Job summary
The accommodation services department manages a portfolio of over 400 units of accommodation, located at Guy's and St. Thomas' hospitals, for the benefit of patients, staff and visitors to the Trust. The department delivers a range of designated in-house services including Patient liaison, project Management, Housekeeping and maintenance. The service has recently seen significant developments and investment and is continually evolving to ensure that the complex requirements of the client group are met. The post holder will join a dynamic and skilled team, with the ability to build on the strengths of the current accommodation service, yet flexible to adapt to future changes to ensure the delivery of the department's vision is achieved. The post holder will be responsible for providing an efficient and effective operational and reception service for the Simon Patient Lodge accommodation patients, meeting the needs and objectives of both the department and the Trust reception service for the accommodation patients lodge; meeting the needs and objectives of both the department and the Trust.
The post holder will be expected to work rotated shifts covering weekends, days, evening, nights and Bank Holidays working 37.5 hours per week. The rotated shifts comprises of the Day shift 07.00am-15.00pm,Evening shift 15.00pm-23.00pm and the Night shift 23.00pm -07.00am
Main duties of the job
The Simon Patient Lodge Liaison Officer will be the first point of contact for patients and service users. The post holder will be responsible for providing an efficient and effective operational and reception service; meeting the needs and objectives of both the department and the Trust.
Responsible for the accurate, timely input of all data onto the Accommodation Res Manager system, ensuring all data is current and up to date.
Ensures the maintenance of all IT systems provided for the benefit of the department. Utilising Trust computer systems to ensure patient data is correct and up to date.
Provides a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries.
Maintains strict credit control of guest accounts, liaising with guests and/or departments to arrange payment.
About us
Working within a busy environment you will have the full support of the management team. Ensuring you have a well balanced working life is a key focus and there are extensive wellbeing support offers to assist you. There are cycle to work schemes, local gyms and swimming pool, as well as many other physical activity programmes.
What We Offer:
- The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.
- Interest free Season Ticket Loan Long Term Service Awards
- Subsidised on-site nurseries and childcare vouchers
- A comprehensive staff health and well-being programme
- Ride to work scheme
- Employee assistance programme
- Free stop smoking service
Job description
Job responsibilities
Duties and Responsibilities
Operational
- Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation patient lodge. Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
- Allocates accommodation in accordance with the accommodation strategy and lodge placement guidelines; ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Liaise with clinical teams and SNPs to ensure the smooth running of the step down function of the department. Promptly dealing with bed space escalation.
- Ensures all patients and guests are issued with the correct keys, swipe cards/access codes and documentation at point of arrival. Carries out orientation for guests on arrival.
- Records special requirements of patients/guests on arrival, carrying out placement guideline check.
- Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly.
- Provides non-clinical assistance to guests, e.g. help with walking, whilst maintaining excellent customer service standards at all times.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Supervisor.
- Be proficient in basic emergency measures and seek appropriate help and assistance if a guest has any complaint or problem.
- Liaise with clinical team, outpatient services regarding discharge arrangements.
- Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently.
- Ensures specific work is completed to hotel style standards (e.g. the staging and styling of room accessories); reporting any deficiencies or faults where appropriate.
- Contributes to the continuous improvement of the service, increasing client satisfaction and flexible working practices; prepared to offer support and cover on a cross-site basis if necessary.
- Prepares and oversees the dining room for the delivery and serving of patient meals.
Ensures all day to day housekeeping duties are completed by the housekeeping team; and when the service demands require additional housekeeping support, the post holder will conduct a wide range of housekeeping duties.
- Responds to and completes any reasonable tasks or requests placed by the accommodation management team.
Technical
- Responsible for the accurate, timely input of all data onto the Accommodation Res Manager system, ensuring all data is current and up to date.
- Ensures the maintenance of all IT systems provided for the benefit of the department. Utilising Trust computer systems to ensure patient data is correct and up to date.
- Observes and adheres to all aspects of health and safety legislation.
- Utilises all protective equipment and clothing, as provided by the department for the safe completion of their duties.
- Wears the approved and correct uniform at all times when on duty and prominently displays their Trust ID badge.
- In conjunction with the Trusts security management and fire safety teams, ensures that procedures are followed for both fire safety, building and resident security.
- Completes training in the British Institute of Cleaning Science (BICS) procedures and methods to stages I & II; and Red Cross first aid training within the first year of their appointment.
Communication
- Provides a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
- Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries.
- Ensures all prospective guests receive standard departmental notification documents prior to their arrival.
- Welcomes guests and ensures they are issued with the correct access cards and documentation at point of arrival.
- Assists in the production and distribution of information, to ensure all guests are fully informed of planned/reactive maintenance, refurbishment programmes and changes to service provision.
- Responsible for distributing client satisfaction surveys and gathering results.
- Liaises with the clinical and discharge teams, if any patient care issues become apparent escalates where necessary to the patient lodge supervisor.
- Liaises with the housekeeping and maintenance teams to ensure service standards are maintained.
- Reports any maintenance faults, damage, theft or health and safety issues in their designated areas of responsibility.
- Reports all accidents and adverse incidents to the accommodation management team, in accordance with Trust policy.
- Cooperates with colleagues and management to assist in an effective and pro-active working environment.
- Ensures the correct procedures and security protocols are adhered to whilst carrying out lone worker shifts.
Financial
- Maintains strict credit control of guest accounts, liaising with guests and/or departments to arrange payment.
- Ensures that any financial procedure completed, is in accordance with both the departments local procedures and that of the Trusts standing financial instructions.
Job description
Job responsibilities
Duties and Responsibilities
Operational
- Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation patient lodge. Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
- Allocates accommodation in accordance with the accommodation strategy and lodge placement guidelines; ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Liaise with clinical teams and SNPs to ensure the smooth running of the step down function of the department. Promptly dealing with bed space escalation.
- Ensures all patients and guests are issued with the correct keys, swipe cards/access codes and documentation at point of arrival. Carries out orientation for guests on arrival.
- Records special requirements of patients/guests on arrival, carrying out placement guideline check.
- Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly.
- Provides non-clinical assistance to guests, e.g. help with walking, whilst maintaining excellent customer service standards at all times.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Supervisor.
- Be proficient in basic emergency measures and seek appropriate help and assistance if a guest has any complaint or problem.
- Liaise with clinical team, outpatient services regarding discharge arrangements.
- Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently.
- Ensures specific work is completed to hotel style standards (e.g. the staging and styling of room accessories); reporting any deficiencies or faults where appropriate.
- Contributes to the continuous improvement of the service, increasing client satisfaction and flexible working practices; prepared to offer support and cover on a cross-site basis if necessary.
- Prepares and oversees the dining room for the delivery and serving of patient meals.
Ensures all day to day housekeeping duties are completed by the housekeeping team; and when the service demands require additional housekeeping support, the post holder will conduct a wide range of housekeeping duties.
- Responds to and completes any reasonable tasks or requests placed by the accommodation management team.
Technical
- Responsible for the accurate, timely input of all data onto the Accommodation Res Manager system, ensuring all data is current and up to date.
- Ensures the maintenance of all IT systems provided for the benefit of the department. Utilising Trust computer systems to ensure patient data is correct and up to date.
- Observes and adheres to all aspects of health and safety legislation.
- Utilises all protective equipment and clothing, as provided by the department for the safe completion of their duties.
- Wears the approved and correct uniform at all times when on duty and prominently displays their Trust ID badge.
- In conjunction with the Trusts security management and fire safety teams, ensures that procedures are followed for both fire safety, building and resident security.
- Completes training in the British Institute of Cleaning Science (BICS) procedures and methods to stages I & II; and Red Cross first aid training within the first year of their appointment.
Communication
- Provides a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
- Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries.
- Ensures all prospective guests receive standard departmental notification documents prior to their arrival.
- Welcomes guests and ensures they are issued with the correct access cards and documentation at point of arrival.
- Assists in the production and distribution of information, to ensure all guests are fully informed of planned/reactive maintenance, refurbishment programmes and changes to service provision.
- Responsible for distributing client satisfaction surveys and gathering results.
- Liaises with the clinical and discharge teams, if any patient care issues become apparent escalates where necessary to the patient lodge supervisor.
- Liaises with the housekeeping and maintenance teams to ensure service standards are maintained.
- Reports any maintenance faults, damage, theft or health and safety issues in their designated areas of responsibility.
- Reports all accidents and adverse incidents to the accommodation management team, in accordance with Trust policy.
- Cooperates with colleagues and management to assist in an effective and pro-active working environment.
- Ensures the correct procedures and security protocols are adhered to whilst carrying out lone worker shifts.
Financial
- Maintains strict credit control of guest accounts, liaising with guests and/or departments to arrange payment.
- Ensures that any financial procedure completed, is in accordance with both the departments local procedures and that of the Trusts standing financial instructions.
Person Specification
Knowledge
Essential
- Good general education including Maths level 2, with an excellent command of the English language, including oral and written communication skills.
Desirable
- NVQ Level II in Business Administration or Customer Service.
Experience
Essential
- Experience of using IT systems including Microsoft Office packages and Facilities Management software.
Desirable
- Experience of dealing directly with the general public in a customer focussed environment within the healthcare profession or hotel industry.
Skills
Essential
- Excellent team member with the ability to engage effectively with all grades of staff, within a busy and challenging environment.
Desirable
- Proven Long term experience in public engagement
Person Specification
Knowledge
Essential
- Good general education including Maths level 2, with an excellent command of the English language, including oral and written communication skills.
Desirable
- NVQ Level II in Business Administration or Customer Service.
Experience
Essential
- Experience of using IT systems including Microsoft Office packages and Facilities Management software.
Desirable
- Experience of dealing directly with the general public in a customer focussed environment within the healthcare profession or hotel industry.
Skills
Essential
- Excellent team member with the ability to engage effectively with all grades of staff, within a busy and challenging environment.
Desirable
- Proven Long term experience in public engagement
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
