Receptionist Perioperative Service (NHS AfC: Band 2) - Admissions and Discharge - Queen Victori[...]

The post holder will manage the Reception desk and provide administrative support in the following areas, Main Theatres and Hand Trauma. You should be confident in dealing with issues of confidentiality and ensuring patients' details are accurately recorded. You will work collaboratively alongside the clinical team to ensure all service users are welcomed in a professional manner. The post holder should have excellent communication skills, be a team player and have the ability to adapt to changes in the service as required. A good level of clerical experience is required, and good working knowledge of IT systems, although full training of our systems will be provided.

Main duties of the job

• To manage the Reception desk including greeting patients and visitors and directing them to the appropriate service.
• To answer all non-clinical enquiries in a professional, empathetic, polite and courteous manner.
• To undertake clerical duties as directed by clinical staff on duty or the Clinical Services Manager.

Detailed job description and main responsibilities

• The post holder is expected to deliver a responsive and high quality service to patients and their relatives/carers.
• Present a positive image of the service and the Trust by offering a warm welcome and reassurance to patients and relatives/carers who may be anxious upon their arrival.
• Manage the reception desk and ‘front-of-house’, greeting patients and visitors, ensuring they are directed to the appropriate waiting area or other departments as required.
• Book patients in for the procedures, entering/updating demographic details on to appropriate booking systems.
• Answer all non-clinical enquiries either face to face or by telephone which may be of a sensitive nature in a professional, empathetic, polite and courteous manner.
• Take and relay accurate messages for clinical staff and prioritise information as required.
• Liaise with medical secretaries and ward clerks in other areas/departments across the Trust.
• Deal with queries and challenging patients at reception knowing when to escalate to senior staff or when to request assistance.
• Undertake clerical duties as directed by clinical staff on duty or the Clinical Service Manager.
• Report any problems to the clinical lead/Clinical Services Manager as appropriate.
• Book patients into the Unit, entering/updating demographic details on to Patient Centre/the Patient Administration System (PAS); compile notes/arrange for existing notes to be located/identified and delivered/collected in advance of appointments/clinics after discharge from the unit.
• Collect and deliver post for both internal and external mail.
• Collect and deliver notes to other departments within the hospital under the direction of clinical staff.
• Undertake photocopying activities and the distribution of copies as required.
• Collate stationery requests for ordering as and when required.
• Ensure the waiting area is clean and tidy, reporting any issues to the Clinical Service Manager.
• Undertake daily and monthly filing. Arrange transfer of files to Medical Records.
• Enter basic data onto standard programmes (for example, using Excel).

Person specification

• A good standard of secondary education to include GCSE English or able to demonstrate knowledge within this field through practical experience.
• Excellent command of English both written and verbal.
• Dealing with the public/customer service experience.
• Knowledge and evidence of use of computer systems to enter data accurately.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.