Job summary
Co Durham and Darlington Sexual Health Service is a dynamic forward‑thinking service which requires 3 efficient, courteous and professional part‑time receptionists. The roles are for various hours per week supporting the administrative running of Genito‑Urinary Medicine clinics in Bishop Auckland and Durham Hospitals and contraception clinics across a variety of settings across County Durham. This is subject to change and requires the post holder to travel independently between clinics.
Main duties
1. Responsible for the reception of patients and visitors into the department and all reception duties concerned (e.g. sorting post, filing, stock monitoring, delivery checks, etc.) and the competent and accurate use of the bespoke patient information system Inform. Also ensuring all confidentiality and data protection policies and procedures are adhered to at all times and are embedded within the culture of the team.
2. Process enquiries from internal and external organisations/departments and from patients and the general public regarding making appointments, obtaining results and any other enquiries relevant to the department. Ensure all enquiries are dealt with in a prompt, responsive and courteous manner at all times, including potentially distressed, abusive or complaining customers, so they are satisfied with the service provided by the administration team and the Trust is portrayed in a positive manner.
3. Responsible for the timely and accurate clinic management of appointments and clinic lists on the Inform system and have a basic knowledge of the services terminology whilst ensuring that all appointments which require cancelling or amending are reallocated.
4. Responsible for registering new patients on the Inform system ensuring data is retrieved and recorded accurately.
5. Generate and send out letters where requested to patients inviting them to contact the department to make an appointment, taking account of clinic procedures.
6. Inform patients of negative test results by their preferred method of contact from their Inform patient record whilst maintaining strict patient confidentiality policy.
7. Identify patients with normal/abnormal results and refer to appropriate clinician for action.
8. Operate triage system for patients to determine the urgency/nature of their requirements and direct appointments to the appropriate clinician as per local procedures.
9. Support the provision of administrative services within the sexual health team providing typed correspondence, reports and other documents when requested to a consistently high standard and of a sensitive and confidential nature.
10. Assist/contribute to the formulation of local procedures and protocols as required.
11. Demonstrate a professional image at all times, ensuring confidentiality, tact and diplomacy and a non‑judgemental approach.
12. Liaise effectively with patients, practitioners, hospital staff and other professional bodies to ensure the smooth running of the department.
13. Support the delivery of all areas of the sexual health specification as demand dictates.
14. Maintain personal and professional standards to ensure professional credibility.
15. Provide cover for other sexual health administration teams in other locations and/or at community clinics as required and occasionally out of hours in line with the needs of the service and as per the 6‑week duty roster.
16. Support the administrative services within the sexual health service.
17. The post holder may be required to undertake other duties within the grade and experience commensurate with the role.
About us
The service provides hospital services from two acute sites – Darlington Memorial Hospital and University Hospital of North Durham. A centre for planned care in Bishop Auckland and care from community hospitals in Chester‑Le‑Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community‑based settings and providing care in patients’ homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as they are currently under‑represented.
For the most up‑to‑date information on visa requirements and eligibility, please check online to determine whether you can apply.
Person Specification
Qualifications (Essential)
* Good standard of general education – 5 GCSEs or equivalent including Mathematics and English.
* NVQ Level II in Business Administration or Customer Care or equivalent experience.
Special Requirements (Essential)
* Ability to work in a flexible way, within core business hours, to meet the needs of the service. This may include evening and weekend work with prior approval from line manager.
* Ability to travel independently to fulfil the requirements of the post.
Special Skills & Knowledge (Essential)
* Good oral and written communication skills.
* Competent use of IT.
* Good keyboard skills.
* Professional telephone manner.
* Able to work flexibly under pressure, rapid pace and with an unpredictable work pattern.
* Self‑starter, able to work independently on own initiative and to deadlines.
* Ability to prioritise, plan and organise own workload to ensure safe service provision.
* Team player.
Desirable
* General sexual health, contraception knowledge.
* Knowledge of policies and procedures surrounding care of young people under 16.
* Awareness of the principles of confidentiality and relevant policies.
Experience (Essential)
* Front‑line/reception experience.
* Experience in an office environment and with a wide range of office functions.
* Experience working unsupervised.
Experience (Desirable)
* Experience working within a sexual health or contraception setting.
* Experience working in an NHS setting.
Other information
Pay scheme: Agenda for Change
Band: Band 2
Salary: £24,465 a year pro rata
Contract: Permanent
Working pattern: Part‑time
Reference number: C9439-2526-1232-2
Job locations
Bishop Auckland General Hospital
Cockton Hill Road
Bishop Auckland
County Durham
DL14 6AD
University Hospital of North Durham
North Road
Durham
DH1 5TW
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Name: County Durham & Darlington NHS Foundation Trust
Address: Bishop Auckland General Hospital
Cockton Hill Road
Bishop Auckland
County Durham
DL14 6AD
Website: https://www.cddft.nhs.uk/
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