Job Description

• Provide a high quality, comprehensive range of administrative and reception duties.
• Deliver an excellent patient and user experience, by meeting and greeting patients, visitors and colleagues both on the front of house reception and on the wards in a friendly and professional manner.
• Work with the multidisciplinary team to ensure the smooth running of the department.
• To work without direct supervision and take responsibility for ensuring tasks are carried out and completed in a timely manner.
• Provide non-clinical information, guidance and advice to patients and relatives
• Welcome patients and visitors into the hospital or ward, ensuring they are made to feel comfortable and are treated with kindness, respect, empathy and dignity.
• Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution.
• Ensure that telephone calls are answered promptly, and all queries are dealt with effectively.
• Respond to emails in a timely manner.
• Receive incoming emails and send outgoing emails from a generic mailbox, in line with generic mailbox guidance where applicable.
• Communicate clearly, effectively and appropriately with the multi-disciplinary team, keeping them informed of vital information relevant to their patients and department.
• Handle patient and other service user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible. Where early resolution is not possible, seek assistance from the supervisor.
• Ensuring that all visitors to the hospital are following Infection control guidelines.
• To arrange follow up clinic appointments for discharged patients.
• Distribute the post as appropriate and re-direct discharged patients’ mail.
• Make sure that all patient movements outside office hours have been recorded on Epic, and that the bed state, board and database have been duly updated.
• Schedule follow up appointments for discharged patients on relevant electronic system
• To acknowledge that visitors to the wards may be upset or distressed, and to act in a way that is appropriate to the situation.
• To assist the clinical staff to ensure the smooth running of the department in a way that enhances the efficiency of the service.
• Organize transport or book interpreters when needed, and in accordance with departmental and Trust policy, escalating any issues relating to this to the supervisor.
• Arriving patients on Epic and checking demographic details
• Greeting patients, visitors and staff when they arrive and guide them to the correct department.
• Advising all visitors of the hospital of infection control policies.
• General patient administration and support as required e.g. parking advice, travel claims.
• Assist volunteers in the hospital.
• Ensure that there is a good patient flow during busy times.
• Be able to maintain high level of concentration and focus on the attention to detail whilst being interrupted by patients and staff during busy time
• To attend all mandatory training as required by the Trust.
• Attending and contributing to departmental or other meetings as requested. Take minutes and distribute afterwards.
• To participate and undertake appraisals and PDP in line with the Trust’s objectives.
• Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate.
• To constantly look for ways to improve the patient experience by streamlining the administrative processes.
• Order stock for the department, and ensure adequate levels of supplies are maintained for the departments.
• Assist in with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role
• Escalate any potential security risks and reporting actual security incidents to the appropriate staff.

Required Knowledge, Skills, and Abilities