Millie Rust

To provide a friendly & efficient, service at all times for patient and service user enquiries (telephone and face-to face), adhering to the operational/customer care guidelines.

Ensure patients receive timely appointments and correct information prior to their diagnostic appointment - this includes accepting referrals and ensuring they are accurate and relevant, managing appointments, cancellations, DNA's, service redirections, organising vetting, liaising with Consultants, Physiologists, nursing teams and secretaries.

Monitoring the DMO1 PTL, ensuring that patients are booked within the prioritized time period in line with Trust protocol.
To manage an efficient administrative process, ensuring that patients on the PTL are validation as required prior to an appointment being offered.

Ensuring that all correct documentation is sent and received and that patient information and choice is offered.

Have a working knowledge of the hospital information system (IPM).

Liaising with the Clinical Measurement team regarding any clinical queries or decisions relating to patients.

To cover the administration/validation of the DMO1 PTL ensuring that patients are booked via the CRIS system within the prioritised time period in line with DMO1
Standards.

Adhere to booking rules and conduct daily checks to clinic schedules to ensure that all appointment slots are effectively utilised.

To check and action where possible all DMO1 reports, ensuring that a timely escalation is given to the Business Support Manager, when targets cannot be achieved.

Understand and adhere to Trust booking targets, taking a proactive approach to identifying waiting list pressures to Line manager.

Support with daily operational tasks of the reception team.

To act as a role model to new staff and colleagues.

Be able to interrogate CRIS and DM01 waiting list PTL's to obtain information to support performance management and service development.

Support and train new staff when required
To liaise with Consultants, secretaries and other Trust staff as required Undertake training and personal development as appropriate to the post.

Create and use spreadsheets to collect data as and when required.

Use Word, Excel, iPM, CRIS & E-mail as required

1. To provide the first point of contact for patients, relatives and carers arriving for an outpatient appointment or admission, presenting a professional, calm and confident manner in line with the Trust's Values & Behaviours.
2. To provide a full reception service to the outpatient clinic including but not limited to: - Maintaining accurate information and patient demographics within Trust PAS system - Supporting clinical staff in ensuring the Trust meets accessible information standards for patients with communication difficulties. - Ensuring patients' arrival and departure times are electronically captured. - Distribution, collation, and inputting of clinic outcomes - Book future appointments and recording of non-attendances.
3. To update and process all relevant documentation using both manual and computerised systems, as necessary.
4. To answer the telephone and deal with all enquiries to the service in a professional, efficient, and empathetic manner. To take accurate messages, record details and pass onto the appropriate team/individual as required.
5. To liaise with consultants, secretaries and other support services to ensure that patient enquiries and appointments are dealt with appropriately and efficiently.
6. To ensure work is prioritised and completed in a timely manner.
7. To provide receptionist cover across the clinic or ward as directed, complying with local working processes in order to meet service needs across the relevant department.
8. To fully participate as a member of the outpatient team and demonstrate effective communication with colleagues.
9. To communicate all information and messages to patients in a professional and sensitive manner.
10. Photocopying, filing, audio transcription from dictation and record keeping as required.
11. To ensure that the patients' records are kept up to date and in good order, in accordance with Trust Policy.
12. To provide cover for other members of the private patient administrative team during periods of annual leave and sickness in order to meet service needs.
13. To work flexibly to meet the needs of the service, including weekends and bank holidays as required.
14. To undertake the necessary training associated with the role and to maintain a satisfactory level of knowledge and competencies, to include relevant Referral To Treatment (RTT) modules
15. To be responsible for meeting and maintaining personal mandatory training requirements.
16. Any other appropriate duties which may be required to meet the needs of the service.

1. To provide a service to a designated specialty, working in partnership with consultants, secretaries and

outpatient colleagues to keep outpatient clinics utilised to optimum levels and to provide performance

data to Consultants as requested.

2. Responsible for liaising with Consultants, nursing staff and other heads of departments to ensure the

smooth running of outpatient systems.

3. To provide a professional and efficient service to patients and service users including dealing with all

enquiries by telephone and face to face.

4. To be responsible for booking, monitoring and organising appointments/cancellations and service

redirections/rejections via the e-Referral Service, liaising with secretaries and consultants to ensure these

are processed within the required timescale and reporting any capacity pressures to the Management

Team

5. To check clinic schedules daily to ensure that all appointment slots are effectively utilised.

6. Validate and book appointments from the waiting lists and escalation any concerns as appropriate.

7. To be responsible for booking tests for patients who will be attending clinics

8. To be responsible for implementing established administrative/clerical policies within the Access and

Performance Outpatient Booking Team and to ensure compliance with national guidelines, Trust policies/

procedures and departmental protocols at all times Ensure the Trust's Patient Administration System is

accurate and reflects the correct outcome and referral to treatment pathway.

9. Validate and escalate waiting lists to ensure compliance with National 18 week Referral to Treatment

(RTT) targets.

10. To actively share knowledge with other members of the Access and Performance Outpatient Booking

Team, in order to gain an understanding of the wider outpatient service.

11. To cover duties of other team members and outpatient clinic reception desks during periods of

sickness and annual leave to meet service needs.

12. Any other appropriate duties which may be required to meet the needs of the service

• To provide complete and effective administration support to the patient experience team

• To provide administrative support for the delivery of Schartz Rounds.

• To act as first point of contact via telephone, email in person dealing with internal and external staff.

• To sort/redirect, acknowledge and/or answer correspondence appropriately.

• To support the feedback data upload process.• To ensure that documentation is effectively managed and exchanged, maintaining accuracy and

confidentiality including confidential financial contract information and personal details of research

applicants.

• To support any patient engagement initiatives as required.

• To support the team (wider organisation) in developing bespoke patient satisfaction surveys.

• To assist the team with the development of patient experience surveys.

• To comply with all the Trust policies and procedures.

In the restaurant Thunderbird Fried Chicken, I worked as front of house, this was where I would be greeting customers throughout the day and night as well as checking around the restaurant to make sure that everything is clean and presentable so that customers don't come in and have to sit on a table full of mess. During the day I was faced with a variety of customers in a fast paced environment, always ensuring the customer gets a 5 star experience and is leaving will a smile.

Throughout the day I am taking customers orders and making customers coffee's or food they have

ordered. I have been trained on the coffee machines to make a range of different coffees.Once the

customers orders have been made and prepared the order is taken to the customers table. After the

customers have left I then make sure the tables have been cleaned and the dirty cups and plates are

washed. Throughout the day making sure the work area is clean is one of the main jobs as well as making

sure the party area is ready for the next party coming up. When the party comes you must ensure that

all the food is ready and prepared on the table ready for the children.

A big part of my role at Sports Direct is ensuring that the customers have a good experience at the store,

throughout the day I am making sure that behind the tills and the accessories in front of the tills are clean

and look tidy. During the day I am keeping on top of the jobs we are given throughout the day making

sure they are all done before we leave, these range from putting out new stock to closing down areas of

clothing. Working in such a fast-paced environment has allowed me to adapt my skills within customer

assistance. Throughout the day we are constantly promoting items to customers to help them benefit

themselves. This has also given me an insight to what it is like when you have to make decisions on the

spot. Working here has made me be able to learn new things quickly.

During a normal day working I spend a large portion of the time dealing with customers. This includes

handling money, both informing customers of charges and ensuring the correct change is given. This has

developed my quick thinking and numeracy skills. A big part of my role is communicating with customers

of all ages: young children and parents/carers. I have had to deal with different attitudes and behaviours,

including challenging customers that have been confrontational. This has enabled me to improve on my

communication styles and skills. I have gained an insight into working in a busy environment, working on

the seafront during a particularly busy summer with a large volume of customers. This has helped me to

develop my time management and prioritisation skills. Another part of the role was grooming and caring

for the donkeys, ensuring they were well fed, watered and rested. I also had to groom and prepare them

prior to arrival at the seafront. This was all skills that were new to me, I learnt quickly and was able to

adapt to the unpredictable nature of the d

I worked as a store picker, for people who choose to do an online shop which consists of picking the items

the customer has chosen within their order, at a target amount each hour with how many items need to

be picked every hour. Including a quality check and freshness of all the items chosen checking the dates

on the foods you have picked and also ensuring they are the best quality for the customer. Also, within

doing this job whilst going around the store you are helping customers with any enquires they have or

help them to find what they're looking for.