Receptionist/Switchboard Operator

Information:

This job is now closed

Job summary

To provide an efficient and courteous front of house service to all telephone callers, forwarding calls from the switchboard, answering non-clinical calls from relatives, etc., dealing with internal calls, and keeping associated records. The role also involves providing a reception service for visitors or patients on arrival at the hospital. There may be an opportunity to work additional hours to cover annual leave and sickness.

This advertisement may close earlier if a high number of applications are received.

Main duties of the job

Key Responsibilities

• Front Desk Management
• Greet visitors and patients professionally and courteously, creating a welcoming atmosphere.
• Handle telephone inquiries promptly, ensuring professionalism and efficiency.
• Relay messages accurately following Trust policies and procedures.
• Assist with administrative tasks such as room bookings, data input, and word processing to ensure smooth ward operations.
• Provide general office support, including filing, document preparation, and managing correspondence.
• Coordinate transportation services as needed.
• Act as a communication link between the ward and services like Estates, Porters, and IT, reporting and following up on issues.
• Support staff during absences by adapting to changing priorities and ensuring service continuity.

Skills and Attributes Required

• Strong organizational and communication skills.
• Professionalism in dealing with patients, staff, and external agencies.
• Proficiency in administrative tools such as word processing and data entry.

This position offers a fulfilling experience where no two days are the same. You will play a vital role in ensuring the smooth operation of our facility and in delivering exceptional service to all visitors and staff.

About us

Join 'Team Derbyshire Healthcare' and become part of a talented, compassionate, and enthusiastic workforce committed to a vision of 'making a positive difference in people's lives'.

CQC rated us as 'GOOD' overall, commenting on how our colleagues "treated patients with compassion and kindness" and "felt positive and proud about working for the trust".

Job responsibilities

Please see attached Job Description.

Key result areas (Main duties/responsibilities)

1. Respond promptly and courteously to all telephone calls, ensuring they are directed to the correct destination in a timely manner.
2. Provide a professional reception service for all callers and visitors, applying high levels of empathy and reassurance, especially when dealing with barriers to understanding or emotive situations.
3. Maintain client confidentiality at all times, disclosing information only to authorized persons, and adhering to the Data Protection Act.
4. Assess complex calls to determine the appropriate response, including directing to specific wards, handling emergency alarms, or contacting emergency services.
5. Respond to emergency, fire, and intruder alarms, following standard operating procedures, and ensure the security of the unit following staff instructions.
6. Operate internal bleep paging systems, send out-of-hours messages to GPs, and follow up with calls as needed.
7. Issue pagers and mobile phones, recording such transactions according to Trust procedures.
8. Follow on-call arrangements for various services, logging activities as required.
9. Ensure emergency plans are executed and recorded during major incidents or emergencies.
10. Book taxis online and record data accordingly.
11. Maintain accurate incident records.
12. Manage the storage and issuance of keys and swipe cards following guidelines.
13. Receive and distribute mail and parcels securely.
14. Playback CCTV footage for clinical staff following authorization.
15. Use Trust IT systems such as System One and Net 2 for relevant switchboard tasks.

Person Specification

Experience

• Previous front-of-house experience
• Good understanding of Microsoft Office packages (Word, PowerPoint, Excel)
• Experience working within the NHS
• Experience working in a busy environment

Skills

Disclosure and Barring Service Check

This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A disclosure check will be required to verify absence of relevant criminal convictions.

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