The post holder will manage the Reception desk and provide administrative support in the Minor Injuries Unit.
You should be confident in dealing with issues of confidentiality and ensuring patients details are accurately recorded.
You will work collaboratively alongside the clinical Team to ensure all service users are welcomed in a professional manner.
The post holder should have excellent communication skills, be a team player and have the ability to adapt to changes in the service as required.
To manage the Reception desk including greeting patients and visitors, booking patients in to be seen and directing them to the appropriate service if required.
To answer all non-clinical enquiries in a professional, empathetic, polite and courteous manner.
To undertake clerical duties as directed by clinical staff on duty or the Clinical Services Manager.
Rated GOOD overall with outstanding care by the CQC. A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond.
We specialise in conditions of the eyes (corneoplastics), hands, head and neck cancer and skin cancer, reconstructive breast surgery, maxillofacial surgery and prosthetics, providing regional and national services in these areas of clinical expertise. Our world-leading clinical teams also treat more common conditions of the eyes, hands, skin, and teeth for the people of East Grinstead and the surrounding areas. In addition, QVH provides a minor injuries unit, expert therapies, a sleep service, and a growing portfolio of community-based services. Patients consistently rate QVH amongst the top hospitals in the country for quality of care.
Our success is underpinned by the skills and enthusiasm of our staff and a strong culture of partnership. We are fully committed to training and development of the workforce with support for continuing education and learning.
The post holder is expected to deliver a responsive and high quality service to patients and their relatives/ carers.
Present a positive image of the service and the Trust by offering a warm welcome and reassurance to patients and relatives/ carers who may be anxious upon their arrival.
Manage the reception desk and ‘front-of-house’, greeting patients and visitors, ensuring they are directed to the appropriate waiting area or other departments as required.
Book patients in for registration to be seen in MIU, entering / updating demographic details on to appropriate booking systems.
Key responsibilities
Manage the reception desk and ‘front-of-house’, greeting patients and visitors, and ensure they are directed to the appropriate waiting area or other departments, as required, keeping them regularly informed of any delay.
Answer all non-clinical enquires either face to face or by telephone which may be of a sensitive nature in a professional, empathetic, polite and courteous manner.
Take and relay accurate messages for clinical staff and prioritise information as required.
Liaise with medical secretaries and ward clerks in other areas / departments across the Trust.
Deal with queries and challenging patients at reception knowing when to escalate to senior staff or when to request assistance.
Undertake clerical duties as directed by clinical staff on duty or the Clinical Service Manager.
Report any problems to the Shift Leader / Clinical Services Manager as appropriate.
Book patients into the Minor Injuries Unit, entering / updating demographic details on to Patient Centre / the Patient Administration System (PAS) and compile notes.
Collect and deliver post for both internal and external mail.
Collect and deliver notes to other departments within the hospital under the direction of clinical staff.
Undertake photocopying activities and the distribution of copies as required.
Collate stationery requests for ordering as and when required.
Ensure the waiting area are clean and tidy, reporting any issues to the Clinical Service Manager.
Undertake daily and monthly filing. Arrange transfer of files to Medical Records.
Enter basic data onto standard programmes (for example, using Excel).
