Detailed job description and main responsibilities

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 the procedures, 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 clinical lead / Clinical Services Manager as appropriate.
• Book patients into the Unit, entering / updating demographic details on to Patient Centre / the Patient Administration System (PAS); compile notes / arrange for existing notes to be located / identified and delivered/ collected in advance of appointments / clinics after discharge from the unit.
• Book patients into Review clinic as directed by Clinical Team Leader/Service Manager as appropriate.
• 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).