Receptionist - Children’s Emergency Department

We are recruiting for a Ward Clerk Receptionist who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

In this role, you will provide a high\-quality, customer\-focused reception service and essential clerical support to the clinical teams within the Children’s Emergency Department and the Children’s Assessment Unit. Your responsibilities will include accurately registering patients, updating information on hospital and national databases, responding to enquiries from internal and external agencies, admitting patients to specialties, and booking ward attenders and review appointments.

This is a shift\-based position and will require availability for days, evenings, nights, weekends, and bank holidays.

At the heart of everything we do are our core values:  Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

To work in co\-operation with other members of staff to maintain the smooth running of all reception and clerical areas within the department.

To maintain a high level of customer care at all times.

To liaise and communicate effectively and sympathetically with all visitors to the department.

Greet patients and families in a courteous manner at all times, dealing with all enquiries politely and efficiently, displaying empathy when answering queries at the reception desk or over the telephone.

To deal with ad hoc enquiries and complaints in a pleasant and responsive manner, solving problems immediately where possible and referring to an appropriate senior person if necessary.

To obtain and input patients’ demographic details onto the hospital and national database ensuring accuracy at all times and update when necessary.

To obtain details in a sensitive manner taking into consideration the diversities of the general public.

To prioritise own workload using initiative, whilst dealing with frequent interruptions and working in a highly sensitive area.

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

The Lister Hospital, Stevenage

New Queen Elizabeth II (New QEII), Welwyn Garden City

Hertford County, Hertford

Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient\-led Trust where dedicated staff provide high\-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Please see the attached Job Description \& Person Specification applicant pack for further detailed information regarding this role.

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