Receptionist/Administrator

Dorking Healthcare Ltd.; Merstham; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

NHS pension

27 days annual leave plus bank hols

Employee Assistance Programme

Training and career progression

Free on-site parking

Job summary

Dorking Healthcare Ltd. is seeking a Receptionist/Administrator for the Outpatients Department. You will welcome patients, handle bookings, answer calls, and support staff with routine administrative tasks while ensuring patient confidentiality and high-quality service.

The role requires flexibility with shift patterns across sites, including evenings and weekends, and travel to other sites as needed. Experience in NHS reception and proficiency with MS Office are preferred.

Qualifications

• Previous patient or customer facing experience is essential.
• Excellent communication skills and attention to detail.
• Able to multitask in a fast-paced environment and maintain confidentiality.

Responsibilities

• Greet patients and provide reception services at the Outpatients Department.
• Book and reschedule appointments via phone, SMS and letters.
• Answer calls and emails and manage incoming post.
• Maintain patient records and ensure data protection and confidentiality.

Skills

MS Office

Data protection

NHS reception experience

Communication

Education

Good standard of education

Tools

SystmOne

Job description

The role of the Receptionist/Administrator is to provide reception services and administrative support to staff within the Outpatients Department. The team undertake a wide variety of admin tasks including, checking patients in for appointments, booking appointments, answering telephone queries and processing incoming post. The role would suit some one who is good at multitasking, problem solving with an empathetic nature, who has a passion for helping patients and providing excellent customer service.

The reception team is currently made up of 12 staff members who cover the Outpatients activity predominately based at Dorking & Redhill with travel to our other sites in Epsom and Warlingham. The staff work on a rota basis, which includes some evenings and weekends, Monday to Saturday, the shift pattern varies from week to week with no set days, only set hours.

The ideal candidate will have previous patient or customer facing experience and excellent communication skills. Within this fast-paced environment it is necessary to remain calm and maintain a high level of attention to detail. You will be able to help manage the workload efficiently and effectively on a daily basis to facilitate the patients care being as smooth and efficient as possible.

We will provide the training necessary to use our inhouse IT systems, however a good working knowledge of Microsoft Office would be beneficial. You will be required to maintain patient confidentiality at all times.

Main duties of the job

The role will be shift based at all sites, predominately based at Dorking & Redhill with travel to our other sites. To undertake tasks essential to the smooth, effective provision of quality care and efficient level of service for patients and their families. This will include covering the reception at DHC for some evenings and weekends on a rotational basis.

It is essential that the post holder exercises initiative and judgement whilst maintaining a high level of confidentiality and diplomacy at all times without immediate access to line supervision.

You must be eligible to work in the UK as we are unable to offer visa sponsorship for this role.

Please note we may close this vacancy early depending on the number of applications.

About us

Dorking Healthcare (DHC) is an organisation that provides a wide range of quality healthcare services in Surrey and Sussex. We are registered with the CQC (Care Quality Commission) receiving a Good status in our most recent inspection, we are an accredited AQP (Any Qualified Provider). Our vision is to continually improve local services for patients by offering first-class care and shorter waiting times.

A can-do attitude is a vital asset at DHC and we are looking for like-minded individuals to work with us who share the same approach and work ethic.

The benefits we offer include:

• Membership of the NHS pension scheme
• 27 days annual leave plus bank holidays, increasing with length of service
• Access to an Employee Assistance Programme
• Opportunities for training, development and career progression
• Some of our sites have free on-site parking (subject to availability)

We aim to be an employer of choice and conduct annual staff satisfaction surveys.DHC actively encourage and promotes diversity, ensures all voices are heard and included and is committed to equal opportunities for all.

Job responsibilities

Duties and responsibilities

To liaise and be the first point of contact for clinicians, staff, patients, carers and non-clinical service providers utilising and visiting the hospital.

To respond appropriately to contentious, sensitive and difficult enquiries to ensure a satisfactory conclusion.

Responsible for answering incoming calls and emails, dealing with their requests for information effectively.

Booking and rescheduling patient appointments via telephone, SMS and letters.

To reschedule appointments and clinics when requested and by the deadlines specified, using the computerised system.

To maintain and update records as appropriate.

To receive and dispatch mail promptly.

To ensure appropriate handover of information relating to reception/ administrative work.

To attend regular meetings within DHC, maintain and keep up to date with working procedures.

To manage own workload efficiently and effectively on a daily basis with a degree of autonomy.

Maintain confidentiality at all times.

Make decisions pertaining to the smooth and efficient running of the department acting independently but where necessary referring problems to management or the appropriate consultant via the quickest route possible.

The post holder must maintain the confidentiality of information about patients staff and DHC business in accordance with the Data Protection Act 1998 and Caldicott principles.

Person Specification

Experience

• Computer literate (MS packages and databases)
• Data protection in a health care environment
• Previous NHS experience in a reception/administration role
• Experience of SystmOne

Attributes

• 'Can do attitude to daily tasks, adversity and new ways of working.
• Full clean driving licence and own vehicle

Skills

• Ability to communicate effectively with a diverse group within the community
• Ability to maintain confidentiality at all times
• Ability to prioritise workload
• Excellent attention to detail to maintain accurate patient records
• Working as part of a team SystmOne (NHS database)

Qualifications

• Good standard of education
• (Numerate and good standard of English)

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.