Receptionist / Administration assistant

Job summary

To provide a comprehensive, effective, accurate and timely service to healthcare professionals, patients and their representatives attending the Urgent Treatment Centres.

Demonstrate excellent communication skills, be patient focused and possess the ability to multi-task and prioritise, paying particular attention to detail.

The ability to work independently and as part of the wider team in order to provide a comprehensive, safe and efficient service ensuring patients receive the best possible service

Main duties of the job

To act as a first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude

To accurately record patient details on IT programmes as required

To be flexible in cover in the absence of colleagues as required, including covering at short notice ensuring a 24hr cover at all times

To communicate accurately and effectively via telephone, email and face to face

To accurately complete any documentation that is required to process referrals into and out of the service.

About us

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve the quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as "Good" by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Job responsibilities

1. To provide efficient and confidential support to the Urgent Treatment Centres, by delivering a comprehensive, high quality, accurate reception service.

1. Ensure that all enquiries are completed according to departmental procedures and within set quality standards.

1. To provide a comprehensive service where the service user/professionals receives a full explanation and response to their enquiry.

1. To communicate accurately by telephone, email and other appropriate means.

1. To keep accurate records of all referrals into the Service.

1. To accurately complete any documentation that is required to process referrals into the service.

1. To accurately record patient details on IT programmes as required.

1. To file all registration documents and keep in the department for statistics and auditing purposes.

1. To maintain an effective electronic and paper based filing system.

1. To be directly involved in any pilots, programmes or initiatives within the Urgent Treatment Centres.

1. To support all staff at the Urgent Treatment Centres to ensure that the service runs effectively and efficiently.

1. To provide reports from the IT systems as required and send appropriately as instructed.

1. To use a variety of communication styles to ensure effective telephone/face to face communication; this includes working with those who may have difficulties in communication, who are vulnerable, from a range of cultural backgrounds.

1. To deal with and support patient pathway as they are developed and agreed within the health care system.

1. To continuously work to develop systems that will improve the efficiency, effectiveness and support the smooth running of the department.

1. To attend mandatory training sessions and undergo training/development as required.

1. To take part in the annual PDR appraisal training.

1. To assist in training i.e. supporting new staff within the Department as part of the induction process

1. To adhere to all local and Trust wide policies and procedure.

1. To ensure that effective lines of communication are maintained between the service and other members of the Trust.

1. To act as a first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude.

1. To liaise with staff at all levels across the Trust on matters relating to the department.

1. To liaise with professional groups, individuals and agencies regarding the department.

1. Attending meetings, taking notes/minutes if required.

1. To manage competing demands in work time and priories work when necessary.

1. To collect and open all incoming post, prioritising and actioning.

1. To be flexible in cover in the absence of colleagues as required, including covering at short notice ensuring a 24hr cover at all times.

1. To escalate to the Administration Managers any issues or risks identified in the service.

Person specification

essential

Essential

• recognised qualification in English and mathematics
• Demonstrate IT competence gained through experience
• Ability to work in pressured enviroment
• Excellent written and verbal communication skills
• Ability to work as part of a team
• Ability to work on own initiative
• Ability to work flexibly Bank Holidays weekends late and night shifts
• Ability to deal with sensitive situations. Demonstrate customer focused problem solving approach
• Approachable and calm manner

Desirable

• Experience of working with UTC systems Adastra/ systmone/ Careflow
• Experience of working in an NHS environment or similar