Job Overview
Job Title: Receptionist
Band: 3
Hours: 37.5 hours per week
Main Base: Mon‑Fri 37.5 hours, Office Based across two sites – Fairfield’s House, Kingsbury (NW9 0PS) and Bell House, Willesden Green (NW10 2NS). Staff may also work at other Trust locations.
Responsible To: Senior Administrator
Accountable To: Talking Therapies Service Manager
Key Relationships: Service Users and Carers, Social Services, GP’s, medical and voluntary agencies, internal and external statutory support agencies and departments.
Job Purpose
To provide an efficient and courteous ‘front of house’ reception service at two sites. Attend telephone callers, forward calls from the switchboard, answer questions from relatives and professionals, handle internal calls and keep associated records. Manage a generic team inbox, respond to messages and update the database (iaptus).
Provide administrative support to the operational team, including sending letters by Docman and Hybrid, assisting with audits, distributing post, disseminating information, maintaining electronic databases, arranging room bookings and other tasks to enhance clinical and non‑clinical activity.
The position is supervised and requires team support, sharing work and covering leave as needed.
Responsibilities
* Handle telephone calls from clients and agencies, using discretion and referring complex matters to senior staff; take messages as required.
* Ensure all messages (verbal, written, telephone) are passed to the correct discipline within agreed timescales.
* Address enquiries or complaints from the public and patients, referring to appropriate officers and ensuring timely action.
* Deliver a high‑quality administrative, clerical and reception service for patients and carers.
* Maintain office supplies, place orders with procurement.
* Carry out subject access requests within timeframes and confidentiality policies.
* Show kindness and compassion; create a safe, friendly and caring environment with respect, courtesy and dignity.
* Use initiative in administrative work, plan and coordinate workload to meet deadlines and objectives.
* Maintain an electronic team diary, tracking staff location and keeping an up‑to‑date record of mobile and emergency numbers.
* Assist with filing, photocopying and other ad‑hoc duties.
* Participate in departmental meetings and contribute to service provision.
* Understand health and safety and fire regulations and assist in maintaining a safe environment.
* Open and close the building during appropriate shifts.
* Adhere to the Data Protection Act and confidentiality requirements for patient and staff data.
* Act as an active member of the multidisciplinary team.
* Maintain confidentiality when handling client and staff matters.
* Undertake any other duties reasonably required by the service.
* Assist with the input and retrieval of client details, statistics and clinical information using spreadsheets, databases or business information systems.
* Update patient database (iaptus) accurately following policies and procedures.
Person Specification
Education and Qualification
Essential criteria
* GCSE Maths & English (Grade C or above) or equivalent.
* RSA III or NVQ III or extensive secretarial experience.
Desirable criteria
* Experience within NHS setting.
Experience
Essential criteria
* Relevant qualification or experience or secretarial experience.
* Experience providing receptionist duties and dealing with members of the public face‑to‑face and on the phone.
* Experience working with staff at senior level.
* Experience working in a health or health‑related environment.
Desirable criteria
* Work within multidisciplinary teams.
Skills and Knowledge
Essential criteria
* Good keyboard skills.
* Knowledge and understanding of mental health or medical terminology.
* Familiarity with medical reference or related software.
Desirable criteria
* Knowledge of Client Administration Systems.
Other
Essential criteria
* Ability to understand and implement the Equal Opportunities Policy at a level appropriate to the job.
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