Job summary
Join our team at Newton Abbot Hospital and take on a dynamic position that involves providing support across various departments.
This role requires the ability to prioritise tasks, manage conflicting demands, and maintain a high level of organisation, so it is important you excel in customer service handling inquiries through face-to-face interactions, emails, and phone calls.
Flexibility is key, as the position involves working rotating shifts from 8 am to 8 pm, including weekends and bank holidays.
If you thrive in a fast-paced environment and enjoy working collaboratively with a diverse team, this position is perfect for you -Apply now to be a part of our warm and welcoming team!
Main duties of the job
- Offer administrative support across various areas within Newton Abbot Hospital including;
- Outpatient Reception
- The Urgent Treatment Centre Reception,
- Teign and Templer Ward,
- The Planned Infusion Unit and the A&C Back Office.
- General reception/admin duties including; greeting patients, liaising with clinical teams to ensure efficient and effective service throughout each department, offering excellent customer service to patients, colleagues and visitors to the organisation.
About us
Why work with us -Our administrative team take great pride in their work and work well together to offer fantastic support to the wider teams working from Newton Abbot Hospital.
We are fortunate enough to work with many specialties throughout the organisation and this adds to the diversity and breadth of this role.
The focus is on excellent customer service to all, supporting our colleagues and maintaining a sense of humour alongside a professional nature.
The building itself boasts light and airy spaces and is well-maintained, which certainly contributes towards the positive working environment offered at the Hospital.
Job description
Job responsibilities
- Communicate with a wide range of staff and clients, in person, by telephone and electronically.
- Receive all visitors in a courteous, efficient and friendly manner.
- Provide excellent customer care, in a calm and professional manner to patients and relatives who may be anxious and distressed.
- Pro-actively manage correspondence such as emails, post and telephone calls in line with Trust standards
- Assist as far as possible with non-medical enquiries within the remit of the role, ensuring all non-routine and medical enquiries are referred to the appropriate person
- Priortise workload effectively and manage conflicting demands in a high pressure environment
- Use of multiple computer systems as required within the department such as, but not limited to: IHCS (PAS), CRIS InfloFlex and Symphony
- Ensure accurate and up-to-date patient details are maintained on patient information IT systems.
- Maintain health records and patient files in line with Trust Health Records Policy
- Respond to complaints or concerns where appropriate, escalating to Line Manager if unable to resolve
- Comply with GDPR and follow all Trust policies and procedures
- To follow Standard Operating Procedures for the department
- No budgetary control but an awareness of effective use of resources
- No staff supervision but you may be required to mentor new starters
- Significant use of Display Screen Equipment
Job description
Job responsibilities
- Communicate with a wide range of staff and clients, in person, by telephone and electronically.
- Receive all visitors in a courteous, efficient and friendly manner.
- Provide excellent customer care, in a calm and professional manner to patients and relatives who may be anxious and distressed.
- Pro-actively manage correspondence such as emails, post and telephone calls in line with Trust standards
- Assist as far as possible with non-medical enquiries within the remit of the role, ensuring all non-routine and medical enquiries are referred to the appropriate person
- Priortise workload effectively and manage conflicting demands in a high pressure environment
- Use of multiple computer systems as required within the department such as, but not limited to: IHCS (PAS), CRIS InfloFlex and Symphony
- Ensure accurate and up-to-date patient details are maintained on patient information IT systems.
- Maintain health records and patient files in line with Trust Health Records Policy
- Respond to complaints or concerns where appropriate, escalating to Line Manager if unable to resolve
- Comply with GDPR and follow all Trust policies and procedures
- To follow Standard Operating Procedures for the department
- No budgetary control but an awareness of effective use of resources
- No staff supervision but you may be required to mentor new starters
- Significant use of Display Screen Equipment
Person Specification
Qualifications and training
Essential
- Educated to GCSE level A-C
- Intermediate qualification in IT
Desirable
- Qualification in Customer Care
Knowledge and experience
Essential
- Excellent interpersonal skills
- Good and accurate IT skills
- High standard of attention to detail
- Ability to multi-task and prioritise workload
Desirable
- Knowledge of PAS and booking processes
- Knowledge of medical records filing system
- Knowledge of Infoflex system
- Knowledge of CRIS system
- Knowledge of Symphony system
Specific Skills
Essential
- Proven clerical/administrative experience within customer care environment
- Previous customer care experience
- Ability to work under own initiative and as part of a team
- Able to organise workload
- Reliability and flexibility; able to contribute to changing demands of the service
Desirable
- Previous experience of an NHS or healthcare environment
Person Specification
Qualifications and training
Essential
- Educated to GCSE level A-C
- Intermediate qualification in IT
Desirable
- Qualification in Customer Care
Knowledge and experience
Essential
- Excellent interpersonal skills
- Good and accurate IT skills
- High standard of attention to detail
- Ability to multi-task and prioritise workload
Desirable
- Knowledge of PAS and booking processes
- Knowledge of medical records filing system
- Knowledge of Infoflex system
- Knowledge of CRIS system
- Knowledge of Symphony system
Specific Skills
Essential
- Proven clerical/administrative experience within customer care environment
- Previous customer care experience
- Ability to work under own initiative and as part of a team
- Able to organise workload
- Reliability and flexibility; able to contribute to changing demands of the service
Desirable
- Previous experience of an NHS or healthcare environment
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.
