Senior Receptionist

NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an 'Outstanding' rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C's "compassionate, inclusive and effective leadership at all levels", the CQC observed that our staff are well supported to make positive changes and innovations.
Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.
We welcome applications from people who share our values and can help us deliver outstanding care in our local community., As a Senior Receptionist, the postholder will contribute to the smooth running of the main reception at Norwich Community Hospital and community reception at Thorpe Health Centre, providing daily support for direction.
The role will include administrative support duties such as answering telephone calls, greeting patients upon their arrival, assisting patients with queries and use of NHS computer systems including SystmOne to check in patients and additional admin support as required. The reception team are required to maintain strict confidentiality and will be expected to communicate with patients and relatives with courtesy and discretion at all times.
Being able to demonstrate excellent organisational and effective communication skills is essential, along with being able to work collaboratively as part of a team, using your own initiative, and working to deadlines. You will have experience of undertaking a range of administrative duties and have excellent customer care skills. You will need to be able to evidence a good solid background working in a busy office environment and will be required to work proactively. Experience of working in the NHS is preferential. Knowledge of SystmOne would be advantageous, but training will be provided for the successful candidate., To carry out and prioritise a variety of administrative and clerical duties, coordinating Reception staff and liaising with clinicians, and undertaking general office duties (prioritising and generate own workload), which will include:
+ Dealing appropriately with all telephone enquiries as well as face to face patient contact, which may include investigating 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 ad hoc and routine reports, spreadsheets, and databases, which may include medical terminology.
+ To coordinate a group of staff on a daily basis, being the senior port of call.
+ Photocopying, scanning, emailing and overseeing the Reception email inboxes, distributing and generating documents and letters, reports and other correspondence promptly and efficiently, ensuring that all patient records are maintained and kept up-to-date.
+ Receiving, sorting and distributing incoming mail, as and when required and ensuring that outgoing post is sent in a timely manner.
+ Researching appropriate websites, downloading and circulating documents as requested.
+ Identify and report areas within working processes and procedures that could improve service delivery.
+ To maintain and organise meetings and clinics, which will include resolving appointment conflicts, making room bookings and greeting visitors.
1. To open/close Reception office, greet visitors and provide information and direction, make and manage room bookings for staff and clinicians, logging the issue/return of room keys and issue onsite car parking permits for eligible visitors and staff. Resolve appointment conflicts and circulate meeting invitations, formulating agendas and taking formal minutes or notes at meetings as and when required.
2. To manage the main switchboard and support with new initiatives and training.
3. To undertake audits as requested by the Admin Team Lead.
4. To undertake receptionist/telephonist duties, be a point of contact for internal and external callers and visitors, 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.
5. Receive and process telephone calls, including 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 coordinate a team of Reception staff both onsite and at Thorpe Health Centre, assigning tasks, delegating duties, organising desk and lunch rotas, supporting and facilitating training needs for existing and new starters, offering guidance on procedures and promoting Reception as a positive point of contact for visitors and staff.
7. 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.
8. Inputting onto various databases and systems, e.g. SystmOne, STORM, Powergate, and the Spine Portal and designated spread sheets, within the required timescales and deadlines. This includes scanning documents onto patient records within a specific time frame.
9. In conjunction with colleagues, be responsible for processing petty cash claims, reimbursing staff and patients in accordance with Trust policy, handling monies securely, ensuring that petty cash, monies or valuables are accurately recorded and stored safely and that a monthly count and audit is carried out to reconcile the account and ensure compliance with procedures. This includes sending monthly reports to the finance department.
10. To process the order of parking permits for the Community Nursing teams, liaising with Clinical Operation Managers to ensure appropriate quantities ordered, recording accurate information on spreadsheets and on their arrival notifying and distributing to teams appropriately.
11. To receive controlled drugs in accordance with Trust Protocol Guidelines, ensuring secure storage and distribution to the relevant disciplines. This includes communicating with the relevant parties. Also, to monitor stock medication stored at Reception, prompting timely orders as necessary.
12. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning/authorising and receipting goods and services on the NHS procurement system, Powergate, and carrying out research into goods and services as directed
13. To report maintenance, cleaning, security, health and safety and other site issues in line with current procedures keeping the line manager/ site manager informed at all times.
14. To implement policies for own work area and propose changes as necessary and demonstrating required duties to new starters. To monitor and report sickness absence and annual leave
15. Provide cover in other departments as required, during periods of absence, as directed by the Admin Team Leader. This will require travel to other sites.
16. It is the post holder's responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
17. To attend relevant meetings. These may be virtual or in person. This may require travelling to other sites.
Equal Opportunities - We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. Additionally, people with disabilities that fall under the Disability Confident Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification). All sites are Smoke Free.
Immigration Status - Norfolk Community Health & Care NHS Trust is a diverse employer and welcomes all job applications. However, potential applicants should note that although the Trust is registered with the Home Office as a sponsor organisation for migrant workers, sponsorship can only be offered against Skilled Worker visas. If you are an applicant from outside the UK and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.
Please note: Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.
Redeployment - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.
DBS - If this post is subject to a Disclosure and Barring Service (DBS) check and you are not a current employee of Norfolk Community Health and Care NHS Trust or being recruited as an Apprentice then the cost of the DBS check will be automatically removed from your first month's salary. However if you are registered with the update service this may not be required.

Are you a confident, and flexible person, with excellent engagement, customer care, and communication skills, who can work as part of a creative and motivated team? If you are, we would really like to hear from you!
We are looking for an enthusiastic, self-motivated, and caring individual to join our reception team at Norwich Community Hospital as our Senior Receptionist.
This is a full-time, Band 3, substantive post. The base for this post is Norwich Community Hospital but you may be required to travel frequently to other sites in Norwich. You will need to be versatile and have access to a vehicle or be able to make alternative travel arrangements.

Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
+ Good benefits package including a minimum 27 days annual leave, plus Bank Holidays, increasing after 5 years and 10 years to a maximum of 33 days
+ Opportunity to join the NHS pension scheme.
+ Wellbeing support (gyms, free eyesight test, cycle to work scheme, wellbeing resources)
+ Supportive positive culture that is Well-Led with regular supervision
+ Comprehensive in house and external training programmes available
+ NHS discounts and many more
Please note that applications are accepted by completion of our on-line application form. We cannot accept CV's.