Job summary
To act as the frontline member for the ward by providing an effective reception service to visitors and staff, promoting a professional image at all times. To maintain a high level of patient care / customer service on the ward. To provide administrative support to the nursing staff, members of the multi-disciplinary team and the acute intervention and clinical site team.
The post holder will work 11.5 hours per week flexibly Monday to Friday according to the needs of the unit, possibly over 2 days in a week.
Main duties of the job
The main duties are:
Greeting relatives and patients
Answering telephone enquiries
Making sure that blood results are printed on time
Administrative tasks as required
Audits
Inputting data for the team and other areas within the division
Producing reports from data bases
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description
Job responsibilities
Main Duties and Responsibilities1. Assist in promoting an open and friendly working environment within the ward/unit.2. Maintain confidentiality at all times.3. To provide excellence in customer service and sensitivity to patients needs.4. To help maintain a high standard of patient relations, dealing with any issues promptly and in a sensitive manner.5. To maintain a tidy, welcoming dayroom area updating leaflet displays / notice boards etc.6. To promptly report faults / safety issues on the ward to the estates department via email or in an emergency by telephone.7. To effectively organise your workload under your own initiative, without the need of supervision.8. To organise and help maintain an efficient reception area / nurses station.9. To lead on initiatives for improving administration functions on the ward.10. To provide clerical support to the ward / unit, to the nursing staff, senior sister, the multi-disciplinary team the acute intervention and clinical site team and any other teams within the division as required.11. To act as a receptionist / first point of contact for all visitors to the ward creating a welcoming, professional image at all times.12. Take part in audit when required.13. Answer the telephone for the department and deal with any queries either by providing the correct information or by referring the call on to the appropriate member of staff. Take accurate messages when necessary.14. Ensure patients records are filed and stored securely within the ward / unit.15. Ensure individual medical records are tidy and results and relevant documentation are filed appropriately.16. Keep patient records on hospital information systems (PAS) up to date.17. To contact support services as requested by nursing staff.18. To book ward discharge follow up appointments using the ICS system as requested by the nursing staff, being responsible for overbooking the appointment slots if necessary. To create and add a referral for patients new to clinic as appropriate. To cover other wards when necessary.19. To book transport for patients for discharge through electronic system.20. Photocopy patient information and other documents as requested.21. Report any potential complaints or untoward incidents to the senior sister or nominated deputy and participate in the process as appropriate.22. To be responsible for the ordering and organised storage of stationery / office supplies, liaising with the senior sister to maintain the budget. To assist in the maintenance of office equipment.23. Work with nurse in charge to capture changes to patients pathway daily to expedite discharge and communicate this to staff via the live system.24. Ensure case notes are tracked and processed appropriately.25. Attend all mandatory training.26. To be aware of and adhere to relevant RNOH hospital policies.27. Participate in an agreed Personal Development Plan by ensuring annual appraisal is undertaken with manager.28. Input data relating to clinical quality issues for external / internal reporting, ie VTE; Dementia29. To participate in the capture of the Friends & Family Questionnaire on discharge
Job description
Job responsibilities
Main Duties and Responsibilities1. Assist in promoting an open and friendly working environment within the ward/unit.2. Maintain confidentiality at all times.3. To provide excellence in customer service and sensitivity to patients needs.4. To help maintain a high standard of patient relations, dealing with any issues promptly and in a sensitive manner.5. To maintain a tidy, welcoming dayroom area updating leaflet displays / notice boards etc.6. To promptly report faults / safety issues on the ward to the estates department via email or in an emergency by telephone.7. To effectively organise your workload under your own initiative, without the need of supervision.8. To organise and help maintain an efficient reception area / nurses station.9. To lead on initiatives for improving administration functions on the ward.10. To provide clerical support to the ward / unit, to the nursing staff, senior sister, the multi-disciplinary team the acute intervention and clinical site team and any other teams within the division as required.11. To act as a receptionist / first point of contact for all visitors to the ward creating a welcoming, professional image at all times.12. Take part in audit when required.13. Answer the telephone for the department and deal with any queries either by providing the correct information or by referring the call on to the appropriate member of staff. Take accurate messages when necessary.14. Ensure patients records are filed and stored securely within the ward / unit.15. Ensure individual medical records are tidy and results and relevant documentation are filed appropriately.16. Keep patient records on hospital information systems (PAS) up to date.17. To contact support services as requested by nursing staff.18. To book ward discharge follow up appointments using the ICS system as requested by the nursing staff, being responsible for overbooking the appointment slots if necessary. To create and add a referral for patients new to clinic as appropriate. To cover other wards when necessary.19. To book transport for patients for discharge through electronic system.20. Photocopy patient information and other documents as requested.21. Report any potential complaints or untoward incidents to the senior sister or nominated deputy and participate in the process as appropriate.22. To be responsible for the ordering and organised storage of stationery / office supplies, liaising with the senior sister to maintain the budget. To assist in the maintenance of office equipment.23. Work with nurse in charge to capture changes to patients pathway daily to expedite discharge and communicate this to staff via the live system.24. Ensure case notes are tracked and processed appropriately.25. Attend all mandatory training.26. To be aware of and adhere to relevant RNOH hospital policies.27. Participate in an agreed Personal Development Plan by ensuring annual appraisal is undertaken with manager.28. Input data relating to clinical quality issues for external / internal reporting, ie VTE; Dementia29. To participate in the capture of the Friends & Family Questionnaire on discharge
Person Specification
Qualifications
Essential
- Formal education qualifications, GCSE's or NVQ 3 or equivalent experience
- Good general education
Experience
Essential
- At least one year working in an office environment which has included dealing with the public
- A level of conceptual understanding in relation to patient flows & MDT information
- Ability to work on own initiative
- Team player
Desirable
- Previous experience in a health care setting
Skills
Essential
- Proficiency with Word for Windows and other database applications
- Sensitivity to the needs of patients, relatives and other staff members
- A level of conceptual understanding in relation to patient flows & MDT information
Person Specification
Qualifications
Essential
- Formal education qualifications, GCSE's or NVQ 3 or equivalent experience
- Good general education
Experience
Essential
- At least one year working in an office environment which has included dealing with the public
- A level of conceptual understanding in relation to patient flows & MDT information
- Ability to work on own initiative
- Team player
Desirable
- Previous experience in a health care setting
Skills
Essential
- Proficiency with Word for Windows and other database applications
- Sensitivity to the needs of patients, relatives and other staff members
- A level of conceptual understanding in relation to patient flows & MDT 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).
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).
