Job summary
- Are you someone looking to start a career in one of the UKs most respected mental health trusts?
- Would you like to be part of a dedicated team committed to those with mental health problems enjoy a better future?
- Would you like to do a job that makes a difference every day?
We are looking for an enthusiastic individual to join us working as a Receptionist to cover 30 hours per week. Times/days to be discussed.
The aim of the role is to provide a smooth running, efficient, welcoming and professional reception, welcoming people who use our service and healthcare professionals to the Clinic. Accurate data entry on to computerised systems, booking appointments and general administration duties, CCTV monitoring.
Main duties of the job
The successful candidate will be responsible for all Reception
tasks including, but not limited to, the management of all room bookings, incoming telephone
calls, deal
with enquiries efficiently, taking accurate messages and disseminating them to
the relevant person.
You will have experience of working in a team, providing
administrative support in an office environment. The role involves
communication, so we expect that you have excellent verbal and written skills.
Interacting with patients and the public, you will be confident
in giving non-clinical information and advice that improves their experience.
Dealing with sensitive information daily, you will understand the importance of
data security.
You will often work under pressure and without direct
supervision, so we are looking for someone confident and capable. You will
prioritise tasks, and manage your own workload, providing support for your
colleagues where required.
You will become an important part of the team, working to ensure
that every patient receives high quality care. You may be required to support
the induction of new staff members.
We will help you to grow in the role, and will support you to
achieve the daily tasks of reception.
About us
About Devon Partnership Trust
We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.
Our values
We not only recruit employees based on their qualifications & experience - we recruit individuals who possess and demonstrate the behaviours which underpin the core values of our organisation. These values include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.
We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health & learning disabilities. We are a Disability Confident Leader Employer.
Job description
Job responsibilities
Duties and Responsibilities
- The post holder has a key role in providing administrative support across the full range of services that utilise buildings, including the smooth running of the office environment, front of house functions and administrative and secretarial support to operational staff as required.
- Responsible for front of house reception duties and dealing with queries, that may necessitate in researching information to facilitate the outcome of the query.
- Frequent communication with vast range of services and individuals, building a wide network of contacts and developing professional relationships with both services within the building and those based elsewhere.
- The first point of contact for all telephone calls to the teams within the building.
- Use of a variety of manual and computerised systems that include room booking calendars, patient records and processes for recording postal systems.
- Signposting staff and visitors to appropriate appointments, contacting teams/individuals to inform them of visitors arrival and ensuring that there is a timely response.
- Responsible for the reception area, which ensures information available in reception is up to date, in good supply, is easily accessible and is professionally displayed.
- To ensure that all communication is within the boundaries of patient confidentiality and to seek guidance when unsure.
- The Receptionist will be the point of contact for emergency situations, they may be required to provide administrative coordination by a Senior Manager during an alert, recording calls and logging responses. (Training will be given).
- The role will involve the coordination and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative systems.
- Communication and Working Relationship Skills
- To exchange factual information with people who use our services using persuasion tact, reassurance empathy and acknowledging barriers to understanding.
- To document information in accordance with record keeping standards.
- The postholder will often be the first point of contact and the focal point of services; therefore clear communication skills are required.
- To ensure that any information relating to safety of people who use our services and others is communicated immediately to senior team members.
- Communicate with patients concerning their appointments, including car parking arrangements as well as signposting patients to the correct area.
- Implement planned actions and response, including items such as visits from Regulators, fire drill and coordinating interviews and communicate changes to building occupants as appropriate.
- Contribute to the smooth running of the Reception area and systems including management of generic email accounts and electronic and paper filing systems as well as other forms of correspondence.
- Prioritise own tasks, exercising a degree of independence, initiative and judgement
- Responsibility for Patient/Client Care, Treatment and Therapy
Provide non clinical advice, information to patients/clients/relatives.
- Deal with telephone calls/visits to reception from patients.
- Maintain confidentiality of any client information at all times and comply with all aspects of the Data Protection Act.
- Responsibility for Policy and Service Development Implementation
Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work.
- Adhere to all Trust and departmental policies and procedures relating to their role.
- Comply with local administrative procedures.
- Participate in local review of administration services.
- Responsibility for Finance, Equipment and Other Resources
- The post holder will order stationery and other necessary items for the team via the procurement system.
- Process incoming goods via postal systems
- Handles patients cash and valuables; may be required to order and maintain stationery and stores stocks; may be responsible for petty cash float.
- Maintain the safe keeping of Trust property. Any concerns regarding misuse shall be raised immediately with the Trust Counter Fraud Specialist.
- Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business. Ensuring minimal waste and cost.Suggest efficiency savings to more senior staff.
- Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
- The postholder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction
- Responsibility for Information Resources and Administrative Duties
- Process incoming mail, maintaining record of Special and Recorded Deliveries.
- Maintain and monitor service/department staff records, eg annual leave, training and personal contact information and proactively support cover arrangements in times of absence as required.
- Process outgoing mail (including courier service).
- Provide administrative support where required.
- Make travel bookings including Taxi and patient transport arrangements, making appropriate recordings.
- The post holder will be partly responsible for ensuring accurate and up to date data is recorded onto electronic records systems, and that this information is communicated with the team and other professionals as required.
- Responsibility for Research and Development
- Undertake surveys or audits, as necessary to own work.
- Freedom to Act
- Work is managed rather than supervised.
- Accountable for own actions manager is available for reference.
- Prioritise own tasks, exercising a degree of independence, initiative and judgement.
- Assess situations, identify and resolve potential problems within own skill set.
- Refer and seek guidance on issues outside of post holders level of competency or authority to line manager.
- Any Other Specific Tasks Required
- Provide cover for colleagues when and where necessary.
- Work pattern will be predictable.
- Participate in any induction training and professional development opportunities.
- The duties of this post may vary from time to time without changing the general character of the post of level of responsibility.
- Duty of Candour you must adhere to the principles of openness, transparency and the statutory duty of candour in your day to day work and conduct and encourage the same behaviours within the wider organisation.
- All employees must adhere to the policy on the protection and use of personal information which provides guidance on the use of disclosure of information.
- The Trust also has a range of policies which outline the appropriate use of computer equipment and computer generated information. All employees are expected to meet the requirements of these policies.
Job description
Job responsibilities
Duties and Responsibilities
- The post holder has a key role in providing administrative support across the full range of services that utilise buildings, including the smooth running of the office environment, front of house functions and administrative and secretarial support to operational staff as required.
- Responsible for front of house reception duties and dealing with queries, that may necessitate in researching information to facilitate the outcome of the query.
- Frequent communication with vast range of services and individuals, building a wide network of contacts and developing professional relationships with both services within the building and those based elsewhere.
- The first point of contact for all telephone calls to the teams within the building.
- Use of a variety of manual and computerised systems that include room booking calendars, patient records and processes for recording postal systems.
- Signposting staff and visitors to appropriate appointments, contacting teams/individuals to inform them of visitors arrival and ensuring that there is a timely response.
- Responsible for the reception area, which ensures information available in reception is up to date, in good supply, is easily accessible and is professionally displayed.
- To ensure that all communication is within the boundaries of patient confidentiality and to seek guidance when unsure.
- The Receptionist will be the point of contact for emergency situations, they may be required to provide administrative coordination by a Senior Manager during an alert, recording calls and logging responses. (Training will be given).
- The role will involve the coordination and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative systems.
- Communication and Working Relationship Skills
- To exchange factual information with people who use our services using persuasion tact, reassurance empathy and acknowledging barriers to understanding.
- To document information in accordance with record keeping standards.
- The postholder will often be the first point of contact and the focal point of services; therefore clear communication skills are required.
- To ensure that any information relating to safety of people who use our services and others is communicated immediately to senior team members.
- Communicate with patients concerning their appointments, including car parking arrangements as well as signposting patients to the correct area.
- Implement planned actions and response, including items such as visits from Regulators, fire drill and coordinating interviews and communicate changes to building occupants as appropriate.
- Contribute to the smooth running of the Reception area and systems including management of generic email accounts and electronic and paper filing systems as well as other forms of correspondence.
- Prioritise own tasks, exercising a degree of independence, initiative and judgement
- Responsibility for Patient/Client Care, Treatment and Therapy
Provide non clinical advice, information to patients/clients/relatives.
- Deal with telephone calls/visits to reception from patients.
- Maintain confidentiality of any client information at all times and comply with all aspects of the Data Protection Act.
- Responsibility for Policy and Service Development Implementation
Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work.
- Adhere to all Trust and departmental policies and procedures relating to their role.
- Comply with local administrative procedures.
- Participate in local review of administration services.
- Responsibility for Finance, Equipment and Other Resources
- The post holder will order stationery and other necessary items for the team via the procurement system.
- Process incoming goods via postal systems
- Handles patients cash and valuables; may be required to order and maintain stationery and stores stocks; may be responsible for petty cash float.
- Maintain the safe keeping of Trust property. Any concerns regarding misuse shall be raised immediately with the Trust Counter Fraud Specialist.
- Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business. Ensuring minimal waste and cost.Suggest efficiency savings to more senior staff.
- Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
- The postholder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction
- Responsibility for Information Resources and Administrative Duties
- Process incoming mail, maintaining record of Special and Recorded Deliveries.
- Maintain and monitor service/department staff records, eg annual leave, training and personal contact information and proactively support cover arrangements in times of absence as required.
- Process outgoing mail (including courier service).
- Provide administrative support where required.
- Make travel bookings including Taxi and patient transport arrangements, making appropriate recordings.
- The post holder will be partly responsible for ensuring accurate and up to date data is recorded onto electronic records systems, and that this information is communicated with the team and other professionals as required.
- Responsibility for Research and Development
- Undertake surveys or audits, as necessary to own work.
- Freedom to Act
- Work is managed rather than supervised.
- Accountable for own actions manager is available for reference.
- Prioritise own tasks, exercising a degree of independence, initiative and judgement.
- Assess situations, identify and resolve potential problems within own skill set.
- Refer and seek guidance on issues outside of post holders level of competency or authority to line manager.
- Any Other Specific Tasks Required
- Provide cover for colleagues when and where necessary.
- Work pattern will be predictable.
- Participate in any induction training and professional development opportunities.
- The duties of this post may vary from time to time without changing the general character of the post of level of responsibility.
- Duty of Candour you must adhere to the principles of openness, transparency and the statutory duty of candour in your day to day work and conduct and encourage the same behaviours within the wider organisation.
- All employees must adhere to the policy on the protection and use of personal information which provides guidance on the use of disclosure of information.
- The Trust also has a range of policies which outline the appropriate use of computer equipment and computer generated information. All employees are expected to meet the requirements of these policies.
Person Specification
Planning & Organisational Skills
Essential
- Ability to plan ahead and anticipate
- Ability to prioritise workload in response to changing demands
- Able to multi-task
Analytical & Judgemental Skills
Essential
- Ability to work under pressure
- Able to plan, organise, prioritise, coordinate and work flexibly.
- Ability to exercise initiative operating within procedural guidelines.
- Ability to work without direct supervision on a day to day basis.
- Attention to detail/quality
Knowledge
Essential
- Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook.
- Working knowledge of a range of administrative procedures including diary management and arranging appointments
- Experience or understanding of creating electronic records, electronic filing systems
- Electronic data base management.
- Ability to manage diverse workload whilst dealing with frequent interruptions
- Ability to meet deadlines and to work under pressure
- Exceptional organisational skills and ability to prioritise
- Ability to work both independently and as part of a team
- Ability to provide a high standard of secretarial support for meetings e.g. organising, booking venues and minute taking
- Knowledge of our business and how it supports patient care
Qualifications
Essential
- QUALIFICATIONS & TRAINING
- Customer Service/Receptionist qualification to Level 3 or equivalent experience in practice
- GCSE English or equivalent
- Evidence of continuing professional and personal development
Experience
Essential
- Excellent organisational skills.
- Ability to prioritise workload and adapt to change when required
- Previous experience of working within an administrative or secretarial team
- Experience of dealing with confidential and complex information
- Ability to take accurate formal and informal minutes
- Demonstrate good numeracy and literacy skills
- Previous experience of working in a Healthcare or Social Care administrative setting
- Understanding and respect of confidentiality in the workplace.
Physical Skills
Essential
- Advanced typing skills
- Ability to recognise and manage challenging situations in a calm and professional manner
- Adaptable in continuous change and able to learn quickly
Skills and Abilities
Essential
- Communication and Working Relationship Skills
- Excellent verbal and written communication skills, in person, on the telephone and electronically.
- Ability to take and convey clear messages
- Good interpersonal skills
- Able to deal confidentially and tactfully with people at all levels. Experience in dealing with people in distress in a calm and confident manner
- Ability to recognise when other communication aids may be needed
- Willingness to embrace new ways of working/changes
Person Specification
Planning & Organisational Skills
Essential
- Ability to plan ahead and anticipate
- Ability to prioritise workload in response to changing demands
- Able to multi-task
Analytical & Judgemental Skills
Essential
- Ability to work under pressure
- Able to plan, organise, prioritise, coordinate and work flexibly.
- Ability to exercise initiative operating within procedural guidelines.
- Ability to work without direct supervision on a day to day basis.
- Attention to detail/quality
Knowledge
Essential
- Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook.
- Working knowledge of a range of administrative procedures including diary management and arranging appointments
- Experience or understanding of creating electronic records, electronic filing systems
- Electronic data base management.
- Ability to manage diverse workload whilst dealing with frequent interruptions
- Ability to meet deadlines and to work under pressure
- Exceptional organisational skills and ability to prioritise
- Ability to work both independently and as part of a team
- Ability to provide a high standard of secretarial support for meetings e.g. organising, booking venues and minute taking
- Knowledge of our business and how it supports patient care
Qualifications
Essential
- QUALIFICATIONS & TRAINING
- Customer Service/Receptionist qualification to Level 3 or equivalent experience in practice
- GCSE English or equivalent
- Evidence of continuing professional and personal development
Experience
Essential
- Excellent organisational skills.
- Ability to prioritise workload and adapt to change when required
- Previous experience of working within an administrative or secretarial team
- Experience of dealing with confidential and complex information
- Ability to take accurate formal and informal minutes
- Demonstrate good numeracy and literacy skills
- Previous experience of working in a Healthcare or Social Care administrative setting
- Understanding and respect of confidentiality in the workplace.
Physical Skills
Essential
- Advanced typing skills
- Ability to recognise and manage challenging situations in a calm and professional manner
- Adaptable in continuous change and able to learn quickly
Skills and Abilities
Essential
- Communication and Working Relationship Skills
- Excellent verbal and written communication skills, in person, on the telephone and electronically.
- Ability to take and convey clear messages
- Good interpersonal skills
- Able to deal confidentially and tactfully with people at all levels. Experience in dealing with people in distress in a calm and confident manner
- Ability to recognise when other communication aids may be needed
- Willingness to embrace new ways of working/changes
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.
