Receptionist / Administrator

Job Location: Predominantly based at Dorking & Redhill with travel to our other sites.

Our Receptionist/Administrator team undertake a wide variety of admin tasks, including checking patients in for their appointments, booking appointments, answering telephone queries and processing incoming post. The role would suit someone who is good at multitasking, problem-solving, with an empathetic nature, who has a passion for helping patients and providing excellent customer service.

The reception team is currently made up of 11 staff members who cover the Outpatients activity predominantly based at Dorking & Redhill, with travel to our other sites in Epsom and Warlingham. The staff work on a rota basis, which includes some evenings and some weekends, Monday to Saturday. The shift pattern varies from week to week with no set days, only set hours.

Main duties of the job:

• The ideal candidate will have previous patient or customer-facing experience and excellent communication skills.
• Within this fast-paced environment, it is necessary to remain calm and maintain a high level of attention to detail.
• The successful applicant will be able to help manage the workload efficiently and effectively on a daily basis to facilitate the patient's care being as smooth and efficient as possible.
• We will provide the training necessary to use our in-house IT systems; however, a good working knowledge of Microsoft Office would be beneficial.
• You will be required to maintain patient confidentiality at all times.

About us:

This is an excellent opportunity to be a part of our organisation as we are going through a period of growth and looking to recruit additional Receptionist & Administrators to our professional and friendly team. Dorking Healthcare (DHC) is an organisation that provides a wide range of quality healthcare services in Surrey and Sussex. We are registered with the CQC (Care Quality Commission), receiving a Good status in our most recent inspection, and we are an accredited AQP (Any Qualified Provider). Our vision is to continually improve local services for patients by offering first-class care and shorter waiting times.

A can-do attitude is a vital asset at DHC, and we are looking for like-minded individuals to work with us who share the same approach and work ethic.

The benefits we offer include:

• Membership of the NHS pension scheme
• 27 days annual leave plus bank holidays, increasing with length of service
• Access to an Employee Assistance Programme
• Opportunities for training, development and career progression
• Some of our sites have free on-site parking (subject to availability)
• We aim to be an employer of choice and conduct annual staff satisfaction surveys
• DHC actively encourages and promotes diversity, ensures all voices are heard and included and is committed to equal opportunities for all.

Job responsibilities:

The role of the Receptionist/Administrator is to provide reception services and administrative support to staff within the Outpatients Department. The role will be shift-based at all sites, predominantly based at Dorking & Redhill, with travel to our other sites. To undertake tasks essential to the smooth, effective provision of quality care and an efficient level of service for patients and their families. This will include covering the reception at DHC for some evenings and weekends on a rotational basis.

It is essential that the post holder exercises initiative and judgement whilst maintaining a high level of confidentiality and diplomacy at all times without immediate access to line supervision.

Duties and responsibilities of the post:

• To liaise and be the first point of contact for clinicians, staff, patients, carers and non-clinical service providers utilising and visiting the hospital.
• To respond appropriately to contentious, sensitive and difficult enquiries to ensure a satisfactory conclusion.
• Responsible for answering incoming calls and emails, dealing with their requests for information effectively.
• Booking and rescheduling patient appointments via telephone, SMS and letters.
• To reschedule appointments and clinics when requested and by the deadlines specified, using the computerised system.
• To maintain and update records as appropriate.
• To receive and dispatch mail promptly.
• To ensure appropriate handover of information relating to reception/administrative work.
• To attend regular meetings within DHC, and where necessary, to maintain and keep up to date with working procedures.

Work setting and review:

To manage one’s own workload efficiently and effectively on a daily basis with a degree of autonomy. Maintain confidentiality at all times. Make decisions pertaining to the smooth and efficient running of the department, acting independently but, where necessary, referring problems to management or the appropriate consultant via the quickest route possible.

Confidentiality:

The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 1998 and Caldicott principles.

Person Specification:

Qualifications:

• Good standard of education (Numerate and good standard of English).
• Computer literate (MS packages and databases).
• Data protection in a health care environment.
• Previous NHS experience in a reception/administration role.

Skills:

• Administration.
• Ability to communicate effectively with a diverse group within the community.
• Ability to maintain confidentiality at all times.
• Ability to prioritise workload.
• Excellent attention to detail to maintain accurate patient records.
• Working as part of a team.
• SystmOne (NHS database).

Travel:

Please detail how you are intending to get to work / travel between sites.

Attributes:

• Can do attitude to daily tasks, adversity and new ways of working.
• Full clean driving licence and own vehicle.

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.

£24,784 a year £24,784 FTE - Weekends & evenings enhanced pay.