Community Diagnostic Centre Receptionist in Gorleston-on-Sea

We are recruiting a Receptionist for our Community Diagnostic Centre at James Paget and Northgate Hospitals. As a reception staff member, you will play a crucial role in ensuring a smooth and positive experience for everyone who walks through our doors, manage appointment bookings and cancellations, answer telephone calls, maintain patient records, support the clinical team and provide cross site cover across all reception areas including James Paget, Northgate, Oulton Suite and the main James Paget University Hospital. The CDC operates 7 days a week and the post holder must be prepared to work on a rota that includes weekends.

Main duties of the job:

• Greet and assist patients, visitors, and staff with a warm and professional demeanour.
• Manage appointment bookings, cancellations, and rescheduling with accuracy on the Trust PAS system.
• Answer telephone calls and respond to inquiries promptly and courteously.
• Maintain patient records and ensure confidentiality at all times.
• Assist with administrative tasks and support the clinical team as needed.

Job responsibilities:

• To provide the first point of contact for patients, relatives and carers arriving for an outpatient appointment or admission, presenting a professional, calm and confident manner in line with the Trust's Values and Behaviours.
• To provide a full reception service to the outpatient clinic including, but not limited to:
• Maintaining accurate information and patient demographics within Trust PAS system.
• Supporting clinical staff in ensuring the Trust meets accessible information standards for patients with communication difficulties.
• Ensuring patients' arrival and departure times are electronically captured.
• Distribution, collation, and inputting of clinic outcomes.
• Book future appointments and recording of non-attendances.
• To update and process all relevant documentation using both manual and computerised systems, as necessary.
• To answer the telephone and deal with all enquiries to the service in a professional, efficient, and empathetic manner, taking accurate messages, recording details and passing onto the appropriate team or individual as required.
• To liaise with consultants, secretaries and other support services to ensure that patient enquiries and appointments are dealt with appropriately and efficiently.
• To ensure work is prioritised and completed in a timely manner.
• To provide receptionist cover across the clinic or ward as directed, complying with local working processes to meet service needs across the relevant department.
• To fully participate as a member of the outpatient team and demonstrate effective communication with colleagues.
• To communicate all information and messages to patients in a professional and sensitive manner.
• Photocopying, filing, audio transcription from dictation and record keeping as required.

Qualifications:

• Educated to GCSE in Maths and English or equivalent NVQ Level 2.
• Basic knowledge of Microsoft Word and Outlook.

Experience:

• Experience in a customer facing role, able to demonstrate customer care skills.
• Confident telephone manner gained through previous roles.
• Previous experience working in a reception office.
• Experience in Word and Excel to produce high quality documents.

Knowledge and skills:

• Great team player and can work as part of a collaborative team.
• Good oral and written communication skills.
• Knowledge and use of Trust's PAS system.

Personal attributes:

• Can use own car and willing to work across both sites.

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.