To provide a high quality, professional reception and telephone service to patients, doctors, staff and colleagues, health service professionals and others. To act as the first point of contact to anyone when arriving and entering the Hospice. To ensure that enquiries from patients are efficiently and courteously handled.
Hospice staff and volunteers are expected to reflect our Hospice Values in the way they carry out their roles, and in their interactions with each other and with patients, family members and any other visitors.
Our Values are: Care and Compassion, Respect, Trust and Partnership
Initial welcome of everyone arriving at the Hospice reception area, greeting them and directing them to the appropriate person/ place.
Answering and transferring phone calls as needed.
Addressing visitors questions and needs and providing an overall welcoming environment.
Making sure that visitors are told about infection control measures
To adhere to fire alarm procedures
To refer any issues that are outside the remit of this role to Lead Receptionist or a senior member of staff.
To play their part in keeping the Reception area clean and tidy
Previous reception experience desirable, but not essential
Strong customer service skills
Communication and listening skills
Interpersonal skills – including the ability to relate to and communicate with a wide variety of people, some of whom may be distressed or anxious and the ability to work as part of a wider team.
Strong organisational ability
Attention to detail
Confidence and sensitivity when dealing with difficult information from distressed and anxious patients or relatives and a strong understanding of confidentiality and boundaries
Willingness to attend group supervision, and continuing professional development updates
Experience of working with people who are dealing with advanced illness is helpful, though not essential
Understanding of the work and values of St Columba’s Hospice and willing to keep informed and stay updated about our work
Be an ambassador of St Columba’s Hospice
Follow Infection Control guidelines
One shift every week or fortnight per volunteer.
Shifts are available 7 days a week:
8.30am - 12.30pm, 12.30pm - 4.30pm, 4.30pm - 6.30pm, 6.30pm - 8.30pm
Tuesday, Wednesday only – 11.30am - 2.30pm
The role will be reviewed on a yearly basis
St Columba's Hospice Care, 15 Boswall Road, Edinburgh
Volunteer Services Manager, Volunteer Services team, Hospice staff as needed
You can apply online here
Alternatively, please email us at email@example.com to request a paper application form, or to ask us any questions about the role
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