Receptionist - Urgent Treatment Centre

A fantastic opportunity has arisen to join our Urgent Treatment Centre Reception Team based at Frimley Park Hospital. We are looking to recruit highly motivated and enthusiastic individuals to join our small reception team for contracted hours at the weekends. Extra hours can be worked on an ad-hoc basis aside of these core hours, across a 7-day week.

Available shifts times are 09:45 - 14:00, 14:00 - 18:00 or 18:00 - 22:15 on both Saturdays & Sundays. Please note, we do not expect all shifts to be contracted to one person; we will consider individual preferences.

If you are a friendly, positive, and well-organised person that is interested in developing their admin, reception and interpersonal skills whilst working in a fast-paced environment, and you are interested in an exciting challenge then this opportunity could be for you!

This role is varied and provides crucial support for the smooth running of the UTC. The post holder will display a flexible manner with a professional and courteous approach with a can-do attitude. They will need to be an effective communicator when dealing with service users and health care professionals, demonstrating the ability to deal sensitively with distressed people.

This is initially a fixed term position until the 27th November 2025.

Interviews will be held on the 8th May 2025 at our Head Office location in Farnborough.

We may close this vacancy early should we receive a high number of applicants.

Main duties of the job

1. To greet patients at the UTC in a professional and courteous manner, maintaining excellent customer care skills.
2. The post holder will also be responsible for making sure that the appointment book on both EPIC and Adastra accurately reflects the waiting times and volumes within the department.
3. Adhere to procedures for opening up and closing down the UTC. To ensure Frimley UTC rooms are accessible and resourced appropriately every morning, e.g. ensuring FP10s are stocked within printers, rooms are unlocked and appropriate for consultations to start every morning.
4. Replenish supplies of any items as necessary and ensure that all property belonging to NHUC is looked after safely and securely.
5. To wear uniform clothing provided, which should be kept clean and tidy.
6. The post holder will work as part of a multidisciplinary team (MDT), supporting clinical and operational staff with various administrative tasks.
7. This role will involve direct communication with GPs and clinicians, as well as collaboration with the A&E team to perform daily duties and ensure a seamless patient journey. Specifically, the receptionist is essential for overseeing both 111 patients and walk-in patients in the UTC.
8. To inform clinicians of any deteriorating patients in the waiting room.

Please see the Job Description for the full list of duties and responsibilities.

About us

NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus.

SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham (NEHF) and Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Frimley ICB respectively. We also provide Urgent Treatment Centres at the front doors of both Basingstoke and Frimley Park Hospital whilst also holding some smaller contracts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home.

TalkPlus provides NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals.

NHUC is a Disability Confident registered organisation and is proud to support the Armed Forces community as a signatory to the Armed Forces Covenant.

Job responsibilities

Responsible to: Head of Service

Accountable to: Head of Service, Clinical Lead, Same Day Care Operations Managers

Role Summary

The post-holder will provide an efficient reception and administrative service.

The post-holder is expected to work independently using their own initiative and seeking advice when appropriate.

This role is an integral part of the multi-disciplinary team.

Main duties and responsibilities

1. To greet patients at the UTC in a professional and courteous manner, maintaining excellent customer care skills.
2. The post holder will also be responsible for making sure that the appointment book on both EPIC and Adastra accurately reflects the waiting times and volumes within the department.
3. Adhere to procedures for opening up and closing down the UTC. To ensure Frimley UTC rooms are accessible and resourced appropriately every morning, e.g. ensuring FP10s are stocked within printers, rooms are unlocked and appropriate for consultations to start every morning.
4. Replenish supplies of any items as necessary and ensure that all property belonging to NHUC is looked after safely and securely.
5. To wear uniform clothing provided, which should be kept clean and tidy.
6. The post holder will work as part of a multidisciplinary team (MDT), supporting clinical and operational staff with various administrative tasks.
7. This role will involve direct communication with GPs and clinicians, as well as collaboration with the A&E team to perform daily duties and ensure a seamless patient journey. Specifically, the receptionist is essential for overseeing both 111 patients and walk-in patients in the UTC.
8. To inform clinicians of any deteriorating patients in the waiting room.

Communication

1. To demonstrate politeness, courtesy, respect and sensitivity in dealing with patients, visitors/relatives and colleagues.
2. To adapt communication skills to meet the needs of patients who may have barriers to understanding, e.g. language.
3. To work cohesively with all team members to ensure that the very best services to patients are provided at all times.
4. Ensure the patients in the waiting room are kept informed of wait times, of any potential delays and that the waiting room is kept tidy.
5. Deal with general enquiries both by telephone and in person, from other medical professionals and patients.

General

1. NHUC believes that everyone plays a role in enhancing the quality of care provided to our patients. As an employee, you are expected to actively support the clinical governance agenda by participating in activities that improve quality, such as managing risks through reporting incidents and near misses.
2. Adhere to NHUC policies, guidelines, and procedures. Maintaining your continued professional development Education and Training/Self-Development.
3. To identify own training and development needs and undertake appropriate training/education as required.
4. To be flexible in roles undertaken according to the business needs.
5. To attend all statutory and mandatory training as and when required.
6. Assisting the management team in relation to training new starters.
7. Ensuring the UTC meets the standards as laid out in our infection control policy.
8. To attend various meetings in relation to the role.
9. Any other reasonable duties as required.
10. NHUC believes in developing the skills of our workforce in order to meet future aspirations which includes providing funding for internal and external training courses where appropriate.

Person Specification

Qualifications

• Good standard of education
• (Minimum 5 GCSEs including at Grade 4 or above) or significant equivalent previous proven experience

Experience

• Ability to use initiative and know when it is appropriate to seek advice
• Administration / clerical experience
• Exceptional organisational skills
• Previous experience working in the NHS
• Experience of working in a reception area / dealing with the public in a similar role

Skills

• Clear communicator with excellent oral and writing skills
• Good attention to detail to ensure accuracy
• Excellent time-keeping and reliability
• Tactful and diplomatic with an ability to maintain confidentiality and trust
• Ability to prioritise workload and remain calm under pressure
• Conscientious and hard working
• Willing and able to take personal responsibility
• Good IT skills, proficient in the use of Office software
• Maintain a professional appearance
• Flexible in approach to the needs of the service and responsive to change.
• Team Player

Equality and Diversity

• Understanding of and commitment to equality of opportunity and good working relationships
• Supports and promotes equality and diversity

Autonomy

• Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines

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.

£12.59 an hour + 25% unsocial after 6.30pm on weekdays, weekends & bank holidays.