Receptionist / telephonist | Medway Community Healthcare CIC

We are looking for a permanent part time Receptionist, 1 x 18hrs post covering the service Monday to Sunday 8am to 6pm including bank holidays.

As a receptionist, you will be first point of contact for our service welcoming patients and visitors, booking-in appointments, undertaking a variety of front desk activities, answering incoming calls and redirecting where necessary and general admin duties. These roles will also involve some lone working once trained.

So, what are you waiting for? We can't wait to hear from you, and look forward to receiving your application.

As our receptionist, you will provide excellent customer service to patients and visitors, ensuring queries are handled courteously and efficiently. Duties will include, meeting and greeting visitors and patients, dealing with queries both over the phone and in person in an efficient and professional manner, ensuring the collection and distribution of post daily and other general admin duties.

To provide standard administrative support to the team working collaboratively to achieve shared goals.

To ensure the service user is at the centre of everything you do delivering quality and value.

Use of the patient system (Rio) to complete admin tasks requested by the hospice teams

So what else?

• This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.


• We encourage staff to get involved in exploring new ways of working and service development.


• We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.


• You'll be able to develop your skills in a friendly and supportive team.


Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

The small print

• Informal visits can be arranged on request.


• We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.


• MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients., Working for periods of time on a computer

1. Responsibility for patient / client care

Provide non-clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means.

Consistently treats others with courtesy and respect
1. Responsibility for policy and service development implementation

Responsible for ensuring that organisational policies and procedures (including amendments and updates) are adhered to and implemented in own area of work.
1. Responsibilities for financial and physical resources

Maybe required to issue / take responsibility for equipment used by self and others.
1. Responsibilities for human resources (HR)

Act as a buddy demonstrating own area of work to new or less experienced employees such as volunteers
1. Responsibilities for information resources

Accurately enter data / process information utilising appropriate IT systems

Management of information either electronic or paper based
1. Responsibilities for research and development (R&D)

Will be required to undertake surveys and audits when requested in own area of work.
1. Freedom to ac

Plan and organise own workload without direct supervision, reporting regularly to the line manager on key tasks and guided by defined policies and procedures.
1. Physical effort (refer to effort factor questionnaire)

Areas of the role which may require physical effort either as a sustained or sudden requirement.
1. Mental effort (refer to effort factor questionnaire)

Areas of the role which require mental effort including the nature, level, frequency and duration of the mental effort required. The frequency of the requirement should also be identified, ie whether this occasional or a frequent need
1. Emotional effort (refer to effort factor questionnaire)

Are you an enthusiastic, self-motivated and dedicated receptionist?

Are you able to multitask and deal with queries in an efficient and professional manner?, 1. Communication and relationship skills

Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.

Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.

Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.
1. Knowledge, training and experience

GCSE / O Levels or 1 years' experience of office procedures / customer care

NVQ 2 in Business Administration / Customer Care or equivalent

RSA 2 or equivalent

ECDL or equivalent knowledge of IT applications.
1. Analytical and judgement skills

Make judgements involving facts / situations sometimes requiring analysis of information.

Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner e.g. telephone messages from staff / patient
1. Planning and organisational skills

Organise and prioritise own day to day work, tasks or activities

Book meeting rooms

Work flexibly to maintain cover within the service / organisation

Produce and maintain effective systems to ensure the service operates efficiently

e.g. time management, patient transport
1. Physical skills

Keyboard skills, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

The nature, level, frequency and duration of demands arising from inevitably adverse environmental conditions (eg inclement weather, extreme heat/cold, smells, noise and fumes) and hazards, which are unavoidable.