Job summary
This post is only open for applications for individuals employed within the Hampshire and Isle of Wight NHS Care System
Organisations within scope are as follows:
Hampshire and Isle of Wight Integrated Care Board
Southern Health Foundation Trust
Portsmouth Hospitals University NHS Trust
University Hospital Southampton
Solent NHS Trust
South Central Ambulance Service
Isle of Wight NHS Trust
Hampshire Hospitals
We are looking to recruit a highly motivated, flexible and enthusiastic person to work within the Corporate Reception Team based at Queen Alexandra Hospital. This clerical role will be working as part of a team and will require a high level of detail and accuracy.
The Corporate Reception Team work on an 11 week rota which enables the reception areas to be manned 24/7 which consists of shift work.
Due to this the reception does offer enhancement shifts on weekends and unsociable hours after 8pm.
Knowledge of the Hospital Information systems would be desirable but full training would be given. The post holder will need customer facing skills and have a deep understanding of confidentiality and data protection. Strong communication skills and be able to liaise effectively with all levels of staff is also a key advantage. The post holder should also be able to work as part of a team and independently as required.
Main duties of the job
Job Summary:
To project a modern, professional, capable and customer facing service in the corporate reception areas of the QA site.
To be the first point of contact for the majority of non-emergency patients, their carers and visitors: to provide information, give directions, offer advice and assistance either face-to-face or via telephone enquiries.
To offer support and empathy to our patients and the ability to defuse high emotional situations, professionally and discretely
To provide reception cover on the main reception on all corporate reception areas.
This role will be required to work over a 24/7 in line with the roster
About us
Here at Portsmouth Hospitals University NHS Trust, we are proud to provide expert, compassionate care for our local population. We are ranked as the third in the country for research, embedding education and training across the organisation. Our main hub is the Queen Alexandra Hospital, which is one of the largest hospitals on the south coast employing over 8,700 staff.
Our patients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes our hospital stronger. If you share our values and our enthusiasm for getting it right for patients, colleagues, and our community, you will find a home at Portsmouth Hospitals University NHS Trust.
Job description
Job responsibilities
Key Responsibilities:
To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust.
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with team members
Communicate effectively with patient and carers
Recognise peoples needs for alternative methods of communication and respond accordingly.
Show compassion and empathy
Respond to enquiries by telephone and in person in a courteous, professional and informed manner.
React calmly in high emotional situations, always showing empathy and compassion
Deal with face-to-face and telephone enquiries in a courteous, professional and informed manner, ensuring adherence to Trust Policies regarding Confidentiality
In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area
Work to standard procedures, using Trust and Local policies and procedures.
Data entry, for example: accessing the Trusts Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys
Access the Patient Centre system to answer patient related queries.
In staff absence, staff maybe asked to assist in covering shifts on the rota to ensure that the service is covered.
Staff will be requested to support portering to deliver casenotes to various areas within the QAH site.
The post holder may be required to undertake other duties relevant to the service as may be determined by the Management Team.
Job description
Job responsibilities
Key Responsibilities:
To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust.
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with team members
Communicate effectively with patient and carers
Recognise peoples needs for alternative methods of communication and respond accordingly.
Show compassion and empathy
Respond to enquiries by telephone and in person in a courteous, professional and informed manner.
React calmly in high emotional situations, always showing empathy and compassion
Deal with face-to-face and telephone enquiries in a courteous, professional and informed manner, ensuring adherence to Trust Policies regarding Confidentiality
In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area
Work to standard procedures, using Trust and Local policies and procedures.
Data entry, for example: accessing the Trusts Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys
Access the Patient Centre system to answer patient related queries.
In staff absence, staff maybe asked to assist in covering shifts on the rota to ensure that the service is covered.
Staff will be requested to support portering to deliver casenotes to various areas within the QAH site.
The post holder may be required to undertake other duties relevant to the service as may be determined by the Management Team.
Person Specification
Qualifications
Essential
- NVQ 2 in Customer Service or relevant experience
- 2 years' experience in a customer facing role
Experience
Essential
- GCSE English and Maths
- Working with the general public in a customer facing role for at least 1 year
- Worked as part of a team
Desirable
Person Specification
Qualifications
Essential
- NVQ 2 in Customer Service or relevant experience
- 2 years' experience in a customer facing role
Experience
Essential
- GCSE English and Maths
- Working with the general public in a customer facing role for at least 1 year
- Worked as part of a team
Desirable
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.
