Receptionist / Clerical Officer (Floater)
2 months ago
An exciting opportunity has arisen to join the ELHT Community Administration Team as a Floating - Receptionist / Clerical Officer/. This is a full-time and permanent position. Your base will be at Padiham Health Centre, once trained you will travel across all community sites to provide cover where needed. The working hours are 7.5 per day between the hours of 8am – 8pm.
We invite candidates that are keen, enthusiastic and committed to improving patient services with excellent communication skills and the ability to work under pressure, in order to provide comprehensive administration support to all services based at the Health Centre. The successful applicant will be required to provide an efficient and high quality service to the general public, patients and staff.
Main duties of the job
A flexible approach to work is essential with a willingness to work at other Trust sites between the hours of 8am and 8pm as you will be required to cover for holidays or sickness absence. You will be trained on all systems used at the Health Centre. Your duties will include but are not limited to, operating a busy switchboard, answering queries from patients, staff, all building tenants and stakeholders, the electronic booking system for the Treatment Room Service, this will include greeting and arriving patients, making new and follow up appointments. You must be able to deal with people confidently and sensitively both face to face and over the telephone. You will be responsible for the booking of multi-purpose rooms within the building, reporting repair requests, and dealing with all aspects of incoming and outgoing, external and internal mail. With your previous reception experience and proven organisational skills you will have the ability to multi-task, work effectively as part of the team whilst having the ability to work alone, prioritising, organising and planning your workload.
At Padiham the hours are 8.30am - 5pm (1 hour lunch) Monday to Friday , this may differ and include occasional evenings / Saturday mornings subject to department needs when covering at other sites.
Working for our organisation
The Community Administration team covers a vast majority of the East Lancashire area with 12 buildings in 5 localities providing community service support for our patients. As a member of the ELHT family you will be rewarded with a pension scheme and generous holiday entitlement which starts at 27 days plus bank holidays (pro rata for part time positions).
We also offer a structured in-house training programme, dedicated supervision and support, together with comprehensive appraisal system to encourage your personal development.
Detailed job description and main responsibilities
To provide a general enquiry and reception service for the building, for the patients, visitors, and staff.
To operate the switchboard for the Centre, answering queries and transferring calls to other health care professionals within the building.
To provide an efficient and effective message taking service in response to all enquiries from patients, visitors and staff and redirecting accordingly.
To manually or electronically book patient appointments, using EMIS/CERNER either over the telephone, by post or face to face at reception, in a sensitive, competent, and confidential manner, and ensuring that patient treatment room cards are printed and available for the relevant health professionals.
To print off the daily Treatment room appointment lists and patient treatment cards for the clinics and maintain filing systems of patient records after treatment.
Receive patients onto the data bases for their appointments or alternatively confirm their attendance on appointment lists.
Responsible for adding patient referrals onto EMIS, maintain the integrity of the data base and discharging patients off the data base.
Deal with any security issues that may arise, calling for support as required from the Centre Manager to assist other staff in the building. Liaising with the security guard when on duty and the local PCSO or police if needed.
Implement manual procedures in the event of IT system failures, report to IT and monitor progress
Book patient transport requests with the PTS service after treatment.
On an annual basis assist departments with the archiving of patients records according to policy.
To provide comprehensive secretarial and admin support to a variety of health professionals including laminating, photocopying, filing and typing highly sensitive and confidential reports.
To type and process correspondence, reports and other documents as requested on a daily basis using Microsoft Office programmes such as Databases, Excel and Outlook for Email and Internet use.
Book and organise appointments for health professionals.
To deal with all aspects of incoming and outgoing and external and internal mail. Including sorting and accurately re-directing and forwarding to the correct department. Sorting outgoing mail and liaising with the Royal Mail staff.
Receive and receipt any delivered goods for the building, contacting the department, ensuring delivery to the correct department and reporting any discrepancies including Green Pharmacy Bags.
Ordering of Administration staff uniforms.
To be responsible for ordering and maintaining stationery stock levels, including non-stock items electronically via NHS supply chain or e-procurement. Also responsible for receiving and receipting of delivered goods and reporting discrepancies.
To be responsible for requesting and the transfer of medical records, updating relevant databases. This involves verbal and written communication with other health professionals and departments.
Responsible for the booking of multi-purpose rooms within the building manually or electronically, for meetings/training and organise provision of equipment as necessary, ensuring attendance records are retained to support quarterly reports to assist with the recharges of room bookings to NHS Stakeholders.
Responsible for issuing any aids and equipment as necessary including the building wheelchairs and maintain records.
Use a variety of office machinery/equipment including the fax machine, the franking machine, and photocopiers. Deal with any breakdowns with the office equipment and reporting them to the service departments as necessary.
Provide petty cash reimbursement to patients attending clinics and verifying eligibility to claim travel expenses following Trust Finance Policy and procedures.
To provide administration/reception cover at other Primary Health Care Centre as necessary.
To issue security keys and fobs as instructed and following up fobs / keys not returned at the end of the day.
Provide rapid response to various alarm systems, including nurse calls and accessible WC within the building, following protocols and any further actions as necessary.
Receiving and reporting all repair requests for the building, both manually or electronically, following up and monitoring progress as required.
Directing requests for new work to the Centre Manager.
To liaise with building contractors and personnel and undertake inductions if required.
Book new staff onto the Building Induction on the electronic diary and completing documentation for car parking permits.
To undertake relevant equipment checks which the Centre Manager has responsibility for e.g. fire extinguishers, defibrillators, mobile phones, wheelchairs, hearing loops, first aid kits, emergency bags and other appropriate Health and Safety tasks.
Collate / calculate and submit monthly invoices requests for photocopying etc for work undertaken for other departments.
Receive lost property and maintain accurate record, disposing of goods according to Lost Property procedure.
Deal with complaints from service user and stakeholders and redirect as appropriate. Escort staff, patients and visitors around the building. Any other duty and reasonable request as identified by the Centre Manager /Admin Manager.
Person specification Qualifiacations Essential criteria
- GCSE Grade C/4 in English & Maths or Equivalent
- ECDL or equivalent
- NVQ 3 in Business Administration / Customer service
- Previous reception experience
- Experience in an office based environment
- Telephone / switchboard experience
- EMIS / CERNER
- Ability to multi task
- Good communication skills
- IT skills using Microsoft Office
- Complaint handling
- Good organisational Skills
- Customer Care Training
- Ability to work as part of a team
- Excellent communication and interpersonal skills
- Ability to demonstrate confidentiality and sensitivity when dealing with the public
- Ability to work under pressure, using own initiative
- Car driver
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