Job summary
The post holder will take personal responsibility for providing an excellent service to patients, visitors and staff in the Private Patient Units (PMU, Chelsea Wing, ACU).
As the first contact for the outpatient service or inpatient services, it is an integral part of this role to have excellent customer service and communication skills. He/she will act as a concierge ensuring patients and visitors are taken or directed where to go providing a seamless welcome to the department.
Main duties of the job
- Manning reception desk: Answering telephone calls/emails, meeting and greeting all users of the Kensington wing, Uploading clinics onto cerner and checking patients in/out of clinic, liaising with Consultants, secretaries and midwives, booking elective work onto excel spreadsheets and computer systems.
- You will need to be a confident communicator and have good organisational skills with attention to detail.
- Be friendly and have an approachable manner and can do approach.
- Ability to work as a team and also on your own and able to prioritise your workload.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed."
If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Job description
Job responsibilities
-
- Meet and greet all patients, visitors and staff to the Chelsea or Westminster Wings in a friendly and professional manner.
- Ensure that all visitors are orientated on the unit each time they attend an appointment ie where to locate bathrooms, tea/coffee made for all guests
- Ensure all patients and visitors are logged in and out of the inpatient unit in order to ensure accurate security records in the event of a security breach or fire alarm.
- All patients are kept up to date on what to expect from the visit and informed of delays, or waiting times in a professional manner. This includes informing the consultant that patients have attended.
- Ensure consultant rooms are always fit for use and cleaned.
- Ensure security of the unit is maintained and action maintenance requests (where possible) as well as report any issues or difficulties to the customer service manager for Chelsea and Westminster Wing, and the midwife in charge for Kensington Wing.
- Ensure that all phone calls are answered within 3 rings wherever possible and work with the consultants and their secretaries to ensure requests are met.
- Progress private healthcare referrals by securing the most convenient appointment possible for the patient and ensure patients are contacted and kept up to date on their appointments and treatment plans. Where appropriate refer to patient liaison officer to manage booking
- Undertake filing training, and ensure that filing, retrieval of notes and pathology tests are undertaken in a timely manner.
- Maintain records of notes transferred in and out of the department (case note tracking).
- Retrieve, transfer and re-file medical records as required by the clinical teams
Please see attached job description and person specification to this advert for further details.
Job description
Job responsibilities
-
- Meet and greet all patients, visitors and staff to the Chelsea or Westminster Wings in a friendly and professional manner.
- Ensure that all visitors are orientated on the unit each time they attend an appointment ie where to locate bathrooms, tea/coffee made for all guests
- Ensure all patients and visitors are logged in and out of the inpatient unit in order to ensure accurate security records in the event of a security breach or fire alarm.
- All patients are kept up to date on what to expect from the visit and informed of delays, or waiting times in a professional manner. This includes informing the consultant that patients have attended.
- Ensure consultant rooms are always fit for use and cleaned.
- Ensure security of the unit is maintained and action maintenance requests (where possible) as well as report any issues or difficulties to the customer service manager for Chelsea and Westminster Wing, and the midwife in charge for Kensington Wing.
- Ensure that all phone calls are answered within 3 rings wherever possible and work with the consultants and their secretaries to ensure requests are met.
- Progress private healthcare referrals by securing the most convenient appointment possible for the patient and ensure patients are contacted and kept up to date on their appointments and treatment plans. Where appropriate refer to patient liaison officer to manage booking
- Undertake filing training, and ensure that filing, retrieval of notes and pathology tests are undertaken in a timely manner.
- Maintain records of notes transferred in and out of the department (case note tracking).
- Retrieve, transfer and re-file medical records as required by the clinical teams
Please see attached job description and person specification to this advert for further details.
Person Specification
Essential
Essential
- Experience of working within a busy office environment
Desirable
- Experience of Working in a Private/NHS healthcare setting
Person Specification
Essential
Essential
- Experience of working within a busy office environment
Desirable
- Experience of Working in a Private/NHS healthcare setting
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.