Receptionist/Call Handler (Hub Co-Ordinator)

Job description

Job responsibilities

KEY DUTIES AND RESPONSIBILITIES

Be a first point of contact for general advice and support for care homes with administrative queries, directing them to other members of the team or booking them with the most relevant clinician to support any clinical needs as required.

• Receive calls from stakeholders and record all patient interactions within the patients medical record and contribute to report generation, analysis and production, be responsible for logging and making referrals in order to support the teams clinical staff.
• To work effectively as part of a team to provide cover within the Chesterfield and Dronfield PCN when required and to be flexible regarding working hours to meet the needs of the service
• Obtaining relevant information for clinicians to be able to triage patients appropriately.

ADMINISTRATIVE TASKS

• Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are direct to the appropriate healthcare professional.
• Support the team by taking some of the administrative tasks such as finding contact details for other services or the patients.
• Manage and distribute mail, email and footfall enquiries.
• Forward clinical corresponded to the correct staff member.
• Work on the task lists helping to resolve as many as possible enabling the task lists to be kept at manageable levels and responded to in a timely manner.
• Support the Ageing Well Team by completing stock control audits.
• Support the Ageing Well Team in other non-clinical tasks as required from time to time.
• Input and extract information from Practice computer system
• Deal with general enquiries and direct to appropriate team member.

Ensure the clinical computer system is kept up to date with accurate details recorded.

Ensure accurate completion of all necessary documentation associated with patient health care

Attend and participate in team meetings as required including those that are scheduled outside your normal working hours. As much notice as possible will be given.

Provision of refreshments for staff and visitors as required ensuring kitchen area kept clean and tidy and supplies fully stocked.

Maintain the office area, ensuring notice boards and leaflet dispensers are tidy and up to date.

COMMUNICATION

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

PROFESSIONAL DEVELOPMENT

Work with your line manager to undertake continual personal and professional development.

Undertake relevant training as required.Continually update own knowledge and skills within the job role.

Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety.

Participate in annual individual performance review.

INFECTION CONTROL

All staff have a duty to comply with Infection Prevention and Control. You have a duty to ensure that you minimise the risk of infections and infectious diseases. The responsibility includes minimising the risks by participating in training, highlighting any concerns you may have to the appropriate person as identified in the policies and procedures.

HEALTH & SAFETY

All staff have a duty to ensure the health & safety of themselves and others whilst at work. Safe working practices and health and safety precautions are a legal requirement. All accidents must be reported to your line manager. You must participate in accident prevention by reporting hazards and following relevant policies and procedures and by participating in training.

RISK MANAGEMENT

All staff are required to contribute to the control of risk and use the incident reporting system to alert the PCN of incidents or near misses that may compromise the quality of services.

CONFIDENTIALITY

All staff working for Chesterfield & Dronfield PCN have both a common law duty and a statutory duty of confidentiality to protect patient information and only use it for the purposes for which it is intended. The disclosure and use of confidential patient information needs to be both lawful and ethical.

INFORMATION GOVERNANCE

It is the responsibility of all staff to respect the confidentiality of patients and staff, as specified in the Caldicott Principles, Data Protection Act and the Human Rights Act. It is the duty of every employee to:

Only access a person's identifiable information as required in the execution of their duties.

Disclose information appropriately, in line with the Data Protection Act 1998.

The list of duties in this job description is not exhaustive and is intended to outline the main activities of the post holder. Duties and responsibilities may be subject to change taking into account the development needs for Chesterfield & Dronfield Primary

Person Specification

Experience

Essential

• Experience of working within health, community, social care or voluntary sector.
• Experience of Computer and Software packages. Including excellent use of Word and Excel.
• Experience of Reception/Administration work

Desirable

• Experience of using SystmOne and EMIS or any other case management systems.
• Experience of working in a multi-disciplinary team.

Qualifications

Essential

• Good standard of general education
• GCSE/GCE Mathematics C
• GCSE/GCE English C

Desirable

• Qualified and proven comprehensive knowledge of Microsoft packages including spreadsheets.

Skills, Knowledge & Abilities

Essential

• Can organise and prioritise workload
• Ability to work effectively as a member of a team.
• Ability to work effectively with colleagues, patients and external organisations.
• Effective communication, both verbally and in writing. Clear, polite telephone manner
• Excellent communication skills (Written and Oral) -
• Experience with all Microsoft application tools.
• Good time keeping and time management skills
• Performing under pressure
• Adaptability
• Teamwork and the ability to work alone
• Self-motivated
• Flexibility
• High level of Confidentiality

Disclosure and Barring Service Check

This 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 details

Employer name

Arc Primary Care

Address

Arc Primary Care

Dunston Road

Chesterfield

Derbyshire

S41 8NG

Employer's website

https://www.chesterfieldanddronfieldpcn.nhs.uk/ (Opens in a new tab)