Receptionist

Job overview

The Havens is recruiting a full time Band 2 Receptionist to join our dedicated team.

The Havens are London’s Sexual Assault Referral Centre (SARC) located in Camberwell, Paddington (Ladbroke Grove) and Whitechapel, providing 24/7 (365 per year) forensic medical examinations and care to people disclosing rape or sexual assault.

This post will be predominately based at our Haven Camberwell site although regular cross site working is expected. Working pattern is Monday to Friday (excluding bank holidays) 9am to 5pm shifts, with a 12 noon to 8pm shift (maximum once per week, typically once every two weeks - at the time of publication, awaiting an implementation date)

The post holder will work as part of team in facilitating a high quality customer-focussed reception service including: taking and transferring calls (including client calls), registering clients, booking in clients on arrival, directing clients to the appropriate staff and preparing and administering clinical proformas and client files. The post-holder will be responsible for entering highly sensitive information onto the Havens systems. This involves sexual assault information which may be used in criminal investigations. The data entry needs to be accurate so attention to detail is crucial.

Main duties of the job

To be part of the reception and administration rota providing a friendly, professional and welcoming reception and administration service.

To answer telephone calls, take messages and respond to calls including those from clients and police enquiries in a courteous and professional manner, maintaining confidentiality at all times. To refer callers to the appropriate staff members in a timely manner. To act as the first point of contact for clients returning to the Havens follow-up services and booking and managing follow up appointments for clients. To undertake data entry (client and other data) and uploading of documents to the Havens client management system(s), databases and spreadsheet trackers. To send external referrals and other shared data and documents, including to police, GPs, social care ensuring strict adherence to information governance security and confidentiality. To liaise closely with clinical colleagues to ensure that clinics and appointments are run well, including virtual appointments, appointment reminders and the administration required to support such. To provide clinical administration support which will include liaison with partner services and referrers, arranging client appointments and providing pre and post clinic and appointment administration.  To review, distribute and action incoming emails received within service generic mailboxes. To undertake photocopying, scanning, notes archiving.

Detailed job description and main responsibilities

• 1.    Main Duties & Responsibilities a.    To be part of the reception and administration rota providing a friendly, professional and welcoming reception and administration service. b.    To answer telephone calls, take messages and respond to calls including those from clients and police enquiries in a courteous and professional manner, maintaining confidentiality at all times. c.    To refer callers to the appropriate staff members in a timely manner. d.    To act as the first point of contact for clients returning to the Havens follow-up services and booking and managing follow up appointments for clients. e.    To undertake data entry (client and other data) and uploading of documents to the Havens client management system(s), databases and spreadsheet trackers. f.     To send external referrals and other shared data and documents, including to police, GPs, social care ensuring strict adherence to information governance security and confidentiality. g.    To liaise closely with clinical colleagues to ensure that clinics and appointments are run well, including virtual appointments, appointment reminders and the administration required to support such. h.    To provide clinical administration support which will include liaison with partner services and referrers, arranging client appointments and providing pre and post clinic and appointment administration. i.      Ensure clients are logged in and out of Havens clinics on the Havens appointment system. j.      To review, distribute and action incoming emails received within service generic mailboxes. k.    To undertake photocopying, scanning, notes archiving. l.      To assist in maintaining the smooth running of office equipment. m.  To support monitoring and ordering of stock, including stationery and basic clinical supplies. n.    To use email and computer programmes as effective business and communication tools.
• .    To assist administrators in providing a confidential secretarial typing service for Havens clinicians. p.    To communicate with other admin staff and the post-holder’s line manager on issues relating to administration and reception, and where appropriate take action as directed by the management team. q.    To adhere to all Haven policies, procedures and quality standards and generally assist in the smooth running of the Havens. r.     Action promptly and effectively statements, notes requests and court warnings. s.    To attend, engage and prepare for own One2One supervision sessions with line manager. t.     To undertake any other duties appropriate to the post. 2.    GENERAL a.    The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the service, in addition to the specific risk management, accreditation and governance accountabilities associated with this post. b.    To observe the rules, policies, procedures and standards of King's College Hospital NHS Trust together with all relevant statutory and professional obligations. c.    To live and role model the King’s Values of a Kind, Respectful, Team. d.    To observe and maintain strict confidentiality of personal information relating to patients and staff. e.    To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues. f.     This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this job description will be subject to review in consultation with the post holder. g.    All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication. 3.    SAFEGUARDING

The Trust takes the issues of Safeguarding Children, Adults and addressing Domestic Abuse very seriously. All employees have a responsibility to support the organisation in our duties by:

• attending mandatory training on safeguarding children and adults
• familiarising themselves with the Trust's processes for reporting concerns
• reporting any safeguarding child or adult concerns appropriately 4.    INFECTION CONTROL STATEMENMT

The post holder has an important responsibility for and contribution to make to infection control and must be familiar with the infection control and hygiene requirements of this role.

These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training.  These standards must be strictly complied with at all times.