Receptionist

Nhs View All Jobs; Ilford; On-site; GBP 21,000 - 26,000; Full time

Job summary

Mildmay Hospital in London is seeking an experienced switchboard operator to manage the reception area with a focus on excellent customer care. You will perform light administration, handle clerical duties, and support clinical staff as needed, while ensuring security and confidentiality at all times.

The role requires strong communication, computer literacy, and the ability to stay calm under pressure in a busy NHS environment. A welcoming personality and team spirit are essential.

Qualifications

• Experience in customer service settings is essential.
• Call centre or reception experience preferred.
• NHS administrative environment experience is desirable.

Responsibilities

• Manage and maintain a switchboard and reception service in a professional, friendly and competent manner.
• Greet visitors, enforce procedures, and announce visits.
• Provide efficient administration and clerical support for the reception area and other departments as required.
• Allocate bleeps to staff and manage patient transport bookings.
• Assist clinical staff in moving patients within reception areas and collecting samples as requested.
• Ensure security, receive deliveries, and manage mail and filing.
• Respond to emergencies and maintain high standards of customer care and confidentiality.

Skills

Verbal & written communication

Computer literacy

Calm under pressure

Team collaboration

Attention to detail

Organised & methodical

Professional appearance

Literacy & numeracy

Keyboard skills

Initiative English & Maths GCSE

Microsoft Office

Customer service training

Education

GCSE English & Maths

Tools

Microsoft Office

Job description

To manage and maintain an efficient switchboard and reception service in a professional, friendly and competent manner. To provide an efficient administration and clerical service for the reception area, and other departments when required. To practise good customer care and maintain patient confidentiality at all times, To ensure the highest levels of customer care at all times. To ensure all phone calls are dealt with, in a prompt, efficient and courteous manner. To greet all visitors and ensure that all visitors follow the procedure i.e. signing in, wearing a visitors badge, etc and waiting to be announced to who they are visiting. To communicate with the general public, relatives and patients, sometimes dealing with difficult and stressful situations, whilst maintaining tact and confidentiality, at all times. To manage the smooth and efficient administration of the reception area. To ensure that all visitors to the wards or departments are correctly challenged and that the visit is announced and agreed with the relevant area before they leave reception. To be responsible for allocating bleeps to appropriate staff and ensuring bleeps are in working order. To be responsible for booking patient transport as requested, as outlined in the Transport Policy. To assist the clinical staff in moving patient within the reception area i.e. by wheelchair. To assist with the collection of pharmacy/ blood sample/ specimen as requested To ensure all deliveries are signed for, and are promptly collected from reception and to be alert of security measures at all times. To be responsible for receiving all stores and good and distributing to all department. Maintain supplies of appropriate literature in the reception area. To be responsible and accountable for the safe keeping of all keys to units/departments held in reception out of hours. To respond in event of emergency alarm such as fire alarm and panic alarm and ensure is re-set. To participate in the training and development of new bank receptionists, ensuring that they follow guidelines laid down for the reception duties In the event of failure of the telephone system for the hospital, to be responsible to implement the necessary action plans to ensure that an emergency service is provided, until the fault is rectified. To be responsible for keeping the reception area to high standard. To provide an efficient administration and clerical service for the reception area. To provide word processing and administration for other departments (namely Fundraising and the Senior Management Team) as required To assist in providing requested information when audits and organisational surveys are taking place. To receive and sort incoming mail and allocate to appropriate departments To receive and frank all outgoing post ready for post collection. To be responsible for the franking machine and liaise with the Post Office for any changes affecting postal rates. To maintain all relevant directories and filing to enable easy access to information in the reception area. Maintain all receptions filing in such a way that it enables documents to be filed and retrieved in a prompt and efficient manner. To be responsible for the booking of the conference/meeting rooms/boardrooms. Ensure hospital premises are safe by carrying out Site patrols, CCTV monitoring, alarm monitoring and car park management. Complete daily reports of accidents or incidents and ensure the necessary action is taken. Assist in preventing acts of violence, crime or disorder. To ensure the highest levels of customer care at all times. To ensure all phone calls are dealt with, in a prompt, efficient and courteous manner. To greet all visitors and ensure that all visitors follow the procedure i.e. signing in, wearing a visitors badge, etc and waiting to be announced to who they are visiting. To communicate with the general public, relatives and patients, sometimes dealing with difficult and stressful situations, whilst maintaining tact and confidentiality, at all times. To manage the smooth and efficient administration of the reception area. To ensure that all visitors to the wards or departments are correctly challenged and that the visit is announced and agreed with the relevant area before they leave reception. To be responsible for allocating bleeps to appropriate staff and ensuring bleeps are in working order. To be responsible for booking patient transport as requested, as outlined in the Transport Policy. To assist the clinical staff in moving patient within the reception area i.e. by wheelchair. To assist with the collection of pharmacy/ blood sample/ specimen as requested To ensure all deliveries are signed for, and are promptly collected from reception and to be alert of security measures at all times. To be responsible for receiving all stores and good and distributing to all department. Maintain supplies of appropriate literature in the reception area. To be responsible and accountable for the safe keeping of all keys to units/departments held in reception out of hours. To respond in event of emergency alarm such as fire alarm and panic alarm and ensure is re-set. To participate in the training and development of new bank receptionists, ensuring that they follow guidelines laid down for the reception duties In the event of failure of the telephone system for the hospital, to be responsible to implement the necessary action plans to ensure that an emergency service is provided, until the fault is rectified. To be responsible for keeping the reception area to high standard. To provide an efficient administration and clerical service for the reception area. To provide word processing and administration for other departments (namely Fundraising and the Senior Management Team) as required To assist in providing requested information when audits and organisational surveys are taking place. To receive and sort incoming mail and allocate to appropriate departments To receive and frank all outgoing post ready for post collection. To be responsible for the franking machine and liaise with the Post Office for any changes affecting postal rates. To maintain all relevant directories and filing to enable easy access to information in the reception area. Maintain all receptions filing in such a way that it enables documents to be filed and retrieved in a prompt and efficient manner. To be responsible for the booking of the conference/meeting rooms/boardrooms. Ensure hospital premises are safe by carrying out Site patrols, CCTV monitoring, alarm monitoring and car park management. Complete daily reports of accidents or incidents and ensure the necessary action is taken. Assist in preventing acts of violence, crime or disorder.

• We require an experienced switchboard operator who has good interpersonal skills and a welcoming personality to be responsible for the reception area.
• This area is the first point of contact for patients and visitors so a friendly manner and excellent communication skills are essential.
• The role requires some light administration duties, so the successful applicants must be computer literate, as well as having the ability to be flexible and to act calmly under pressure., Experience within a customer service setting
• Call centre / Reception experience
• Experience within an NHS administrative environment

Skills and Abilities Essential

• Good verbal and written communication skills
• Computer literate
• Capable of remaining calm & professional in busy situations
• Ability to work as part of a team under supervision
• Attention to detail
• Organised and methodical
• Demonstrates an ability to project a professional attitude/image
• Good level of literacy and numeracy
• Good keyboard skills
• Ability to use own initiative, GCSE (or equivalent) or above in English language and Maths
• Knowledge of Microsoft packages
• Customer Service qualification/course completion

Desirable

• SIA License

Person Specification Experience Essential

• Experience within a customer service setting
• Call centre / Reception experience
• Experience within an NHS administrative environment

Skills and Abilities Essential

• Good verbal and written communication skills
• Computer literate
• Capable of remaining calm & professional in busy situations
• Ability to work as part of a team under supervision
• Attention to detail
• Organised and methodical
• Demonstrates an ability to project a professional attitude/image
• Good level of literacy and numeracy
• Good keyboard skills
• Ability to use own initiative, GCSE (or equivalent) or above in English language and Maths
• Knowledge of Microsoft packages
• Customer Service qualification/course completion

Mildmay Hospital is at the forefront of care and development of services in relation to complex HIV related conditions and step-down care for Homeless patients and Drug and Alcohol detox across London.

The Care Quality Commission rated us outstanding. Rehabilitation is our passion with a focus on Neuro cognitive impairment. We use a multidisciplinary (MDT) team approach to provide a range of holistic services to our patients and clients.