Receptionist
Job Description
Job title: Receptionist
Company: NHS
Job description: The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust.The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.Main duties of the jobCommunication/Patient Experience:Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.Working in a person-centred way with all members of the healthcare team.Planning & Organisation:Preparing clinical records for clinics.Liaising with Transport Services for patients as and when required.Updating PAS system for the purpose of recording all patient activity and patient personal data.Assisting with enquiries from clinical teams.To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery.About usWe are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is ‘great healthcare from great people’. Everything we do is guided by our values: ‘People feel cared for, safe, respected and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called ‘We care’. It’s about empowering frontline staff to lead improvements day-to-day. We’re looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.Date posted25 October 2024Pay schemeAgenda for changeBandBand 2Salary£23,615 a year per annumContractPermanentWorking patternFull-time, Flexible workingReference number344-2773DCBJob locationsKent and Canterbury HospitalEthelbert RoadCanterburyCT1 3NGJob descriptionJob responsibilitiesCommunication/Patient Experience:Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.Working in a person-centred way with all members of the healthcare team.Planning & Organisation:Preparing clinical records for clinics.Liaising with Transport Services for patients as and when required.Updating PAS system for the purpose of recording all patient activity and patient personal data.Assisting with enquiries from clinical teams.To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery. Job descriptionJob responsibilitiesCommunication/Patient Experience:Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.Working in a person-centred way with all members of the healthcare team.Planning & Organisation:Preparing clinical records for clinics.Liaising with Transport Services for patients as and when required.Updating PAS system for the purpose of recording all patient activity and patient personal data.Assisting with enquiries from clinical teams.To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery.Person SpecificationExperienceEssential
- Experience in a customer focused role dealing with the public both on the telephone and in person
- Clerical/Administrative experience
Desirable
- Previous NHS experience
- Experience of using a Patient Administration System (PAS)
- Previous Reception experience
SkillsEssential
- Ability to effectively communicate with patients, colleagues and all service users, both written and verbally
- Ability to work under pressure and meet deadlines whilst maintaining a high standard of accuracy and attention to detail
- Confidence to handle difficult conversations with patients, staff, relatives and carers whilst maintaining a high level of customer service
- Good keyboard skills
- Ability to work effectively in a busy team, adjust to change and motivate others
- Ability to prioritise and organise own workload
Desirable
- Working knowledge of Outpatient booking procedures and NHS standards
- Desire to learn new skills
KnowledgeEssential
- Knowledge of IT software packages
Desirable
- Knowledge of NHS systems
- Office experience
QualificationsEssential
- Good level of education including Maths and English qualifications GCSE grade C / 4 or above
Desirable
- Willing to learn and work towards further qualifications
Other RequirementsEssential
- To be aware of and adhere to the Trust We Care Values
- Respecting each other working as part of a team
- Flexibility
Person SpecificationExperienceEssential
- Experience in a customer focused role dealing with the public both on the telephone and in person
- Clerical/Administrative experience
Desirable
- Previous NHS experience
- Experience of using a Patient Administration System (PAS)
- Previous Reception experience
SkillsEssential
- Ability to effectively communicate with patients, colleagues and all service users, both written and verbally
- Ability to work under pressure and meet deadlines whilst maintaining a high standard of accuracy and attention to detail
- Confidence to handle difficult conversations with patients, staff, relatives and carers whilst maintaining a high level of customer service
- Good keyboard skills
- Ability to work effectively in a busy team, adjust to change and motivate others
- Ability to prioritise and organise own workload
Desirable
- Working knowledge of Outpatient booking procedures and NHS standards
- Desire to learn new skills
KnowledgeEssential
- Knowledge of IT software packages
Desirable
- Knowledge of NHS systems
- Office experience
QualificationsEssential
- Good level of education including Maths and English qualifications GCSE grade C / 4 or above
Desirable
- Willing to learn and work towards further qualifications
Other RequirementsEssential
- To be aware of and adhere to the Trust We Care Values
- Respecting each other working as part of a team
- Flexibility
