Job summary
Main Atrium Receptionist - Care Quality Department, Peterborough City Hospital
This is an exciting opportunity to join the established Patient Experience Team delivering exceptional customer service; acting as receptionist for patients, visitors and staff, (based in the Main Atrium at Peterborough City Hospital). You will be working as part of a small team, and will already have excellent communication skills that will enable you to carry out your duties; to provide face to face assistance, advice and information whilst projecting a professional, helpful manner ensuring complete confidentiality at all times and to provide administrative support within the Patient Experience workstream.
37.5 hours/week - must be flexible and able to work on a rotational shift basis, (including weekends and bank holidays), shifts as follows: 06:30 to 14:30, 13:00 to 21:00, 09:30 to 17:30
Main duties of the job
To act as Receptionist for patients, visitors and staff based in the Main Atrium Reception area at Peterborough City Hospital. To provide face to face assistance, advice and information whilst projecting a professional, helpful manner ensuring complete confidentiality at all times. To provide administrative support within the Patient Experience workstream
About us
Agile Working
We recognise the need to develop modern working practices to enable our employees to maximise their performance and productivity whilst maintaining a good work life balance and so have adopted an Agile working methodology as outlined within our Agile and Flexible Working Policy.
Agile working options are automatically considered for all roles within the Trust and options are detailed on the Agile Working Matrix attached to this post.
Job description
Job responsibilities
KEY RESPONSIBILITIES:
The post holder will:-
- Deal with telephone, email and face to face enquiries in an efficient, professional and courteous manner.
- Provide non-clinical advice and information to patients, relatives, carers, and staff.
- Deal with enquiries where there may be communication barriers.
- Direct complaints from patients, relatives and staff to the relevant service, referring the person to the appropriate department and escalating to the Patient Advice and Liaison Service or the Complaints Department, as appropriate, resolve issues within remit.
- Deal with distressed patients and bereaved relatives frequently.
- Use the Medway Outpatients patient administration and e-Track systems to answer standard patient queries regarding appointment dates and locations.
- Answer patient and staff enquiries received via the Switchboard.
- Assist with the Patient Belongings Service.
- Maintain confidentiality, ensuring information is only released to the correct individual(s) and that enquiries are handled strictly in accordance with Information Governance policies.
- Liaise with volunteers working in the reception areas and staff throughout the hospital.
- Assist patients, visitors and staff with any additional needs such as availability of wheelchairs and concessionary parking.
- Liaise with wards/departments/clinics as requested by patients and/or visitors.
- Work autonomously, using initiative and informing line manager of any problems/issues on a daily basis.
- Report and escalate incidents/issues to the IT Service Desk, Brookfields Service Desk, Security Staff, Site Service Managers or Line Manager, when required.
- Adopt a flexible approach to hours of work as this post will involve shift and weekend work. Adopt a flexible approach in providing cover in the absence of team members, i.e. annual leave and sickness leave.
- Be aware of Trust policies, particularly in respect of visiting times and flowers so as to provide information if requested.
- To be conversant with all duties, covering for annual leave and sickness as may be required.
- Keep the reception areas clean and tidy, patient forms readily stocked, and patient information is available at all times.
- To assist other members of the Patient Experience workstream, when necessary, completing administration tasks including data entry, copy typing and assisting with the ordering of Friends and Family feedback forms for all service areas and assisting with improving the response rate for FFT where necessary.
- Ensure personal safety is given priority at all times.
- Wear a Trust ID badge at all times and access to door codes and keys to offices will remain confidential.
- Keep valuables and equipment secure at all times and when leaving.
- Be polite and have a professional telephone manner.
- Have a willingness to undergo training to use internal computer systems including the Medway Outpatients and E-Track System.
- Be able to prioritise work load and multitask.
- Have a flexible approach to the post which is subject to change.
Job description
Job responsibilities
KEY RESPONSIBILITIES:
The post holder will:-
- Deal with telephone, email and face to face enquiries in an efficient, professional and courteous manner.
- Provide non-clinical advice and information to patients, relatives, carers, and staff.
- Deal with enquiries where there may be communication barriers.
- Direct complaints from patients, relatives and staff to the relevant service, referring the person to the appropriate department and escalating to the Patient Advice and Liaison Service or the Complaints Department, as appropriate, resolve issues within remit.
- Deal with distressed patients and bereaved relatives frequently.
- Use the Medway Outpatients patient administration and e-Track systems to answer standard patient queries regarding appointment dates and locations.
- Answer patient and staff enquiries received via the Switchboard.
- Assist with the Patient Belongings Service.
- Maintain confidentiality, ensuring information is only released to the correct individual(s) and that enquiries are handled strictly in accordance with Information Governance policies.
- Liaise with volunteers working in the reception areas and staff throughout the hospital.
- Assist patients, visitors and staff with any additional needs such as availability of wheelchairs and concessionary parking.
- Liaise with wards/departments/clinics as requested by patients and/or visitors.
- Work autonomously, using initiative and informing line manager of any problems/issues on a daily basis.
- Report and escalate incidents/issues to the IT Service Desk, Brookfields Service Desk, Security Staff, Site Service Managers or Line Manager, when required.
- Adopt a flexible approach to hours of work as this post will involve shift and weekend work. Adopt a flexible approach in providing cover in the absence of team members, i.e. annual leave and sickness leave.
- Be aware of Trust policies, particularly in respect of visiting times and flowers so as to provide information if requested.
- To be conversant with all duties, covering for annual leave and sickness as may be required.
- Keep the reception areas clean and tidy, patient forms readily stocked, and patient information is available at all times.
- To assist other members of the Patient Experience workstream, when necessary, completing administration tasks including data entry, copy typing and assisting with the ordering of Friends and Family feedback forms for all service areas and assisting with improving the response rate for FFT where necessary.
- Ensure personal safety is given priority at all times.
- Wear a Trust ID badge at all times and access to door codes and keys to offices will remain confidential.
- Keep valuables and equipment secure at all times and when leaving.
- Be polite and have a professional telephone manner.
- Have a willingness to undergo training to use internal computer systems including the Medway Outpatients and E-Track System.
- Be able to prioritise work load and multitask.
- Have a flexible approach to the post which is subject to change.
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level standard including Maths and English
Desirable
- NVQ Level 2 in Business and Administration or Customer Services
- ECDL or equivalent IT/computer skills qualification
Experience
Essential
- Experience of using Microsoft Office software, including Outlook
- Experience of data entry on to computer systems
- Experience of dealing with customer queries, face to face or by telephone
Desirable
- Receptionist, call centre or customer services experience
- NHS experience
- Experience of using PAS system
- Experience of using e-Track system
Skills/Ability & Knowledge
Essential
- Good organisational skills
- Good customer service skills including face to face contact with the general public
- Good keyboard, telephony and PC operation experience
Desirable
- Ability to problem solve and act on own initiative
Qualities/Attributes
Essential
- Ability to prioritise workloads
- Ability to actively work as part of a team
- Ability to multi-task
- Neat presentation of work
Other Requirements
Essential
- Good interpersonal skills
- Professional manner
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level standard including Maths and English
Desirable
- NVQ Level 2 in Business and Administration or Customer Services
- ECDL or equivalent IT/computer skills qualification
Experience
Essential
- Experience of using Microsoft Office software, including Outlook
- Experience of data entry on to computer systems
- Experience of dealing with customer queries, face to face or by telephone
Desirable
- Receptionist, call centre or customer services experience
- NHS experience
- Experience of using PAS system
- Experience of using e-Track system
Skills/Ability & Knowledge
Essential
- Good organisational skills
- Good customer service skills including face to face contact with the general public
- Good keyboard, telephony and PC operation experience
Desirable
- Ability to problem solve and act on own initiative
Qualities/Attributes
Essential
- Ability to prioritise workloads
- Ability to actively work as part of a team
- Ability to multi-task
- Neat presentation of work
Other Requirements
Essential
- Good interpersonal skills
- Professional manner
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.
