Patient Services Assistant | Royal Cornwall Hospitals Nhs Trust

To lead by example and maintain high levels of customer care and administrative practice, across both the General Office and Outpatient Reception areas of the Trust, with a strong focus on data quality and activity recording.
The General Office provides a front-line cash service for patients, visitors, and staff at the Royal Cornwall Hospital. The post holder will undertake several administrative duties for the Trust in the performance of their duties. The most significant of these is the reimbursement of travel expenses to patients in receipt of means tested benefits. In the performance of these duties, the post holder will demonstrate a high level of customer service skills and provide a high quality, caring, efficient and responsive service to patients, relatives, and their careers.
Assist the Patient Services management team to ensure that all reception desks are staffed during clinic hours to an appropriate standard, together with the General Office. To review and check staff rosters and generic working to ensure efficient cover is provided.
There may on occasion be a requirement for the post holder to work more generally across other areas of Patient Services including outpatient booking services.
Banking and Cash Handling
Issue and account for petty cash, including the payments of travel expenses for patients under the Hospital Travel Cost Scheme and daily cash reconciliation.
Receive, account for and bank, using the General Office database, paying patient payments, donations, and any other income to the Trust.
General Administration
Receive, account for, and hold in safe keeping, valuable patient property using the cash and valuables system.
Receive and account for lost property using the General Office lost property database.
Investigate and process Ex-Gratia claims.
Respond to general enquiries.
Assisting Departments across the Trust with arrangements for the provision of Interpretation and Translation Services including the provision of document translation.
There may be a requirement, on occasion, to work more generally in other areas of Patient Services, which appropriate training will be provided.
People Management
Coordinate day-to-day outpatient reception staff within the service, ensuring workflow and output is managed to meet Trust targets.
To assist with the induction and training of new and existing General Office or Reception staff. Carry out 3-month and 6-month competency framework reviews.
Participate in the recruitment, selection process.
To ensure the Trust requirements of mandatory training are valid and up to date for staff.
Assist the Patient Services management team to ensure that all reception desks and General Office are staffed as required.
The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with
visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.
We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.
The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.
Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.
Maintain a high level of customer service, financial and administrative accuracy, whilst working at times with visitors to the General Office/Reception who present challenging behaviour e.g. patients, carers and visitors who are upset, angry and frustrated or patients where there are barriers to communication.
• To ensure all areas are staffed and to an appropriate level during periods of annual leave, staff turnover and sickness absence.
• Ensure 100% data quality compliance with regards to the recording of outpatient attendances and clinical outcomes across all reception areas, together with financial reconciliation in the General Office.
• Maintaining robust oversight of the whole service ensuring best practice and adherence to Trust policies and procedures at all times.
This advert closes on Tuesday 5 Mar 2024