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Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

Our Support Services Team are looking to recruit one part time Community Receptionist (Band 3) for our sites across Barking and Dagenham.

The role is for someone who is able to work at a busy reception, with the ability to stay calm and be able to multi-task.

This role will be a float position with the expectation that you will learn and cover our receptions across Barking and Dagenham.

The post holder will have previous experience of working in the provision of excellent customer care including the maintenance of records with experience of working in an NHS environment desirable.

You should have well-developed communication skills with a range of people and be able to provide an initial response to patients and other agencies queries, concerns and sign-post/direct as appropriate.

The position is a permanent position, with the days/hours to be worked shown below.

Monday, Tuesday, Wednesday 9am-5pm and Thursday

Main duties of the job

First point of contact for patients, staff and contractors who access the building

Answer incoming calls within an accepted time frame

Liaison with the Clinical team to book follow up appointments and send out appointment letters as required.

Working for our organisation

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement - Outer London

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436 per annum pro rata).

Detailed job description and main responsibilities

Aim of the role:
The expectation of this post holder will be to support their team, department and organisation to achieve the Trust’s Values in their day to day work. These are the 5P’s:
● Putting people first
● Prioritising quality
● Being progressive, innovative and continually improve
● Being professional and honest
● Promoting what is possible – independence, opportunity and choice

The post holder will achieve this by:
The post holder will provide general administrative assistance to the staff teams within their clinic in order to ensure the smooth running of the clinic. This includes maintaining confidentiality, conducting basic stock checks and storing and maintaining medical/personal records.
The post holder will consistently deliver a “client-focused” service which promotes good customer service and effective working relationships.
The Community Receptionist is responsible for providing a reception service and will support the Community Reception Manager to monitor and report daily operational site management issues. The post holder will achieve this by providing effective front of house service and administrative support to the locality/department. This will involve dealing with general queries from the public, either face to face, over the phone and include booking appointments. The Community Receptionist works as part of the team to ensure commissioned targets are met.
The Community Receptionist will work with the team to maintain and monitor the standards for Fire, Health & Safety, Infection Control, security and waste management. The post holder will work in conjunction with the Community Reception Manager to ensure monthly audits are provided and issues addressed, this may require some collation of data for monitoring purposes.
The Post Holder will be required to undertake various assignments as required to provide the team with essential and current information to support the Organisations and Teams objectives.
The Post Holder will be required to cross site work to ensure service delivery.
The post holder may be required to work on an extended hours rota shift pattern including Saturdays, dependent on the site. This will be between the hours of 8am – 8pm
Key Responsibilities:
The Post Holder will be required to undertake various assignments as required to provide the team with essential and current information to support the Organisations and Teams objectives.
• To provide a seamless reception service ensuring all users of the building are assisted with their enquiries to a satisfactory resolution.
• To raise and receipt orders for supplies via the electronic ordering system, ensuring stock levels are maintained. To ensure all shortfalls or incorrect deliveries are reported to the Community Reception Manager.
• To distribute incoming mail to GP’s and other professionals within the clinic
• Day to day reporting of Estates/facility issues as per procedure. To monitor and report security issues during community reception operating hours. To follow on-site security procedures including safe key security and highlight problems.
• To ensure statutory and mandatory training is undertaken as per Trust requirements.
• To act in a professional manner at all times.
• To work as part of a team, to attend meetings as required to promote good team working.
• To be able to trouble shoot and act independently, escalating to the appropriate person when necessary.
• To work to organisations appraisal process and to evidence that you are achieving required level of performance.
• To ensure data is inputted within required time frames.
• To follow the NELFT records management protocol when sending and receiving records. Ensuring records and correspondence are filed accurately in a timely fashion to highlight and record any problems or back log of work to Line Manager.
• To undertake various administrative tasks for services as per commissioned requirements such as school health clinics, BCG administration, Dental admin Children’s ophthalmic service, District Nurse referrals. To send if necessary, appointments for these services and record results where applicable and also maintain accurate systems for review.
• To attend training relevant to the post , Fire Warden training or training as required in the KSF/PDR. To undertake statutory and mandatory training as required at designated venues across the organisation.
• To follow the Organisations Health & Safety and Security procedures. To be competent in reporting incidents/near misses via Datix.
• To follow fire procedures ensuring fire evacuation is successfully carried out in an emergency and drill situation. This role will assume the lead for Fire Evacuation and liaison with the Fire Brigade in the absence of the Community Reception Manager.
• To maintain confidentiality at all times in line with the Data Protection Act and Caldicott regulations and to comply with NEL FT policies and procedures.
• To undertake stock takes as required.
• Cover other teams/services, where necessary, which may require working on other sites.
• The Community Receptionist has a responsibility to follow policies & procedures and with regards to their administrative duties.
• The post holder will be a trained Fire Warden and follow Fire Safety procedures and take a lead in the absence of the manager.
• The Community Receptionist will follow organisations procedures for reporting of risk, incidents and near misses and monitor day to day operational Health and Safety within the site. Escalating as required to ensure the safety of visitors and staff.
• Any other duties as required, that may be relevant to the post and within the competencies of the post holder.
Front of House
To present a calm and friendly image to clients.
1. To answer the telephone in a polite and helpful manner and deal with all enquiries and take messages when required, within a specific time frame. All messages must be accurately recorded and prioritised accordingly.
2. To monitor and record all visitor details.
Computer/Administration
1. Liaising with IT Department concerning problems with soft / hardware to allocate bookable rooms for clinical sessions and meetings via the electronic booking system and have current information on site activity.
2. To access the RIO computer programme in order to accurately update information as stated in agreed RIO process maps.
3. To be competent in IT software as per Job Specification and to use various IT systems to record and provide data as required.
Communication
• Recognising and responding to clients who have communication barriers. Ensure an effective and efficient front of house service is provided to patients and any other visitors to the clinic area.
• Deal with all general enquiries, communicate procedures and make new and follow-up appointments.
• The Community Receptionist will ensure information is displayed in an appropriate, effective, relevant manner and is current.
Specific Tasks directly related to the post:
1. To dispense vitamins in accordance with the directives
2. To dispense audio batteries to clients holding the appropriate NHS booklet and to reconcile and maintain accurate records of stock.
3. You will be given the opportunity to undertake First-Aid Training, basic life support and Defib training.
4. To follow procedures for on-site Waste Management and Infection control issues. To escalate problems as necessary.
5. To be responsible for ensuring daily check of the Defib and emergency kit is carried out and recorded and any action taken as required.
6. To receive and store deliveries as appropriate for Community, to issue the stocks accordingly. To be responsible for checking fridge temperatures and reporting discrepancies promptly as per procedure and to undergo training for receiving vaccines and monitoring of Vaccine Fridges.
7. To weekly check the first-aid kit and re-stock as necessary.
8. To maintain central store for stationary and distribute when items required not as stock. To follow the Stationary ordering Procedure.
9. To report any maintenance /repair problems, damage or security issues or any untoward incidents as per procedures.

Certificates of Sponsorship

Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points based system

Use of AI

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

Person specification

Qualifications

Essential criteria

NVQ Level 3 or equivalent of literacy and numeracy GCSE's or equivalent experient

Experience

Essential criteria

Experience organiser, skilled administrator ability to work within specified time-frames Experience of working in an administrative capacity for at least three years

Desirable criteria

Previous NHS experience

Knowledge

Essential criteria

An awareness of NHS priorities Working experience of Fire Safety procedures Intermediate knowledge of microsoft office packages Understanding of confidentiality and the data protection act

Desirable criteria

Fire Warden training Experience of RIO

Skills

Essential criteria

Basic awareness of IT and IT skills Ability to establish and maintain a filing system Able to maintain confidentiality and handle sensitive information discreetly Evidence of ability to work on own initiative and prioritise own workload Evidence of working in an administrative capacity for at least three years

Other

Essential criteria

To be aware and demonstrate the Trust values To be able to travel effectively throughout the Trust Car owner/Drive with Business use insurance Ability to work as a member of a team an well as on own initiative Commitment towards own personal and professional development Assertive and efficient in dealing with people at all levels, in person writing and by phone Able to demonstrate a good working knowledge of H&S within the workplace

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.