Receptionist / Administration Assistant

To provide an efficient telephone and reception service using SystmOne to assist patients with appointment enquiries. Day to day support and training of volunteers including managing rotas. As directed by Matron, assist the clinical secretariat team with admin duties using SystmOne, MS Word, Excel, Outlook as appropriate. To assist in facilitating good communications between patients and families, all members of the St Helena multi-disciplinary team and other agencies.To ensure that tasks are performed to a high standard and meet necessary targets. To participate within the clinical secretariat team providing cover as required. As directed by the Fundraising Department, arrange hospitality for visitors as requested to include booking room and refreshments. In conjunction with the volunteer receptionist, receive, transfer calls or take messages as appropriate. Relay messages with accuracy and in a timely manner, using email, telephone, SystmOne or written message. In conjunction with the volunteer receptionist, contribute to a warm and welcoming environment for all patients and their families, ensuring that their needs are met with calmness, speed and efficiency. This will at times involve communicating with patients and families who are in distress, either face-to face or on the telephone. In conjunction with the volunteer receptionist, oversee all deliveries and collections and ensure they promptly meet their intended destination. Welcome and direct contractors to relevant department or person. Training and daily supervision of volunteer receptionists to ensure that they understand the function and expectations of the role and how to carry out their duties. As directed by Matron, assist the clinical secretariat team with admin tasks, ie, letters, inputting patient information via SystmOne, data entry, attending team meetings and taking minutes. Keep volunteer communication file up to date including printing email and intranet announcements. Using SystmOne, book meeting rooms for staff, groups, patients etc. To liaise with and signpost funeral directors when they come to reception. Receive donations into reception and pass to finance or fundraising, cash from Hospice retail items. Ensure that the details of the donor are taken and that a receipt is given if required. During out of office hours, store in security box provided. To provide cover for admin staff when necessary and sometimes at short notice. To ensure adequate supplies of internal and external information is available to service users. In conjunction with the team, ensure any problems, complaints or dissatisfaction amongst service users and volunteers are managed in accordance with St Helena Policy and Procedure and reporting on to Sentinel as required.