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Detailed job description and main responsibilities

Meeting, greeting and providing a welcoming reception for all staff, patients and members of the general public visiting, and to ensure that at all times the reception duties are carried out to the highest standards.

Responsible for processing all telephone calls to the clinic.

To provide a receptionist service directing patients/clients to the appropriate area as determined by clinical/service appointments or otherwise. Dealing with direct personal queries at the reception desk.

Operate the switchboard in a courteous and efficient manner respecting patient confidentiality and expressing diplomacy/sensitivity when taking messages and relaying detailed information to relevant personnel.

Responsible for organising appointments and maintaining the scheduling system for the various services within your clinic.

To schedule, manage, negotiate, arrange and amend appointments and clinics within established guidelines. This will include dealing with telephone and direct enquires from patients, staff, other health care professionals and visitors on a daily basis. To act on own initiative in the absence of senior staff to resolve any queries/problems, fill vacant appointments, maximise clinic capacity and use resources variably.

To arrange transport for patients, liaising with the ambulance service; to record and monitor any transport problems and negotiate solutions acceptable to patients, therapies staff and the ambulance service.

To distribute departmental post, prioritising anything that requires urgent attention and ensure relevant documentation is acted on promptly and appropriately.

To provide non-clinical advice and information regarding appointments, processes or procedures to patients, visitors and other members of clinic staff, as required.

Authorised to use the Trust IT system (Lorenzo) to view and retrieve patient information, on behalf of the various departments, as requested and to use this system to schedule, manage, negotiate, arrange and amend appointments and clinics.

Responsible for dealing with both internal and Royal Mail postal systems.

To be vigilant in observation of the clinic security system, taking appropriate action as required and report any such action immediately.

To respond to the fire alarm and emergency calls ensuring established procedures are followed.

To book meeting rooms on site.

The post-holder will advise the Multiple Site Reception Manager/Senior Administrator Hotel Services as soon as is practicable of any problems or operational difficulties which affect the efficiency of the reception service.

To work in other areas/clinics, subject to ability to travel.

To be able to advise general enquiries, both telephone and face to face with regard to Family Planning Clinics.

To be able to handle distressed/aggressive patients/clients in a sympathetic and understanding manner and to be able to resolve issues with a minimum of guidance.

To be responsible for the allocation of internal keys to the building on a day-to-day basis ensuring their safe return.

Reporting/logging all maintenance work/requests

Be responsible for dispensing of hearing aid batteries, issuing welfare foods in exchange for tokens or cash and issuing foot files for cash, ensure adequate stocks are maintained and re-order as necessary.

Organise own workload.

Assist with the opening and closing of the clinic when necessary.

Be responsible for the ordering of stationery for reception only, and when delivered to ensure that all goods are checked against delivery notes and stored in appropriate cupboards and all paperwork accurately filed.

To carry out any other additional duties as deemed appropriate the status of this post.

Communications and Working Relationships:

To have good interpersonal skills and be able to communicate with staff, patients, visitors and clinic users.