Receptionist/Administrator

Job summary

Are you passionate about making a difference, where you can have a varied workday, and support clinical colleagues to deliver a high-quality service? We are seeking a Reception Administrator to join our Sexual Health Team based at St Mary's Community Campus, Portsmouth. You will be responsible for providing positive customer service to patients and visitors, dealing with patient queries and supporting patients to access our service.

You will be experienced in admin duties, IT systems, with excellent communication skills and be able to travel to multiple sites in Hampshire & Isle of Wight as required. Expenses will be paid for travel per Trust Policy.

Hours and regular working patterns will be up to hours per week: to be agreed within 08:00-20:00 Monday to Friday with the occasional Saturday morning.

Whilst we aim to provide all training at your base, there may be a requirement to visit sites in any Solent Sexual Health Service location for the purposes of training.

You may also be required on an ad-hoc basis to provide reception admin cover at any Sexual Health Service location.

Solent NHS Trust Sexual Health Service provides Sexual and Reproductive Health and Genito-Urinary Medicine services across Hampshire, Isle of Wight, Portsmouth and Southampton. Visit for more information.

Main duties of the job

Reception

First point of contact greeting patients and visitors and answering telephone calls from other clinical services.

Administrative

Supporting clinical services including scanning, filing, creating and sending clinic appointment letters and supporting information and supporting projects and audits as required.

ICT

Inform our electronic patient records system for booking and arriving patients. Monitor and action tasks on work lists. Use of Office 365 packages.

Team duties

To be part of a wider administration team as part of and integrated Sexual Health Service.

Patient engagement and feedback

To be actively involved in patient engagement and feedback, quality and audit and contribute to service improvement.

About us

We have been working with other local NHS Trusts to create a new organisation, bringing together all community, mental health and learning disability services from across Hampshire and Isle of Wight. Subject to approvals, the aim is for the new Trust to be formed by the end of 2024.

Project Fusion is the name for the programme to create the new combined NHS Foundation Trust. Hampshire and Isle of Wight Healthcare NHS Foundation Trust will be bringing the services into a single organisation will result in more consistent care, more equitable access to services irrespective of postcode, and a more sustainable workforce and services. The new organisation will operate locally to ensure services can best meet the needs of different communities.

The new Trust will be comprised of all the services currently provided by Solent NHS Trust and Southern Health NHS Foundation Trust, the community, mental health and learning disability services provided by Isle of Wight NHS Trust and child and adolescent mental health services delivered in parts of Hampshire by Sussex Partnership NHS Foundation Trust.

Colleagues will transfer to the new organisation under Transfer of Undertakings (Protection of Employment) -- known as TUPE on the day the trust is formed. TUPE is a legal process to ensure you transfer out of one organisation and into another, maintaining the terms and conditions of your employment.

Job description

Job responsibilities

To be the first point of contact for patients when attending the clinic. Deal with general enquiries, book appointments as required following standard operating procedures.

Use and populate the electronic record system (Inform) for clinical records or other service systems with accurate information

Follow agreed processes for dealing with emails on Outlook and daily prioritising both urgency and importance, taking responsibility for signposting or dealing with queries

Faxing, photocopying, scanning and electronic filing accurately and securely

Populate systems and databases required for service delivery

Gather information from systems/records for statistical collation including DNA reports

Liaising by telephone or in person with patients, colleagues and other healthcare professionals in a positive, friendly, calm and sympathetic manner, using good judgement to identify requirements in order to pass on information correctly or take appropriate action.

Process incoming and outgoing mail, telephone, or written messages, distributing appropriately and in a timely manner, taking responsibility for signposting or dealing with queries regarding issues arising.

Deal with incoming results via post, scan on to the electronic patient record system and distribute accordingly

Collate patient surveys and record and distribute accordingly

Prepare health promotion packs for distribution

Ensure duplicate patient records are merged prior to clinics

Prepare clinic list for reception by ensuring all necessary documentation is available according to current BCP Process

Update and process patient demographics on the electronic patient system (Inform)

Maintain stationery stock/ NHS supplies and ordering new stock as per Service procedure but does not hold a budget and is not a signatory for Finance.

To provide reception/admin cover for all clinic sites across the South, North and IOW Localities (this may be at short notice).

To monitor and action the worklist tasks in the electronic patient system (Inform) in accordance with administration/reception rota

Ensure waiting room information is monitored and maintained on a regular basis, and ensure a clean and tidy waiting room

Liaise with external agencies including interpreter services when required

Book transport for patients if required

To attend Education sessions, Team meetings, 1:2:1 supervision sessions and annual appraisal.

General Requirements

Ensure they and where appropriate their staff:

adhere to trust policies and procedures at all times,

comply with trust standing orders, standing financial instructions, policies, procedures and guidelines,

follow any policies and procedures in relation to infection, prevention and control

are aware of their responsibilities in relation to safeguarding children, and vulnerable adults, and the specific responsibilities placed on individuals who care for such clients/patients

take all reasonable steps to manage and promote a safe and healthy working environment which is free from discrimination,

comply with the trust policy on confidentiality, and the Data Protection Act 2018 as amended, relating to information held manually or on computerised systems,

respect the confidentiality and privacy of clients and staff at all times,

maintain a constant awareness of health, welfare and safety issues affecting colleagues, patients, visitors and themselves, reporting any accidents or fault in line with trust policy,

fully participate in health and safety training,

participate in personal training, development, appraisal, and attend all relevant training courses as required.

comply with the professional body code of conduct

This job description seeks to outline the key duties and responsibilities of the post; it is not a definitive document and does not form part of the main statement of Terms and Conditions. The job description will be reviewed during the annual appraisal process.

The post holder may, with their agreement, which should not reasonably be withheld, be required to undertake other duties as required, which fall within the grading of this post, to meet the needs of this new and developing service.

Individuals who are required to hold a professional registration in order to practice must continue to be a member of their professional body throughout the lifespan of this job description. Such individuals will be required to notify the Trust immediately if their professional body limits or changes the terms of their registration.

This job description will be reviewed yearly as part of the annual individual appraisal, to ensure that it reflects the responsibilities of the post. No changes will be made without full consultation with the post holder.

Person Specification

Qualifications

Essential

Educated to GSCE Cor above in English or equivalent standard.

Completion of NVQ 2 in Business Admin or equivalent proven experience.

Desirable

Completion of ECDL or equivalent.

Experience

Essential

Proven experience of using MS Word, Excel, Outlook.

Ability to use own initiative/work to deadlines.

Experience of working in a constantly changing environment.

Desirable

Previous experience of working within the NHS

Additional Criteria

Essential

Proven skills in being flexible and adaptable (including evening working) to meet competing priorities.

Working with sensitive information and maintain confidentiality.

Excellent organisational/communication and telephone skills, and the ability to prioritise and plan ahead.

Ability to maintain good relationships with colleagues and professional staff.

Ability to work as a close knit-nit team.

Self-motivated.

Literate and numerate in English.

Excellent listening skills.

Understanding of personal health and safety responsibilities.

Be able to demonstrate and understanding of the principles of equality, diversity, and inclusion and how they apply to staff and patients in a healthcare setting. Able to demonstrate personal commitment to challenging discrimination and promoting equalities, at an appropriate level for the post.

Is able to work legally in the UK.

Is able to work with children and adults.

Ability to travel within the Hampshire area.

Desirable

Understanding of the NHS.