Customer Care Officer

Surrey Sexual Health Services has up to 37.5 hours a week available for a Customer Care Officer (Receptionist) to work at Buryfields Sexual Health Clinic, Guildford, Surrey.

We are looking for an experienced Receptionist to work in a supportive, friendly NHS environment, which is both challenging and rewarding.

We have a genuine and active commitment to education and staff professional development. The role will provide the opportunity to gain valuable experience working as part of a multidisciplinary team.

The post includes general office duties consisting of inputting patient details on our electronic patient record system (Cellma), helping to cover a busy reception, supporting clinical staff, photocopying, sorting post, liaising with patients, dealing with enquiries by telephone.

This administrative role includes both face-to-face reception work and speaking with patients on the phones arranging appointments. You will be required to:

- have a confidential and non-judgemental approach to sexual health
- demonstrate an active interest in helping patients to have a positive experience of the NHS
- have the ability and initiative to work both independently and as part of the wider team

There is an opportunity to develop this role to include some clinical aspects in the future e.g. chaperoning and assisting the clinical team with other aspects of out-patient care.

Buryfields Sexual Health Clinic provides specialist treatment and support for people who have Sexual Health, HIV and Contraception needs across Surrey. The post holder will be responsible for the provision of a high quality reception and telephone booking service to the multidisciplinary team and wider community.
- To be a designated point of contact for patients, visitors and staff to the service, face to face on reception and via the telephone/booking office, undertaking the role in a welcoming, professional and courteous manner providing information as required.
- To register clients on the electronic patient record ensuring accuracy and direct patient to the waiting area and assist as necessary. Recording the arrival and finishing times of each client.
- To book appointments and follow-ups on the computer system and deal with information sensitively and professionally, refer where appropriate and take messages in a polite and professional manner ensuring these are given to appropriate staff.
- To scan any documents received into the electronic patient record and record on the computer system in order for the clinician to have up to date information available.
- To work in partnership with the multidisciplinary team to ensure clients have updated contact details.
- To manage appointments relating to interpreting and signing services as required
- To record client attendances/cancellations and code on the computer system.
- To carry out general reception duties, such as inputting information, photocopying and requesting archived patient notes when required.
- To provide continuous support to new staff who are undergoing training including the electronic patient record
- To alert senior staff to any IT/phone issues including highlight any training requirements.
- To participate in ordering/maintaining condom supply for the clinic.
- To occasionally prepare/create agendas/minutes
- To support and adapt to any changes that are implemented to improve the service; including participation in audit, quality and monitoring initiatives.
- To be fully aware of the Trusts Safeguarding Procedures and demonstrate the ability to raise concerns to protect our clients.
- To prioritise own workload within the designated service in conjunction with line management/multidisciplinary team.
- To suggest improvements of the administration function with line/senior management.
- Attend clinic/service meetings as required
- Complete all statutory and mandatory training, remaining compliant and other training as advised by management
- To fully understand the business continuity management system and your role in implementing its process.
- In the event of Trust computer network failure or planned downtime, implement the local procedure to ensure that manual registration is carried out in line with business continuity plan.
- To distribute and collate service questionnaires when required.
- To maintain, process and store confidential patient information in accordance with Trust policies and the Data Protection Act 1998.
- To monitor stationary/administrative supplies for the service and notify the appropriate stationery requisitioner as part of stock control.
- To communicate with line manager regarding any shortfall in staffing levels to run the service.