Band 2 - Receptionist (Front of House), Main Reception

An exciting opportunity has arisen for a new posts to work on our main reception desk at St Albans, the successful applicants must be prepared to be flexible as they may be required to work across all 3 sites when required.

Post will be 37.5 working 8-4 Monday-Friday.

The post is accountable to the Patient Services Manager. The post holder will provide a professional front of house reception service on behalf of the Trust to patients, visitors and staff.

To meet, greet and fully engage with the service users, resolving enquiries and guiding to the correct location. Dealing with telephone calls from patients, visitors and staff, advising the correct location for deliveries, issuing hearing aid batteries to patients.

Train and supervise volunteers on reception services and procedures.

Dealing with very emotionally charged situations, including emergency situations.

The post holder will need excellent communication skills, adopting tact, diplomacy, empathy with the ability to resolve a problem effectively.

A sound knowledge of the services provided by the Trust and to support Patient Affairs in an administration capacity.

There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust! Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.

The trust has recently gained ‘teaching hospital’ status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.

We encourage and welcome people with disabilities. If you need help, please ask.

We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.

If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
1. To provide an efficient, professional committed, caring, quality reception service to our service users.
2. To operate as part of a patient - focused team providing high quality in a demand led services to patients, visitors and staff.
3. The post holder will be expected to always maintain strict confidentiality of information.
4. To support the team to maintain accurate, timely and legible records.
5. To answer and deal with queries, both face to face and via the telephone, take messages and pass them on to the relevant member of staff or department in a timely manner
6. To provide a welcoming greeting to patients, visitors and staff
7. To source patient information on EPR.
8. To be knowledgeable where clinics, wards and departments are located and to keep up to date information on any changes.
9. To Issue hearing aid batteries to patients at all times to help assist the Audiology department and to offer a more flexible service to patients.
10. The post holder will be responsible for the safekeeping of the Trust keys ensuring they are secure and keeping an accurate record.
11. Assisting the bereavement services with writing and sending bereavement cards within a set timeframe when working at Watford.
12. To act promptly in emergency situations
13. Assisting the Spiritual and Pastoral Care Team with sending out information regarding remembrance services and events working at Watford.
14. The post holder will have the ability to communicate sympathetically, clearly, and calmly with patients and visitors who may become very anxious and upset.
15. The Post holder will need to have to skills to defuse emotionally charged situations
16. To be able to access an emergency and act fast for assistance.