Job summary
An exciting opportunity has arisen for an enthusiastic Receptionist to join the Travel Reimbursement team at Great Ormond Street Hospital for Children NHS Trust.
The successful candidate will be based in Travel Reimbursement but may be asked to cover in other areas such as Outpatients and Main Reception providing excellent patient experience in all areas.
The role is busy and the variety of tasks makes it incredibly interesting - no two days are the same!
You will work closely with multi-disciplinary teams (Nurses, Consultants, Play Specialists, Health Care Assistants) and be a valued member of the wider team. Previous customer service experience is essential.
The successful candidate must demonstrate good computer literacy skills and be confident and competent in sending emails, using patient/customer information databases, Excel and Access.
Previous experience in till management and cashing up is desirable.
This position will work a 37.5 hour week over a five day period.
Main duties of the job
- The post involves working on a shift pattern Mondays to Fridays 09:30 - 17:30.
- To deal with first line enquiries from patients, parents/relatives/carers and staff.
- To provide a responsive reception service for patients, parents/relatives/carers, visitors and staff promoting a welcoming atmosphere.
- To support with reimbursing families travel costs, confirming eligibility and ensuring paperwork is complete for auditing purposes.
- To be responsible for the effective, accurate and timely management of the electronic patient record system (Epic), specifically patient information, documenting a claim against the hospital appointment.
- To exercise judgement and problem-solving skills to improve patient, parents/relatives/carers and staff experience.
- To provide clear information on eligibility criteria to families relating to travel reimbursement.
About us
GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.
We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.
We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.
We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.
We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s below.
Person Specification
GOSH Culture and Values
Essential
- Our Always values | Always welcoming | Always helpful | Always expert | Always one team
- Experience of working as part of a diverse team.
- Experience of contributing to an inclusive workplace culture.
Academic/Professional qualification/Training
Essential
- GCSE or equivalent in Maths and English
Desirable
Experience/Knowledge
Essential
- Experience in an administration, customer or patient focused role
Desirable
- Prior NHS experience
- Knowledge of Managing Electronic Patient Records (EPIC)
- To have read and understood key principles of NHS 18 week Referral To Treatment Pathway: https://www.england.nhs.uk/rtt/
- To have read and understood basics of Caldicott principles: https://www.igt.hscic.gov.uk/Caldicott2Principles.aspx and GDPR: https://www.nhsemployers.org/-/media/Employers/Publications/Changes-to-data-regulation-under-GDPR.pdf
Skills/Abilities
Essential
- Excellent written and verbal communication skills
- Good literacy and numerical skills
- Excellent ICT skills including Microsoft Outlook, Word, Excel
- Polite and informative telephone etiquette
- Able to provide excellent customer service; welcoming and helpful in person when dealing with colleagues across the organisation and /or patients and families
- Uses of empathy and emotional intelligence when dealing with difficult situations
- Exercises judgement and problem-solving skills
- Ability to multi-task, plan and organise straightforward activities
- Able to demonstrate own activities to new or less experienced employees / support day to day coordination of staff.
- Able to use databases, input and interpret complex information and data.
- Understands the importance of confidentiality and takes responsibility for protecting confidential information.
- Able to follow routine and non-routine written procedures, processes and verbal instructions accurately with attention to detail
- Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
- Ability to accurately check correspondence, scanned docs
- Demonstrate evidence of commitment to professional development
Person Specification
GOSH Culture and Values
Essential
- Our Always values | Always welcoming | Always helpful | Always expert | Always one team
- Experience of working as part of a diverse team.
- Experience of contributing to an inclusive workplace culture.
Academic/Professional qualification/Training
Essential
- GCSE or equivalent in Maths and English
Desirable
Experience/Knowledge
Essential
- Experience in an administration, customer or patient focused role
Desirable
- Prior NHS experience
- Knowledge of Managing Electronic Patient Records (EPIC)
- To have read and understood key principles of NHS 18 week Referral To Treatment Pathway: https://www.england.nhs.uk/rtt/
- To have read and understood basics of Caldicott principles: https://www.igt.hscic.gov.uk/Caldicott2Principles.aspx and GDPR: https://www.nhsemployers.org/-/media/Employers/Publications/Changes-to-data-regulation-under-GDPR.pdf
Skills/Abilities
Essential
- Excellent written and verbal communication skills
- Good literacy and numerical skills
- Excellent ICT skills including Microsoft Outlook, Word, Excel
- Polite and informative telephone etiquette
- Able to provide excellent customer service; welcoming and helpful in person when dealing with colleagues across the organisation and /or patients and families
- Uses of empathy and emotional intelligence when dealing with difficult situations
- Exercises judgement and problem-solving skills
- Ability to multi-task, plan and organise straightforward activities
- Able to demonstrate own activities to new or less experienced employees / support day to day coordination of staff.
- Able to use databases, input and interpret complex information and data.
- Understands the importance of confidentiality and takes responsibility for protecting confidential information.
- Able to follow routine and non-routine written procedures, processes and verbal instructions accurately with attention to detail
- Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
- Ability to accurately check correspondence, scanned docs
- Demonstrate evidence of commitment to professional development
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).
