Receptionist/Switchboard Operator

DiabloRosso; East Midlands; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare facility in East Midlands is seeking a front desk coordinator to manage visitor interactions and handle inquiries. The role demands strong organisational and communication skills, proficiency in administrative activities, and a commitment to providing excellent service in a fast-paced environment. Join a compassionate team dedicated to improving lives with a CQC rated 'GOOD' standard.

Qualifications

• Ability to manage front desk operations efficiently.
• Experience in handling inquiries and telephone calls.
• Proven professionalism in dealing with patients and external agencies.

Responsibilities

• Greet visitors and patients courteously.
• Respond to telephone calls and inquiries promptly.
• Provide general office support and assist in administrative tasks.

Skills

Strong organisational skills

Strong communication skills

Proficiency in administrative tools

Job description

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

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

Key Responsibilities

• Front Desk Management
• Greet visitors and patients professionally and courteously, creating a welcoming atmosphere.
• Telephone and Inquiry Handling – responding to telephone calls promptly, ensuring inquiries are handled with efficiency and professionalism.
• Relay messages accurately in accordance with Trust Policies and Procedures.
• Assist with administrative tasks, including room bookings, data input and word processing, to ensure smooth ward operations.
• Provide general office support, such as filing, document preparation and managing correspondence.
• Coordinate transportation services as needed and act as a communication link between the ward and services such as Estates, Porters and IT, reporting and following up on any issues.
• Provide support during staff absences by adapting to changing priorities and ensuring continuity of service.

Additional Responsibilities

• Respond to all telephone calls in a prompt, courteous and efficient manner, ensuring they are routed to the correct destination in a timely manner.
• Provide a professional reception service for all callers and visitors to the Unit, applying highly empathic and reassurance skills when communicating with service users or visitors who may have barriers to understanding.
• Provide general non‑clinical advice, information, guidance or ancillary services directly to patients, clients, relatives or carers such as directional advice and switchboard service information.
• Maintain client confidentiality at all times, disclosing Trust information only to authorised persons and complying with the Data Protection Act.
• Listen to and assess complex calls for facts/situations both clinically and non‑clinically to determine the most suitable route from a range of options (e.g., which bleep holder for in‑area or out‑of‑area beds, ward allocation, emergency alarms, fire, police, etc.).
• Respond to emergency, fire and intruder alarm calls, alerting key personnel as specified in standard operating procedures, ensuring the Trust 666 emergency procedures are followed and the front door of the unit is secured following instructions from clinical staff.
• Operate internal bleep paging, send texts out of hours to GPs for sickness cover and follow up with doctors if required.
• Issue pagers and mobile phones and record such information as required by Trust procedures.
• Follow the on‑call arrangements for medical and estates services, including DHCFT and DCHS medical and estates on‑call rotas.
• Book online and query taxis, recording data as requested; maintain an accurate record of incidents that occur.
• Ensure the safe central storage and issue of keys to authorised personnel, dealing with temporary swipe card access including swipe card activations.
• Receive mail and parcels and ensure they are franked or distributed safely; playback agreed CCTV for clinical staff as authorised.
• Use Trust IT systems (e.g., System One/Net 2, door access systems) for appropriate switchboard work.

Skills and Attributes Required

• Possess strong organisational and communication skills.
• Demonstrate professionalism in dealing with patients, staff and external agencies.
• Be proficient in administrative tools, such as word processing and data input.

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.

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".

Please see attached job description.