Job summary
We are looking for an enthusiastic, hard-working Receptionist/Administrator to work within the existing Reception team who provide efficient and effective reception services across the Trust, based at the John Radcliffe Hospital, Churchill Hospital and OUH Cowley on a rotational basis.
Reliability, flexibility and a friendly disposition are all attributes the ideal candidate will possess. A well-presented, enthusiastic, confident and capable person, you will need to be a good team member, possess excellent administrative, organisational skills, be self-motivated and able to pay attention to detail. Exceptional communication skills, customer service and presentation are essential. Confident telephone skills are essential for this role.
It is fundamental to the post to have a courteous manner in sometimes-difficult situations. The successful applicant will have excellent IT skills and work well as part of a team.
We are recruiting to one reception post of 37.5 hours per week. Working days to be Monday to Friday 9am - 5pm (this is non-negotiable).
For an informal discussion, please contact Katie Harris, Complaints and Patient Services Manager on 07881 615199 email
Main duties of the job
To contribute to the effective operation of the Trust's core business by receiving all patients and visitors and directing them to their correct destination.
To promote a helpful and caring attitude within the Trust by ensuring all individual requirements are met and that everyone is treated with courtesy and respect in line with the Trust's Values.
To represent the Trust as first point of contact in a professional and courteous manner at all times for patients, staff and general public. Communicate and deal effectively with patients, relatives and visitors enquiries including those with hearing, speech or sight impediments. In addition to assist people whose first language may not be English.
To provide administrative support to the Complaints and PALS teams - duties may include data entry, and general office duties. This also includes taking the calls to the PALS service, and triaging accordingly, dealing with the straightforward queries and escalating more complex issues to the PALS Officers.
Responsible for ensuring that the reception area is clean, tidy and presentable at all times, and report any required cleaning or repair work to the relevant helpdesk.
To calmly manage agitated and distressed members of the public, patients and visitors. To be patient and understanding and advise them of the PALS service to help with their concerns, or if requested what the formal complaints procedure is.
About us
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more here www.ouh.nhs.uk
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel.
Job description
Job responsibilities
To contribute to the effective operation of the Trusts core business by receiving all patients and visitors and directing them to their correct destination.
- To promote a helpful and caring attitude within the Trust by ensuring all individual requirements are met and that everyone is treated with courtesy and respect in line with the Trusts Values.
- To provide a range of administrative duties for the Complaints and PALS teams as required.
- To represent the Trust as first point of contact in a professional and courteous manner at all times for patients, staff, contractors and general public. Communicate and deal effectively with patients, relatives and visitors enquiries including those with hearing, speech or sight impediments. In addition to assist people whose first language may not be English.
- Provide advice and guidance to patients and relatives in respect of appointments and outpatient services.
- To provide administrative support to the Complaints and PALS teams - duties may include data entry, and general office duties. Arranging meetings, booking rooms as and when required (to be carried out on quieter reception desks, not Main Reception). This also includes taking the calls to the PALS service, and triaging accordingly, dealing with the straightforward queries and escalating more complex issues to the PALS Officers.
- Responsible for ensuring that the reception area is clean, tidy and presentable at all times, and report any required cleaning or repair work to the relevant helpdesk.
- To provide a range of administrative services for patients, public, visitors and staff - including directions, patient locations, services on sites, location of the car parking or security offices.
- Have local knowledge of the area and services available e.g. post office, banks, shops etc. To be able to give directions to people coming to the hospital from outside of the area and to guide the public to other hospitals within the Trust.
- To calmly manage agitated and distressed members of the public, patients and visitors. To be patient and understanding and advise them of the PALS service to help with their concerns, or if requested what the formal complaints procedure is.
- To be fully conversant with all reception protocols including Department Attack Alarms, and A2 Dominion Housing guidelines.
- To be conversant with any protocols which may affect reception in the event of a Major Incident being called
- To undertake personal development through training and competence development
Job description
Job responsibilities
To contribute to the effective operation of the Trusts core business by receiving all patients and visitors and directing them to their correct destination.
- To promote a helpful and caring attitude within the Trust by ensuring all individual requirements are met and that everyone is treated with courtesy and respect in line with the Trusts Values.
- To provide a range of administrative duties for the Complaints and PALS teams as required.
- To represent the Trust as first point of contact in a professional and courteous manner at all times for patients, staff, contractors and general public. Communicate and deal effectively with patients, relatives and visitors enquiries including those with hearing, speech or sight impediments. In addition to assist people whose first language may not be English.
- Provide advice and guidance to patients and relatives in respect of appointments and outpatient services.
- To provide administrative support to the Complaints and PALS teams - duties may include data entry, and general office duties. Arranging meetings, booking rooms as and when required (to be carried out on quieter reception desks, not Main Reception). This also includes taking the calls to the PALS service, and triaging accordingly, dealing with the straightforward queries and escalating more complex issues to the PALS Officers.
- Responsible for ensuring that the reception area is clean, tidy and presentable at all times, and report any required cleaning or repair work to the relevant helpdesk.
- To provide a range of administrative services for patients, public, visitors and staff - including directions, patient locations, services on sites, location of the car parking or security offices.
- Have local knowledge of the area and services available e.g. post office, banks, shops etc. To be able to give directions to people coming to the hospital from outside of the area and to guide the public to other hospitals within the Trust.
- To calmly manage agitated and distressed members of the public, patients and visitors. To be patient and understanding and advise them of the PALS service to help with their concerns, or if requested what the formal complaints procedure is.
- To be fully conversant with all reception protocols including Department Attack Alarms, and A2 Dominion Housing guidelines.
- To be conversant with any protocols which may affect reception in the event of a Major Incident being called
- To undertake personal development through training and competence development
Person Specification
N/A
Essential
Desirable
Person Specification
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.
