Administration Support - Receptionist

Detailed job description and main responsibilities

Main Duties & Responsibilities

1    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 investigation 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, spread sheets, databases which may include medical terminology.
•    Photocopying, scanning, emailing and monitoring the Reception inbox corresponding promptly and efficiently, generating and distributing letters, ensuring that all patient records are maintained and kept up-to-date.
•    Franking, receiving, sorting and distributing mail as and when required, and ensuring that outgoing mail is sent in a timely manner.
•    Researching appropriate websites, downloading and circulating documents as requested.
•    Where required, work as a team with a group of staff on a daily basis, supporting the nursing stock volunteer with training, communicating changes and providing updates on procedures and best practice.

2    To greet visitors, provide information and direction, make and manage room bookings for staff and clinicians logging the issue/return of room keys. Resolving appointment conflicts and taking notes for meetings as and when required. For the benefit of NCH visitors and staff, issue onsite car parking permits when required.

3    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. Ability to refer issues to more senior staff as and when required. 

4    As part of the Norwich Place stock management process: 
•    Ordering and receipting all consumable stock 
•    Carrying out a weekly stock take of all goods Receiving and checking goods and reporting any discrepancies or other issues within procedural deadlines
•    Putting stock away in the stores room, maintaining stock levels
•    Arranging onward distribution to relevant departments or sites if required 
•    Maintaining up to date information recorded on stock spreadsheets, including base lines and previous orders 
•    Liaise with suppliers to resolve any issues or queries 

5    Receive and process telephone calls, including phlebotomy referrals which may be urgent or challenging, liaising with health professionals to correctly process the referral. Monitor the caseload, processing cancellations, including rebooking, or ending referrals/care.

6    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. 

7    Inputting onto various databases and systems, e.g., SystmOne, EP2P Oracle, STORM, Cloudbooking, Spine Portal within the required time scales and deadlines. This includes scanning documents onto patient records within a specific time frame.

8    To communicate with THC and NCH Reception to ensure that shared inboxes are monitored and dealt with efficiently and that across sites STORM lines are available for service users booking phlebotomy appointments, and to receive updates regarding procedures and good practise

9    To create and support a positive relationship with the onsite doctors’ surgery at THC, liaising with the partnership manager regarding cleaning and maintenance issues, and as required greet patients for the surgery informing and directing appropriately

10    To regularly communicate with clinical nursing leads based at Thorpe Health Centre, informing them of onsite maintenance which may affect site usage, providing and receiving updates on clinical stock orders and responding in a timely manner.

11    To be responsible for the efficient use of office equipment and supplies, requisitioning goods and services using the procurement system (EP2P Oracle) and carrying out research on products or services, as required.

12    To support site regularly with health and safety checks in clinical areas/rooms, reporting maintenance, security, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times

13    Organise own workload, without supervision on a daily basis

14    Ensure that patients, visitors and contractors are aware of and follow infection control best practice (where applicable). Report non-compliance or concerns regarding infection control issues / best practice to their line manager. 

15    To support with maintaining patient and staff safety and satisfaction, by reporting and raising issues with appropriate teams and management, in order to get appropriate facilities in place.

16    To support the maintenance, upkeep and escalation of issues to departments such as IT and Estates & Facilities, this includes: 

•    Support with the liaison of contractors that are on site, as directed by the Estates & Facilities team, as well as the GP surgery at THC and the clinical teams, in order to maintain patient and staff safety. 
•    Sending out communication to staff on site at Thorpe Health Centre on behalf of the Estates & Facilities team from relevant stakeholders. This can include covering matters such as patient environment and safety, cleanliness of site and general feedback. 
•    Facilitate requests between different clinical teams in regards to set up of rooms on site that can be booked, working with clinical colleagues to find a solution to suit all parties. 
•    Carrying out various observational checks around the Thorpe Health Centre site, and liaising with Estates on best practice to help manage this. Logging issues appropriately by use of systems such as Estates & Facilities Helpdesk and Datix, providing photographic evidence of works that may need to be carried or damage incurred to the building, to support Estates & Facilities to carry out the necessary works.
•    Being persistent in continually following up ongoing issues on behalf of other colleagues and clinicians. This can include chasing up issues with G4S, Norse, Estates & Facilities, and on behalf of the GP surgery who also operate on site at THC. 
•    Ensuring that manuals and procedures are up to date, such as implementing and updating the Fire Evacuation Procedure. This includes liaising with the Fire Officer and supporting with the fire drill process. 

17    In conjunction with colleagues, be responsible for processing petty cash claims,  reimbursing staff and patients in accordance with Trust policy, handling monies accurately and securely, ensuring that petty cash, monies or valuables are accurately recorded and stored safely.