Senior Receptionist

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King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

flexible-working

Job overview

An opportunity has arisen for an efficient Senior Receptionist who is passionate about delivering excellent customer care.

If you are a team player who works effectively both on your own initiative and as part of a multidisciplinary team, have a flexible attitude towards your work and then you could be the person we need.

As a Senior Receptionist you will also need to work and correspond closely with the Outpatient Reception Supervisor.

This role will include Outpatient Reception cover across PRUH, Orpington and Beckenham Beacon Hospitals so the successful candidate must be willing and able to travel.

Main duties of the job

The ideal candidate must possess excellent interpersonal, communication and customer service skills. Duties will include the reception of patients into clinics, making clinic appointments, answering the phones and dealing with members of the public. You will have experience of working in a team and must be prepared to be flexible, working within the demands of a very busy department which provides a patient-focused service. A willingness to learn new skills and support service developments are essential.

Most of the work is computed based so a good knowledge of general use of computers would be required for applicants.

Working for our organisation

King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

Main Duties and Responsibilities:

o To welcome and receive all patients and visitors as first point of contact on behalf of the Trust effectively and courteously. Taking appropriate details and completing patient contact forms at the initial visit.

o To give general advice about the services, where to refer and how to access services to both patients and health care professionals.

o To take phone calls from other health care professionals and the general public, referring on as necessary.

o To accurately take and document messages for the multidisciplinary team

o To show visiting staff around the area and give an outline of the service provided by Outpatients as necessary.

o To signpost patients to relevant departments as necessary e.g. Bloods and x-ray

o To be flexible and able to cover any Outpatient Clinic area within the South Sites, whether it be PRUH, Orpington or Beckenham Beacon Hospitals.

o Supervise workloads of band 2 admin staff alongside the Band 4 Reception Supervisor recommending improvements or corrective actions where appropriate to facilitate the efficient and effective running of the department.

o To generate patient accounts as necessary on the EPIC system and make appointments, booking patients in and out of clinics.

o To make, cancel or rebook appointments for specialist nurses and consultants, via telephone, letter or in person.

o To be involved in the computerisation of systems, including entering and updating of patient data and to retrieving data from the computer as requested.

o To maintain the appointments system and records ensuring follow up as requested, including those who fail to attend.

o To organise additional services for patients as required, such as interpreters and transport

o To undertake the full range of general office duties, including photocopying of standard letters and educational material.

o To assist when required the OPAC Team with bookings, calling patients or rescheduling patients

o To assist the PIU Team with booking in Patients for Infusions and printing of labels

o To actively participate in the Team Meetings.

o Liaise with the Band 4 Outpatient Reception Supervisor and the outpatient systems and e-RS manager concerning the cancellation or changes of clinics in accordance with agreed procedure.

o Work in partnership with other supervisors within the team to plan and co-ordinate schedules and information for reports.

o To ensure requests for leave are authorised by the Band 4 Outpatients Reception Supervisor and sufficient clerical cover is maintained.

o To bring to the attention of the Outpatient Receptions Supervisor concerns in relation to sickness absence.

o Ensure all staff mandatory training is completed and up to date

o Work as part of a team to ensure that both the team and individual performance targets are met and maintained.

Practice a flexible approach to working methods to ensure that team targets are met and maintained.

Person specification

Reception Work

Essential criteria

• ECDL or Equivalent Experience
• 3 A-C GSCEs or equivalent standard of education in English and Mathematics/or equivalent work based experience
• Experience of working in a customer focused environment

Desirable criteria

• Experience in use of any appointment/patient administration system
• Experience of supervising staff

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Click here to see the range of benefits we offer
• Please review the documentation on our recruitment microsite, particularly the Trust's criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications

King's Health Partners Academic Health Science Centre Website

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Band 3 Senior Receptionist (PDF, 392.4KB)
• Princess Royal (PRUH) Site map (PDF, 1.4MB)
• Visa and Sponsorship Information (PDF, 352.6KB)