Corporate Receptionist

at  Portsmouth Hospitals University NHS Trust

Company Description
Here at Portsmouth Hospitals University NHS Trust, we are proud to provide expert, compassionate care for our local population. We are ranked as the third in the country for research, embedding education and training across the organisation. Our main hub is the Queen Alexandra Hospital, which is one of the largest hospitals on the south coast employing over 8,700 staff.
Our patients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes our hospital stronger. If you share our values and our enthusiasm for getting it right for patients, colleagues, and our community, you will find a home at Portsmouth Hospitals University NHS Trust.
Job Description

JOB SUMMARY:

To project a modern, professional, capable and customer facing service in the corporate reception areas of the QA site.
To be the first point of contact for the majority of non-emergency patients, their carers and visitors: to provide information, give directions, offer advice and assistance either face-to-face or via telephone enquiries.
To offer support and empathy to our patients and the ability to defuse high emotional situations, professionally and discretely
To provide reception cover on the main reception on all corporate reception areas.
This role will be required to work over a 24/7 in line with the roster

QUALIFICATIONS

• NVQ 2 in Customer Service or relevant experience
• 2 years’ experience in a customer facing role

EXPERIENCE

• NHS experience (Desirable)
• GCSE English and Maths
• Working with the general public in a customer facing role for at least 1 year
• Worked as part of a team

SKILLS AND KNOWLEDGE

• Ability to communicate effectively with all visitors to the QAH site
• Ability to manage and resolve patient/visitor/carer related queries professionally
• Ability to use multiple computer programs
• Ability to work using own initiative
• Ability to balance competing priorities
• Confident in dealing with highly emotive situations, whilst remaining calm
  Additional Information
  The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.
  We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.
  We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs

• To be the first point of contact and provide customer assistance to patients, carers and business visitors to the Trust.
• The post-holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with team members
• Communicate effectively with patient and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly.
• Show compassion and empathy
• Respond to enquiries by telephone and in person in a courteous, professional and informed manner.
• React calmly in high emotional situations, always showing empathy and compassion
• Deal with face-to-face and telephone enquiries in a courteous, professional and informed manner, ensuring adherence to Trust Policies regarding Confidentiality
• In the absence of portering staff, reception staff will be expected to take patients in wheelchairs to the appropriate area
• Work to standard procedures, using Trust and Local policies and procedures.
• Data entry, for example: accessing the Trust’s Patient Centre system to accurately record the admission, transfer and discharge of patients or entering feedback from patient surveys
• Access the Patient Centre system to answer patient related queries.
• In staff absence, staff maybe asked to assist in covering shifts on the rota to ensure that the service is covered.
• Staff will be requested to support portering to deliver casenotes to various areas within the QAH site.
• The post holder may be required to undertake other duties relevant to the service as may be determined by the Management Team.
  Qualifications