Bank Administrator/Receptionist - Surgical Centre

The Fortius Group is the UK's leading private orthopaedic and sports injury group. Founded in London by a group of leading Orthopaedic Surgeons and Radiologists, with a shared vision of building a worldwide centre of excellence in musculoskeletal care. Their vision was to create a clinic that would bring together the country's leading experts in orthopaedics and sports injury treatment, with a shared commitment to advancing the science of medicine and a better patient experience.That group of experts now includes over 80 leading specialists, with three outpatient and diagnostic clinics, a surgical centre and an innovative inpatient unit for joint replacement surgery, in partnership with Bupa. Overall PurposeWorking as a flexible and effective team member within the Surgical Centre.Flexible Bank Shifts Be the first point of contact for patients being admitted, ensuring all checks and payments are completed before admission to the ward.Manage the day-to-day running of reception.To provide a comprehensive and efficient administrative service to the ward; this will include handling all aspects of correspondence,and ensuring the admission and discharge process is followed and accurately completed within a set timeframe.Deal with telephone enquiries or refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality and courtesy are prioritised at all times.Recording in real time all ward admissions, discharges and transfers in order to achieve and maintain a “live and accurate” bed board.This is a rotational post between the ward and reception. Attention to detail and an obliging attitude are the key to success in this role.Principal AccountabilitiesThese responsibilities are interchangeable between the 2 main roles of this positionReception ResponsibilitiesProvide a timely, efficient and courteous welcome to all visitors to the FSC.Open and/or close the centre in the morning/evening ensuring all processes are followed in relation to security and safety.Ensure each patient is greeted and where necessary escorted to the ward.Manage telephone calls in an efficient and professional manner.Assist disabled patients in and out of the building where necessary.Work closely with ward and theatre administrators to ensure effective management of appointments, visitors and transportation.Undertake administrative tasks such as scanning and uploading documents into electronic patient records.Assess and organise own workload and communicate work priorities, organising workload in conjunction with other team members.Ward ResponsibilitiesTo be responsible for the clinical information systems on the ward, particularly in respect of case records, electronic and paper ensuring that they are kept up to date and accurate, in accordance with policy and procedure.To accurately record messages and information from any callers and to initiate appropriate procedures, maintaining effective channels of communication.To act as the contact point for members of the team during office hours, responding appropriately in emergency situations by obtaining relevant information and liaising with organisations and persons involved.Liaise with other departments and staff at all levels, both internally and externally to ensure a seamless patient journey.To assist in room/pod allocation of the patients.Recording in real time all ward admissions, discharges and transfers in order to achieve and maintain a “live and accurate” bed board.Person Specification Qualifications/ Skills/ ExperienceEssential Educated to GCSE level. Maths and English essential.  Competent in Information Technology Ability to communicate effectively in English to a wide variety of people Able to keep calm when under pressure and deal effectively with unanticipated demands Be able to deliver high-quality customer service Able to handle sensitive information without compromising confidentiality Good telephone mannerDesirable Previous customer service experience/front-of-house experience Previous ward administrator experience Able to prioritise a busy workload without direct supervision Flexibility to meet service needsEquality & DiversityAll Fortius employees must have respect for every individual, treating everyone with dignity, courtesy, fairness and consideration, and welcoming and accepting differences between people. It is the responsibility of every employee to work towards the elimination of all discrimination and prejudice.Health & SafetyAll Fortius employees have a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. Employees are required to co-operate with management to enable Fortius to meet its own legal duties.Infection ControlIt is the responsibility of all staff to recognise their role in maintaining a safe environment for patients, visitors and staff to minimise the risk of avoidable Healthcare Associated Infection. Employees are responsible for ensuring that they are fully aware of the Fortius Infection Prevention and Control policies.Quality GovernanceAll Fortius employees must adhere to Fortius policies and procedures and seek advice on these when in doubt as to their scope and applicability.Employees are specifically reminded that they must respect the confidentiality of all information they have access to during their employment including personal data.ValuesAll Fortius staff are expected to display and aspire to the Fortius Values.Making it HappenBe proactive in keeping the service under review, making recommendations and implementing changes to continuously improve the patient journeyStrongerWork in partnership with the multi–disciplinary team to challenge and influence clinical and managerial decision makingPersonalised ServiceDeliver a patient-centred specialist nursing service for patients admitted to the ward, provide patients with information regarding their care and treatment