Receptionist/telephonist

Medway Community Healthcare

The closing date is 06 May 2024

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Job summary

Are you an enthusiastic, self-motivated and dedicated receptionist?

Are you able to multitask and deal with queries in an efficient and professional manner?

If you answered yes, we've got the perfect role for you!

We are looking for a permanent part time Receptionist, 1 x 18hrs post covering the service Monday to Sunday 8am to 6pm including bank holidays.

As a receptionist, you will be first point of contact for our service welcoming patients and visitors, booking-in appointments, undertaking a variety of front desk activities, answering incoming calls and redirecting where necessary and general admin duties. These roles will also involve some lone working once trained.

So, what are you waiting for? We can't wait to hear from you, and look forward to receiving your application.

Main duties of the job

As our receptionist, you will provide excellent customer service to patients and visitors, ensuring queries are handled courteously and efficiently. Duties will include, meeting and greeting visitors and patients, dealing with queries both over the phone and in person in an efficient and professional manner, ensuring the collection and distribution of post daily and other general admin duties.

To provide standard administrative support to the team working collaboratively to achieve shared goals.

To ensure the service user is at the centre of everything you do delivering quality and value.

Use of the patient system (Rio) to complete admin tasks requested by the hospice teams

About us

So what else?

  • This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.
  • We encourage staff to get involved in exploring new ways of working and service development.
  • We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.
  • You'll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly?In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

The small print

  • Informal visits can be arranged on request.
  • We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.
  • MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.

Date posted

22 April 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

813-207-0224-LB-A

Job locations

Wisdom Hospice

High Bank

Rochester

ME1 2NU


Job description

Job responsibilities

  1. Communication and relationship skills

Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.

Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.

Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.

  1. Knowledge, training and experience

GCSE / O Levels or 1 years experience of office procedures / customer care

NVQ 2 in Business Administration / Customer Care or equivalent

RSA 2 or equivalent

ECDL or equivalent knowledge of IT applications.

  1. Analytical and judgement skills

Make judgements involving facts / situations sometimes requiring analysis of information.

Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner e.g. telephone messages from staff / patient

  1. Planning and organisational skills

Organise and prioritise own day to day work, tasks or activities

Book meeting rooms

Work flexibly to maintain cover within the service / organisation

Produce and maintain effective systems to ensure the service operates efficiently

e.g. time management, patient transport

  1. Physical skills

Keyboard skills

Working for periods of time on a computer

  1. Responsibility for patient / client care

Provide non-clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means.

Consistently treats others with courtesy and respect

  1. Responsibility for policy and service development implementation

Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.

  1. Responsibilities for financial and physical resources

Maybe required to issue / take responsibility for equipment used by self and others.

  1. Responsibilities for human resources (HR)

Act as a buddy demonstrating own area of work to new or less experienced employees such as volunteers

  1. Responsibilities for information resources

Accurately enter data / process information utilising appropriate IT systems

Management of information either electronic or paper based

  1. Responsibilities for research and development (R&D)

Will be required to undertake surveys and audits when requested in own area of work.

  1. Freedom to ac

Plan and organise own workload without direct supervision, reporting regularly to the line manager on key tasks and guided by defined policies and procedures.

  1. Physical effort (refer to effort factor questionnaire)

Areas of the role which may require physical effort either as a sustained or sudden requirement.

  1. Mental effort (refer to effort factor questionnaire)

Areas of the role which require mental effort including the nature, level, frequency and duration of the mental effort required. The frequency of the requirement should also be identified, ie whether this occasional or a frequent need

  1. Emotional effort (refer to effort factor questionnaire)

Areas of the role which require emotional effort and the nature, level, frequency and duration demands of the emotional effort required

  1. Working conditions (refer to effort factor questionnaire)

The nature, level, frequency and duration of demands arising from inevitably adverse environmental conditions (eg inclement weather, extreme heat/cold, smells, noise and fumes) and hazards, which are unavoidable.

Job description

Job responsibilities

  1. Communication and relationship skills

Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.

Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.

Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.

  1. Knowledge, training and experience

GCSE / O Levels or 1 years experience of office procedures / customer care

NVQ 2 in Business Administration / Customer Care or equivalent

RSA 2 or equivalent

ECDL or equivalent knowledge of IT applications.

  1. Analytical and judgement skills

Make judgements involving facts / situations sometimes requiring analysis of information.

Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner e.g. telephone messages from staff / patient

  1. Planning and organisational skills

Organise and prioritise own day to day work, tasks or activities

Book meeting rooms

Work flexibly to maintain cover within the service / organisation

Produce and maintain effective systems to ensure the service operates efficiently

e.g. time management, patient transport

  1. Physical skills

Keyboard skills

Working for periods of time on a computer

  1. Responsibility for patient / client care

Provide non-clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means.

Consistently treats others with courtesy and respect

  1. Responsibility for policy and service development implementation

Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.

  1. Responsibilities for financial and physical resources

Maybe required to issue / take responsibility for equipment used by self and others.

  1. Responsibilities for human resources (HR)

Act as a buddy demonstrating own area of work to new or less experienced employees such as volunteers

  1. Responsibilities for information resources

Accurately enter data / process information utilising appropriate IT systems

Management of information either electronic or paper based

  1. Responsibilities for research and development (R&D)

Will be required to undertake surveys and audits when requested in own area of work.

  1. Freedom to ac

Plan and organise own workload without direct supervision, reporting regularly to the line manager on key tasks and guided by defined policies and procedures.

  1. Physical effort (refer to effort factor questionnaire)

Areas of the role which may require physical effort either as a sustained or sudden requirement.

  1. Mental effort (refer to effort factor questionnaire)

Areas of the role which require mental effort including the nature, level, frequency and duration of the mental effort required. The frequency of the requirement should also be identified, ie whether this occasional or a frequent need

  1. Emotional effort (refer to effort factor questionnaire)

Areas of the role which require emotional effort and the nature, level, frequency and duration demands of the emotional effort required

  1. Working conditions (refer to effort factor questionnaire)

The nature, level, frequency and duration of demands arising from inevitably adverse environmental conditions (eg inclement weather, extreme heat/cold, smells, noise and fumes) and hazards, which are unavoidable.

Person Specification

Qualifications

Essential

  • GCSE's / O Levels or 1 years' experience office procedures / customer care

Desirable

  • RSA 2 NVQ 2 in Business admin / customer care

Experience

Essential

  • Good customer care

Desirable

  • Previous role on reception

Special knowledge / expertise

Essential

  • Standard IT skills including Microsoft packages Good communication skills both written and verbal Good team worker
  • Good communication skills both written and verbal

Practical / intellectual skills

Essential

  • Able to organise and prioritise own work
  • Ability to travel to various sites in a timely manner.

Desirable

  • Car owner - Full Driving Licence
Person Specification

Qualifications

Essential

  • GCSE's / O Levels or 1 years' experience office procedures / customer care

Desirable

  • RSA 2 NVQ 2 in Business admin / customer care

Experience

Essential

  • Good customer care

Desirable

  • Previous role on reception

Special knowledge / expertise

Essential

  • Standard IT skills including Microsoft packages Good communication skills both written and verbal Good team worker
  • Good communication skills both written and verbal

Practical / intellectual skills

Essential

  • Able to organise and prioritise own work
  • Ability to travel to various sites in a timely manner.

Desirable

  • Car owner - Full Driving Licence

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.

Employer details

Employer name

Medway Community Healthcare

Address

Wisdom Hospice

High Bank

Rochester

ME1 2NU


Employer's website

https://www.medwaycommunityhealthcare.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Medway Community Healthcare

Address

Wisdom Hospice

High Bank

Rochester

ME1 2NU


Employer's website

https://www.medwaycommunityhealthcare.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

Non Clinical Team Lead

Bambina De Marco

bambina.demarco@nhs.net

01634830456

Date posted

22 April 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

813-207-0224-LB-A

Job locations

Wisdom Hospice

High Bank

Rochester

ME1 2NU


Supporting documents

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