*Welcome patients and visitors to the department.
*Answer telephone and email enquiries professionally and efficiently.
*Book and manage appointments using electronic systems.
*Maintain accurate records and update confidential information.
*Support clinicians and administrative colleagues with a range of office duties.
*Process correspondence, reports, and documentation.
*Ensure excellent customer service is provided at all times.
*Liaise with staff and service users
*Provide excellent telephone skills, accurately record telephone messages and other enquiries and refer as appropriate
*Provide effective communication and problem solving both face to face and via telephone
*Be sympathetic and sensitive to the requirements of staff and service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour; escalating conflict situations where necessary
*Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision
*Ability to recognise situations that should be referred onto the Service Manager/Office Manager/Team Leader and take prompt and appropriate action
*Managing and monitoring the Occupational Health generic e-mail address which at times contains distressing information.
*Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
*Undertake work that has been prioritised by the Service Manager/Office Manager/Team Leader
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
*Good General Education (e.g. GCSE English and Maths A-C) or GCSE Level 9-4
*Experience of working with a range of Microsoft Office packages (e.g. Word, Excel and Outlook)
*Experience of using IT systems
*Experience of working in a busy office / customer care environment
*Experience with Data inputting
*Telephone and reception experience
*Experience working in an Occupational Health Service
*Administrative experience
*Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
*Standard keyboard / IT skills
*Good organisation skills and ability to multitask
*Good time management skills
*Ability to deal professionally with enquiries from staff, service users and stakeholders
*Ability to problem solve
*Understand confidentiality and apply the principles in every day working practice
*Ability to pay attention to detail where there are predictable interruptions to the work pattern
*Ability to deal with stressful situations and sensitive issues
*Work effectively and flexibly as part of a team to meet the needs of the service
*Confident in dealing with people at all levels
*Ability to work across the different sites when required
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.
Michelle Read
Michelle.Read@uhb.nhs.uk
01213717170
Agenda for Change
Band 2
Permanent
Full-Time, Flexible Working
304-1103825
Heartlands Hospital Bordesley Green E Birmingham West Midlands B9 5SS
This vacancy is closed to applications.