Band 2 Receptionist/Admin Support - Occupational Health and Wellbeing

University Hospitals Birmingham NHS Foundation Trust; Birmingham; On-site; GBP 20,000 - 28,000; Full time

Job summary

University Hospitals Birmingham NHS Foundation Trust is seeking a proactive administrative assistant to support the department and front-desk operations. You will play a key role in welcoming patients and handling enquiries with professionalism.

You will assist with booking appointments, maintaining records, and supporting clinicians and administrative colleagues while ensuring high standards of customer service across the department.

Responsibilities

• Welcome patients and visitors to the department.
• Answer telephone and email enquiries professionally and efficiently.
• Book and manage appointments using electronic systems.
• Maintain accurate records and update confidential information.
• Support clinicians and administrative colleagues with a range of office duties.
• Process correspondence, reports, and documentation.
• Ensure excellent customer service is provided at all times.
• Liaise with staff and service users.
• Provide excellent telephone skills, accurately record telephone messages and other enquiries and refer as appropriate.
• Provide effective communication and problem solving both face to face and via telephone.
• Be sympathetic and sensitive to the requirements of staff and service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour; escalating conflict situations where necessary.
• Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision.
• Ability to recognise situations that should be referred onto the Service Manager/Office Manager/Team Leader and take prompt and appropriate action.
• Managing and monitoring the Occupational Health generic e-mail address which at times contains distressing information.
• Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales.
• Undertake work that has been prioritised by the Service Manager/Office Manager/Team Leader.

Job description

• Welcome patients and visitors to the department.
• Answer telephone and email enquiries professionally and efficiently.
• Book and manage appointments using electronic systems.
• Maintain accurate records and update confidential information.
• Support clinicians and administrative colleagues with a range of office duties.
• Process correspondence, reports, and documentation.
• Ensure excellent customer service is provided at all times.

Main duties of the job

• Liaise with staff and service users
• Provide excellent telephone skills, accurately record telephone messages and other enquiries and refer as appropriate
• Provide effective communication and problem solving both face to face and via telephone
• Be sympathetic and sensitive to the requirements of staff and service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour; escalating conflict situations where necessary
• Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision
• Ability to recognise situations that should be referred onto the Service Manager/Office Manager/Team Leader and take prompt and appropriate action
• Managing and monitoring the Occupational Health generic e-mail address which at times contains distressing information.
• Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
• Undertake work that has been prioritised by the Service Manager/Office Manager/Team Leader

University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.