Main area Receptionist Grade NLH: NLH 4 Contract Permanent Hours Part time - 12 hours per week (Monday & Tuesday 09:15-15:15) Job ref 203-SWFTCS144
Employer SWFT Clinical Services Ltd Employer type NHS Site Lillington Hub Town Leamington Salary £24,168 Pro rata Salary period Yearly Closing 20/05/2025 23:59
NLH: NLH 4
Job overview
Lillington Hub has a vacancy for a part-time receptionist working as part of a full-time job share.
Processing all calls to the health centre, dealing with staff, patient and the generalpublic. You will need to have good communication skills and telephone manner, andbe able to work on your own initiative.
You will need to have had previous reception experience, word processing and/orcomputer skills.
For an informal chat or for more information please contact Sharon Rose on 01926495321 ex 8203
Previous applicants need not apply
Main duties of the job
The post-holder will provide an effective reception service. At all times presenting a welcoming user-friendly image. Providing confidential, accurate and efficient clerical support to all departments within the clinic.
Working for our organisation
SWFT Clinical Services is a wholly owned subsidiary of the South Warwickshire University NHS Foundation Trust (SWFT). The company provides a number of services such as outpatient pharmacy facilities at Warwick and Stratford and Nuneaton hospitals; estates and facilities management at Stratford hospital, Acorn House and Lillington Health Hub; private patient service and consultancy services to NHS Trusts.
Subject to the Company and individual’s performance, an annual discretionary bonus will be awarded.
There is automatic enrolment to the Company pension scheme, with the Company contributing 5%.
A benefits package is available to the appointed candidate upon successful completion of the six month probationary period. This gives access to benefits such as a car lease scheme; Home & Electronics scheme; discounted leisure and travel; retail discounts and a cycle to work scheme.
Where is also access to a 24/7, 365 days a year Employee Assistance Programme to support colleagues who may be facing some tough times or they need extra support with their mental well-being.
Detailed job description and main responsibilities
Meeting, greeting and providing a welcoming reception for all staff, patients and members of the general public visiting, and to ensure that at all times the reception duties are carried out to the highest standards.
Responsible for processing all telephone calls to the clinic.
To provide a receptionist service directing patients/clients to the appropriate area as determined by clinical/service appointments or otherwise. Dealing with direct personal queries at the reception desk.
Operate the switchboard in a courteous and efficient manner respecting patient confidentiality and expressing diplomacy/sensitivity when taking messages and relaying detailed information to relevant personnel.
Responsible for organising appointments and maintaining the scheduling system for the various services within your clinic.
To schedule, manage, negotiate, arrange and amend appointments and clinics within established guidelines. This will include dealing with telephone and direct enquires from patients, staff, other health care professionals and visitors on a daily basis. To act on own initiative in the absence of senior staff to resolve any queries/problems, fill vacant appointments, maximise clinic capacity and use resources variably.
To arrange transport for patients, liaising with the ambulance service; to record and monitor any transport problems and negotiate solutions acceptable to patients, therapies staff and the ambulance service.
To distribute departmental post, prioritising anything that requires urgent attention and ensure relevant documentation is acted on promptly and appropriately.
To provide non-clinical advice and information regarding appointments, processes or procedures to patients, visitors and other members of clinic staff, as required.
Authorised to use the Trust IT system (Lorenzo) to view and retrieve patient information, on behalf of the various departments, as requested and to use this system to schedule, manage, negotiate, arrange and amend appointments and clinics.
Responsible for dealing with both internal and Royal Mail postal systems.
To be vigilant in observation of the clinic security system, taking appropriate action as required and report any such action immediately.
To respond to the fire alarm and emergency calls ensuring established procedures are followed.
The post-holder will advise the Multiple Site Reception Manager/Senior Administrator Hotel Services as soon as is practicable of any problems or operational difficulties which affect the efficiency of the reception service.
To work in other areas/clinics, subject to ability to travel.
To be able to advise general enquiries, both telephone and face to face with regard to Family Planning Clinics.
To be able to handle distressed/aggressive patients/clients in a sympathetic and understanding manner and to be able to resolve issues with a minimum of guidance.
To be responsible for the allocation of internal keys to the building on a day-to-day basis ensuring their safe return.
Reporting/logging all maintenance work/requests
Be responsible for dispensing of hearing aid batteries, issuing welfare foods in exchange for tokens or cash and issuing foot files for cash, ensure adequate stocks are maintained and re-order as necessary.
Organise own workload.
Assist with the opening and closing of the clinic when necessary.
Be responsible for the ordering of stationery for reception only, and when delivered to ensure that all goods are checked against delivery notes and stored in appropriate cupboards and all paperwork accurately filed.
To carry out any other additional duties as deemed appropriate the status of this post.
Communications and Working Relationships:
To have good interpersonal skills and be able to communicate with staff, patients, visitors and clinic users.
Person specification
Qualifications
* Education to secondary school standard
* GCSE or equivalent in Maths and English at grade C or above
* Customer Care skills – NVQ level 2 or working towards
* Switchboard training preferable
Experience
* Experience of reception duties
* Experience of switchboard
* Experience in Healthcare environment
Skills
* Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety
* Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
* Excellent command of the English language
* Excellent written, verbal and nonverbal communication skills
* Ability to multitask
* Excellent telephone manner
* Knowledge of a computerised booking/appointment system
* Understanding therapy role and terminology
Personal Qualities
* Organised and able to prioritise
* Flexible and reliable
* Able to work effectively under pressure and frequently difficult/distressing circumstances
* Able to work on their own but also as part of a team.
* Calm and courteous when dealing with callers and personal request
* Good problem-solving skills
* Efficient manner in dealing with general public.
Other
* Flexible to cover annual leave and sickness
Employer certification / accreditation badges
Name Sharon Rose Job title Multiple Site Reception Manager/Senior Email address sharon.rose@swft.nhs.uk Telephone number 01926815045 Additional information
For an informal chat or for more information please contact Sharon Rose or Clare Stewart on 01926 495321 ex 8203
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