Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The post holder will be responsible for clerical and receptionist duties within the Diagnostic Centre. They will be expected to have an excellent telephone manner and be courteous and kind to patients at all times. A key responsibility is to ensure, in conjunction with other staff in the department, that the reception is covered at all times. Main duties of the job Patient/customer care (both direct and indirect) Ensure a high standard of customer service is provided to patients and visitors at all times To greet all patients attending the Diagnostic Centre and arrive them accordingly on hospital system. Answer telephone queries and help with patient/GP/hospital/Ward enquiries Liaise with porters regarding inpatient appointments Liaise with the transport office regarding patient’s transport Liaise with the Booking Co-ordinators to book follow up echo appointments and send out appointments where appropriate Provide clerical support as required to the department Ensure all relevant patient activity is recorded on the appropriate database Provide cover in other posts within the diagnostic centre when necessary Working for our organisation Working as part of the Royal Brompton Diagnostic Centre administrative team. Our newly built Diagnostic Centre is where patients attend for Echocardiology, non-invasive procedures, such as, exercise tests and holter monitors, MRI and CT imaging. Working together in a very friendly atmosphere where we like to ensure our patients have a good experience. Detailed job description and main responsibilities Patient/customer care (both direct and indirect) Ensure a high standard of customer service is provided to patients and visitors at all times To greet all patients attending the Diagnostic Centre and arrive them accordingly on hospital system. Answer telephone queries and help with patient/GP/hospital/Ward enquiries Liaise with porters regarding inpatient appointments Liaise with the transport office regarding patient’s transport Liaise with the Booking Co-ordinators to book follow up echo appointments and send out appointments where appropriate Provide clerical support as required to the department Ensure all relevant patient activity is recorded on the appropriate database Provide cover in other posts within the diagnostic centre when necessary Communication To inform patients of any known delays to their appointment Ensure telephone enquiries are dealt with appropriately Collect and deliver departmental post Report to manager any complaints arising within the department Resource management Ensure that stock levels of essential resources such as stationary are maintained. Information management To use a range of MS office, Intranet and Hospital IT systems to enable efficient working To request patients to verbally give their surname, forename, date of birth, address, postcode and GP details and check against the relevant hospital system Maintain and update the computerised scheduling system, ensuring arrival/seen/DNA’S and cancellations are input Maintain and update patient details and appointment details onto relevant hospital system Book echo appointments when required and send letters to patients Further sections To abide by the Trust’s Core behaviours for staff and all other Trust policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety. Other duties To undertake any other duties commensurate with the grade as requested. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder. Person specification Qualifications/ Education Essential criteria Good general education with English and Maths to GCSE standard or equivalent Desirable criteria Customer service qualification / training Previous experience Essential criteria Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations Experience of working both autonomously and in a team Skills/ Knowledge/ Abilities Essential criteria Proficient IT skills experience of using Microsoft Word, Excel and Outlook Ability to work on own initiative and with minimal supervision Ability to work within a team and develop good working relationships with colleagues at all levels Desirable criteria IT package qualification / training such as the European Computer Driving Licence (ECDL) Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Applicant requirements This post will require a submission for Disclosure to be made to check for any unspent criminal convictions. Further details / informal visits contact Name Lena Bruno-Mulloon Job title Diagnostic Centre Service Manager Email address [email protected] Telephone number 0330 128 8802