Job summary
A fantastic opportunity
has arisen to join our Urgent Treatment Centre Reception Team based at Frimley
Park Hospital. We are looking to recruit highly motivated and enthusiastic
individuals to join our small reception team for contracted hours at the weekends.
Extra hours can be worked on an ad-hoc basis aside of these core hours, across
a 7-day week.
Available shifts times are 09:45 - 14:00, 14:00 - 18:00 or 18:00 - 22:15 on both Saturdays & Sundays. Please note, we do not expect all shifts to be contracted to one person, we will consider individual preferences.
If you are a friendly,
positive, and well organised person that is interested in developing their
admin, reception and interpersonal skills whilst working in a fast-paced
environment, and you are interested in an exciting challenge then this
opportunity could be for you!
This role is varied and
provides crucial support for the smooth running of the UTC. The post holder
will display a flexible manner with a professional and courteous approach with
a can-do attitude. They will need to be an effective communicator when dealing
with service users and health care professionals, demonstrating the ability to
deal sensitively with distressed people.
This is initially a fixed term position until the 27th November 2025.
Interviews will be held on the 8th May 2025 at our Head Office location in Farnborough.
We may close this vacancy early should we receive a high number of applicants.
Main duties of the job
To greet patients at the UTC in a
professional and courteous manner, maintaining excellent customer care
skills.
The
post holder will also be responsible for making sure that the appointment book
on both EPIC and Adastra accurately reflects the waiting times and volumes
within the department.
Adhere
to procedures for opening up and closing down the UTC. To ensure Frimley UTC
rooms are accessible and resourced appropriately every morning, e.g. ensuring
FP10s are stocked within printers, rooms are unlocked and appropriate for
consultations to start every morning.
Replenish
supplies of any items as necessary and ensure that all property belonging to
NHUC is looked after safely and securely.
To
wear uniform clothing provided, which should be kept clean and tidy.
The
post holder will work as part of a multidisciplinary team (MDT), supporting
clinical and operational staff with various administrative tasks.
This
role will involve direct communication with GPs and clinicians, as well as
collaboration with the A&E team to perform daily duties and ensure a
seamless patient journey. Specifically, the receptionist is essential for
overseeing both 111 patients and walk-in patients in the UTC.
To
inform clinicians of any deteriorating patients in the waiting room.
Please see the Job Description for the full list of duties and responsibilities.
About us
NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus.
SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham (NEHF) and Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Frimley ICB respectively. We also provide Urgent Treatment Centres at the front doors of both Basingstoke and Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home.
TalkPlus provide NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals.
NHUC is a Disability Confident registered organisation and are proud to support the Armed Forces community as a signatory to the Armed Forces Covenant.
Job description
Job responsibilities
Job Title: Urgent Treatment Centre (UTC)
Receptionist
Responsible
to: Head of Service
Accountable
to: Head of Service, Clinical Lead, Same Day
Care Operations Managers
Role Summary
The
post-holder will provide an efficient reception and administrative service.
The
post-holder is expected to work independently using their own initiative and
seeking advice when appropriate.
This
role is an integral part of the multi-disciplinary team.
Main duties and responsibilities
To greet patients at the UTC in a
professional and courteous manner, maintaining excellent customer care
skills.
The
post holder will also be responsible for making sure that the appointment book
on both EPIC and Adastra accurately reflects the waiting times and volumes
within the department.
Adhere
to procedures for opening up and closing down the UTC. To ensure Frimley UTC
rooms are accessible and resourced appropriately every morning, e.g. ensuring
FP10s are stocked within printers, rooms are unlocked and appropriate for
consultations to start every morning.
Replenish
supplies of any items as necessary and ensure that all property belonging to
NHUC is looked after safely and securely.
To
wear uniform clothing provided, which should be kept clean and tidy.
The
post holder will work as part of a multidisciplinary team (MDT), supporting
clinical and operational staff with various administrative tasks.
This
role will involve direct communication with GPs and clinicians, as well as
collaboration with the A&E team to perform daily duties and ensure a
seamless patient journey. Specifically, the receptionist is essential for
overseeing both 111 patients and walk-in patients in the UTC.
To
inform clinicians of any deteriorating patients in the waiting room.
Communication
To
demonstrate politeness, courtesy, respect and sensitivity in dealing with
patients, visitors/relatives and colleagues.
To
adapt communication skills to meet the needs of patients who may have barriers
to understanding, e.g. language
To
work cohesively with all team members to ensure that the very best services to
patients are provided at all times.
Ensure
the patients in the waiting room are kept informed of wait times, of any
potential delays and that the waiting room is kept tidy.
Deal
with general enquiries both by telephone and in person, from other medical
professionals and patients.
General
NHUC
believes that everyone plays a role in enhancing the quality of care provided
to our patients. As an employee, you are expected to actively support the
clinical governance agenda by participating in activities that improve quality,
such as managing risks through reporting incidents and near misses.
Adhere
to NHUC policies, guidelines, and procedures. Maintaining your continued
professional development Education and Training/Self-Development.
To
identify own training and development needs and undertake appropriate training/
education as required
To
be flexible in roles undertaken according to the business needs
To
attend all statutory and mandatory training as and when required.
Assisting
the management team in relation in training new starters.
Ensuring
the UTC meet the standards as laid out in our infection control policy.
To
attend various meetings in relation to the role.
Any
other reasonable duties as required
NHUC believe in developing the skills of our workforce in
order to meet future aspiration this includes providing funding for internal
and external training courses where appropriate.
Job description
Job responsibilities
Job Title: Urgent Treatment Centre (UTC)
Receptionist
Responsible
to: Head of Service
Accountable
to: Head of Service, Clinical Lead, Same Day
Care Operations Managers
Role Summary
The
post-holder will provide an efficient reception and administrative service.
The
post-holder is expected to work independently using their own initiative and
seeking advice when appropriate.
This
role is an integral part of the multi-disciplinary team.
Main duties and responsibilities
To greet patients at the UTC in a
professional and courteous manner, maintaining excellent customer care
skills.
The
post holder will also be responsible for making sure that the appointment book
on both EPIC and Adastra accurately reflects the waiting times and volumes
within the department.
Adhere
to procedures for opening up and closing down the UTC. To ensure Frimley UTC
rooms are accessible and resourced appropriately every morning, e.g. ensuring
FP10s are stocked within printers, rooms are unlocked and appropriate for
consultations to start every morning.
Replenish
supplies of any items as necessary and ensure that all property belonging to
NHUC is looked after safely and securely.
To
wear uniform clothing provided, which should be kept clean and tidy.
The
post holder will work as part of a multidisciplinary team (MDT), supporting
clinical and operational staff with various administrative tasks.
This
role will involve direct communication with GPs and clinicians, as well as
collaboration with the A&E team to perform daily duties and ensure a
seamless patient journey. Specifically, the receptionist is essential for
overseeing both 111 patients and walk-in patients in the UTC.
To
inform clinicians of any deteriorating patients in the waiting room.
Communication
To
demonstrate politeness, courtesy, respect and sensitivity in dealing with
patients, visitors/relatives and colleagues.
To
adapt communication skills to meet the needs of patients who may have barriers
to understanding, e.g. language
To
work cohesively with all team members to ensure that the very best services to
patients are provided at all times.
Ensure
the patients in the waiting room are kept informed of wait times, of any
potential delays and that the waiting room is kept tidy.
Deal
with general enquiries both by telephone and in person, from other medical
professionals and patients.
General
NHUC
believes that everyone plays a role in enhancing the quality of care provided
to our patients. As an employee, you are expected to actively support the
clinical governance agenda by participating in activities that improve quality,
such as managing risks through reporting incidents and near misses.
Adhere
to NHUC policies, guidelines, and procedures. Maintaining your continued
professional development Education and Training/Self-Development.
To
identify own training and development needs and undertake appropriate training/
education as required
To
be flexible in roles undertaken according to the business needs
To
attend all statutory and mandatory training as and when required.
Assisting
the management team in relation in training new starters.
Ensuring
the UTC meet the standards as laid out in our infection control policy.
To
attend various meetings in relation to the role.
Any
other reasonable duties as required
NHUC believe in developing the skills of our workforce in
order to meet future aspiration this includes providing funding for internal
and external training courses where appropriate.
Person Specification
Qualifications
Essential
- Good standard of education
- (Minimum 5 GCSEs including at Grade 4 or above) or significant equivalent previous proven experience
Experience
Essential
- Ability to use initiative and know when it is appropriate to seek advice
- Administration / clerical experience
- Exceptional organisational skills
Desirable
- Previous experience working in the NHS
- Experience of working in a reception area / dealing with the public in a similar role
Skills
Essential
- Clear communicator with excellent oral and writing skills
- Good attention to detail to ensure accuracy
- Excellent time-keeping and reliability
- Tactful and diplomatic with an ability to maintain confidentiality and trust
- Ability to prioritise workload and remain calm under pressure
- Conscientious and hard working
- Willing and able to take personal responsibility
- Good IT skills, proficient in the use of Office software
- Maintain a professional appearance
- Flexible in approach to the needs of the service and responsive to change.
- Team Player
Equality and Diversity
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
- Supports and promotes equality and diversity
Autonomy
Essential
- Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines
Person Specification
Qualifications
Essential
- Good standard of education
- (Minimum 5 GCSEs including at Grade 4 or above) or significant equivalent previous proven experience
Experience
Essential
- Ability to use initiative and know when it is appropriate to seek advice
- Administration / clerical experience
- Exceptional organisational skills
Desirable
- Previous experience working in the NHS
- Experience of working in a reception area / dealing with the public in a similar role
Skills
Essential
- Clear communicator with excellent oral and writing skills
- Good attention to detail to ensure accuracy
- Excellent time-keeping and reliability
- Tactful and diplomatic with an ability to maintain confidentiality and trust
- Ability to prioritise workload and remain calm under pressure
- Conscientious and hard working
- Willing and able to take personal responsibility
- Good IT skills, proficient in the use of Office software
- Maintain a professional appearance
- Flexible in approach to the needs of the service and responsive to change.
- Team Player
Equality and Diversity
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
- Supports and promotes equality and diversity
Autonomy
Essential
- Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines
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.
