Job summary
The main receptions provide a responsive and comprehensive service to patients and visitors to the Trust with a first impression of the organisation which must reflect the high quality of care that the Trust provides. The main duties of the post is to assist and guide patients, visitors and staff with enquires and further directions around the Hospital sites.
Main duties of the job
Provide a friendly and professional welcome to Trust's patients, visitors and staff
Deal with telephone and face to face patient, visitors and staff enquiries
Respond calmly and positively in times of conflict or uncertainty, seeking appropriate assistance to achieve resolution.
Use Trust electronic systems to respond to enquiries relating to patient locations and appointments.
Liaise with Porters and volunteers to ensure patients and visitors are escorted to the correct areas of the Trust.
Maintain and update contact and location lists of departments and clinics.
Complete and action e-mail, post, telephone calls and messages in line with supervisory guidance
Receive and redirect urgent notes and x-rays from other departments, using the internal transport system.
Maintain systems to facilitate the storage and retrieval of information as required
Support the accommodation allocation process for medical and non-medical staff. Assisting with the provision of keys for collection at agreed points and knowledge of emergency room availability.
Maintain strict confidentiality and comply with the General Data Protection Regulations and Trust policy.
About us
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
You will be joining a well established and friendly reception team, who form part of the Trust Facilities Directorate.
A warm friendly environment
Patient/Visitor focused
Delivering exceptional service in line with the Trust PROUD values
Patients first - ensure that the people we serve are at the heart of all that we do
Respectful - be kind, respectful and value diversity
Ownership - celebrate our success, lean continuously and ensure we improve
Unity - work in partnership with others
Deliver - be efficient, effective and accountable for our actions
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Qualifications
Essential
1. Educated to GCSE standard (or equivalent) with 2 or more GCSE' to include English at grade C/4 or above (or equivalent experience/qualification)
Desirable
2. ECDL
3. NVQ Level 2 Administration
4. Customer Care
Experience
Essential
5. Relevant clerical/receptionist experience in an office environment or healthcare setting.
6. Experience of data inputting.
Desirable
7. Previous experience working with the public
8. Previous experience in a front of house service environment.
9. Experience of NHS IT systems
Special Skills/Aptitudes
Essential
10. Ability to work well as part of a team or individually with limited supervision.
11. Excellent administrative and organisational skills enabling effective management and prioritisation of workloads within an ever changing environment.
12. Excellent interpersonal and communication skills.
13. Understanding of issues surrounding patient confidentiality.
14. Ability to use Microsoft Office software.