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King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.
We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.
Job overview
An opportunity has arisen for an efficient Senior Receptionist who is passionate about delivering excellent customer care. If you are a team player who works effectively both on your own initiative and as part of a multidisciplinary team, have a flexible attitude towards your work, then you could be the person we need.
As a Senior Receptionist you will also need to work and correspond closely with the Outpatient Reception Supervisor. This role will include Outpatient Reception cover across PRUH, Orpington and Beckenham Beacon Hospitals so the successful candidate must be willing and able to travel.
Main duties of the job
The ideal candidate must possess excellent interpersonal, communication and customer service skills. Duties will include the reception of patients into clinics, making clinic appointments, answering the phones and dealing with members of the public. You will have experience of working in a team and must be prepared to be flexible, working within the demands of a very busy department which provides a patient-focused service. A willingness to learn new skills and support service developments are essential.
Most of the work is computer-based so a good knowledge of general use of computers would be required for applicants.
Detailed job description and main responsibilities
Main Duties and Responsibilities:
1. To welcome and receive all patients and visitors as first point of contact on behalf of the Trust effectively and courteously. Taking appropriate details and completing patient contact forms at the initial visit.
2. To give general advice about the services, where to refer and how to access services to both patients and health care professionals.
3. To take phone calls from other health care professionals and the general public, referring on as necessary.
4. To accurately take and document messages for the multidisciplinary team.
5. To show visiting staff around the area and give an outline of the service provided by Outpatients as necessary.
6. To signpost patients to relevant departments as necessary e.g. Bloods and x-ray.
7. To be flexible and able to cover any Outpatient Clinic area within the South Sites, whether it be PRUH, Orpington or Beckenham Beacon Hospitals.
8. Supervise workloads of band 2 admin staff alongside the Band 4 Reception Supervisor recommending improvements or corrective actions where appropriate to facilitate the efficient and effective running of the department.
9. To generate patient accounts as necessary on the EPIC system and make appointments, booking patients in and out of clinics.
10. To make, cancel or rebook appointments for specialist nurses and consultants, via telephone, letter or in person.
11. To be involved in the computerisation of systems, including entering and updating of patient data and retrieving data from the computer as requested.
12. To maintain the appointments system and records ensuring follow up as requested, including those who fail to attend.
13. To organise additional services for patients as required, such as interpreters and transport.
14. To undertake the full range of general office duties, including photocopying of standard letters and educational material.
15. To assist when required the OPAC Team with bookings, calling patients or rescheduling patients.
16. To assist the PIU Team with booking in Patients for Infusions and printing of labels.
17. To actively participate in the Team Meetings.
18. Liaise with the Band 4 Outpatient Reception Supervisor and the outpatient systems and e-RS manager concerning the cancellation or changes of clinics in accordance with agreed procedure.
19. Work in partnership with other supervisors within the team to plan and co-ordinate schedules and information for reports.
20. To ensure requests for leave are authorised by the Band 4 Outpatients Reception Supervisor and sufficient clerical cover is maintained.
21. To bring to the attention of the Outpatient Receptions Supervisor concerns in relation to sickness absence.
22. Ensure all staff mandatory training is completed and up to date.
23. Work as part of a team to ensure that both the team and individual performance targets are met and maintained.
24. Practice a flexible approach to working methods to ensure that team targets are met and maintained.
Person specification
Reception Work
Essential criteria
* ECDL or Equivalent Experience
* 3 A-C GSCEs or equivalent standard of education in English and Mathematics/or equivalent work based experience
* Experience of working in a customer focused environment
Desirable criteria
* Experience in use of any appointment/patient administration system
* Experience of supervising staff
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