and/or equivalent qualification and/or equivalent experience.
• Customer Care qualification and/or equivalent experience.

Knowledge & experience

• Substantial clerical experience.
• Experience of dealing with the public face‑to‑face.
• Experience of working in a busy environment.
• Previous NHS experience working within outpatient clinics.

Skills

• Ability to use initiative.
• Ability to work well under pressure.
• Good organisational skills.
• Knowledge of Data Quality and Information Governance.

Other

• Able to work flexible working hours / shifts / evening / weekends to meet the demands of the Trust Outpatient Service.

Equality, Diversity and Inclusion

We actively cultivate a professional environment of fairness, equality, dignity and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and, in particular, those from under‑represented groups.

As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.

We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.

The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details, is shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision‑making process.

The equality monitoring information you provide is used to review our recruitment practices, verify eligibility for limited roles, and offer disability reasonable adjustments to the recruitment process.

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