Volunteer Hospice Receptionist

Volunteer Hospice Receptionist

Department: Administrative Team

Location:  Teesside Hospice, 1 Northgate Road, Linthorpe, Middlesbrough TS5 5NW

Hours: Flexible to suit you, times available within 9.00am to 17.00, Monday to Sunday.

DBS Check needed? Yes

Age Requirements: From 18 years old

Role Purpose

As our volunteer receptionist, you will play a crucial part in creating a warm and welcoming environment for our patients, their families, employees and visitors. Your presence ensures that every visitor feels supported, respected and valued during their time with us.

In this role you will greet visitors with compassion, answer phone calls with professionalism and assist with administrative tasks to support the administrative team and keep Teesside Hospice operations running smoothly.

Your empathy and attention to detail will help foster a calming and supportive atmosphere.

Key Responsibilities

• Greeting and Welcoming Visitors
  • Provide a warm and empathetic welcome to all visitors, family members and patients
  • Assist visitors/patients/families with signing-in using a digital signing-in system
  • Offer assistance and direct individuals to the appropriate person or department.
• Administrative Support
  • Answer phone calls professionally and in a polite and helpful manner, transfer calls to the appropriate member of Hospice staff and take messages as appropriate, ensuring that there is as much information as possible for the recipient.
  • Maintain an organised, tidy and data secure front desk area.
  • Assist with clerical tasks, including filing patient notes, basic data entry, sorting mail, scanning and processing patient documents.
  • Process cash/card payments for items purchased in our on-site shop and assist with fundraising activities that are held on reception from time to time, such as selling raffle tickets/blind cards.
• Communication and Coordination
  • Notify staff of visitor arrivals and urgent matters.
  • Provide information about Hospice services, visitor guidelines and procedures, whilst maintaining an awareness of patient confidentiality.
  • Ensure car parks rules are adhered to, and during out of hours, that barrier entry is actioned for visitors.
• Compassionate Presence
  • Offer a calm and empathetic demeanour to individuals dealing with emotional or stressful situations and be mindful that you may be dealing with bereaved families.
  • Maintain confidentiality and respect for all patients and visitors to the hospice in accordance with Hospice policies.

Personal qualities:

• Strong interpersonal and communication skills.
• Reliable and punctual.
• Empathy, patience, a good listener and the ability to interact respectfully with individuals from diverse backgrounds.
• Experience in a previous administrative/reception role is important, a good level of computer skills including knowledge of Microsoft word, Excel, Outlook, telephone systems, printers and photocopiers.
• Ability to handle sensitive information with discretion and professionalism.

Training requirements:

As a Volunteer Receptionist you will complete the following training:

• Teesside Hospice mandatory training.
• Volunteer induction training.
• Any other training identified as appropriate to the role.

Support and supervision:

Your first line of support and for any enquiries will be your Line Manager to support you in your role.

Communications:

Your Line Manager will regularly provide you with any information updates, training opportunities and upcoming events appropriate to your role.

You will be provided with a Teesside Hospice volunteer badge.

Benefits:

• 20% discount off purchases made in our shops.
• Opportunities for training and personal development.
• Reimbursement of reasonable travel expenses.
• Provided lunch if you volunteer for more than 5 hours per day.
• Access to discounts with other retailers and companies.
• 10% discount in the Northgate Tea Rooms.

Teesside Hospice is committed to eliminating discrimination and values diversity in the workplace.

Teesside Hospice is accredited by The Volunteering Academy with the Volunteering Academy Quality Award:

Employee Testimonial:

Kerry

Reception Volunteer

“My name’s Kerry, and I’ve been volunteering for Teesside Hospice for just 5 weeks now. I’ve been volunteering in both the reception and the In-Patient Unit, as well as helping out at the Lymphoedema reception too. Over the past few weeks I’ve been taking calls and messages, greeting people, helping them sign in at reception. In IPU, I’ve been helping create packs for families and giving my support."