Receptionist

Job description

Job responsibilities

Meeting, greeting and providing a welcoming reception for all staff, patients and members of the general public visiting, and to ensure that at all times the reception duties are carried out to the highest standards.

Responsible for processing all telephone calls to the clinic.

To provide a receptionist service directing patients/clients to the appropriate areaas determined by clinical/service appointments or otherwise. Dealing with directpersonal queries at the reception desk.

Operate the switchboard in a courteous and efficient manner respecting patientconfidentiality and expressing diplomacy/sensitivity when taking messages and relaying detailed information to relevant personnel.

Responsible for organising appointments and maintaining the scheduling systemfor the various services within your clinic.

To schedule, manage, negotiate, arrange and amend appointments and clinicswithin established guidelines. This will include dealing with telephone and directenquires from patients, staff, other health care professionals and visitors on a dailybasis.

To act on own initiative in the absence of senior staff to resolve anyqueries/problems, fill vacant appointments, maximise clinic capacity and use resources variably.

To arrange transport for patients, liaising with the ambulance service; to recordand monitor any transport problems and negotiate solutions acceptable topatients, therapies staff and the ambulance service.

To distribute departmental post, prioritising anything that requires urgent attentionand ensure relevant documentation is acted on promptly and appropriately.

To provide non-clinical advice and information regarding appointments, processesor procedures to patients, visitors and other members of clinic staff, as required.

Authorised to use the Trust IT system (Lorenzo) to view and retrieve patientinformation, on behalf of the various departments, as requested and to use thissystem to schedule, manage, negotiate, arrange and amend appointments andclinics.

Responsible for dealing with both internal and Royal Mail postal systems.

To be vigilant in observation of the clinic security system, taking appropriate action as required and report any such action immediately.To respond to the fire alarm and emergency calls ensuring established proceduresare followed.

To book meeting rooms on site.

The post-holder will advise the Maintenance Secretary as soon as is practicable of any problems or operational difficulties which affect the efficiency of the reception service.

To work in other areas/clinics, subject to ability to travel.

To be able to advise general enquiries, both telephone and face to face with regard to Family Planning Clinics.

To be able to handle distressed/aggressive patients/clients in a sympathetic and understanding manner and to be able to resolve issues with a minimum of guidance.

To be responsible for the allocation of internal keys to the building on a day-to-daybasis ensuring their safe return.

Reporting/logging all maintenance work/requests

Be responsible for dispensing of hearing aid batteries, issuing welfare foods in exchange for tokens or cash and issuing foot files for cash, ensure adequate stocks are maintained and re-order as necessary.

Organise own workload.

Assist with the opening and closing of the clinic when necessary.Be responsible for the ordering of stationery for reception only, and when delivered to ensure that all goods are checked against delivery notes and stored in appropriate cupboards and all paperwork accurately filed.

To carry out any other additional duties as deemed appropriate the status of thispost.

Communications and Working Relationships:

To have good interpersonal skills and be able to communicate with staff,patients, visitors and clinic users.

Person Specification

Qualifications

Essential

• Education to secondary school standard
• GCSE or equivalent in Maths and English at grade C or above
• Customer Care skills - NVQ level 2 or working towards
• Computer literate

Desirable

• Switchboard training preferable

Experience

Essential

• Experience of reception duties

Desirable

• Experience of switchboard
• Experience in Healthcare environment

Skills

Essential

• Competent IT skills
• Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety
• Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
• Excellent command of the English language
• Excellent written, verbal and nonverbal communication skills
• Good negotiating skills
• Ability to multitask
• Excellent telephone manner

Desirable

• Knowledge of a computerised booking/appointment system
• Understanding of therapy role and terminology

Personal Qualities

Essential

• Organised and able to prioritise
• Flexible and reliable
• Able to work effectively under pressure and frequently difficult/distressing circumstances
• Able to work on their own but also as part of a team
• Calm and courteous when dealing with callers and personal request
• Good problem-solving skills
• Efficient manner in dealing with general public

Other

Essential

• Flexible to cover annual leave and sickness

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.

Certificate of Sponsorship

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).

Employer details

Employer name

South Warwickshire University NHS Foundation Trust

Address

Crown Way Clinic/Lillington Hub

Crown Way

Leamington

CV32 7SF

Employer's website

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