JOB DESCRIPTION

Job Title :Receptionist– Urgent Care

Reports To :Out of Hours Manager

Location :Local Care Direct West Yorkshire operating area.

Organisational Chart

Hours:Working within a rota to cover the centre’s opening hours from 6.00pm to 8.00am Monday to Friday, Friday 6.00pm to Monday 8.00am and bank holidays . You will be required to work flexibly within these times including bank holidays.

Job Summary:The purpose of this role is to ensure patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS.

To achieve this, you will be responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders.

Principle Responsibilities:

  1. Receive patients and visitors to the centre in a professional and courteouos manner.
  2. Book patients onto SystmOne on arrival and show them to the waiting area
  3. Monitoring patient flow and taking action where there are non-attendees and cancellations
  4. Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate
  5. Assisting patients who have communication difficulties whilst at the centre and accessing support when identified such as Language Line or facilities for the hard of hearing
  6. To actively promote equality for all patients
  7. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner
  8. Maintain and re-order consumables for the reception and waiting areas
  9. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment
  10. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerised data
  11. Ensuring that the Reception and Waiting area is kept clean and tidy at all times.
  12. Ensuring that consulting rooms are equipped to agreed standards at all times and this is monitored in line with company policy via the LCD PCC check list, paying due adherence to Infection, Prevention and Control guidelines.
  13. Completion of Handover report and LCD PCC check list each session.s.
  14. Contributes and makes suggestions for improving service provision.
  15. Assisting other members of the team in any tasks believed to be appropriate to your capability.
  16. Demonstrates duties to new starters.
  17. Completion of LCD PCC check lists.
  1. Supporting A & E Departments where agreements are in place.
  1. Follows local and organisational policies and procedures within role
  1. Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held).
  1. Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them
  1. Knowledge of and adherence to standards as laid down by the Care Quality Commision.
  2. Act as ambassador for LCD at all times
  3. Working flexibly to provide cover for colleagues when needed.
  1. Assisting in the implementation of any new measures deemed necessary by the Management or Executive.

Health, Safety & Security

  • To report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures.
  • Ensure compliance with Health and Safety at Work regulations.
  • Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment, manual handling and Control of Infection.
  • Ensure compliance with Infection, Prevention and Control guidelines.

Confidentiality

  • Ensure all information relating to patients and staff is managed in accordance with company policy at all times.
  • Ensure maintenance of working Smartcard and adhere to Information Governance guidance of such.

Training

  • Attend all mandatory training sessions and support local and company-wide learning and development activities. Maintain own training record at all times.
  • Actively participate in the performance review process. Performance against clear standards, responsibilities and objectives will be formally assessed through regular 121s with your line manager and an annual Performance & Development Review.

Infection Prevention and Control

  • Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete 2 yearly IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

Safeguarding

  • Individual’s have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, detect and report neglect and abuse, adhering to the company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

Person Specification

Essential / Desirable / Method of Assessment
Qualifications / NVQ Level 2 in Office Administration / Application and interview
Experience / Similar role in a public facing environment
Working in an environment where good communication skills are required
Experience of dealing with confidential information
Good record keeping skills
Working in partnership to deliver duties of a role / Working in a 24/7 environment
Working in an environment where safeguarding is important
Working with medical professionals / Application and Interview
Skills / Highly developed communication skills – verbal and written
Good telephone communication skill
Highly developed customer service skills
Basic computer skills
Ability to understand the need for, and ability to follow systems and process in place
Able to carry out duties with a high level of accuracy
Ability to solve problems within area of work/knowledge
Ability to deal effectively with challenging situations, eg angry patients , management of waiting times etc / Health and Safety Principles
Recognise the areas for service improvement / Application and interview
Knowledge / Local Care Direct Services
Knowledge of and acceptable level of fluency in English language
Basic knowledge of Microsoft office / Safeguarding
Confidentiality
Conflict resolution strategies / Application and Interview
Personal attributes / Ability to attend work regularly out of hours
Approachable
Positive attitude
Ability to work alone and also as part of a team
Enjoys helping others
Empathetic, professional, polite, kind, respectful and non judgemental / Stays calm under pressure / Application and Interview

Measures of Performance

Local Care Direct are committed to workforce development and therefore, to the ongoing development of individual staff members. The post holder will be required to attend such training and development courses as deemed necessary following discussion with the Out of Hours Manager. Maintain own training record as supplied by Line Manager.

Performance will be formally assessed through individual Performance Review procedures.

In addition, employees are required to:

  • Carry out such duties as may be reasonably required to do.
  • Participate through performance review in matching organisational objectives.
  • Take responsibility for the Health & Safety of themselves and other’s in the working environment.

This job description will be reviewed periodically with the post holder in the light of further developments affecting the service.

The main duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the business. The job holder will be expected to participate in this process and the company would aim to reach agreement to changes.

PRINT NAME:______SIGNATURE:______

DATE:______

April 2016