Receptionist/Telephonist
2 months ago
Job summary
Working as part of a reception team supporting a busy Community Mental Health Team (CMHT) you will be the first point of call, either over the telephone or face to face on reception, for service users, families, and visitors to the service, using appropriate communication skills to support access to services.
To provide high quality, friendly and welcoming 'front-of-house' service as the Service's first point of contact for service users, professionals and member of the public alike.
To facilitate the smooth running of reception, providing an efficient and effective, reception/administration function within the service.
To deal with all incoming calls, emails and voicemail messages for the Service and to take accurate messages and action as appropriate, liaising with the wider admin team and/or management as required.
Main duties of the job
To deal with incoming telephone calls, emails and voicemail messages for the Service, divert appropriately or take accurate messages, liaising with the wider admin team and/or management as required.
To facilitate the smooth running of reception, providing a welcoming and friendly service to patients and visitors, this will include:
Greeting service users and visitors Providing admin support to clinics, including booking and rescheduling of appointments. Contacting clients by telephone prior to their appointment and undertaking live clinic management informing clinicians when their service user arrives Ensure that patient records (demographics) are correct and up-to-date. Operate the Trust patient record system to retrieve and record information received relating to service users.
About us
Sheffield Health and Social Care NHS Foundation Trust is a major employer and provider of services. Our Service Users, Carers and Staff are central, and our Values are important, to the delivery of high-quality care. We actively seek out individuals who share these values:
Working together for service users Respect and kindness Everyone counts Commitment to quality Improving livesThe South Adult Community Mental Health Team (CMHT) provides support to adults living in the south of Sheffield who have complex or ongoing mental health needs. We provide health and social care support to help aid recovery, promote independence and improve both physical and mental wellbeing.
Job description
Job responsibilities
Scan, photocopy and shred service user documents as required.
Work with and assist the Admin/Building Manager/Team Co-ordinators in the reporting of maintenance defects and liaising with the Estates Department as appropriate.
Collection and distribution of internal and external mail and the franking of outgoing mail ready for collection.
Take responsibility for monitoring adequate stock levels of stationery etc.
Arrange staff appointments and/or meetings, including room bookings and other associated requests.
Respond appropriately to verbal complaints and refer any unresolved issues to Senior Admin staff or Management Team as necessary.
Use appropriate methods to communicate effectively within a team email, attending meetings.
Assist the Team Co-ordinators and Admin Manager with the induction of any new or temporary receptionist/telephonist staff.
Provide cover for other admin staff within the team as directed by TeamCo-ordinators/Admin Manager.
Provide cross cover for colleagues within the building and across the wider service as required.
Be able to work between sites where required to help support the running of the service.
Work confidentially at all times maintaining the integrity and security of servicer users clinical records and ensuring electronic housekeeping rules are adhered to on all systems to maintain an efficient system for all users.
To undertake any other duties as may reasonably be delegated within the grade and function of the post.
The post holder will be expected to support and adhere to general building protocols in relation to health, safety and security.
The post holder should be comfortable in the use of computer technology, have basic keyboard skills and have the ability to use email.
Awareness of the Trusts procedures in relation to the office environment Health and Safety.
Person Specification
Knowledge and Skills
Essential
Knowledge of office/reception procedures Understanding of confidentiality within a healthcare setting Excellent communication skills with the ability to remain tolerant, receptive and responsive to people accessing the service Excellent organisational skills Excellent interpersonal skills Knowledge of Patient Administration Systems Methodical approach to work
Desirable
Clinical System Use (Insight)
Training and Qualifications
Essential
NVQ level 2 or equivalent in a relevant area GCSE or equivalent English and Maths at grade C or above. RSA / OCR Level 1 Typing or equivalent
Experience
Essential
Experience of working in a reception environment dealing with patients/general public in person and by phone IT experience using Microsoft Office, particularly email and Word
Desirable
Previous experience of working within the NHS or healthcare setting Previous experience of working in a healthcare reception/telephony role
Other
Essential
Approachable and helpful Have flexible approach to work Able to multi-task and remain calm when faced with conflicting priorities Ability to work well with other members of the service team-
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