Role Overview

The Band 2 Receptionist provides a professional and efficient front-line reception and administrative service, acting as the first point of contact for service users, GPs, patients, relatives, and other healthcare professionals. The post holder will manage face-to-face and telephone enquiries in a courteous and professional manner, ensuring compliance with Trust policies, procedures, data protection regulations, and confidentiality requirements.

Responsibilities

• Respond to routine queries, prescription requests, sourcing and providing relevant information where appropriate.
• Take accurate messages and escalate more complex enquiries to the relevant member of staff.
• Support the smooth day-to-day running of the service by maintaining effective communication, delivering excellent customer service, and ensuring a positive experience for all service users.

Key Duties

• Provide comprehensive reception and administrative support to the FTB service.
• Use Microsoft Office applications, including Word and Outlook, to produce, format and distribute a range of documents such as letters, reports, tables, notices, and other correspondence.
• Manage daily email communications, including sending and receiving emails, responding to routine enquiries, and escalating issues where appropriate.
• Undertake a range of routine administrative duties including filing, photocopying, scanning, record management, and document production using appropriate office systems and equipment.
• Provide a telephone and reception service for the locality team, receiving and directing calls appropriately, taking accurate messages, and ensuring timely communication with relevant staff members.
• Maintain accurate records of telephone messages and enquiries in line with departmental procedures.
• Validate and update patient demographics and personal details on the FTB database and other relevant systems, ensuring information is accurate and up to date.
• Ensure all administrative duties are carried out in accordance with Trust policies, information governance requirements, data protection legislation, and confidentiality standards.
• Contribute to the smooth day-to-day operation of the service and support the delivery of a positive experience for patients, families, and healthcare professionals.