Job summary
An exciting opportunity has arisen to recruit a permanent full time Receptionist/Administration Assistant based in The Landermere Centre, Clacton Hospital, Clacton-on-Sea.
We are looking for someone with the ability and confidence to use their own initiative and prioritise tasks. The post holder must possess excellent communication skills and relevant administrative experience, must be flexible and have attention to detail.
The role will involve providing support to our clinical colleagues with administrative tasks by providing front line support, face to face and over the telephone. This role is Monday - Friday 9 am to 5 pm. We will offer you support, supervision, training and the opportunity for personal development.
You will also need to be computer literate with experience of Microsoft Word, Excel and Outlook. You will be given full training on the various systems that we use.
We are looking for someone with a positive and compassionate approach to supporting patient care. The role will also include telephone calls and face to face contact with our patients and due to the nature of the services we carry out administrative support for, these can sometimes be distressing.
Successful candidates will be expected to work in the organisation, providing services in a professional, efficient, friendly and polite manner.
Main duties of the job
You will be required to handle incoming and outgoing telephone calls to the multi-disciplinary clinical staff and managers in a polite and efficient manner. Receive and deal with telephone enquiries, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers. Maintain strict confidentiality at all times.
Record accurate messages and follow them up appropriately in accordance to department guidelines.
To deal face to face with patients and families seeking further help/information and to be aware of the needs of the clients and to deal in an appropriate manner with clients who can be hostile, abusive or aggressive.
To exchange confidential and/or sensitive information between staff, patients, and carers in person or on the telephone. The unpredictability of patients means that persuasive, reassuring, empathic, skills are required at all times.
Deal with queries raised by patients, relatives, GP's or other healthcare professionals both internally and externally to the trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.
About us
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Job description
Job responsibilities
- Undertake administrative duties within own level of competence as requested by professionally registered staff
- Record accurate messages and follow them up appropriately in accordance to department guidelines
- Communicate face to face with clients seeking further help/information as required being aware of the needs of the clients and act in an appropriate manner particularly with clients who can be verbally challenging
- Contribute to and support services to provide a high-quality service that takes account of individual needs. To exchange confidential, sensitive information with staff, clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times
- Deal with queries raised by patients, carers and other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.
COMMUNICATION AND WORKING RELATIONSHIPS
- Excellent communication skills with patients, carers and other healthcare colleagues (across a range of disciplines) on day-to-day aspects
- The post holder will have the ability to communicate effectively and sensitively with patients according to their age, understanding, language and ability
- Responsible for ensuring all correspondence is accurately and appropriately presented using Trust and departmental procedures and medical terminology used by the clinical staff
- To be skilled and experienced in the full range of administrative work practices, software programmes and specialised functional terms
- To be proficient with the knowledge of Patient Records management supporting new users and instructing them as necessary. To use the knowledge and experience to meet the needs of the clinical teams by completing non routine tasks on a daily basis
- To operate the Trusts central telephony systems
- To update skills as necessary and attend mandatory training and maintain records as per Trust policy
- Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
- Prioritising and organising distribution of incoming and outgoing mail (including email)
- Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
- To maintain diaries, both electronic and paper. To arrange appointments and meetings via electronic systems
- Ability to deal with short notice planning and last minute changes
- To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department
- To report and ensure equipment faults are dealt with by the relevant persons
- The post holder will contribute to accurate written accounts of events / incidents under the guidance of qualified staff on the Trusts adopted electronic record (Paris). Due regard for confidentiality and information of patients should be taken at all times it is the responsibility of the qualified staff to arrange regular reviews and to countersign all entries that are made in records
- Contribute to risk management and assessment where appropriate, accurately communicating information to qualified staff and other members of the multi-disciplinary tea
- Be able to promote the use and development of self-awareness, interpersonal skills in non-mental health settings
- To ensure full compliance with all Information Governance requirements as set out by the Trust
- Work collaboratively within the multi-disciplinary team providing a team approach to service delivery
ANALYTICAL AND JUDGEMENT
- Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
- Prioritising and organising distribution of incoming and outgoing mail including emails and tasks operate a letter folding machine
- Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
INFORMATION SYSTEMS
- Computer Literate, including electronically accessing Trust Policies and Procedure
- Understand, access and comprehensively use the Trusts dedicated electronic records system
- Able to communicate using emails
- Able to access and utilise e-learning/OLM and maintain and update their continued professional development
To carry out any other duties commensurate with the duties of this post. This is an outline job description and may be subject to change, according to the needs of the service, in consultation with the post holder
Any other duties as delegated by your Director or Chief Executive Officer commensurate within the responsibilities of this post.
Job description
Job responsibilities
- Undertake administrative duties within own level of competence as requested by professionally registered staff
- Record accurate messages and follow them up appropriately in accordance to department guidelines
- Communicate face to face with clients seeking further help/information as required being aware of the needs of the clients and act in an appropriate manner particularly with clients who can be verbally challenging
- Contribute to and support services to provide a high-quality service that takes account of individual needs. To exchange confidential, sensitive information with staff, clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times
- Deal with queries raised by patients, carers and other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.
COMMUNICATION AND WORKING RELATIONSHIPS
- Excellent communication skills with patients, carers and other healthcare colleagues (across a range of disciplines) on day-to-day aspects
- The post holder will have the ability to communicate effectively and sensitively with patients according to their age, understanding, language and ability
- Responsible for ensuring all correspondence is accurately and appropriately presented using Trust and departmental procedures and medical terminology used by the clinical staff
- To be skilled and experienced in the full range of administrative work practices, software programmes and specialised functional terms
- To be proficient with the knowledge of Patient Records management supporting new users and instructing them as necessary. To use the knowledge and experience to meet the needs of the clinical teams by completing non routine tasks on a daily basis
- To operate the Trusts central telephony systems
- To update skills as necessary and attend mandatory training and maintain records as per Trust policy
- Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
- Prioritising and organising distribution of incoming and outgoing mail (including email)
- Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
- To maintain diaries, both electronic and paper. To arrange appointments and meetings via electronic systems
- Ability to deal with short notice planning and last minute changes
- To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department
- To report and ensure equipment faults are dealt with by the relevant persons
- The post holder will contribute to accurate written accounts of events / incidents under the guidance of qualified staff on the Trusts adopted electronic record (Paris). Due regard for confidentiality and information of patients should be taken at all times it is the responsibility of the qualified staff to arrange regular reviews and to countersign all entries that are made in records
- Contribute to risk management and assessment where appropriate, accurately communicating information to qualified staff and other members of the multi-disciplinary tea
- Be able to promote the use and development of self-awareness, interpersonal skills in non-mental health settings
- To ensure full compliance with all Information Governance requirements as set out by the Trust
- Work collaboratively within the multi-disciplinary team providing a team approach to service delivery
ANALYTICAL AND JUDGEMENT
- Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
- Prioritising and organising distribution of incoming and outgoing mail including emails and tasks operate a letter folding machine
- Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
INFORMATION SYSTEMS
- Computer Literate, including electronically accessing Trust Policies and Procedure
- Understand, access and comprehensively use the Trusts dedicated electronic records system
- Able to communicate using emails
- Able to access and utilise e-learning/OLM and maintain and update their continued professional development
To carry out any other duties commensurate with the duties of this post. This is an outline job description and may be subject to change, according to the needs of the service, in consultation with the post holder
Any other duties as delegated by your Director or Chief Executive Officer commensurate within the responsibilities of this post.
Person Specification
Experience
Essential
- Previous Reception experience
- Previous Administration experience
Desirable
- Previous NHS Reception experience
- Previous NHS Administration experience inc. Paris & System One
Education
Essential
- Good level of general education
Desirable
- GCSE in Maths and English Language
Skills
Essential
- Good communication skills
Desirable
- Previous Customer facing experience
Person Specification
Experience
Essential
- Previous Reception experience
- Previous Administration experience
Desirable
- Previous NHS Reception experience
- Previous NHS Administration experience inc. Paris & System One
Education
Essential
- Good level of general education
Desirable
- GCSE in Maths and English Language
Skills
Essential
- Good communication skills
Desirable
- Previous Customer facing experience
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
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).
Employer details
Employer name
Essex Partnership University NHS Foundation Trust
Address
Landermere Centre, Clacton Hospital
Tower Road
Clacton on Sea
CO15 1LH
Employer's website
https://eput.nhs.uk/ (Opens in a new tab)
