Job summary
An exciting opportunity has arisen to work with the current post holder grow and develop the busy Main reception at UHCW alongside supporting the PALS team.
Working closely with the Head of Patient Relations the post holder will ensure the provision of a comprehensive, professional, high quality and cost effective Main Reception service across the Trust.
The post-holder will also work with the PALS Coordinator to support the PALS function.
Please be advised sponsorship is not eligible for this post.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
The post holder will lead Main Reception team in activities that include the following key areas of responsibility:
- To ensure that the Main Reception is supported to be a fully functioning team 7 days a week, 0700 - 2000, 365 days per year.
- To manage the Main Reception desk at University Hospitals, Coventry including the rota and line management of the team.
- To continue to develop the main reception function and support senior members of staff across wards and departments to enable a high standard of service for all visitors to the hospital.
- To provide elements of cover for the PALS Co-ordinator during periods of leave in the day- to-day guidance to staff involved in PALS enquiries.
- The postholder will lead the administration of new processes and procedures within the department and ensure robust auditing processes are in place to ensure compliance with and adherence to standard operating procedures, national requirements and best practice.
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description
Job responsibilities
- The post holder will be responsible for ensuring the effective prioritisation and completion of work within the team in accordance with service demands ensuring appropriate contingency plans are in place
- Ensure that Trust policies and procedures are followed to support the effective management of Main Reception and to ensure that national guidance and processes are followed, including the independent review processes
- Work closely with the PALS Co-ordinator and PALS Officers to ensure seamless processes are in place across the PALS and Main Reception teams, with the provision to provide cross cover for both teams
- Support the Main Reception team in dealing with any complex enquiries
- Liaise with external agencies and internal customers as required in order to manage any enquiries that do not require input from PALS or the Complaints Team
- Provide line management to the Main Reception Receptionists/Administrators, and assist in ensuring their work meets the standard required, in line with Trust policies and procedures
- Work with the Head of Patient Relations to promote the service
- Act as the escalation contact for the investigation and resolution of queries and complaints, ensuring the development and implementation of actions to prevent any reoccurrence
- Review, development and implementation of existing and new standard operating procedures and policies within the department and pro-actively identifying areas for improvement
- Work closely with external agencies to create working relationships and improve the experience being provided by the Trust
- Participate in appraisals and personal reviews and work to achieve agreed set objectives
- Participate in appropriate training and development activities
- Where required, cover the work of colleagues during periods of absence or peak workloads
- Adhere to and maintain Information Governance requirements in all local and national work
- Undertake any other duties as required by the Head of Patient Relations in accordance with the grade and nature of the post
- Manage and prioritise work in line with agreed schedules
- Deputise for the PALS Coordinator as and when required
For further details of the role please see the attached job description.
Job description
Job responsibilities
- The post holder will be responsible for ensuring the effective prioritisation and completion of work within the team in accordance with service demands ensuring appropriate contingency plans are in place
- Ensure that Trust policies and procedures are followed to support the effective management of Main Reception and to ensure that national guidance and processes are followed, including the independent review processes
- Work closely with the PALS Co-ordinator and PALS Officers to ensure seamless processes are in place across the PALS and Main Reception teams, with the provision to provide cross cover for both teams
- Support the Main Reception team in dealing with any complex enquiries
- Liaise with external agencies and internal customers as required in order to manage any enquiries that do not require input from PALS or the Complaints Team
- Provide line management to the Main Reception Receptionists/Administrators, and assist in ensuring their work meets the standard required, in line with Trust policies and procedures
- Work with the Head of Patient Relations to promote the service
- Act as the escalation contact for the investigation and resolution of queries and complaints, ensuring the development and implementation of actions to prevent any reoccurrence
- Review, development and implementation of existing and new standard operating procedures and policies within the department and pro-actively identifying areas for improvement
- Work closely with external agencies to create working relationships and improve the experience being provided by the Trust
- Participate in appraisals and personal reviews and work to achieve agreed set objectives
- Participate in appropriate training and development activities
- Where required, cover the work of colleagues during periods of absence or peak workloads
- Adhere to and maintain Information Governance requirements in all local and national work
- Undertake any other duties as required by the Head of Patient Relations in accordance with the grade and nature of the post
- Manage and prioritise work in line with agreed schedules
- Deputise for the PALS Coordinator as and when required
For further details of the role please see the attached job description.
Person Specification
Qualifications
Essential
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills
Essential
Commitment to Trust Values and Behaviours
Essential
Person Specification
Qualifications
Essential
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills
Essential
Commitment to Trust Values and Behaviours
Essential
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.
Employer details
Employer name
University Hospitals Coventry and Warwickshire NHS Trust
Address
University Hospitals Coventry and Warwickshire
Clifford Bridge Road
Coventry
CV2 2DX
Employer's website
https://www.jobsatuhcw.co.uk (Opens in a new tab)
