Booking Clerk/Receptionist-Maternity

Job overview

We are recruiting for a Maternity Booking Clerk/Receptionist who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

We have a 9-month secondment opportunity for a Maternity Booking Clerk/Receptionist who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

This role will involve cross site reception cover for Lister Hospital, QEII Hospital and Hertford County Hospital. The role also involves office-based administration supporting the maternity service, managing referrals, phone lines, preparation of clinics and many other administration tasks.

You will need to be able to work within a very busy and demanding environment and be flexible and able to work shift patterns. The work pattern for this role would be working a Monday to Friday, hours 8-4pm or 9-5am.

Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond

Main duties of the job

The Maternity Booking Clerk will be one of a team of Administration Clerks providing a clerical/administrative support for the Consultants and their respective medical teams within the Obstetrics and Gynaecology Directorate.

The post holder will deal directly with patients and relatives over the telephone and in person, accurately registering and updating details onto the hospital and national databases and assisting in any enquiries from internal or external agencies.

The Maternity Booking Clerk will use initiative when dealing with sensitive information, difficult, distressed, and emotional patients and have empathy.

Working for our organisation

East and North Hertfordshire NHS Trust, are proud of the range of general & specialist services we provide & our 6,000 plus dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:
• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding & starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees.
Employees are entitled to seek to work flexible working patterns & we are committed to listen & consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specificationQualifications/TrainingEssential criteria

• NQV qualification in customer care or equivalent

Desirable criteria

• GCSE (Grade C or above) or relevant experience

Previous ExperienceEssential criteria

• Significant experience working within the NHS or other healthcare environment
• Relevant experience of working with databases
• Ability to use MS Office including Word, Excel and E-mail.

Desirable criteria

• Ability to use Lorenzo system
• Experience of dealing with staff at all levels

SkillsEssential criteria

• Fast and accurate keyboard skills
• Ability to work under pressure and meet deadlines
• Excellent oral and written communication skills
• Ability to deal with angry distressed patients and relatives.
• Able to work on own initiative
• Ability to priorities work load
• Ability to display sensitivity/diplomacy and tact at all times
• Problem solving skills
• Able to adapt to change
• Able to work effectively as a team player
• Able to project a positive/confident attitude
• Ability to effectively respond to customer needs using critical thinking
• Able to ensure standards are adhered to

KnowledgeEssential criteria

• Significant experience in customer care gained within a busy, pressurised environment in a service or similar environment
• Understanding the needs for confidentiality.

Desirable criteria

• Experience of working within a NHS booking centre
• Call centre or similar environment experience
• Reception experience
• Awareness of Health & Safety requirement

Other RequirementsEssential criteria

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day

Our values

We want our staff to believe in, demonstrate and live our values in everything we do.

Include
We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.

Respect
We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.

Improve
We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.

Committed to our Community

East and North Hertfordshire NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We want to create a workforce which represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .

We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.

We are proud to be a Disability Confident employer and achieved our status in 2019.

We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing resourcing.enh-tr@nhs.net

We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.

We are committed to being a carer-friendly environment, addressing the complex needs of families with caring responsibilities. In partnership with Carers in Hertfordshire, all our working carers have access to support from recruitment. We are also a member of Carers UK, providing resources to make balancing work and caring easier. Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.

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