About this role
Job summary
An exciting opportunity has arisen to join UCLH's Elizabeth Garrett Anderson (EGA) Wing, which provides comprehensive, high-quality care with the latest technology for women and their babies in the areas of maternity and neonatal care.
We are seeking x2 bright and enthusiastic individuals to join our maternity administration team to work as a clinic receptionist within our Antenatal Outpatients multi-disciplinary team. This is a x12 month FTC, full-time role working 37.5 hours a week, including Saturdays.
The successful applicants will be patient focused with excellent customer care skills and an eye for detail. They will enjoy daily interactions with patients, visitors and multidisciplinary hospital staff.
This role will have a significant and direct impact on our patients experiences and will also involve when needed responding to EPIC in-basket, secure chats and email inbox queries.
You will also be monitoring/actioning relevant EPIC work queues as required.
We are looking for candidates who are seeking an opportunity to enhance their skills and knowledge across the different areas to be covered. The work will be interesting and varied, giving good grounding for career progression.
Main duties of the job
This role will be an integral part of the multidisciplinary team working in a patient facing clinical setting. The post holder will be providing high quality, comprehensive range of administrative duties and deliver an excellent patient and user experience by meeting and greeting patients, visitors and colleagues on the antenatal reception desks in a friendly and professional manner.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
National Hospital for Neurology and Neurosurgery
Royal National ENT and Eastman Dental Hospitals
University College Hospital Grafton Way Building
Royal London Hospital for Integrated Medicine
University College Hospital Macmillan Cancer Centre
The Hospital for Tropical Diseases
University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description Job responsibilities
For the full Person Specification and more informationregardingthe main responsibilities of this role, please refer to the attached Job Description.
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, escalating any complex queries to the Antenatal Admin Team Leader as necessary to ensure a prompt resolution.
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. Delays should be escalated to the Antenatal Admin Team Leader.
8. 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. Where early resolution is not possible, seek assistance from the Antenatal Admin Team Leader.
9. Assist patients using the self-check-in kiosks.
Enquire if patient details are correct and make amendments on relevant systems where necessary.
Come and be a part of the best NHS trust in England to work for, according to our staff*
*UCLH top trust to work at in England- In the most recentNHS staff surveyUCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit:Flexible working.
To discover more about what makes UCLHa great placeto work, visit:Why Choose UCLH?
Person Specification
Knowledge and Qualifications Essential
Educated to GCSE level or equivalent, with Grade C or above in English and Maths. Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment. Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience Essential
Experience of working in a non-routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent). Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures.
Desirable
Previous NHS experience, or experience of working in a healthcare setting.
Skills and Abilities Essential
Ability to make decisions in a constantly changing environment, using judgement to deal with queries or escalate where necessary. Advanced keyboard skills and competent use of IT systems
Personal and People Development Essential
Able to work independently, managing own workload and prioritising tasks. Able to induct new staff into the department, demonstrating tasks to colleagues
Specific Requirements Essential
Flexible approach to shift patterns and location, including flexibility regarding working hours (e.g. early mornings, evenings and weekends)
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name University College London Hospitals NHS Foundation Trust
Address Elizabeth Garrett Anderson Wing, UCLH
25 Grafton Way
London
WC1E 6DB
Employer's website https://www.uclh.nhs.uk (Opens in a new tab)