Job summary
To provide an efficient and courteous front of house service to all telephone callers, forwarding calls from Switchboard answering non-clinical from relatives etc, dealing with internal calls and keeping associated records and to provide a reception service for visitors or patients on arrival to hospital. There may be an opportunity to work additional hours helping to cover annual leave and sickness.
Main duties of the job
Key Responsibilities
- Front Desk Management
- Greet visitors and patients professionally and courteously, creating a welcoming atmosphere.
-Telephone and Inquiry Handling. Responding to telephone calls promptly, ensuring inquiries are handled with efficiency and professionalism.
-Relay messages accurately in accordance with Trust Policies and Procedures.
-Assist with administrative tasks, including room bookings, data input, and word processing, to ensure smooth ward operations.
-Provide general office support, such as filing, document preparation, and managing correspondence.
-Coordinate transportation services as needed.-Act as a communication link between the ward and services such as Estates, Porters, and IT, reporting and following up on any issues.
-Provide support during staff absences by adapting to changing priorities and ensuring continuity of service.
Skills and Attributes Required
To excel in this role, you should:
-Possess strong organizational and communication skills.
-Demonstrate professionalism in dealing with patients, staff, and external agencies.
-Be proficient in administrative tools, such as word processing and data input.
This position offers a fulfilling experience where no two days are the same. You will play a vital role in ensuring the smooth operation of our facility and in delivering exceptional service to all visitors and staff.
About us
Join 'Team Derbyshire Healthcare' and become part of a talented, compassionate and enthusiastic workforce committed to a vision of 'making a positive difference in people's lives'.
CQC rated us as 'GOOD' overall, commenting on how our colleagues "treated patients with compassion and kindness" and "felt positive and proud about working for the trust."
Job description
Job responsibilities
Please see attached Job Description.
Key result areas (Main duties/responsibilities)
1) To respond to all telephone calls in a prompt, courteous and efficient manner. Ensuring they are put through to the correct destination in a timely manner.
2) To provide a professional reception service for all callers and visitors to the Unit. This includes occasions where there may be barriers to understanding with service users or visitors and an application of highly empathic or re-assurance skills are required when communicating in antagonistic and emotive calls..
Provides general non-clinical advice, information, guidance or ancillary services directly to patients, clients, relatives or carers such as directional advice, switchboard service information,
3) To maintain client confidentiality at all times and only disclose Trust information to authorised persons.
All staff will have knowledge of and adhere to the Data Protection Act and will not disclosure to any person or organisation, any confidential information that comes into their possession in the course of their employment.
4) Listen to and assess complex calls for facts/situations both clinically and non clinically to determine the most suitable route from a range of options such as which bleep holder for in area beds or out of area beds which wards to be directed to/put through, emergency alarms, fire, police etc
5) To respond to emergency, fire and intruder alarm calls alerting key personnel as specified in standard operating procedures. This includes handling blue light calls from the ward and ensuring the Trust 666 emergency procedures are followed. Ensure front door of unit is secured following instructions from Clinical staff
6) To operate internal bleep paging. Also send text out of hours to GPs for sickness cover and follow up with a call to Doctors with guidance from bleep holder if required
7) To issue pagers, and mobile phones and record such as required by Trust procedures.
8) Follow the on-call arrangements for the following services and more, including logging as required:-
- DHCFT Medical on call rotas including Safe guarding childrens emergency consultants
- DHCFT Estates on call rota
- DHCFT 1st and 2nd on call rotas
- DCHS Estates on call rota
- DCHS 1st and 2nd on call rota
9) When an major incident/emergency happens or is reported receptionists/ switchboard must ensure emergency plans are carried out and recorded following standard operating procedures
10) To book on line and query taxis, recording data as requested
11) To maintain an accurate record of incidents that occur.
12) To ensure the safe central storage and issue of keys to authorised personnel following agreed guidelines and deal with temporary swipe card access including swipe card activations
13) To receive mail/parcels and ensure that it is franked or distributed safely
14) Following appropriate authorisation, playback agreed CCTV for clinical staff
15) Use Trust IT. Programs such as System One/Net 2 door access systems and others for appropriate switchboard work.
Job description
Job responsibilities
Please see attached Job Description.
Key result areas (Main duties/responsibilities)
1) To respond to all telephone calls in a prompt, courteous and efficient manner. Ensuring they are put through to the correct destination in a timely manner.
2) To provide a professional reception service for all callers and visitors to the Unit. This includes occasions where there may be barriers to understanding with service users or visitors and an application of highly empathic or re-assurance skills are required when communicating in antagonistic and emotive calls..
Provides general non-clinical advice, information, guidance or ancillary services directly to patients, clients, relatives or carers such as directional advice, switchboard service information,
3) To maintain client confidentiality at all times and only disclose Trust information to authorised persons.
All staff will have knowledge of and adhere to the Data Protection Act and will not disclosure to any person or organisation, any confidential information that comes into their possession in the course of their employment.
4) Listen to and assess complex calls for facts/situations both clinically and non clinically to determine the most suitable route from a range of options such as which bleep holder for in area beds or out of area beds which wards to be directed to/put through, emergency alarms, fire, police etc
5) To respond to emergency, fire and intruder alarm calls alerting key personnel as specified in standard operating procedures. This includes handling blue light calls from the ward and ensuring the Trust 666 emergency procedures are followed. Ensure front door of unit is secured following instructions from Clinical staff
6) To operate internal bleep paging. Also send text out of hours to GPs for sickness cover and follow up with a call to Doctors with guidance from bleep holder if required
7) To issue pagers, and mobile phones and record such as required by Trust procedures.
8) Follow the on-call arrangements for the following services and more, including logging as required:-
- DHCFT Medical on call rotas including Safe guarding childrens emergency consultants
- DHCFT Estates on call rota
- DHCFT 1st and 2nd on call rotas
- DCHS Estates on call rota
- DCHS 1st and 2nd on call rota
9) When an major incident/emergency happens or is reported receptionists/ switchboard must ensure emergency plans are carried out and recorded following standard operating procedures
10) To book on line and query taxis, recording data as requested
11) To maintain an accurate record of incidents that occur.
12) To ensure the safe central storage and issue of keys to authorised personnel following agreed guidelines and deal with temporary swipe card access including swipe card activations
13) To receive mail/parcels and ensure that it is franked or distributed safely
14) Following appropriate authorisation, playback agreed CCTV for clinical staff
15) Use Trust IT. Programs such as System One/Net 2 door access systems and others for appropriate switchboard work.
Person Specification
Experience
Essential
- Previous front of house experience
- Previous Administration experience
- Good understanding of Microsoft packages (word/power point/ excel)
Desirable
- Previous experience working within the NHS
- previous experience working in a busy environment
Skills
Essential
Person Specification
Experience
Essential
- Previous front of house experience
- Previous Administration experience
- Good understanding of Microsoft packages (word/power point/ excel)
Desirable
- Previous experience working within the NHS
- previous experience working in a busy environment
Skills
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.
