Company Description
Here at Portsmouth Hospitals University NHS Trust, we are proud to provide expert, compassionate care for our local population. We are ranked as the third in the country for research, embedding education and training across the organisation. Our main hub is the Queen Alexandra Hospital, which is one of the largest hospitals on the south coast employing over 8,700 staff.
Our patients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes our hospital stronger. If you share our values and our enthusiasm for getting it right for patients, colleagues, and our community, you will find a home at Portsmouth Hospitals University NHS Trust.
Job Description
NHS Salary Band: Band 2, £24,465 per annum
Hours per week: Full time, 37.5 hours per week
Contract Type: Permanent
Working for our organisation
Do you have a keen interest in customer service? Would you like to be the face for patients and service users? Do you get job satisfaction from helping people?
We are currently looking for a receptionist to join our Patient Reception Team based at Queen Alexandra Hospital. If you can work under pressure to high standards, have excellent interpersonal and communication skills, and can deliver a high quality of care in a busy professional environment, we would like to hear from you!
The opportunity
If you are interested in a role in administration or looking to start your career in the NHS, then join our friendly Reception team supporting the needs of the public and making a real difference!
We are looking for you to be a highly motivated and enthusiastic person with a high level of attention to detail. It is essential that you are confident, calm and have an empathetic approach while being able to communicate effectively. This role is within a busy, dynamic and changing environment where no two questions are the same. You should have a strong understanding of confidentiality and data protection.
You will be working collaboratively alongside your Reception colleagues to ensure that all service-users are welcomed in a professional manner. You will also be managing the calls and visitor activity coming into the building, and providing a comprehensive, confidential, reception and administrative service. As well as providing support to maintain the operational function of the building, there will be opportunities to assist the Team Administrators with general administration tasks.
Full training will be provided. You will be part of a supportive team operating on an 11-week rota, ensuring our reception areas are covered 24/7, including weekends, bank holidays and nights. In return, we offer enhancements on shifts worked on the week and during unsociable hours after 8pm.
Please see example shift patterns below:
- Early shift: 7am to 3pm
- Day shifts: 8am to 4pm, 9am to 5pm
- Late shift: 3pm to 11pm
- Night shift: 11pm to 7am
Job Summary
- To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust.
- Recognise people's needs for alternative methods of communication and respond accordingly.
- Respond to enquiries by telephone and in person in a courteous, professional and informed manner.
- React calmly in high emotional situations, always showing empathy and compassion.
- In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area.
- Data entry, for example: accessing the Trust's Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys.
- Access the Patient Care system to answer patient related queries.
- Staff will be requested to support portering to deliver case notes to various areas within the QAH site.
Qualifications
For further details, please refer to the Job description
- NVQ 2 in Customer Service or relevant experience
- GCSE English and Maths
Experience
Essential
- 2 years experience in a customer facing role
- Working with the general in a customer facing role for at least 1 year
- Worked as part of a team
Desirable
Skills And Knowledge
- Ability to communicate effectively with all visitors to the QAH site
- Ability to manage and resolve patient/visitor/carer related queries professionally
- Ability to use multiple computer programs
- Ability to work using own initiative
- Ability to balance competing priorities
- Confident in dealing with highly emotive situations, whilst remaining calm
Additional Information
The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.
We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.
We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.
