Job summary
We have an exciting
new opportunity to work in the main hospital reception and Diagnostic Centre in
Woking.
Are you
friendly, hard-working and self motivated
If the
answer is yes then this role could be for you.
As we open
the new Diagnostic Centre at Woking Community Hospital, we are looking for
someone to join our friendly front line reception team
You will be
the first person visitors and patients see when they arrive, and you need
to show care and compassion at all times.
Duties including answering all phone calls and queries in a polite and
friendly manner, signposting visitors and patients alongside booking in patients for MRI, CT, Ultrasound,
Cardiology, Respiratory etc. You will be
working as a part of multi-disciplinary team including radiographers and nurses
See job
description for full details of the role
The hours
currently available are 9am 5pm Monday, Tuesday, Thursday and Friday with the
option to pick up additional shifts as available
Main duties of the job
Provide a switchboard/reception service and be
a focal point for all sources of information appertaining to the hospital and
organisational services. Staying up to
date with all issues relating to the hospital
Using the
Trusts Database and electronic record system: where necessary update the
patients details on each visit.
Using the
Trusts Database to register patients attendance in Out-patients using the
booking system. To follow necessary procedures to ensure clinical / nursing
staff are aware of the patients arrival. Patients will be directed to the
correct waiting area by reception staff.
To deal
appropriately, calmly and courteously with telephone enquiries regarding
appointments. Providing advice and guidance to
patients, patients relatives, staff and other healthcare colleagues on
appointments and other Trust Services.
About us
CSH Surrey are part of the NHS and are Surreys largest and longest
established NHS community services provider, so our 1500+ employees get
NHS pay and pensions, and also receive the Fringe High-Cost Allowance of
5%.
Our staff enjoy excellent training and development opportunities, including the
care certificate, apprenticeships, numeracy and literacy courses, access to
the Nursing Associate programme, and a wide variety of management and
leadership courses and programmes.
We CARE about our staff though through our values of Compassion,
Accountability, Respect and Excellence. Our active employee council called
The Voice, elect employee representatives to ensure colleagues' voices are
heard at Board level.
CSH is a diverse organisation, if you are a passionate, person-focused
individual then apply to join CSH Surrey today!
We welcome candidates from
all backgrounds who meet the essential criteria of the job you are applying for
and if you require any reasonable adjustments, please contact the named
individual for this advert, or our recruitment team.
Job description
Job responsibilities
Provide a switchboard/reception service and be
a focal point for all sources of information appertaining to the hospital and
organisational services. Staying up to
date with all issues relating to the hospital
Using the
Trusts Database and electronic record system: where necessary update the
patients details on each visit.
Using the
Trusts Database to register patients attendance in Out-patients using the
booking system. To follow necessary procedures to ensure clinical and nursing
staff are aware of the patients arrival. Patients will be directed to the
correct waiting area by reception staff.
Ensure all
appointments are in the correct episodes and make corrections if necessary.
To deal
appropriately, calmly and courteously with telephone enquiries regarding
appointments and make necessary amendments. Providing advice and guidance to
patients, patients relatives, staff and other healthcare colleagues on
appointments and other Trust Services.
Information
and Reporting
Use the
Trusts Datix reporting process regarding the reporting of incidents with
staff, patients and incidents within the Trust.
Technology
or System Support
Using the
Trusts IT service to record problems with IT systems
Where
necessary, complete Mandatory Training within the Trust
Complete
Systems training when they are being introduced by the IT Department.
General
responsibilities
To support the department
and organisation by carrying out any other duties that reasonably fit within
the broad scope of a job of this grade and type of work.
Deal tactfully with patients
who arrive for appointments cancelled on the day, either by telephone or
face-to face.
Liaise with patient
transport and ensure transport staff know where to take or collect the patient.
Ensure patients waiting for
transport are kept comfortable with drinks and food.
Exercises judgment while dealing with day to
day queries
Liaise with
senior management and Porters on issues regarding security.
Assist with
resolving communication issues as the last line of contact on the telephone
system.
Report
alarm/switchboard faults to management and CSH Digital Services.
Frank all
outgoing mail and ensure that the correct/cheapest method of postage is used at
all times.
Be aware of
the procedures to be followed in the event of an emergency and take
responsibility for informing other agencies in the event of an emergency.
Manage
delivery of parcels to the back door and ensure appropriate delivery via the
Porters.
Help the
processing, sorting and pigeonholing of incoming Mail.
Supply
replacement hearing aid batteries and provide information for repair services
available.
Keep locked
away a small float for the Porters to access when they collect the ward papers
and bring back the receipt, ensuring all documentation is completed accordingly
Ensure that reception areas
are clean, tidy and well maintained.
Comply with requirements of the Data Protection
Act, Freedom of Information Act and legislation issued in relation to
confidential data
Any other duties relevant to
the post, position and appropriate to the grade as specified by departmental
management
This
job description is not exhaustive and the post holder may be required to
undertake such other duties from time to time as are consistent with the
responsibility of the grade.
This job description
is subject to review and development from time to time in liaison with the post
holder. As an employee of Central Surrey Health Ltd you will be required to
adhere to all the organisations policies and procedures
Job description
Job responsibilities
Provide a switchboard/reception service and be
a focal point for all sources of information appertaining to the hospital and
organisational services. Staying up to
date with all issues relating to the hospital
Using the
Trusts Database and electronic record system: where necessary update the
patients details on each visit.
Using the
Trusts Database to register patients attendance in Out-patients using the
booking system. To follow necessary procedures to ensure clinical and nursing
staff are aware of the patients arrival. Patients will be directed to the
correct waiting area by reception staff.
Ensure all
appointments are in the correct episodes and make corrections if necessary.
To deal
appropriately, calmly and courteously with telephone enquiries regarding
appointments and make necessary amendments. Providing advice and guidance to
patients, patients relatives, staff and other healthcare colleagues on
appointments and other Trust Services.
Information
and Reporting
Use the
Trusts Datix reporting process regarding the reporting of incidents with
staff, patients and incidents within the Trust.
Technology
or System Support
Using the
Trusts IT service to record problems with IT systems
Where
necessary, complete Mandatory Training within the Trust
Complete
Systems training when they are being introduced by the IT Department.
General
responsibilities
To support the department
and organisation by carrying out any other duties that reasonably fit within
the broad scope of a job of this grade and type of work.
Deal tactfully with patients
who arrive for appointments cancelled on the day, either by telephone or
face-to face.
Liaise with patient
transport and ensure transport staff know where to take or collect the patient.
Ensure patients waiting for
transport are kept comfortable with drinks and food.
Exercises judgment while dealing with day to
day queries
Liaise with
senior management and Porters on issues regarding security.
Assist with
resolving communication issues as the last line of contact on the telephone
system.
Report
alarm/switchboard faults to management and CSH Digital Services.
Frank all
outgoing mail and ensure that the correct/cheapest method of postage is used at
all times.
Be aware of
the procedures to be followed in the event of an emergency and take
responsibility for informing other agencies in the event of an emergency.
Manage
delivery of parcels to the back door and ensure appropriate delivery via the
Porters.
Help the
processing, sorting and pigeonholing of incoming Mail.
Supply
replacement hearing aid batteries and provide information for repair services
available.
Keep locked
away a small float for the Porters to access when they collect the ward papers
and bring back the receipt, ensuring all documentation is completed accordingly
Ensure that reception areas
are clean, tidy and well maintained.
Comply with requirements of the Data Protection
Act, Freedom of Information Act and legislation issued in relation to
confidential data
Any other duties relevant to
the post, position and appropriate to the grade as specified by departmental
management
This
job description is not exhaustive and the post holder may be required to
undertake such other duties from time to time as are consistent with the
responsibility of the grade.
This job description
is subject to review and development from time to time in liaison with the post
holder. As an employee of Central Surrey Health Ltd you will be required to
adhere to all the organisations policies and procedures
Person Specification
Qualifications
Essential
- Essential
- Educated to a standard that would allow an individual to understand (read and write) simple communication instructions. Excellent communication over the phone
- Willing to undertake statutory in-house training and to update skills
Desirable
- Desirable
- Customer care qualification
Skills / other
Essential
- Experience of using communication equipment
- You have knowledge & awareness of diversity and human rights as appropriate to your role.
- You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role.
- Fast accurate data capture.
- Excellent keyboard skills.
- Ability to empathise and reassure patients.
- Effective Team work
- Excellent communication skills, both written and verbal.
- Problem solving and initiative.
- Dealing with difficult or aggressive patients.
- Ability to prioritising own workload and without supervision.
- Calm, confident and able to work well under pressure.
- Able to provide a customer focussed service
- Flexible approach to work
- Able to demonstrate that you are honest, reliable and trustworthy
- Treat patients, visitors, colleagues with respect
- Ability to travel between Trust sites
- Ability to be flexible to meet the needs of the team, the service and the Trust
- Able to work with multidisciplinary team
- Good time management
Desirable
- Previous NHS experience
- Flexibility to provide cover for alternative shifts as required
Experience
Essential
- Have the ability to work unsupervised and use initiative.
- Clear speech
- Confidentiality
Desirable
Person Specification
Qualifications
Essential
- Essential
- Educated to a standard that would allow an individual to understand (read and write) simple communication instructions. Excellent communication over the phone
- Willing to undertake statutory in-house training and to update skills
Desirable
- Desirable
- Customer care qualification
Skills / other
Essential
- Experience of using communication equipment
- You have knowledge & awareness of diversity and human rights as appropriate to your role.
- You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role.
- Fast accurate data capture.
- Excellent keyboard skills.
- Ability to empathise and reassure patients.
- Effective Team work
- Excellent communication skills, both written and verbal.
- Problem solving and initiative.
- Dealing with difficult or aggressive patients.
- Ability to prioritising own workload and without supervision.
- Calm, confident and able to work well under pressure.
- Able to provide a customer focussed service
- Flexible approach to work
- Able to demonstrate that you are honest, reliable and trustworthy
- Treat patients, visitors, colleagues with respect
- Ability to travel between Trust sites
- Ability to be flexible to meet the needs of the team, the service and the Trust
- Able to work with multidisciplinary team
- Good time management
Desirable
- Previous NHS experience
- Flexibility to provide cover for alternative shifts as required
Experience
Essential
- Have the ability to work unsupervised and use initiative.
- Clear speech
- Confidentiality
Desirable
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.
