Stratford Health Care has a vacancy for a part-time receptionist working as part of a full-time job share.
Hours: 12:30 - 16:30 Monday - Friday
Processing all calls to the health centre, dealing with staff, patients, and the general public. You will need to have good communication skills and telephone manner, and be able to work on your own initiative.
You will need to have had previous reception experience, word processing, and/or computer skills.
Main duties of the job
The post-holder will provide an effective reception service, presenting a welcoming user-friendly image. Providing confidential, accurate, and efficient clerical support to all departments within the clinic.
Job responsibilities
1. Meeting, greeting, and providing a welcoming reception for all staff, patients, and members of the general public visiting, ensuring that reception duties are carried out to the highest standards.
2. Responsible for processing all telephone calls to the clinic.
3. Provide a receptionist service directing patients/clients to the appropriate area as determined by clinical/service appointments or otherwise. Dealing with direct personal queries at the reception desk.
4. Operate the switchboard in a courteous and efficient manner, respecting patient confidentiality and expressing diplomacy/sensitivity when taking messages and relaying detailed information to relevant personnel.
5. Organise appointments and maintain the scheduling system for the various services within your clinic.
6. Schedule, manage, negotiate, arrange, and amend appointments and clinics within established guidelines, dealing with telephone and direct enquiries from patients, staff, other health care professionals, and visitors daily.
7. Arrange transport for patients, liaising with the ambulance service; record and monitor any transport problems and negotiate solutions acceptable to patients, therapies staff, and the ambulance service.
8. Distribute departmental post, prioritising anything that requires urgent attention and ensuring relevant documentation is acted on promptly and appropriately.
9. Provide non-clinical advice and information regarding appointments, processes, or procedures to patients, visitors, and other members of clinic staff, as required.
10. Authorised to use the Trust IT system (Lorenzo) to view and retrieve patient information, on behalf of the various departments, as requested, and to use this system to schedule, manage, negotiate, arrange, and amend appointments and clinics.
11. Responsible for dealing with both internal and Royal Mail postal systems.
12. Be vigilant in observation of the clinic security system, taking appropriate action as required and report any such action immediately.
13. Respond to the fire alarm and emergency calls ensuring established procedures are followed.
14. Advise the Multiple Site Reception Manager/Senior Administrator Hotel Services as soon as practicable of any problems or operational difficulties which affect the efficiency of the reception service.
15. Work in other areas/clinics, subject to ability to travel.
16. Advise general enquiries, both telephone and face-to-face with regard to Family Planning Clinics.
17. Handle distressed/aggressive patients/clients in a sympathetic and understanding manner and resolve issues with a minimum of guidance.
18. Responsible for the allocation of internal keys to the building on a day-to-day basis ensuring their safe return.
19. Reporting/logging all maintenance work/requests.
20. Dispense hearing aid batteries, issue welfare foods in exchange for tokens or cash, and issue foot files for cash, ensuring adequate stocks are maintained and reordered as necessary.
21. Organise own workload.
22. Assist with the opening and closing of the clinic when necessary.
23. Order stationery for reception only, ensuring that all goods are checked against delivery notes and stored in appropriate cupboards, with all paperwork accurately filed.
24. Carry out any other additional duties as deemed appropriate to the status of this post.
Person Specification
Qualifications
* Education to secondary school standard
* GCSE or equivalent in Maths and English at grade C or above
* Customer Care skills - NVQ level 2 or working towards
* Switchboard training preferable
Experience
* Experience of reception duties
* Experience of switchboard
* Experience in Healthcare environment
Skills
* Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities, and Health and Safety
* Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
* Excellent command of the English language
* Excellent written, verbal, and nonverbal communication skills
* Ability to multitask
* Excellent telephone manner
* Knowledge of a computerised booking/appointment system
* Understanding of therapy roles and terminology
Personal Qualities
* Organised and able to prioritise
* Flexible and reliable
* Able to work effectively under pressure and frequently difficult/distressing circumstances
* Able to work independently as well as part of a team.
* Calm and courteous when dealing with callers and personal requests
* Good problem-solving skills
* Efficient manner in dealing with the general public.
Other
* Flexible to cover annual leave and sickness
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.
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