Job summary This post is only open for applications for individuals employed within the Hampshire and Isle of Wight NHS Care System Organisations within scope are as follows: Hampshire and Isle of Wight Integrated Care Board Southern Health Foundation Trust Portsmouth Hospitals University NHS Trust University Hospital Southampton Solent NHS Trust South Central Ambulance Service Isle of Wight NHS Trust NHS Salary Band:Band 2,£24,169 per annum Hours per week:Full time, 37.5 hours per week Do you have a keen interest in customer service? Would you like to be the face for patients and service users? Do you get job satisfaction from helping people? We are currently looking for a receptionist to join our Corporate Reception Team based at Queen Alexandra Hospital. If you can work under pressure to high standards, have excellent interpersonal and communication skills, and can deliver a high quality of care in a busy professional environment, we would like to hear from you Full training will be provided. You will be part of a supportive team operating on an 11-week rota, ensuring our reception areas are covered 24/7, including weekends, bank holidays and nights. In return, we offer enhancements on shifts worked on the week and during unsociable hours after 8pm. Please see example shifts below: Early shift: 7am to 3pm Day shifts: 8am to 4pm, 9am to 5pm Late shift: 3pm to 11pm Night shift: 11pm to 7am Main duties of the job To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust. Recognise people's needs for alternative methods of communication and respond accordingly. Respond to enquiries by telephone and in person in a courteous, professional and informed manner. React calmly in high emotional situations, always showing empathy and compassion. In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area. Data entry, for example: accessing the Trust's Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys. Access the Patient Care system to answer patient related queries. Staff will be requested to support portering to deliver case notes to various areas within the QAH site. About us Here at Portsmouth Hospitals University NHS Trust, we are proud to provide expert, compassionate care for our local population. We are ranked as the third in the country for research, embedding education and training across the organisation. Our main hub is the Queen Alexandra Hospital, which is one of the largest hospitals on the south coast employing over 8,700 staff. Our patients come from all walks of life and so do we. We hire great people from a wide variety of background because it makes our hospital stronger. If you share our values and our enthusiasm for getting it right for patients, colleagues, and our community, you will find a home at Portsmouth Hospitals University NHS Trust. Date posted 09 April 2025 Pay scheme Agenda for change Band Band 2 Salary £23,614 a year Contract Permanent Working pattern Full-time Reference number REF1375C Job locations Southwick Hill Road Cosham PO6 3LY Job description Job responsibilities To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust. The post holder should recognise the importance of effective communication within the team and will strive to: - communicate effectively with team members - communicate effectively with patent and carers - recognise people's needs for alternative methods of communication and respond accordingly - show compassion and empathy Respond to enquiries by telephone and in person in a courteous, professional and informed manner. React calmly in high emotional situations, always showing empathy and compassion. Deal with face-to-face and telephone enquiries in a courteous, professional and informed manner, ensuring adherence to Trust Policies regarding confidentiality. In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area. Work standard procedures, using Trust and Local policies and procedures. Data entry, for example: accessing the Trust's Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys. Access the Patient Centre system to answer patient related queries. In staff absence, staff maybe asked to assist in covering shifts on the rota to ensure that the service is covered. Staff will be requested to support portering to deliver case notes to various areas within the QAH site. The post holder may be required to undertake other duties relevant to the service as may be determined by the Management team. Staff are expected to work as a relief week where staff are requested to be available for last minute sickness if applicable. This will be once every 11 weeks. Job description Job responsibilities To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust. The post holder should recognise the importance of effective communication within the team and will strive to: - communicate effectively with team members - communicate effectively with patent and carers - recognise people's needs for alternative methods of communication and respond accordingly - show compassion and empathy Respond to enquiries by telephone and in person in a courteous, professional and informed manner. React calmly in high emotional situations, always showing empathy and compassion. Deal with face-to-face and telephone enquiries in a courteous, professional and informed manner, ensuring adherence to Trust Policies regarding confidentiality. In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area. Work standard procedures, using Trust and Local policies and procedures. Data entry, for example: accessing the Trust's Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys. Access the Patient Centre system to answer patient related queries. In staff absence, staff maybe asked to assist in covering shifts on the rota to ensure that the service is covered. Staff will be requested to support portering to deliver case notes to various areas within the QAH site. The post holder may be required to undertake other duties relevant to the service as may be determined by the Management team. Staff are expected to work as a relief week where staff are requested to be available for last minute sickness if applicable. This will be once every 11 weeks. Person Specification Qualifications Essential NVQ 2 in Customer Service or relevant experience GCSE English and Maths Experience Essential 2 years experience in a customer facing role Working with the general in a customer facing role for at least 1 year Worked as part of a team Desirable NHS experience Skills and Knowledge Essential Ability to communicate effectively with all visitors to the QAH site Ability to manage and resolve patient/visitor/carer related queries professionally Ability to use multiple computer program Ability to work using own initiative Ability to balance competing priorities Confident in dealing with highly emotive situations, whilst remaining calm Person Specification Qualifications Essential NVQ 2 in Customer Service or relevant experience GCSE English and Maths Experience Essential 2 years experience in a customer facing role Working with the general in a customer facing role for at least 1 year Worked as part of a team Desirable NHS experience Skills and Knowledge Essential Ability to communicate effectively with all visitors to the QAH site Ability to manage and resolve patient/visitor/carer related queries professionally Ability to use multiple computer program Ability to work using own initiative Ability to balance competing priorities Confident in dealing with highly emotive situations, whilst remaining calm Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Portsmouth Hospitals University NHS Trust Address Southwick Hill Road Cosham PO6 3LY Employer's website https://www.porthosp.nhs.uk/work-for-us/ (Opens in a new tab)