Joanne Cole

• Utilise the Trust Hive System and Audit Base System to accurately record patient details and activities appointments, discharges, waiting list, ensure the timely recording of all patient activity in line with the Trust Patient Access Policy including data quality requirements.
• Provide a telephone service, answering and recording incoming calls, relaying queries, and messages as necessary, liaising with other departments and external organisations where appropriate.
• To communicate with service users in an empathetic manner, using tact and diplomacy and to understand potential barriers to communication modifying both style and method of communication appropriately.
• To ensure that all requests to cancel clinics / patient appointment slots, have met with senior management approval.
• To liaise with other clinic coordinators across the Division when demand varies, ensuring a ‘one team' approach which will benefit the service user.
• To contribute to the provision and smooth running of a reception service, ensuring customer service needs are met.
• To manage requests for other services, ensuring compliance with Trust deadlines and inputting requests into appropriate systems, e.g., arranging patient transport for eligible patients, booking interpretation services.
• Contribute to the administrative workload by undertaking data input to clinical and corporate systems.
• Escalate issues, complaints to their manager or team leader.
• Maintain supplies of patient information literature.
• Receive, distribute, and action mail as appropriate.
• Collating files, medical records and reports for archiving.
• Contribution to the maintain of stock levels.
• Participate in preparations for patient attendances, e.g., compiling the necessary paperwork or supplies for a clinic.
• Enhance own performance through continuously developing own knowledge, skills, and behaviours to meet the current and future requirements of the job and respond to the learning needs of the Trust.
• To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
• To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with Trust policies. Identify and take action when own or others' action undermines equality and diversity
• To contribute to best practice and assist in developing working practices in the unit/team to deliver an efficient and effective administration service.

I worked at St Mary's Antenatal Clinic for 3 months. I moved on to work as a Band 3 NHS Receptionist / Clerical assistant working in various Health Centres across Manchester covering wherever needed.

My main duties were to provide reception and clerical support to the clinics including administrative work for Orthotics, District nurses, Health visitors, Podiatrists and school nurses.

• To greet all those attending the Clinic, inform the nursing staff of patient arrivals and register all new patients.
• Ensure visitors and staff use signing in procedures as appropriate. Organize patient appointments for clinics, and liaise with nursing & medical staff as appropriate.
• Manage administration regarding patient registration and general enquiries, either by telephone or in person.
• Handle all incoming telephone calls by dealing with queries where appropriate, or passing the enquirer onto the relevant department.
• Take accurate messages, detailing the nature of the enquiry and pass to the relevant member of staff.
• Assist with filing and processing patient records, including filing investigative results, correspondence etc.
• To in-put patient data on computer system and ensure that patient details are accurate and kept up to date.
• To provide cover for sick and annual leave for reception colleagues as and when required.
• Undertake photocopying and other general office duties.
• To maintain confidentiality at all times dealing with sensitive issues tactfully and discreetly.

• Greet patients and visitors in a professional and friendly manner.
  Answer phone calls, schedule appointments, and provide general information about services offered.
  Direct patients to the appropriate areas or staff members as necessary.
  
• Schedule and confirm patient appointments, ensuring accurate times and dates.
  Manage follow-up appointments, reminders, and rescheduling.
  Coordinate with medical staff to ensure timely patient flow.
  
• Maintain and update patient records in the clinic's electronic medical records (EMR) system.
  Ensure all documentation is filed appropriately and securely.
  Verify insurance information and eligibility for fertility treatments.
  
• Assist patients with billing inquiries, process payments, and handle co-pays.
  Maintain accurate billing records and receipts.
  
• Serve as a liaison between patients and healthcare providers, ensuring timely communication.
  Relay test results, appointment reminders, and follow-up information.
  Handle patient inquiries, concerns, and complaints professionally.
  
• Assist medical staff with patient check-in and triaging.
  Ensure patients have necessary forms completed prior to appointments (e.g., consent forms).
  Handle patient referrals and lab orders.
  
• Provide compassionate, empathetic, and confidential support to patients, understanding the sensitivity around fertility treatments.
  Create a comfortable and supportive atmosphere for patients undergoing fertility-related procedures.
  
• Order office supplies and keep the front desk organized.
  Perform clerical duties such as data entry, filing, faxing, and photocopying.
  Assist with any additional office management duties as needed.