Job title: Bank Receptionist
Base: Opportunities across SW London.
Contact: Theresa Dudley – Theresa.dudley@nhs.net
Accountable to: Shift Manager
Key working Shift supervisor, duty doctors,
Relationships: and Operations managers
Hours of Work: Zero hours contract - see times below
Pay rate: Starting at £12.21 per hour
Job summary
To be responsible for reception duties, being point of contact for patients arriving at the SELDOC Healthcare Out of Hours (OOH) bases, being friendly and courteous manner, exercising discretion and confidentiality at all times and dealing with queries and making sure the appointment system operates efficiently.
Key duties and responsibilities
a) Ensuring that the site is open and ready for the start of the shift and locking the site up securely at the close of a shift.
b) Setting up equipment and paperwork ready for the arrival of both Doctors and patients.
c) To welcome all patients who attend SELDOC Healthcare bases in a courteous and professional manner.
d) To operate the appointment system for patients required to attend SELDOC Healthcare bases.
e) To answer enquiries, ensuring that these are dealt with promptly, prioritising urgent calls and recording and passing on accurate and timely messages.
f) To accurately review Adastra computer database systems.
g) To safeguard all SELDOC Healthcare’s equipment and property securely at the end of each shift.
h) To report any potential hazards /risks immediately to the Shift Manager.
i) To work with patients to provide feedback on the services they have received, as requested.
j) To ensure the waiting room is maintained with up to date notices and information.
k) To carry out ad hoc general office administrative and house-keeping duties as requested by the supervisor or management staff to help ensure the smooth running of the office, when there are ‘slack periods’
Corporate responsibilities
l) To complete/attend all Mandatory training for the role as identified by the organisation
m) To carry out the role in line with SELDOC Healthcare Operating Policies and procedures
n) To work as part of the team to ensure a positive and productive team environment is developed and maintained at all times
o) To report incidents and complete documentation as required
p) To support colleagues in ensuring operational and management cover is available across all work streams
q) To maintain patient and staff confidentiality at all times
Other duties
This job description is an outline only and is not definitive or restrictive in any way. It may be reviewed and amended in light of changing circumstances following consultation with the post holder.
Working Hours
Friday:
19:45-00:14
Saturday:
18:45-00:14
Sunday:
18:45-00:14
Education/Qualifications
5 GCSE/NVQ or equivalent
Customer Service Qualification
A levels
Experience
Experience working with databases
Experience with customer service in Health or Health allied industry
Dealing with demanding customers
Working with confidential, sensitive information in NHS setting
Knowledge of ADASTRA
NHS Complaints Procedure
Knowledge
Working knowledge of Microsoft and Office Software and/or databases for patients records/information
Good telephone manner
General Practice processes, services
Qualities and Skills
Excellent written, verbal and non-verbal communication
Able to work to high standards
Able to follow protocols
Ability to prioritise own workload
Able to work under pressure while maintaining the required standards
Ability to work in a multidisciplinary team
Other
Ability to work respecting equality and diversity requirements with colleagues and patients
Ability to cover shifts at short notice at other sites
Flexible approach to tasks