Job summaryMoorfields Eye Hospital NHS Foundation Trust invites applications for the post of Front of House Coordinator based at Moorfields Eye Hospital City Road. The post is to begin on 01st July 2024 on a part/full time basis.The post-holder will be responsible for working in a busy environment to carry out a diverse range of administrative duties including, but not limited to, operating the main hospital switchboard, supporting the main reception function, responding to emergency alarms and being actively involved in transport services (patient transport and courier services) including supporting all enquiries made to the department.You should also have previous reception and administrative experience and have the ability to work as part of a team and on your own initiative to provide a high-quality patient focussed service.The successful applicant will have completed all trust compliant training/qualification. We are looking for someone who is enthusiastic, is highly organised, customer focused with a desire to help and support patients and resolve issues. Candidates will need to demonstrate excellent administrative skills (particularly in the use of Microsoft applications including excel, word and Outlook).Main duties of the jobThe front of house operator will be required to work between the main reception, switchboard, interpreting and transport services, which will require the person to be conversant with all associated technologies.To deal and positively respond to all enquiries made to the reception desks, face-to-face, by telephone or by e-mail, ensuring that all persons and/or visitors are provided the correct information in a clear and concise manner, which could involve communicating to individuals whose first language is not English, or have difficulty in communication, whilst ensuring transport patients are registered on the service database.Liaise with the admissions service to ensure that the reception is provided a list of all expected patients who are attending the hospital for a surgical procedure, on a daily basis, so that they can be directed to the correct day care unit upon arrival.Operate the Switchboard, internal and external bleep systems, cardiac and fire calls, ensuring all calls are passed on to the appropriate extension in a timely fashion, always giving the caller the extension number for future reference.For more detais see JDAbout usAt Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:Salary including High-Cost Area SupplementOpportunity to join the NHS Pension SchemeFree 24/7 independent counselling serviceLearning and development opportunitiesEasy and quick transport linksA range of attractive benefits and discountsAccess to Blue Light Card and other NHS Discount SchemesFree Pilates classesFull support and training to develop your skillsFlexible working friendly organisationAnd so much more! To see the full range of benefits we offer please see our Moorfields benefits document.Job descriptionJob responsibilitiesTo provide an efficient, cost-effective, high-quality service for all front of house services including reception, switchboard and operational transport and interpreting services, ensuring the vision and enhancement of the patient experience is maintained.Main responsibilitiesThe switchboard and reception service are the focal point for all emergency communications both throughout the trust and externally and must maintain a high degree interaction throughout the organisation.1. The front of house operator will be required to work between the main reception, switchboard, interpreting and transport services, which will require the person to be conversant with all associated technologies.2. Working with the front of house team leader to ensure each area is sufficiently staffed; this can often require flexibility at times of sickness and annual leave.3. To deal and positively respond to all enquiries made to the reception desks, face-to-face, by telephone or by e-mail, ensuring that all persons and/or visitors are provided the correct information in a clear and concise manner, which could involve communicating to individuals whose first language is not English, or have difficulty in communication, whilst ensuring transport patients are registered on the service database.4. Direct the caller to the relevant clinical service or specific member of staff, to assist them further with their enquiry e.g. clinical services, PALS, or complaints.5. The front of house operator is required to monitor scheduled surgical appointments made on OpenEyes and create a manual patient transport booking for registered transport patients passing the request to our outsourced service provider in a timely manner (inclusive of outpatient appointment details).6. Liaise with the admissions service to ensure that the reception is provided a list of all expected patients who are attending the hospital for a surgical procedure, on a daily basis, so that they can be directed to the correct day care unit upon arrival.7. The front of house operator will be required to carry out reception duties including, but not limited to; issuing staff with keys and bleeps held in this area and ensuring that policies and procedures regarding their issue are upheld. Ensure an accurate record of external visitors to the trust are held and each visitor to issue with a relevant ID card prior to being collected by the person that they are meeting and retrieving this prior to their departure.8. Operate the Switchboard, internal and external bleep systems, cardiac and fire calls, ensuring all calls are passed on to the appropriate extension in a timely fashion, always giving the caller the extension number for future reference.9. The front of house operative needs to be able to work on their own initiative and respond to verbal concerns when front of house team leader is not available.10. Be fully conversant with the trusts PAS system, OpenEyes and operational transport and telecommunications led technologies and use these internal systems to assist in giving directions and advice to callers, patients, and visitors to the trust. The post holder must be vigilant of information governance and maintaining patient confidentiality.11. Inform the relevant clinical services if the transport service is experiencing delays and advise them of an approximate time of a patients arrival.12. Receive written correspondence from a General Practitioner and/or Health Care Professional to assess a patients eligibility, registering all new patients on the service database, validating mobility status and reviewing eligibility, requesting further information if required. The post holder will be required to manually create a transport booking for day care appointments. All requests must be confirmed in writing direct to the requesting person and processed for our service providers.13. Ensure that every patient booked in on a daily basis is monitored during his/her visit and transport is available for his/her return journey.14. To coordinate and book any ad hoc courier services both UK and International based for the trust and its supporting satellite sites including identifying scheduled courier requirements, informing the outsourced courier company of any change as and when identified.15. To print daily an electronic record of the hostel accommodation and hold in the main reception for collection by the hostel warden.16. Maintain an effective filing system of all patient transport requests for reference, ensuring all general transport requests are supported by a completed transport requisition order form, producing a checklist of expected transport the day prior to travel.17. Log and record all requests for private taxi services using the taxi log form and ensure that the policy for booking taxis for payment by the individuals is always adhered to. The post holder will be required to arrange account taxis and record the request appropriately.18. Work in conjunction with the Front of House Team Leader and outsourced service providers to ensure a high-quality service is provided to all users.19. The front of house operator will be required to be fully conversant with all aspects of the trusts emergency procedures including the major incident plan and business continuity plan and be ready to instigate both plans at any time if requested to do so. The post holder must refresh themselves with these policies and any amendments circulated.Person SpecificationExperienceEssentialExperience of working with the publicExperience of working in the NHS in a similar settingProven experience of working in a teamGood interpersonal skillsAbility to work under pressureDesirablePrevious experience of working on a reception desk, switchboard, or patient transportAbility to use hospital systems i.e. Patient Administration System (PAS)SkillsEssentialCustomer Service training to support verbal communicationsTo Evidence the maintenance of an accurate filling system in both paper and electronicAbility to give clear verbal instruction and explanation to the clientDesirableAbility to use hospital systems i.e. Patient Administration System (PAS)Netcall Liberty SystemPersonal QualitiesEssentialGood communication skillsAble to work on own initiative and within a teamPleasant, diplomatic, and reassuring mannerOrganised and able to prioritiseDesirablePrevious experience of working on a reception desk, switchboard, or patient transportDisclosure and Barring Service CheckThis 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.Employer detailsEmployer nameMoorfields Eye Hospital NHS Foundation TrustAddressCity Road162 City RoadLondonEC1V 2PDEmployer's websitehttps://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)