Receptionist Administrator in London

An exciting opportunity has arisen for an enthusiastic Receptionist/Administrator to join the Outpatients Department at Great Ormond Street Hospital for Children NHS Trust. You will rotate between Outpatients, Travel Reimbursement and Main Reception providing excellent patient experience in all areas. The role is busy and the variety of tasks makes it incredibly interesting – no two days are the same! You will work closely with multi-disciplinary teams (Nurses, Consultants, Play Specialists, Health Care Assistants) and be a valued member of the wider team. Previous customer service experience is essential. You must demonstrate good computer literacy skills and be confident and competent in sending emails, using patient/customer information databases, Excel and Access. The post involves working on a shift pattern Mondays to Fridays. You will also be required to work some weekends (Saturdays and Sundays) dependent on work area as part of a rota system.

Main duties of the job:

• To deal with first line enquiries from patients, parents/relatives/carers and staff.
• To provide a responsive reception service for patients, parents/relatives/carers, visitors and staff promoting a welcoming atmosphere.
• To support with the issue of parking permits at all reception desks.
• To be responsible for the effective, accurate and timely management of the electronic patient record system (Epic), specifically patient information, booking, and clinic outcome recording.
• To answer all calls in a professional, timely efficient and polite manner and take messages and answer any enquiries.
• To monitor queries and ensure they are responded to in a timely fashion (email/Epic in basket).
• To pass on calls and enquiries to relevant team members ensuring urgent messages are prioritised.

Working for our organisation:

GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination. We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed. We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members. We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion. We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women’s staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust’s mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.

Person specification:

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required.

Essential criteria:

• Grade A-C in Maths and English, GCSE (prior to 2019) or Grade 4-9 in Maths and English, GCSE (post 2019) or equivalent experience.
• Apprenticeship/NVQ Level 3 in Administration or equivalent experience.
• Experience in an administration role.

Desirable criteria:

• Previous NHS Experience.
• Knowledge of Managing Electronic Patient Records (EPIC).

Skills/Abilities:

• Excellent written and verbal communication skills.
• Good literacy and numerical skills.
• Excellent ICT skills including Microsoft Outlook, Word, Excel.
• Polite and informative telephone etiquette.
• Able to provide excellent customer service; welcoming and helpful in person when dealing with colleagues across the organisation and/or patients and families.
• Uses of empathy and emotional intelligence when dealing with difficult situations.
• Exercises judgement and problem-solving skills.
• Ability to multi-task, plan and organise straightforward activities.
• Able to demonstrate own activities to new or less experienced employees/support day to day coordination of staff.
• Able to use databases, input and interpret complex information and data.
• Understands the importance of confidentiality and takes responsibility for protecting confidential information.
• Able to follow routine and non-routine written procedures, processes and verbal instructions accurately with attention to detail.
• Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
• Ability to accurately check correspondence, scanned documents.
• Demonstrate evidence of commitment to professional development.