Receptionist

Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.

The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Job overview

If you are successful you will be joining an admin team of approximately 19 members based around Norfolk - Wymondham, Dereham, Attleborough & Long Stratton.

• Answering telephone calls
• Meeting and greeting patients
• Receiving and distributing post
• Scanning
• booking/amending & cancelling appointments
• Re-acting to whatever walks through the door
• Supporting patients and staff with queries
• Ad-hoc tasks - role appropriate

Working for our organisation

All staff adhere to the Behaviour Framework where the top of the list is 'Care, Respect & Dignity' this applies to colleagues and patients. Come work for an organisation that you can feel Proud of.

• Good benefits package including a minimum 27 days annual leave, plus Bank Holidays.
• Opportunity to join the NHS pension scheme.
• Wellbeing support (gyms, free eyesight test, cycle to work scheme, staff physio service and wellbeing resources).
• Free parking at most sites.
• Supportive, positive culture that is well led, with regular supervision.
• Comprehensive in house and external training programmes available.
• Gain experience and learning whilst making a difference and working for one of the world’s biggest brands - the NHS.

Apply now to join an organisation that has been awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.

Detailed job description and main responsibilities

To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties which will include:

• Dealing appropriately with all telephone enquiries as well as face to face patient contact, which may include investigating and problem solving as well as regularly dealing with matters of a complex and/or distressing nature.
• Using a range of software programmes to produce, maintain and distribute documents, including adhoc and routine reports, spreadsheets, and databases, which may include medical terminology and clinic information.
• Photocopying, scanning and emailing documentation promptly and efficiently, generating and distributing letters, tasking clinicians, ensuring that all patient records are maintained and kept up-to-date. This includes the assembling of patient information packs to be handed out to patients.
• Receiving, sorting and distributing mail and ensuring that outgoing mail is sent in a timely manner.
• Researching appropriate websites, downloading and circulating documents as requested.
• Issuing parking permits to colleagues
• Issuing and activating door fobs

To open/close Reception office, greet visitors, provide information and direction, make and manage room bookings for staff and clinicians, resolving appointment conflicts as and when required.

To undertake receptionist/telephonist duties, be a point of contact for internal and external callers and visitors, accepting deliveries, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters and ensuring that accurate messages are passed on in a timely manner.

To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients’ fears and lack of understanding, exercising tact, judgement and confidentiality in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.

To provide basic administration support for Norfolk County Council (NCC) colleagues such as printing and posting, receiving and transferring of calls, receiving deliveries and greeting service users.

Inputting onto various databases and systems, including SystmOne, Cloudbooking, Powergate, and the Spine Portal within the required timescales and deadlines. This includes scanning documents onto patient records within a specific time frame.

To be responsible for the efficient use of office equipment and nursing supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, Powergate, and carrying out research into goods and services as directed.

This includes carrying out checks to ensure the Defibrillator machine and panic alarms are working correctly.

Provide cover in other departments as required, during periods of absence, as directed by the Supervisor or Admin Team Leader. This may require travelling to other sites

To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to the Admin Team Lead.

It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.

To attend relevant team and service meetings, when required. These may be virtual or in person. This may require travelling to other sites.

Person specification

Qualifications

• Maths and English GCSE (Grade C or above), or equivalent
• Good keyboard and IT skills.

• RSA typing or equivalent experience
• Shorthand

Experience

• Proven administration experience in a busy office environment
• Proven experience of working as part of a team

• Knowledge of NHS ordering systems
• Knowledge of SystmOne, PAS etc.
• Knowledge of NHS invoicing systems

Skills, abilities and Knowledge

• Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
• Good organisational and communications skills
• Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
• Articulate, calm, polite and well-motivated with a positive attitude to customer care

• Customer Care Skills
• Enhanced IT Skills
• Planning Skills
• Supervisory skills

Communication

• Good communication skills

Personal Attributes/Behaviours

• Enthusiastic and motivated
• Committed to providing the best possible service to patients
• Tact and diplomacy
• Able to work on own initiative
• Team Player

Other

• Flexible attitude and approach to work to meet service needs
• Able to make own transport arrangements

All sites are Smoke Free.

If you are an applicant from outside the UK and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.

Please note: Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.

Redeployment - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.

However if you are registered with the update service this may not be required.

Closing and Interview Dates -This vacancy may close early if sufficient applicants are received.

Data Protection - A privacy notice detailing how we will handle your data is attached to this advert as a document. Your application will be transferred to our recruitment management system (Trac) once the advert has closed and you will receive notification then detailing how Trac will handle your data.