Full Time Receptionist and Telephone Operator in

3 months ago

London, United Kingdom CRGH Full time

**Job title**: Receptionist/Telephone Operator

**Report to**:Operations Manager/C.O.O

**Hours of work**:37.5 hours Monday to Sunday, weekends to be worked as per rotation

**Principal role & skills**:
Responsible for the day to day management of the busy reception area and call centre. Must have excellent interpersonal, written, and verbal communication skills. Able to deal with difficult situations in a polite, friendly, efficient manner. Ability to prioritise a heavy workload and proactively make remedial changes when necessary. Able to easily build rapport with patients and visitors remaining calm and positive in all work situations. Show strong leadership and mentoring skills. Serve and protect the health care of the patient(s) by adhering to professional standards, clinic policies and procedures within HFEA and CMA regulations.

**Reception responsibilities**:

- Responsible for ensuring reception area is welcoming at the start of shift and continually kept tidy. Always have a smart appearance and ensure reception team adhere to dress code and clear desk policy, wearing PPE at all times during the shift.
- Be part of the reception team, working closely with fellow receptionists, leading by example, and covering shift patterns at short notice when necessary.
- Ensure patients/visitors are wearing PPE before leaving reception to attend their appointment.
- Ensure the telephone is answered promptly and politely at all times, using corporate opening and closing.
- Responsible for ensuring maintenance team are notified to clear reception of any deliveries and couriers have collected samples or containers for shipment on a timely basis.
- Review calendars daily to ensure appointment booking slots are correct and all new patient appointments have been checked to ensure registration documents have been completed, chasing patients for required forms to be completed prior to their appointment. Liaise with the team on any changes.
- Ensure identification check completed with all visitors and patients, whether speaking to them in person or over the phone to avoid breaching confidential information. For patients, to use the patients unique identifiable patient number from IDEAS (calendar and patient management system) over the phone and in person.
- Attend to patient/visitor at the front desk, update IDEAS with the attendance and ensure the patient/visitor is seen on time. Ensure that patients are not kept waiting unduly in the waiting areas, liaise with clinical team on any delays and keep patients abreast of situation in order to main waiting times target of 20 minutes to be seen from arrival time.
- Ensure on arrival all patients and visitors are triaged regarding Covid-19 Symptoms, alert Doctor or Senior Nurse of any patient with confirmed symptoms, before allowing them to attend their appointment.
- Deal with upset patients in a professional polite manner, providing reassurance that issues raised will be investigated and escalated to Line Manager/s. Follow through until resolution and escalate when necessary.
- Ensure that all messages on IDEAS are written clearly and accurately. Exercise due diligence and discretion in obtaining patient ID, avoiding any subsequent confusion or breach of information being given.
- Provide clear handover to colleagues at start, lunch time and end of shifts.

**Telephone responsibilities**:

- Responding to inbound calls to the call centre on a timely basis with in a warm polite, professional manner.
- Clearly document on IDEAS patient file all conversations and messages held with the patient(s).
- Registering new patient(s) onto IDEAS, booking initial consultations and providing an overview on the patient treatment pathway. Sending relevant consent forms to patient(s) via Engaged MD/DocuSign.
- Booking an array of appointments such as blood tests, scans, nurse & treatment appointments, consultant follow-ups and so on.
- Work closely with all the internal departments, building rapport, keeping them abreast of any issues or changes that impact their role.
- Responsible for ensuring clear shift handover is in place and any outstanding issues have been resolved or escalated.

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