receptionist Peterborough, England
Job description
KEY RESPONSIBILITIES: The post holder will: - Deal with telephone, email and face to face enquiries in an efficient, professional and courteous manner. Provide non-clinical advice and information to patients, relatives, carers, and staff. Deal with enquiries where there may be communication barriers. Direct complaints from patients, relatives and staff to the relevant service, referring the person to the appropriate department and escalating to the Patient Advice and Liaison Service or the Complaints Department, as appropriate, resolve issues within remit.
Deal with distressed patients and bereaved relatives frequently. Use the Medway Outpatients patient administration and e-Track systems to answer standard patient queries regarding appointment dates and locations. Answer patient and staff enquiries received via the Switchboard. Assist with the Patient Belongings Service.
Maintain confidentiality, ensuring information is only released to the correct individual(s) and that enquiries are handled strictly in accordance with Information Governance policies. Liaise with volunteers working in the reception areas and staff throughout the hospital. Assist patients, visitors and staff with any additional needs such as availability of wheelchairs and concessionary parking. Liaise with wards/departments/clinics as requested by patients and/or visitors.
Work autonomously, using initiative and informing line manager of any problems/issues on a daily basis. Report and escalate incidents/issues to the IT Service Desk, Brookfields Service Desk, Security Staff, Site Service Managers or Line Manager, when required. Adopt a flexible approach to hours of work as this post will involve shift and weekend work. Adopt a flexible approach in providing cover in the absence of team members, i.e.
annual leave and sickness leave. Be aware of Trust policies, particularly in respect of visiting times and flowers so as to provide information if requested. To be conversant with all duties, covering for annual leave and sickness as may be required. Keep the reception areas clean and tidy, patient forms readily stocked, and patient information is available at all times.
To assist other members of the Patient Experience workstream, when necessary, completing administration tasks including data entry, copy typing and assisting with the ordering of Friends and Family feedback forms for all service areas and assisting with improving the response rate for FFT where necessary. Ensure personal safety is given priority at all times. Wear a Trust ID badge at all times and access to door codes and keys to offices will remain confidential. Keep valuables and equipment secure at all times and when leaving.
Be polite and have a professional telephone manner. Have a willingness to undergo training to use internal computer systems including the Medway Outpatients and E-Track System. Be able to prioritise work load and multitask. Have a flexible approach to the post which is subject to change.
