Community Receptionist

NELFT NHS Foundation Trust

Essex

On-site

GBP 21,000 - 25,000

Full time

36 hours ago

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Job summary

NELFT NHS Foundation Trust in Essex seeks a Community Receptionist to deliver front-line reception services and support site managers in daily operations.

You will be part of a team ensuring safety standards, coordinating rooms, handling calls, mails, and data recording, with occasional cross-site duties and extended hours.

Responsibilities

Provide seamless front line reception and direct visitors to the appropriate services.
Answer calls politely, take messages, and log using established procedures.
Maintain the generic email inbox and respond to queries.
Support on-site safety with fire, infection control and security tasks.
Assist with booking rooms and recording daily site activity.

Job description

Job Overview

The Community Receptionist is responsible for providing front line reception service and will support the Community Reception Manager and Site Manager to monitor and report daily operational site management issues.

Job Overview

The Community Receptionist works as part of the team to ensure commissioned targets are met.

Main duties of the job

The Community Receptionist will work with the team to maintain and monitor the standards for Fire, Health & Safety, Infection Control, Security and Waste Management. The post holder will work in conjunction with the Community Receptionist Manager to ensure monthly audits are provided and issues addressed, this may require some collation of data for monitoring purposes.
The post holder will be required to undertake various assignments as required to provide the team with essential and current information to support the organisation’s and team’s objectives.
The post holder will be required to cross site work to ensure service delivery and will be based within the appropriate building.
The post holder will be required to work on an extended hours rota shift pattern dependent on the site. This will be between the hours of 8am 8pm which will include weekends

Detailed Job Description And Main Responsibilities

To provide a seamless reception service ensuring all users of the building are assisted with their enquiries to a satisfactory resolution and to direct, where appropriate to the relevant other reception areas for other providers/services within the building.
To answer the telephone in a polite and helpful manner and deal with all enquiries and take messages when required, within a specific time frame. All messages must be accurately recorded and prioritised accordingly.
To maintain and manage the generic reception email box and deal/follow up queries.
To dispense vitamins in accordance with the directive.
To dispense audio batteries to clients holding the appropriate NHS booklet and to reconcile and maintain accurate records of stock.
To distribute incoming mail where necessary within the building.
To establish and maintain electronic and manual filing systems.
To allocate and assist with bookable rooms for clinical sessions and meetings via the electronic booking system and have current information on site activity.
Day to day reporting of Estates/facility issues as per procedure. To monitor and report security issues during community reception operating hours. To follow on‑site security procedures including safe key security and highlight problems.
To report any maintenance/repair problems, damage or security issues or any untoward incidents as per procedures.
To act in a professional manner, at all times.
To work as part of a team, to attend meetings as required to promote good team working.
To be able to trouble shoot and act independently, escalating to the appropriate person when necessary.
To work to the organisation’s appraisal process and to evidence that you are achieving the required level of performance.
To access the RiO computer programme in order to accurately update information as stated in agreed RiO process maps.
To ensure data is input within the required time frames.
To be competent in IT software as per Job Specification and to use various IT systems to record and provide data as required.
To follow the organisation’s Health & Safety and security procedures. To be competent in reporting incidents/near misses via InPhase.
To ensure statutory and mandatory training is undertaken as per Trust requirements and to attend training relevant to the post as required in the KSF/PDR.
The postholder will be required to undertake basic life support, Defib training and appropriate handling training for managing the fridge for specimens/bloods.
The post holder will be trained as a first aider and follow the procedures to assist staff and the community. Should the need arise, to also take the lead in the absence of the manager.
The post holder will be trained as a fire warden and follow the procedures which include ensuring the monthly checks are completed and recorded. This role will assume the lead for Fire Warden and liaison with the Fire Brigade in the absence of the Community Receptionist Manager.
To follow fire procedures ensuring fire evacuation is successfully carried out in an emergency and drill situation. This role will assume the lead for Fire evacuation and liaison with the Fire Brigade in the absence of the Community Receptionist Manager.
To maintain confidentiality at all times in line with the Data Protection Act and Caldicott regulations and to comply with NELFT policies and procedures.
To follow procedures for on‑site Waste Management and infection control issues. To elevate problems as necessary.
To be responsible for ensuring daily check of the Defib, emergency grab kit and spill kit is carried out and recorded and any action taken as required.
To be responsible for checking fridge temperatures daily and reporting discrepancies promptly as per procedure and to undergo training for receiving bloods and specimens.
To assist the courier for pick-ups for specimens/bloods, where necessary.
To check the first-aid kit on a weekly basis and re‑stock as necessary.
To raise and receipt orders for supplies via the electronic ordering system, ensuring stock levels are maintained. To ensure all shortfalls or incorrect deliveries are reported to the Community Receptionist Manager.
To undertake stock takes as required.
To maintain central store for stationary and distribute when items required not as stock. To follow stationary ordering procedure.
To receive and store deliveries as appropriate, to issue the stocks accordingly.
The Community Receptionist will ensure information is displayed in an appropriate, effective, relevant manner and is up to date.
To ensure the fire wardens/fire Marshalls and first aider lists are up‑to‑date and information is displayed, on a daily basis, liaising with the various providers within the building.
To ensure all the necessary daily checks are completed in line with the role including all folders and assessments are up‑to‑date (fire folder, fire log book, risk assessments etc).
To deal with any queries arising from the usage of the car park (parking eye) including assisting patients with inputting their reg details onto the system, dealing with relevant fine queries and maintaining the staff “white list” and staff registering requirements.
To follow the procedures for security fobs for staff. Ensuring the relevant forms are signed and programming of the security fobs for staff.
To work alongside the integrated care pathway assistants.
To follow the staff locker procedures and assist with any queries relating out of this.
Customer Service and Communication
Receive and make telephone calls as required. Divert calls and take messages ensuring accuracy of detail and prompt appropriate delivery.
To present a calm and friendly image to service users.
To monitor and record all visitor details.
Recognising and responding to clients who have communication barriers. Ensure an effective and efficient front of house service is provided to patients and any other visitors to the clinic area.
Deal with all general enquiries, communicate procedures and direct people as required to the relevant services.

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop‑in sessions focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Goodmayes.

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement Outer London (B&D, Redbridge, Havering and Waltham Forest, Goodmayes)

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,870 to a maximum of £6,137 p.a. pro rata for part time).

Working for Us

Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London and Essex. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award-winning equality and diversity initiatives, along with staff health and wellbeing activities. We invest significantly in your development because when you feel valued and supported, we can deliver the highest quality care to our patients. We are a Level 3 Disability Confident Leader, have been recognised in the Working Families Top 10 Employers benchmark for five consecutive years, and hold a Carers UK Level 1 Accreditation. Through our staff networks and training opportunities, we strive to foster a just and compassionate culture at NELFT.

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