Receptionist - Acute Medical Unit

NHS; Norwich; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a dynamic team at a leading NHS trust, where you will play a vital role in delivering exceptional patient care. As a receptionist, you will be the first point of contact for patients and their families, handling inquiries and administrative tasks in a fast-paced environment. This role offers the chance to develop valuable skills while making a real difference in people's lives. With a supportive team and a commitment to excellence, you will thrive in a role that is both challenging and rewarding. Embrace the opportunity to contribute to a healthcare setting that values respect, dedication, and integrity.

Benefits

Fast Track Staff Physiotherapy Service

Multi Faith prayer room

Discounted gym memberships

Excellent pension scheme

Wagestream - access to pay as you earn

Free Park & Ride service

Free 24-hour confidential counselling support

On-site Nursery

On-site cafes with staff discounts

Flexible staff bank

Qualifications

• Good literacy and numeracy skills are essential for this role.
• Experience in clerical work, especially in NHS or customer service, is preferred.

Responsibilities

• Provide administrative support including managing patient case notes and admissions.
• Deliver excellent customer service as the first point of contact for patients.

Skills

Customer Service Skills

Communication Skills

IT Keyboard Skills

Organizational Skills

Confidentiality Awareness

Multi-tasking

Education

Good general standard of literacy and numeracy

Tools

Patient Administration System (PAS)

Symphony system

Job description

We are looking to employ highly motivated and organised individuals to join our busy receptionist team covering across 3 Acute Medical units plus our Same day emergency care Department.

The Department is extremely busy, and the work is challenging, fast moving and sometimes of a sensitive nature.

The post will involve dealing with telephone and face-to-face enquiries and a full range of administrative and clerical duties including the keeping of IT systems up to date with patients details and the patients journey within their hospital stay.

We are looking for applicants that can prioritise, have excellent customer service skills, be dedicated and courteous and will also have excellent verbal and written communication skills and IT keyboard skills with a methodical approach. You must be able to deal with sensitive/confidential issues, be flexible and be a team player and ready for the challenge that this demanding but rewarding role will present.

We are looking for applicants to work all shift patterns that run over a 24-hour period, 7 days a week, 365 days a year. You will be required to cover early, late, night and weekend shifts.

In return, we can offer you a job role with purpose and by joining us you can also access a competitive benefits package, including fantastic annual leave allowance.

Main duties of the job

We are looking for friendly and enthusiastic people who would like to make a difference working frontline in a role which is at the heart of the NHS. You will work alongside our receptionists, nurses, and other allied professionals. This role will include meeting and greeting patients and relatives as the first point of contact. Providing telephone coverage, admitting patients using the relevant computer systems and update as necessary for the duration of the patients stay whilst on AMU, and other general receptionist duties.

As a team and as a department working within one of the largest hospitals in the UK in terms of inpatient capacity, we strive to provide the best experience to all from the initial first greeting to the end of the patients journey within AMU always demonstrating the NNUH's pride values.

If you are interested in joining our reception team and feel that you could bring a positive approach and you're looking for a rewarding supportive job role and feel you could make a difference, then AMU is the place for you.

About us

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!

The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.

We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity.

We can offer you the full range of NHS benefits/discounts and in addition:

• Fast Track Staff Physiotherapy Service
• Multi Faith prayer room
• Discounted gym memberships
• Excellent pension scheme and annual leave entitlement
• Wagestream - access up to 40% of your pay as you earn it
• Free Park & Ride service direct to NNUH site
• Free 24-hours confidential counselling support
• On-site Nursery
• On-site cafes offering staff discounts
• Flexible staff bank
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

Job responsibilities

What AMU offers?

• Working on AMU would require you to work the following shift patterns 6am-2pm, 2pm-10pm, 10pm-6am. This will include weekends, bank holidays and include working over Christmas, Easter and New Year.
• Gaining life skills within a fast-paced job role dealing with many different scenarios daily.
• Having the opportunity to participate in further education to obtain extra qualifications for example: NVQ business and administration and NVQ Customer services.
• The ability to increase your confidence and the opportunity to make a difference working within the NHS.
• You will obtain good IT skills, strong communication skills and will be able to work on your own initiative as well as under the direction of your colleagues within all areas of AMU.
• Become part of a friendly dynamic team.
• You will gain confidence in a hardworking but rewarding job role.

To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUHs PRIDE values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.

• Ensure Patients Case Notes are prepared and available in a timely fashion.
• To accurately record the case notes movement and location on Patient Administration System (PAS).
• Making up patient admission packs in advance of admissions, including producing duplicate label sets, preparing wrist bands, bed cards etc.
• Keep records up to date by using PAS. i.e. Patients referrals, admissions and transfers/discharges from the unit in line with the Trust PAS User Policies.
• File and prepare Patients Case Notes on Discharge in order to prepare clinical coding form for patient episode and ensure it is completed by medical staff on a daily basis.
• Arrange where appropriate follow-up outpatient appointments.
• Ensure that admission procedures and regulations for Overseas Visitors are met including EC patients.
• Bed allocation to ensure information from the nursing staff on discharge/transfers are updated on the patient location board liaising with the Bed Manager and Ward Coordinator on a regular basis throughout the day.
• Manage incoming non-medical telephone calls and deal with them appropriately. To use the fax machine as and when required.
• Manage incoming telephone calls and accurately record patient details on the Symphony system.

Please see the attached job description for full details.

Please note that this advertised position, which is part of occupation code 4216 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.

Person Specification

Qualifications

• Good general standard of literacy and numeracy.

Experience

• Previous clerical work including data input.
• Experience in NHS or customer service organisation.

Skills

• Good communication and interpersonal skills.
• Flexible - able to multi-task and prioritise.
• Understanding of the need for confidentiality.
• Effective role model, demonstrating NNUH's PRIDE values of People focused, Respect, Integrity, Dedication and Excellence.

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.