We are looking to recruit a Receptionist who will work primarily in the Urgent Treatment Centre, (based at New Cross Hospital) as part of our Emergency Services Directorate. You will provide an efficient and confidential service, ensuring the professional image of the Service is maintained at all times.
Working various shifts per week the service will be open every day of the week 24 hours per day. Flexible working is essential for the post as this is a 7 day service.
The role will encompass dealing with patients, clinical and non-clinical staff by face to face and telephone; subsequently you will require excellent communications skills. A flexible approach to this role is essential to ensure the demands of the service are met.
The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organization and leader in delivering compassionate care for our patients.
We are delighted that we have been rated as “Good” by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.
The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.
To provide efficient and confidential support to the Urgent Treatment Centre, by delivering a comprehensive, high quality, accurate reception service.
Ensure that all enquiries are completed according to departmental procedures and within set quality standards.
To provide a comprehensive service where the service user/professionals receives a full explanation and response to their enquiry.
To communicate accurately by telephone, email and other appropriate means.
To keep accurate records of all referrals into the Service.
To accurately complete any documentation that is required to process referrals into the service.
To accurately record patient details on IT programmes as required.
To file all registration documents and keep in the department for statistics and auditing purposes.
To maintain an effective electronic and paper based filing system.
To be directly involved in any pilots, programmes or initiatives within the Urgent Treatment Centre.
To Support all staff at the Urgent Treatment Centre to ensure that the service runs effectively and efficiently.
To provide reports from the IT systems as required and send appropriately as instructed.
To use a variety of communication styles to ensure effective telephone/face to face communication; this includes working with those who may have difficulties in communication, who are vulnerable, from a range of cultural backgrounds.
To deal with and support patient pathway as they are developed and agreed within the health care system.
To continuously work to develop systems that will improve the efficiency, effectiveness and support the smooth running of the department.
To attend mandatory training sessions and undergo training/development as required.
To take part in the annual PDR appraisal training.
To assist in training new starters i.e. supporting new staff within the Department as part of the induction process
To adhere to all local and Trust wide policies and procedure.
To ensure that effective lines of communication are maintained between the service and other members of the Trust.
To act as a first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude.
To liaise with staff at all levels across the Trust on matters relating to the department.
To liaise with professional groups, individuals and agencies regarding the department.
Attending meetings, taking notes/minutes if required.
To take responsibility for progressing issues raised within workload, obtaining responses and co-ordinating meetings where necessary.
To manage competing demands in work time and priories work when necessary.
To collect and open all incoming post, prioritising and auctioning.
To be flexible in cover in the absence of colleagues as required, including covering at short notice ensuring a 24hr cover at all times.
To liaise with Administration Manager to ensure that risks in the service are identified and appropriately managed.
To undertake any other duties across the Trust, as appropriate, to meet the needs of the services as directed by the Lead Nurse Practitioner of the Urgent Treatment Centre and or/Administration Manager.