Receptionist

Job description

Job responsibilities

To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties which will include:

• Dealing appropriately with all telephone enquiries as well as face to face patient contact, which may include investigating and problem solving as well as regularly dealing with matters of a complex and/or distressing nature.
• Using a range of software programmes to produce, maintain and distribute documents, including adhoc and routine reports, spreadsheets, and databases, which may include medical terminology and clinic information.
• Photocopying, scanning and emailing documentation promptly and efficiently, generating and distributing letters, tasking clinicians, ensuring that all patient records are maintained and kept up-to-date. This includes the assembling of patient information packs to be handed out to patients.
• Receiving, sorting and distributing mail and ensuring that outgoing mail is sent in a timely manner.
• Researching appropriate websites, downloading and circulating documents as requested.
• Issuing parking permits to colleagues
• Issuing and activating door fobs

To open/close Reception office, greet visitors, provide information and direction, make and manage room bookings for staff and clinicians, resolving appointment conflicts as and when required.

To undertake receptionist/telephonist duties, be a point of contact for internal and external callers and visitors, accepting deliveries, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters and ensuring that accurate messages are passed on in a timely manner.

To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients fears and lack of understanding, exercising tact, judgement and confidentiality in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.

To provide basic administration support for Norfolk County Council (NCC) colleagues such as printing and posting, receiving and transferring of calls, receiving deliveries and greeting service users.

Inputting onto various databases and systems, including SystmOne, Cloudbooking, Powergate, and the Spine Portal within the required timescales and deadlines. This includes scanning documents onto patient records within a specific time frame.

To be responsible for the efficient use of office equipment and nursing supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, Powergate, and carrying out research into goods and services as directed.

To support site regularly with health and safety checks in clinical areas/rooms, reporting maintenance, security, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. This includes carrying out checks to ensure the Defibrillator machine and panic alarms are working correctly.

Provide cover in other departments as required, during periods of absence, as directed by the Supervisor or Admin Team Leader. This may require travelling to other sites

To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to the Admin Team Lead.

It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.

To attend relevant team and service meetings, when required. These may be virtual or in person. This may require travelling to other sites.

Person Specification

Qualifications

Essential

• Maths and English GCSE (Grade C or above), or equivalent
• Good keyboard and IT skills.

Desirable

• RSA typing or equivalent experience
• Shorthand

Experience

Essential

• Proven administration experience in a busy office environment
• Proven experience of working as part of a team

Desirable

• Knowledge of NHS ordering systems
• Knowledge of SystmOne, PAS etc.
• Knowledge of NHS invoicing systems

Skills, abilities and Knowledge

Essential

• Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
• Good organisational and communications skills
• Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
• Articulate, calm, polite and well-motivated with a positive attitude to customer care

Desirable

• Customer Care Skills
• Enhanced IT Skills
• Planning Skills
• Supervisory skills

Communication

Essential

• Good communication skills

Personal Attributes/Behaviours

Essential

• Enthusiastic and motivated
• Committed to providing the best possible service to patients
• Tact and diplomacy
• Able to work on own initiative
• Team Player

Other

Essential

• Flexible attitude and approach to work to meet service needs
• Able to make own transport arrangements

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.

Employer details

Employer name

Norfolk Community Health and Care NHS Trust

Address

Swaffham Community Hospital

Sporle Road

Swaffham

PE37 7HL

Employer's website

https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)