Receptionist Perioperative Service

Queen Victoria Hospital NHS Foundation Trust; East Grinstead; Remote; GBP 21,000 - 25,000; Full time

Job summary

Queen Victoria Hospital NHS Foundation Trust in East Grinstead seeks a Receptionist to provide administrative support to Main Theatres and Hand Trauma, ensuring patients are welcomed professionally and details are recorded accurately.

You will work with the clinical team, handle non-clinical enquiries with empathy, manage front-of-house duties, and maintain strict confidentiality while training on our IT systems is provided.

Qualifications

• Good standard of secondary education including GCSE English.
• Excellent command of English, written and verbal.

Responsibilities

• Greet patients and visitors at the reception.
• Answer non-clinical enquiries professionally and empathetically.
• Undertake clerical duties as directed by clinical staff or manager.
• Book patients for procedures and update demographic details in booking systems.
• Enter basic data and maintain records in IT systems.

Skills

Customer service experience

Confidentiality

IT systems

Communication skills

Education

GCSE English

Tools

Patient Administration System (PAS)

Job description

The post holder will manage the Reception desk and provide administrative support in the following areas, Main Theatres and Hand Trauma.

You should be confident in dealing with issues of confidentiality and ensuring patients details are accurately recorded.

You will work collaboratively alongside the clinical Team to ensure all service users are welcomed in a professional manner.

The post holder should have excellent communication skills, be a team player and have the ability to adapt to changes in the service as required.

A good level of clerical experience is required, and good working knowledge of IT systems, although full training of our systems will be provided.

Main duties of the job

To manage the Reception desk including greeting patients and visitors and directing them to the appropriate service.

To answer all non-clinical enquiries in a professional, empathetic, polite and courteous manner.

To undertake clerical duties as directed by clinical staff on duty or the Clinical Services Manager.

Working for our organisation

Rated GOOD overall with outstanding care by the CQC. A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond.

A centre of excellence, with an international reputation for pioneering advanced techniques and treatments. Everything we do is informed by our passion for providing the highest quality care and the best clinical outcomes.

At QVH we are proud of our achievements and our specialist services continue to record excellent clinical outcomes for patients. We regularly receive excellent results from patient satisfaction surveys and on average 98% of inpatients say they would recommend the hospital to their family or friends.

Our success is underpinned by the skills and enthusiasm of our staff and a strong culture of partnership. We are fully committed to training and development of the workforce with support for continuing education and learning.

Detailed job description and main responsibilities

The post holder is expected to deliver a responsive and high quality service to patients and their relatives/ carers.

Present a positive image of the service and the Trust by offering a warm welcome and reassurance to patients and relatives/ carers who may be anxious upon their arrival.

Manage the reception desk and ‘front-of-house’, greeting patients and visitors, ensuring they are directed to the appropriate waiting area or other departments as required.

Book patients in for the procedures, entering / updating demographic details on to appropriate booking systems.

Key responsibilities

• Manage the reception desk and ‘front-of-house’, greeting patients and visitors, and ensure they are directed to the appropriate waiting area or other departments, as required, keeping them regularly informed of any delay.
• Answer all non-clinical enquires either face to face or by telephone which may be of a sensitive nature in a professional, empathetic, polite and courteous manner.
• Take and relay accurate messages for clinical staff and prioritise information as required.
• Liaise with medical secretaries and ward clerks in other areas / departments across the Trust.
• Deal with queries and challenging patients at reception knowing when to elevate to senior staff or when to request assistance.
• Undertake clerical duties as directed by clinical staff on duty or the Clinical Service Manager.
• Report any problems to the clinical lead / Clinical Services Manager as appropriate.
• Book patients into the Unit, entering / updating demographic details on to Patient Centre / the Patient Administration System (PAS); compile notes / arrange for existing notes to be located / identified and delivered/ collected in advance of appointments / clinics after discharge from the unit.
• Book patients into Review clinic as directed by Clinical Team Leader/Service Manager as appropriate.
• Collect and deliver post for both internal and external mail.
• Collect and deliver notes to other departments within the hospital under the direction of clinical staff.
• Undertake photocopying activities and the distribution of copies as required.
• Collate stationery requests for ordering as and when required.
• Ensure the waiting area are clean and tidy, reporting any issues to the Clinical Service Manager.
• Undertake daily and monthly filing. Arrange transfer of files to Medical Records.
• Enter basic data onto standard programmes (for example, using Excel).

Qualifications

• A good standard of secondary education to include GSCE English or able to demonstrate knowledge within this field through practical experience
• Excellent command of English both written and verbal

Experience

• Dealing with the public/ customer service experience
• Knowledge and evidence of use of computer systems to enter data accurately

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.