Administration/ Reception Assistant

Job summary

The post holder will work within a centralised community administration department within the Integrated Children's Specialist Community Service (the Service) providing a comprehensive administration service that will support clinical services and functions within Trust localities.

The Service will ensure the timely and accurate recording of all activity across services using Trust and partnership information systems.

The centralised service will require a team approach to ensure cover for absence across all services/locations and the post-holder will be required, on occasion, to relate to provide this cover.

Post holders, as appropriate, will be required to provide secretarial duties on behalf of the Service. Post holders will also act as telephone agents and will ensure that the Trust's commitments to customer service and immediate access is a priority.

Main duties of the job

You will be required to handle incoming and outgoing telephone calls to consultants, doctors and clinical staffs in a polite and efficient manner. Receive and deal with telephone enquiries, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers. Maintain strict confidentiality at all times.

Record accurate messages and follow them up appropriately in accordance to department guidelines.

To deal face-to-face with clients seeking further help/information and to be aware of the needs of the patients/clients and to deal in an appropriate manner with people who can be hostile, abusive or aggressive.

To exchange confidential, sensitive information with staff, patients/clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times.

Deal with queries raised by patients, relatives, GP's or other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.

About us

EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;

• Season Ticket Loans
• NHS discounts for staff
• Excellent Training facilities and opportunities
• Buying and Selling annual leave scheme
• The opportunity to work bank shifts and expand knowledge and experience in other areas
• Salary Sacrifice schemes including lease cars and Cycle to Work
• Day One Flexible Employer

The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment

Join our Staff bank

What is Staff Bank?

Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.

All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.

If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.