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 administrative and receptionist duties for modalities within the Diagnostic Centre reception areas. They will be expected to have an excellent telephone manner and be courteous and kind to patients and staff 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 Main tasks and responsibilities · Ensuring a high standard of customer service is provided to patients and visitors at all times. · To greet all NHS and Private patients attending the Diagnostic Centre and arriving them accordingly on our hospital system. Ensuring all forms are completed for the relevant departments. Answering all general telephone queries from patients, wards/departments, transport and external hospitals. Liaising with porters regarding inpatient appointments. Liaising with booking co-ordinators to book planned follow up appointments and send out appointments letters where appropriate. Providing clerical support as required to the department. Ensuring all relevant patient activity is recorded on the appropriate database. Providing admin cover within the diagnostic centre when necessary. To inform patients of any known delays to their appointment. Collecting and delivering departmental post. Reporting to managers any complaints arising within the department. Sending out reports to referring teams. Raising estate requisitions for any repairs required within department To carry out a 3 point identification check with all patients using hospital system. Ensuring arrivals, DNA’S and cancellations are input. Scheduling appointments for diagnostic centre modalities when required, and sending correspondence to patients. To undertake any other duties commensurate with the grade as requested. Working for our organisation On 1st February 2021 the Royal Brompton and Harefield Hospitals became part of Guy’s and St Thomas’ NHS Foundation Trust – a truly once-in a generation development. Together, we are taking our first steps towards our vision of creating a brand-new centre of excellence, which will be the global leader in the research into and treatment of heart and lung disease in patients from pre-birth to old age. We are developing some exciting plans and we want you to join us – so come and help to change the shape of healthcare for our heart and lung patients world-wide. Detailed job description and main responsibilities Main tasks and responsibilities Patient/customer care (both direct and indirect) Ensuring a high standard of customer service is provided to patients and visitors at all times. · To greet all NHS and Private patients attending the Diagnostic Centre and arriving them accordingly on our hospital system. Ensuring all forms are completed for the relevant departments. Answering all general telephone queries from patients, wards/departments, transport and external hospitals. Liaising with porters regarding inpatient appointments. Liaising with booking co-ordinators to book planned follow up appointments and send out appointments letters where appropriate. Providing clerical support as required to the department. Ensuring all relevant patient activity is recorded on the appropriate database. Providing admin cover within the diagnostic centre when necessary. Communication To inform patients of any known delays to their appointment. Ensuring telephone enquiries are dealt with appropriately. Collecting and delivering departmental post. Reporting to managers any complaints arising within the department. Sending out reports to referring teams. Raising estate requisitions for any repairs required within departments Resource management Ensuring 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 carry out a 3 point identification check with all patients using hospital system. Maintain and update the computerised scheduling system, ensuring arrivals, DNA’S and cancellations are input. Scheduling appointments for diagnostic centre modalities when required, and sending corresponcence 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. Experience and Knowledge 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. Previous receptionist experience within an NHS institution. Skills and abilities Essential criteria Excellent communication skills, with the ability to: • relate to a diverse group of professional staff and public. • communicate clearly and accurately in writing, face to face and on the phone. Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately, to meet tight deadlines. 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 and professional working relationships with colleagues at all levels. Experience of working on NHS hospital systems. Desirable criteria IT package qualification / training such as the European Computer Driving Licence (ECDL). Additional Information Essential criteria To be flexible in their approach to the work, according to priorities and changing organisational systems. 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 The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Nuria Sales Sanchez Job title Assistant Service Manager Email address [email protected] Telephone number 0207 3497740