Job summary
We are looking for
a receptionist to join our nurse led team at Ashford Walk in
Centre. Our rota's work on a 4-week rolling rota and the position is for the following shift pattern. Please only apply if you are able to work these days and times.
Week 1 - Monday 11:00-16:00, Saturday 15:15-20:15, Sunday 15:15-20:15
Week 2 - Saturday 11:00-16:00 OR 15:15-20:15
Week 3 - Friday 11:00-16:00, Saturday 11:00-16:00 OR15:15-20:15. Sunday 15:15-20:15
Week 4 - Monday 11:00-16:00, Thursday 11:00-16:00, Saturday 11:00-16:00
The Walk in
Centre receptionists work under the Admin Manager and will occasionally assist
our qualified Registered Healthcare Professionals (Lead Nurse, Emergency
Nurse/Care Practitioner), in accordance with the agreed parameters within this
role. The post holder will be expected to be self-motivated and use their
initiative when necessary, with basic IT skills.
This is a patient
facing role with major focus in improving the patient experience.
If you are
looking for a rewarding role within a community hospital setting and enjoy
working as part of a team, this may be the job for you.
Depending on start date, you may be paid on the 24/25
scales with backdated pay being processed once the new pay scales come in to
effect.
Please note we do NOT offer UKVI
sponsorship, all applicants require right to work in the UK
Main duties of the job
Providing
high-quality, efficient administration service to clinicians, team leaders and
clinical managers across services within their site to support the smooth
running of clinical services.
Providing
high-quality customer care as the first point of contact for individuals
accessing the service. This involves providing reception cover, meeting, and
greeting patients, patient registration, providing telephone helpline services
and providing support to clinicians to co-ordinate their clinical workload.
Provide
support with patient experience activities including supporting the development,
update and/or distribution of patient leaflets within clinical services as well
as liaising with clinical teams to ensure timely information is provided for responses
to complaints, capturing actions and learning taken following these.
Support
the Communications team, including providing simple updates on the CSH website and
our intranet and app (training will be given); and supporting communications
campaigns (e.g., helping with materials such as posters).
Contribute
to the review and evaluation of administrative systems and procedures and
associated policies in order that improvements and developments can be made.
About us
CSH Surrey are part of the NHS and are Surrey's largest and longest
established NHS community services provider, so our 1500+ employees get
NHS pay and pensions, and also receive the Fringe High-Cost Allowance of
5%.
Our staff enjoy excellent training and development opportunities, including the
care certificate, apprenticeships, numeracy and literacy courses, access to
the Nursing Associate programme, and a wide variety of management and
leadership courses and programmes.
We CARE about our staff though through our values of Compassion,
Accountability, Respect and Excellence. Our active employee council called
The Voice, elect employee representatives to ensure colleagues' voices are
heard at Board level.
CSH is a diverse organisation, if you are a passionate, person-focused
individual then apply to join CSH Surrey today!
We welcome candidates from
all backgrounds who meet the essential criteria of the job you are applying for
and if you require any reasonable adjustments, please contact the named
individual for this advert, or our recruitment team.
Job description
Job responsibilities
Maintain a general knowledge base of services and
activities delivered on the site, with detailed knowledge of specific services
operated on the site.
Co-ordinate the day-to-day administrative activities
of the clinic reception, including patient data processing, typing, data entry,
filing, photocopying, scanning, and other activities as agreed.
Be the non-clinical first point of contact for patients, carers, and others utilising and visiting the
site services and managing any enquiries, problems, or concerns.
Ensure
all public and professional enquiries are dealt with by the receptionist team
in an efficient, polite, and confidential manner and/or passed on to the
relevant member of staff for action.
Act as
triage for telephone calls and respond or cascade as appropriate, forwarding
messages to the right people through a range of channels, assessing the urgency
of the enquiry.
Day-to-day
co-ordination of other colleagues during shift handover periods, ensuring
smooth running of the site.
Register
patients, checking patient details in systems and updating any amendments.
Booking patients into clinical system appointments made by external agencies at
the appropriate time.
Oversee
and participate in the preparation of clinical documentation, ensuring patient
notes, referrals, results, and outcomes are available to clinicians and liaising
with clinicians and other departments for patient information. Track and
maintain medical records and referral letters in line with policy and
procedures. Prepare clinic lists as required.
Input,
retrieve, and monitor data from a variety of IT systems, liaising with internal
and external colleagues to ensure efficient service delivery. Produce documents
and reports with tables and charts as an essential regular task.
Support
clinicians to use IT systems, problem solving and demonstrating functionality
as required.
Support
team leaders and clinical teams in the design, production and distribution of
documents, reports, resources, and leaflets; distributing, collecting, and
scanning patient surveys; basic analysis of results; support with sharing the
results (internally and externally via, e.g. posters) and liaison with clinical
teams to capture actions taken following patient feedback.
Contribute
towards the maintenance of evidence required for continued compliance to the
Care Quality Commission (CQC) standards and associated regulations.
Respond
to, and manage, unexpected events occurring within site and front of hour.
Manage
sensitive, and difficult situations of patient presentations.
Job description
Job responsibilities
Maintain a general knowledge base of services and
activities delivered on the site, with detailed knowledge of specific services
operated on the site.
Co-ordinate the day-to-day administrative activities
of the clinic reception, including patient data processing, typing, data entry,
filing, photocopying, scanning, and other activities as agreed.
Be the non-clinical first point of contact for patients, carers, and others utilising and visiting the
site services and managing any enquiries, problems, or concerns.
Ensure
all public and professional enquiries are dealt with by the receptionist team
in an efficient, polite, and confidential manner and/or passed on to the
relevant member of staff for action.
Act as
triage for telephone calls and respond or cascade as appropriate, forwarding
messages to the right people through a range of channels, assessing the urgency
of the enquiry.
Day-to-day
co-ordination of other colleagues during shift handover periods, ensuring
smooth running of the site.
Register
patients, checking patient details in systems and updating any amendments.
Booking patients into clinical system appointments made by external agencies at
the appropriate time.
Oversee
and participate in the preparation of clinical documentation, ensuring patient
notes, referrals, results, and outcomes are available to clinicians and liaising
with clinicians and other departments for patient information. Track and
maintain medical records and referral letters in line with policy and
procedures. Prepare clinic lists as required.
Input,
retrieve, and monitor data from a variety of IT systems, liaising with internal
and external colleagues to ensure efficient service delivery. Produce documents
and reports with tables and charts as an essential regular task.
Support
clinicians to use IT systems, problem solving and demonstrating functionality
as required.
Support
team leaders and clinical teams in the design, production and distribution of
documents, reports, resources, and leaflets; distributing, collecting, and
scanning patient surveys; basic analysis of results; support with sharing the
results (internally and externally via, e.g. posters) and liaison with clinical
teams to capture actions taken following patient feedback.
Contribute
towards the maintenance of evidence required for continued compliance to the
Care Quality Commission (CQC) standards and associated regulations.
Respond
to, and manage, unexpected events occurring within site and front of hour.
Manage
sensitive, and difficult situations of patient presentations.
Person Specification
Qualifications
Essential
- Educated to A Level, NVQ Level 3, RSA Level 3 or equivalent, with a good basic education to include GCSE Maths and English, or equivalent relevant experience.
Desirable
- Willingness to train and develop further skills
Skills
Essential
- Ability to act on own initiative, guided by SOPs and good practice.
- Intermediate Microsoft Office, including Word, Excel, Outlook, and PowerPoint (assessed by a test).
- Problem solving skills and excellent attention to detail.
- Able to identify service improvement opportunities for consideration.
- Good interpersonal and communication skills, with experience of dealing with people at a variety of levels.
- Strong organisational skills, able to deliver agreed objectives within an agreed timeframe.
- Able to manage conflict and/or difficult situations.
Desirable
Experience
Essential
- Knowledge of a range of routine and non-routine administrative activities, including answering enquiries, progress chasing, and problem solving.
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment.
- Experience of working in a team.
- Experience of the delivery of objectives within a constantly changing environment.
- Setting up and using IT data collection formats and databases to produce reports for management information.
- Understanding of data protection legislation.
Desirable
- Some supervisory experience.
- Experience of contributing to the development of the individual skill sets of others.
- Experience in an NHS or medical services environment.
Experience
Essential
- Knowledge of a range of routine and non-routine administrative activities, including answering enquiries, progress chasing, and problem solving.
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment.
- Experience of working in a team.
- Experience of the delivery of objectives within a constantly changing environment.
- Setting up and using IT data collection formats and databases to produce reports for management information.
- Understanding of data protection legislation.
Desirable
- Some supervisory experience.
- Experience of contributing to the development of the individual skill sets of others.
- Experience in an NHS or medical services environment.
Person Specification
Qualifications
Essential
- Educated to A Level, NVQ Level 3, RSA Level 3 or equivalent, with a good basic education to include GCSE Maths and English, or equivalent relevant experience.
Desirable
- Willingness to train and develop further skills
Skills
Essential
- Ability to act on own initiative, guided by SOPs and good practice.
- Intermediate Microsoft Office, including Word, Excel, Outlook, and PowerPoint (assessed by a test).
- Problem solving skills and excellent attention to detail.
- Able to identify service improvement opportunities for consideration.
- Good interpersonal and communication skills, with experience of dealing with people at a variety of levels.
- Strong organisational skills, able to deliver agreed objectives within an agreed timeframe.
- Able to manage conflict and/or difficult situations.
Desirable
Experience
Essential
- Knowledge of a range of routine and non-routine administrative activities, including answering enquiries, progress chasing, and problem solving.
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment.
- Experience of working in a team.
- Experience of the delivery of objectives within a constantly changing environment.
- Setting up and using IT data collection formats and databases to produce reports for management information.
- Understanding of data protection legislation.
Desirable
- Some supervisory experience.
- Experience of contributing to the development of the individual skill sets of others.
- Experience in an NHS or medical services environment.
Experience
Essential
- Knowledge of a range of routine and non-routine administrative activities, including answering enquiries, progress chasing, and problem solving.
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment.
- Experience of working in a team.
- Experience of the delivery of objectives within a constantly changing environment.
- Setting up and using IT data collection formats and databases to produce reports for management information.
- Understanding of data protection legislation.
Desirable
- Some supervisory experience.
- Experience of contributing to the development of the individual skill sets of others.
- Experience in an NHS or medical services environment.
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.
