Band 4 - Reception Co-Ordinator - UCLH

University College London Hospitals NHS Foundation Trust (UCLH) are searching for a passionate and experienced Reception Co-Ordinator to join their highly skilled team.

UCLH, situated in the West End of London, is one of the largest NHS trusts in the United Kingdom and provides first class acute and specialist services both locally and to patients from throughout the UK and abroad.

The new state-of-the art University College Hospital which opened in 2005, is the focal point of the Trust alongside six cutting edge specialist hospitals. UCLH was one of the first trusts to gain foundation status.

The Role:

The role of Reception Coordinator is an integral part of the multidisciplinary team working in a clinical setting. The post holder is required to welcome patients and visitors into the department, answering any queries and providing reassurance when needed. The Reception Coordinator supports clinical colleagues in ensuring that the department runs smoothly and efficiently, dealing with complex operational issues that arise.

Main Duties and Responsibilities:

1. Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity.
2. Deal with queries in an efficient, helpful and courteous manner to ensure a prompt resolution, using experience and judgement to deal with complex queries that have been escalated to you from your team.
3. Ensure telephone calls are answered promptly and all queries dealt with effectively.
4. Respond to emails in a timely manner.
5. Receive incoming emails and send outgoing emails from a generic mailbox, in line with generic mailbox guidance where applicable.
6. Communicate clearly, effectively and appropriately with the multi-disciplinary team, keeping them informed of any changes relevant to the department or their clinic.
7. Ensure all patients and visitors sitting in the waiting rooms are communicated with and kept up to date with relevant information or delays to their appointment.
8. Where waiting times are higher than expected, take steps to address the issue and liaise with clinical teams to ensure patients are informed and that delays are minimised.
9. Handle patient and other service user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible.
10. Provide support to Clinic Receptionists in dealing with complaints or in situations where a Clinic Receptionist has been unable to resolve the issue, using tact, empathy and advanced communication skills to assist the patient or visitor.
11. Use tact and diplomacy to influence clinical colleagues and promote adherence to outpatient administration protocols, regarding outcome forms, start and finish times for example.

Requirements:

• Educated to GCSE level or equivalent, with Grade C or E above in English and Maths.
• Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
• NVQ Level 4 in Business.
• Administration, Customer Service, Healthcare Support services or equivalent qualification.
• Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
• Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
• Experience of working in a customer facing environment, resolving queries and using initiative to ensure first class service delivery.
• Previous NHS experience, or experience of working in a healthcare setting.

As a thanks to all our invaluable Bank Staff, we are happy to offer the following benefits:

• Flexible working hours
• Access to free Bank Partners Core Skills training
• Ability to self book and monitor shifts with online timesheet and weekly pay system
• Opportunity to work across multiple specialities to gain invaluable experience in various specialities
• Priority of shifts over all agency workers
• Competitive pay

Apply now for this exciting opportunity by attaching you CV, and a member of our recruitment team will be in touch shortly.