Receptionist

Job description

Job summary

To act as the first point of contact forhospitalpatients,staffandvisitors, providing aface to face as well as a telephone servicereception function for alldepartments across the Trust.Tocoordinate reception volunteer taskson a daily basisand liaising with volunteers whereappropriate.

Tocommunicate, asappropriate,with allpatients,staffand visitorsto ensure best quality service delivery to ensure an efficient and effective reception service.

Main duties of the job

To act as the first point of contact forhospitalpatients,staffandvisitors, providing aface to face as well as a telephone servicereception function for alldepartments across the Trust.Tocoordinate reception volunteer taskson a daily basisand liaising with volunteers whereappropriate.

Tocommunicate, asappropriate,with allpatients,staffand visitorsto ensure best quality service delivery to ensure an efficient and effective reception service.

About us

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.

As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.

As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.

Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.

Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)

Job description

Job responsibilities

• Receive visitors to the hospital and direct to departments.Arrange for volunteers to escort ifrequired.
• Supplyinformation via Oasis to patients who are unsure as to where theyare required togo.

• Locate patients for visitors via Oasisin accordance withdata protectionlegislation.

• Arrange wheelchairs for patients with mobility issues, either utilising volunteers or hospital porters.

• Receive telephone callsfrom external sourcesincluding patients,relativesand carerson behalf of the Trust and redirect asappropriate.

• Be able to deal with patients and visitors who may be anxious, upset or may have language or communication difficulties.

• Be able to resolve simple concerns and queries and to escalate matters whereappropriate.

• Receive and record medical equipmentand other itemsdelivered to reception which requireforwardingto wards and departments.

• Arrange formedical equipment and otheritems to be delivered to wards and department, signed for asrequired.

• Record all requests for transfer of patient notesandmaintainthese records foraudit purposes.

• Monitor wheelchair numbers and escalate issues.

• Report faulty wheelchairs and record maintenance progress.

• Identifyand issue tasks to reception volunteerson a daily basis.

• Liaise with Trust volunteers where necessary.

• Knowledge of administrative systems such as PAS and be able to use these efficiently.

• Knowledge of hospital departments

• Knowledge of office and clerical procedures.

• Ensure that the reception desks are tidy and welcoming to visitors.
• Remove unauthorised and out of date publicity material.

• Report emergency situationsoccurring within the reception area and car parksimmediately.

• Report anyadverseincidents occurring within the reception area and main entrance via Datix.

• Report maintenance issues to Mitie helpdesk.

• Plan own daily workload, with effective scheduling of priority tasks.

• Report/escalate concerns asappropriate toyour line manager.

Job description
Job responsibilities

• Receive visitors to the hospital and direct to departments.Arrange for volunteers to escort ifrequired.
• Supplyinformation via Oasis to patients who are unsure as to where theyare required togo.

• Locate patients for visitors via Oasisin accordance withdata protectionlegislation.

• Arrange wheelchairs for patients with mobility issues, either utilising volunteers or hospital porters.

• Receive telephone callsfrom external sourcesincluding patients,relativesand carerson behalf of the Trust and redirect asappropriate.

• Be able to deal with patients and visitors who may be anxious, upset or may have language or communication difficulties.

• Be able to resolve simple concerns and queries and to escalate matters whereappropriate.

• Receive and record medical equipmentand other itemsdelivered to reception which requireforwardingto wards and departments.

• Arrange formedical equipment and otheritems to be delivered to wards and department, signed for asrequired.

• Record all requests for transfer of patient notesandmaintainthese records foraudit purposes.

• Monitor wheelchair numbers and escalate issues.

• Report faulty wheelchairs and record maintenance progress.

• Identifyand issue tasks to reception volunteerson a daily basis.

• Liaise with Trust volunteers where necessary.

• Knowledge of administrative systems such as PAS and be able to use these efficiently.

• Knowledge of hospital departments

• Knowledge of office and clerical procedures.

• Ensure that the reception desks are tidy and welcoming to visitors.
• Remove unauthorised and out of date publicity material.

• Report emergency situationsoccurring within the reception area and car parksimmediately.

• Report anyadverseincidents occurring within the reception area and main entrance via Datix.

• Report maintenance issues to Mitie helpdesk.

• Plan own daily workload, with effective scheduling of priority tasks.

• Report/escalate concerns asappropriate toyour line manager.

Person Specification

Qualifications and Education

Essential

• 2 GCSE (or equivalent) passes in Mathematics and English Language
• Competent in the use of computers and Microsoft packages such as Word, Excel, Outlook

Desirable

• NVQ Business Administration Level 2

Communication Skills

Essential

• Ability to work in a team as well as unsupervised
• Excellent communication skills including telephone manner
• Ability to deal with contentious and sensitive issues in the appropriate manner

Knowledge and Training

Essential

• Computer literate must be able to use spreadsheets and e-mail
• Knowledge of NHS policies
• Previous Customer Care experience

Analytical & Judgement Skills

Essential

• Accuracy and attention to detail

Desirable

• Enthusiastic and flexible to meet the needs of the service
• Able to cope with different and competing demands
• Able to use own initiative

Planning Skills

Essential

• Good time management and ability to work to deadlines
• Good organisational skills
• Ability to prioritise work

Equality, Diversity, Inclusion and Trust Values

Essential

• Able to provide safe, caring, and effective services
• Values and behaviours that reflect the Trust values of Care, Respect and Responsibility

Person Specification
Qualifications and Education

Essential

• 2 GCSE (or equivalent) passes in Mathematics and English Language
• Competent in the use of computers and Microsoft packages such as Word, Excel, Outlook

Desirable

• NVQ Business Administration Level 2

Communication Skills

Essential

• Ability to work in a team as well as unsupervised
• Excellent communication skills including telephone manner
• Ability to deal with contentious and sensitive issues in the appropriate manner

Knowledge and Training

Essential

• Computer literate must be able to use spreadsheets and e-mail
• Knowledge of NHS policies
• Previous Customer Care experience

Analytical & Judgement Skills

Essential

• Accuracy and attention to detail

Desirable

• Enthusiastic and flexible to meet the needs of the service
• Able to cope with different and competing demands
• Able to use own initiative

Planning Skills

Essential

• Good time management and ability to work to deadlines
• Good organisational skills
• Ability to prioritise work

Equality, Diversity, Inclusion and Trust Values

Essential

• Able to provide safe, caring, and effective services
• Values and behaviours that reflect the Trust values of Care, Respect and Responsibility

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.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
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.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

The Dudley Group NHS Foundation Trust
Address

Russells Hall Hospital

Pensnett Road

Dudley

DY1 2HQ

United Kingdom

Employer's website