Overview
Norfolk and Norwich University Hospital, NR4 7YU
Shift 1 - Saturday - Sunday 07:30 – 13:30 – 5 hours (10 hours per week)
Shift 2 - Saturday – Sunday 13:00 – 18:30 – 5.5 hours (11 hours per week)
Salary: £24,461.58 pro rata per annum plus benefits
Here at Serco, we are looking for a Receptionist to join our team at Norfolk and Norwich University Hospital. The Hospital serves Norfolk, North Suffolk and beyond, providing almost one million outpatient appointments, day case procedures and in-patient admissions each year. The hospital has 1,200 beds, state-of-the-art facilities and works with the University of East Anglia to train health professionals with a focus on research.
The key purpose of this role is to provide a helpful and professional front-of-house Reception service in line with Trust and Serco requirements to maintain a safe and helpful hospital environment. The post holder will receive, direct and guide relatives and visitors to the site, projecting a professional, polite and informative service at all times.
Main Accountabilities
* Provide an effective and professional Reception service.
* Greet visitors, answer enquiries from relatives and visitors, and guide members of the public to requested locations.
* Wear correct uniform and PPE at all times.
* Comply with company policies and procedures; implement operational changes to develop the service.
* Maintain all required records and ensure paperwork is completed in line with Health and Safety, Quality, Serco and Trust policies and procedures.
* Participate as a full member of the team, supporting and engaging in training, and work flexibly to cover other team members when required.
* Undertake other ad hoc duties as prescribed by the line manager within scope of skill and capability.
* Handle face-to-face enquiries from visitors, patients and NHS Trust staff, and answer internal and external calls, taking messages as necessary.
* Process personal data in accordance with GDPR and internal data protection policies, ensuring confidentiality, integrity and lawful handling of information.
* Report Health and Safety hazards around the site as per procedures.
* Maintain reception areas and surrounding areas in a clean and tidy state at all times.
* Report incidents affecting the area to Estates or Soft Services helpdesk so the Trust or Serco support service can respond.
* Manage allocation and distribution of Validation passes in line with organisational policies and procedures.
* Coordinate pharmacy drops, ensuring timely and accurate drop-offs to patients in line with service requirements.
* Arrange patient transport (including taxis) to support access to healthcare services, maintaining clear records.
* Be trained in emergency procedures, including emergency admissions, urgent evacuation and responses to bomb threats.
* Disseminate appropriate information leaflets as required.
* Issue Patient Experience Surveys as required.
* Manage lost property and be a point of contact for items handed in, logging and securing them until handed over and signed as received by Security.
Systems and Equipment
* Use of PC-based systems.
* Use of switchboard and telephony equipment.
* Use of Computer Aided Facilities Management (CAFM) system.
* Use of Patient Access System.
* Conversant with protocols relating to patient confidentiality.
Other Skills and Knowledge
* Knowledge of site layout and local area.
* Knowledge of various transport systems and access to the hospital.
* Professional and sympathetic approach to people.
* Use of communication and recording systems.
* Completion of mandatory training as specified in the training plan.
* Ability to work under pressure.
* Project a polite and professional image at all times.
* IT literacy including Microsoft packages.
Acute Functions
* Provide a comprehensive Reception Service as the first point of contact for patients, visitors and staff.
* Deliver a welcoming, polite, knowledgeable and courteous service to all site visitors.
* Possess comparable skills to front-of-house hotel staff.
* Ensure enquiries are dealt with promptly and visitors receive help and assistance as required.
* Protect the rights and confidentiality of patients.
* Treat all patients, visitors and staff with dignity and respect.
* Be flexible and responsive to change.
* Contribute to safety and quality performance of Norfolk & Norwich University NHS Trust.
* Assist users with needs including language barriers or disabilities (sensory or physical) where applicable.
* Coordinate security and site administration tasks, including lost property and key management.
* Coordinate internal and external post services and requirements.
* Develop in-depth knowledge of the site where the receptionist is posted.
* Support additional administration and building management functions as needed.
Why Serco
Meaningful and vital work: Working in a hospital at Serco means you’ll play a critical role in ensuring patients continue to receive the support they need 24/7.
A world of opportunity: Serco supports internal progression; whether you specialise, move into team management or operations, you’ll find opportunities to evolve your career.
Great people: Hospitals are busy places; you will interact with staff, patients, visitors and your team, becoming a significant part of the hospital.
What We Offer
* Salary: Competitive salaries with annual reviews.
* Pension: Up to 6% contributory pension scheme.
* Holidays: 25 days annual leave plus bank holidays.
* Training and development: Wide range of learning opportunities with over 1,100 internal courses, funding for qualifications and apprenticeships, mentoring and internal progression.
* Wellbeing: 24/7 Employee Assistance Programme, health line, wellbeing app and health plans, discounts and more.
* Discounts: Access to savings across retailers and services.
* ShareSave: Save and buy Serco shares at a discount at the end of the savings period.
* Employee networks: Networks for support, discussion and community.
* Charity: Paid volunteering day and payroll giving options.
About Serco
Serco operates globally with 50,000 colleagues delivering essential public services across defence, transport, justice, immigration, healthcare and citizen services. We encourage diversity and inclusion and offer various employee networks and support programs. Reasonable adjustments are available at interview and throughout employment.
Apply
Please click the apply button to submit your application. Closing dates may move forward if volumes are high, so apply promptly.
We are an inclusive employer and will make reasonable adjustments for candidates. We encourage applications from a diverse candidate pool. For help with your application contact 0345 010 4000.
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