Receptionist

JD - Imperial College Healthcare NHS Trust

**Job Title: Receptionist**

**Band: Band 2or 3**

**AIM OF THE ROLE**:

- To provide reception cover and administration support for a department, maintaining a high quality of service to patients, carers and other visitors.

**MAIN TASKS AND RESPONSIBILITIES**:
**1.
- Patient/ Client Care**

- Provide of an efficient and friendly reception service within a department, ensuring that all patients are dealt with in a timely, respectful and efficient manner.
- Answer telephone calls promptly in line with the Trust’s telephone standards.
- Provide non-clinical advice and information to patients to enhance their experience within the service.
- Communicate clearly, often over the telephone, with members of the public where there may be barriers to understanding.
- Distribute patient information relevant to the department and/or service.
**2.
- Administrative duties**

- Where appropriate accurately log patient information onto the relevant Trust information system and ensure that patient records are effectively maintained.
- Distribute patient records and information to other members of the multidisciplinary team as appropriate.
- Ensuring adequate stocks of stationery and clinical equipment, ordering as required and check and receipt goods received.
- Assist other clinical, reception or administrative staff in undertaking other duties such as photocopying, filing and sending letters.
- To liaise with other members of the multidisciplinary team to maintain the smooth and efficient running of the department.
- To assist in the management and maintenance of filing systems.
**3.
- Staff Development and Support**

- To train and develop other receptionists and support staff who cover for annual leave, sharing good practice where possible.
**4.
- Other duties**

4.1 Assist in ad hoc project work.

4.2 Undertake any other duties requested as appropriate to the banding.

5.
- General Responsibilities

- Use initiative and work without direct supervision, as well as to use relevant information technology to facilitate the performance of tasks.
- Participate in annual appraisals and performance reviews. Identify personal development needs.
- Attend training and development as required.
- Provide cover for reception services across other locations at times of leave or sickness.
- They will comply with the Trust access policy at all times when dealing with patients who fail to attend
- To act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.
- Understand and adhere to all Trust policies, guidelines and procedures.
- Support the Trust in providing the best experience possible for each of our patients.
- To maintain confidentiality in respect of information obtained at all times.
**PERSON SPECIFICATION**

**ATTRIBUTE/SKILLS**

**ESSENTIAL**:
**EDUCATION**

Good educational standard of at least GCSE in English or Maths, or equivalent

**SKILLS/ABILITIES**

Working knowledge of Microsoft office, including word, excel and outlook.

Ability to work under pressure and multitask.

**EXPERIENCE**

Providing customer service to the general public.

**COMMUNICATION SKILLS**

Strong interpersonal skills

Ability to communicate in a clear and professional way where there may be barriers to understanding.

**PHYSICAL QUALITIES**

Sufficient to fulfil the duties of the post with any reasonable adjustments