UEM Receptionist

Imperial; City of Westminster; On-site; GBP 21,000 - 25,000; Full time

Job summary

Imperial College Healthcare NHS Trust is seeking a Receptionist to join the Urgent and Emergency Medicine Directorate, including the Same Day Emergency Care service. You will greet patients, relatives and visitors and support front-line operations in a busy 24/7 environment.

The role requires booking patients, answering calls, managing patient information and completing administrative tasks to ensure timely access to care across Emergency Department and SDEC.

Qualifications

• Experience in an office environment and customer-facing roles.
• Ability to work in a high-pressure environment within a hospital setting.
• Experience of working in NHS or healthcare environments is desirable.
• Proficiency with standard IT tools and hospital ICT systems.

Responsibilities

• Provide high level of customer care and communicate effectively with patients and visitors.
• Monitor waiting area welfare and escalate concerns to the clinical team.
• Cover receptionist roles across the UEM directorate as needed.
• Keep electronic patient records up to date in Cerner and ensure timely documentation.
• Participate in inductions, training and patient surveys as required.
• Assist in training new clerical staff within the department.

Skills

Methodical

Under pressure

Shift work

Windows skills

Cerner knowledge

Diversity aware

Education

General education

GCSE Maths

Tools

Cerner

Job description

Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary’s, Queen Charlotte’s & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 16,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Job overview

Receptionists working within the Urgent and Emergency Medicine (UEM) Directorate, including the Same Day Emergency Care (SDEC) service, are the first point of contact for patients, relatives, carers and visitors attending the department. They are expected to demonstrate a high level of professionalism, compassion, courtesy and respect when greeting and assisting patients.

Working in a busy and fast-paced environment across both the Emergency Department and SDEC, UEM Receptionists are responsible for booking patients into the appropriate clinical area, answering telephone enquiries, managing patient information and undertaking a range of administrative duties to support the safe and effective running of the service.

The role requires close collaboration with clinical and administrative colleagues to ensure patients are directed appropriately and receive timely access to care. Receptionists may be required to work across different areas within the UEM Directorate to meet service needs.

The Emergency Department operates 24 hours a day, 365 days a year, including bank holidays, and SDEC services may also operate extended hours. You will be rostered to work a range of shift patterns which may include days, evenings, nights, weekends and bank holidays, depending on service requirements.

Main duties of the job

• To maintain a high level of customer care at all times. To liaise and
  communicate effectively and sympathetically with all visitors and
  patients to the department.
• Monitor the welfare of patients in the waiting area and notify a member
  of the clinical team if concerned about a patient wellbeing. Escalating when there are patients that are deteriorating in the waiting area.
• To cover service needs across all receptionist roles in the UEM
  directorate.
• To ensure the electronic patient record in Cerner is as up to date and
  accurate as possible, to the best of our knowledge. Ensure that patient records, notes, letters etc. are prepared and scanned within the agreed timescale.
• To participate in any induction or training opportunities.
• To assist and carry out any patient surveys or questionnaires.
• To assist in the induction and training of new clerical staff in the department.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Environmental sustainability
Climate change and poor air quality is a health emergency that harms people’s health and wellbeing and widens health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan .

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews, please view the Job Description attachment with the job advert.

Person specification

Education/ Qualifications

• Good General Education
• GCSE Maths

Experience

• Experience working in an office environment.
• Experience of working in a customer focus environment.
• Experience of working in a high-pressure environment
• Ability to prioritise workloadExperience of working in a hospital setting / NHS experience
• 1 year experience working in an office environment.

Skills/Knowledge/ Abilities

• Methodical and accurate
• Ability to work under pressure
• Ability to cope with demanding workload
• Ability to work in shift patterns including night shifts / weekends
• Microsoft windows skills
• Knowledge of Cerner and other in house ICT systems.
• Ability to work in an environment that (copilot). Diverse population / demographic that we serve.

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK

We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with general data protection regulation (GDPR).

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.