Receptionist & Admininstrative Support

Job overview

The Physiotherapy and Occupational Therapy teams at Southmead Hospital are looking to recruit two receptionists who will also provide administrative support to the services. This is a fast-paced, varied and exciting environment ideally suited to individuals who are organised, efficient and have excellent interpersonal skills. You will thrive in a role where no two days are the same.

We are looking for bright and friendly individuals who are adaptable and able to manage their own workload effectively. You should be calm, well-motivated, and demonstrate a positive and flexible approach to a challenging and varied working environment. Excellent communication skills are essential for these roles.

Previous experience of working within a hospital setting or in a clerical or receptionist role is desirable. If you are looking to become part of a diverse, dynamic and committed healthcare team, this could be the opportunity for you.

Main duties of the job

As a Receptionist/Administrator your key responsibilities will include:

• Providing a professional and friendly reception service for patients and visitors.
• Managing appointments, clinic bookings and patient enquiries.
• Supporting administrative processes including data entry and record management.
• Liaising with clinical and administrative staff to ensure smooth service delivery.
• Ensuring accurate and timely use of Trust systems.

You will be expected to work flexibly and manage your workload effectively ensuring a high standard of service is maintained at all times.

Detailed job description and main responsibilities

We are looking for enthusiastic and motivated individuals who:

• Are organised, efficient and able to prioritise their workload
• Have excellent interpersonal and communication skills
• Demonstrate a calm, professional, and friendly manner
• Are adaptable and able to respond to a changing work environment
• Bring a positive, flexible, and proactive approach to their work

Previous experience working in a healthcare setting or in a reception/administrative role is desirable, but not essential.

Full Job roles and description as follows:

• To welcome patients, carers and visitors to the department.
• To be polite and friendly, dealing with queries in an efficient and timely manner.
• To ensure patient information is kept confidential and not shared with others.
• To respond to queries from patients, carers, visitors and staff.
• To maintain a safe environment for patients and staff, raising concerns promptly.
• To keep patients informed if clinics are overrunning.
• To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention.
• To oversee patients awaiting transport and liaise with the transport department in relation to patients still waiting.
• To take and action internal calls on the reception desk.
• To follow and adhere to Trust Standard Operating Procedures and Quick Reference Guides (QRGs).
• To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.
• To book follow up appointments as patients leave the department.
• To ensure patient essential information is checked and updated at each visit, eg. telephone contacts, ethnicity etc.
• If required to generate a letter for patient once appointment has been scheduled.
• To carry out the administratively element of the appointment outcome in a timely manner meeting the required key performance indicators.

Admin Support

• To process patient referrals received including transferring referrals to other service providers and other departments.
• To respond promptly to short-notice clinic cancellations ensuring all patients are promptly contacted by telephone and verbally informed of the clinic cancellation before rescheduling their appointment.
• Retrospective booking of clinics appointments to ensure all patient attendances are recorded appropriately on Careflow.
• Adding patients to a waiting list where necessary offering appointment dates within agreed timescales as per Patient Access Policy ensuring patients are managed chronologically or according to priority of referral (urgent and routine).
• To deal with enquiries from all service users in a helpful, courteous and diplomatic manner.
• Photocopying, filing and other administrative duties to ensure the efficient running of the office as well as being flexible in terms of ad-hoc administrative tasks requirements.
• EDMS uploading as required.
• Ensure that patients are offered the first available date considering previously cancelled appointments with multiple patient cancellations being flagged to treating clinician for clinical validation.
• Notifying patents of their booked appointment date and time verbally by telephone (ie when booking into a last-minute slot).
• Ensuring appropriate paperwork is sent to patients in a timely manner relevant to group bookings.
• To be flexible to alter shifts to support cover and duties due to annual leave/sickness where possible.
• Provide cover for colleagues across the specialty during periods of planned annual leave and sickness.
• Promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner. This may include enquiries from patients, their GPs and other departments/hospitals.
• Maintain a high quality in own work and encourage others to do so.
• To assist with the training needs of new staff starters.
• Contribute to own personal development and assist with learning and development activities.
• Be aware of the needs and concerns of patients and to provide a friendly, efficient service to patients. Use effective listening and communication skills when dealing with potentially distressed patients. Use empathetic approach to patients seeking assistance from clinical staff/senior managers as appropriate.
• To undertake additional administrative tasks and responsibilities as required by the B4 team leader and/or Specialty Manager.