Job summary
**Previous applicants need not apply**
Would you like to apply your people skills to build a career in customer service?
Our reception team at Hinchingbrooke Hospital is happy to welcome a Day Receptionist/Switchboard Operator to join our friendly and supportive main reception team.
You will be an integral part of the main entrance area hub team providing an essential service to the Trust by being the first point of contact with our staff, patients and visitors. You will deliver switchboard services, answer and connect calls as well as dealing with caller's requests and enquiries.
You will have customer service experience, excellent communication skills and telephone manner dealing with calls in a tactful, diplomatic and courteous manner at all times, demonstrating good interpersonal and organisational skills, even when working under pressure. You will have a flexible approach in ensuring the needs of patients and visitors are met.
In exchange for your services, we will offer comprehensive training for your personal and professional development. You will receive enhanced rates when working unsocial hours and night shifts.
Join the team at North West Anglia NHS Foundation Trust and help improve our services!
Main duties of the job
You will provide a front-line telephony and reception services for the Trust, ensuring customers are dealt with in a helpful, courteous and efficient manner. You will manage telephone enquiries from health and social care professionals and the general public while accurately recording and delivering messages as required.
As the first point of contact for patients and visitors to the Trust, you will deliver a high standard of customer care directing visitors, chasing up patients transport, handing out keys, changing batteries in bleeps, signing in of visitors, validating car parking tokens, handing out accommodation packages with keys.
You will maintain professional relationships with other agencies, e.g.; Neighbourhood Services, Police, Probation Service, Education, PALS, Benefits, Voluntary Services, etc
About us
We are committed to ensure a work-life balance to all our staff by offering full time and part time roles, flexible working hours on a shift pattern to fit around your family life.We welcome and encourage applications from people of all backgrounds. We particularly encourage applications from disabled, Black, Asian and Minority Ethnic (BAME) and candidates form our local communities.Benefits to youo 27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);o NHS Pension Scheme:o Flexible working opportunities;o Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;o Career development and training;o Wellbeing support and activities;o In-house physiotherapy Service;o On-site canteens with subsidised meals;o Subsidised staff parking (currently free).o Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough
Job description
Job responsibilities
To answer the switchboard emergency phone in a prompt, calm and clear manner.
To activate the appropriate emergency team bleeps as necessary repeating the exact message received on the emergency phone in a calm and precise manner.
To remain calm under pressure and maintain a professional approach at all times.
To demonstrate the ability to work on your own initiative dealing with a wide range of calls from the public, staff and emergency services promptly.
To test all the emergency team bleeps including Cardiac, Trauma, Code Blue, Code Red, Fire bleeps on a weekly basis and recording response in the appropriate books. Contacting and follow up anyone who has not responded to check if their bleep is working
To respond to Boiler, Medical Gas, Pharmacy, Intruder, Lift, Panic and any other alarms held centrally in switchboard, using the correct protocol in dealing with them.
To take calls from bereaved relatives who wish to see the deceased and contacting the Mortician on-call out of hours to arrange a time for them to see their relative.
To report, record and update any necessary changes in the switchboard records.
To keep the line manager informed of the changes.
To undertake cash handling duties, including issuing of car park permits and issuing travel refunds to patients and visitors
To be aware of each departments function, opening times and staff availability.
To log in in and out of keys using an electronic and manual system.
T check the ID and the following of designated procedures
To comply with the roles and responsibilities as defined in the Trusts Health & Safety Policy.
To be responsible for safeguarding and promoting the welfare of children and adults by undertaking the appropriate level of training in accordance with the safeguarding policy training strategy and being aware of and working within the Trusts safeguarding policies.
To ensure all data collection and processing undertaken is consistently accurate and timely and complies with the Trust Data Quality Policy and local procedures.
To undertake any other similar duties in line with the key purpose of the job.
Infection Prevention is of paramount importance to the safety and wellbeing of our patients at Hinchingbrooke Hospital. The Infection Prevention and Control Team use national and local guidance and policy to formulate Infection Prevention Policy and Procedure documents. It is the responsibility of all Hinchingbrooke Hospital employees, to comply with
the Infection Prevention and Control Policy and Procedure documents. Compliance with the relevant documents will be assessed during appraisal.
Job description
Job responsibilities
To answer the switchboard emergency phone in a prompt, calm and clear manner.
To activate the appropriate emergency team bleeps as necessary repeating the exact message received on the emergency phone in a calm and precise manner.
To remain calm under pressure and maintain a professional approach at all times.
To demonstrate the ability to work on your own initiative dealing with a wide range of calls from the public, staff and emergency services promptly.
To test all the emergency team bleeps including Cardiac, Trauma, Code Blue, Code Red, Fire bleeps on a weekly basis and recording response in the appropriate books. Contacting and follow up anyone who has not responded to check if their bleep is working
To respond to Boiler, Medical Gas, Pharmacy, Intruder, Lift, Panic and any other alarms held centrally in switchboard, using the correct protocol in dealing with them.
To take calls from bereaved relatives who wish to see the deceased and contacting the Mortician on-call out of hours to arrange a time for them to see their relative.
To report, record and update any necessary changes in the switchboard records.
To keep the line manager informed of the changes.
To undertake cash handling duties, including issuing of car park permits and issuing travel refunds to patients and visitors
To be aware of each departments function, opening times and staff availability.
To log in in and out of keys using an electronic and manual system.
T check the ID and the following of designated procedures
To comply with the roles and responsibilities as defined in the Trusts Health & Safety Policy.
To be responsible for safeguarding and promoting the welfare of children and adults by undertaking the appropriate level of training in accordance with the safeguarding policy training strategy and being aware of and working within the Trusts safeguarding policies.
To ensure all data collection and processing undertaken is consistently accurate and timely and complies with the Trust Data Quality Policy and local procedures.
To undertake any other similar duties in line with the key purpose of the job.
Infection Prevention is of paramount importance to the safety and wellbeing of our patients at Hinchingbrooke Hospital. The Infection Prevention and Control Team use national and local guidance and policy to formulate Infection Prevention Policy and Procedure documents. It is the responsibility of all Hinchingbrooke Hospital employees, to comply with
the Infection Prevention and Control Policy and Procedure documents. Compliance with the relevant documents will be assessed during appraisal.
Person Specification
Qualification
Essential
- 3 GCSE or Equivalent Experience
- Customer Service Experience
Experience
Desirable
- Previous experience in a Hospital Trust environment
Skills
Essential
- Basic English language (listening, reading, writing, speaking) proficiency at level 1
Person Specification
Qualification
Essential
- 3 GCSE or Equivalent Experience
- Customer Service Experience
Experience
Desirable
- Previous experience in a Hospital Trust environment
Skills
Essential
- Basic English language (listening, reading, writing, speaking) proficiency at level 1
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.
