Receptionist

Job description

Job responsibilities

Job Purpose:

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.

KEY PRINCIPLES

1. Receive patients and visitors to the centre in a professional and courteos 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.

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.

18. Supporting A & E Departments where agreements are in place.

19. Follows local and organisational policies and procedures within role.

20. Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held).

21. Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them.

22. Knowledge of and adherence to standards as laid down by the Care Quality Commission.

23. Act as ambassador for LCD at all times.

24. Working flexibly to provide cover for colleagues when needed.

25. 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.

COMMUNICATIONS & RELATIONSHIPS

To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.

To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.

To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.

PATIENT CARE

To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.

To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.

FINANCIAL RESOURCES

To ensure financial policies and procedures are maintained and any relevant budgets are adhered to and that best value for money is achieved.

CONFIDENTIALITY

To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.

TRAINING

To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.

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 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

Individuals 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, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

MANAGING SELF

Ensure that all Driver health and licence checks are complied with.

Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.

Ensure that mandatory training is up to date and participate in training as appropriate.

Effectively utilise time management, organisational, co-ordination and if required - management skills.

Identify own professional development needs through the Personal Development Review process (PDR).

The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.

Person Specification

Knowledge

Essential

• Fluent in English language.
• Good knowledge of Microsoft Office.

Desirable

• Safeguarding.
• Conflict resolution strategies.
• Knowledge of SystmOne.
• Local Care Direct Services.

Qualifications

Desirable

• NVQ Level 2 in Office Administration.

Experience

Essential

• Experience of working in a busy, public-facing environment.
• Experience of dealing with confidential information and record keeping.
• Experience of working in partnership to carry out a role.

Desirable

• Working in a 24/7 environment.
• Working in an environment where safeguarding is important.
• Working in a health related environment.

Personal Attributes

Essential

• Ability to attend work regularly out of hours.
• Flexible, willing to work in areas other than main base and adaptable to change.
• Approachable & positive.
• Ability to work alone and also as part of a team.

Desirable

• Stays calm under pressure.

Skills

Essential

• Highly developed communication skills verbal, written and telephone.
• Ability to understand the need for, and to follow, systems and processes.
• Good computer skills.
• High levels of accuracy, attention to detail and time management skills.
• Ability to problem solve and deal with challenging situations.

Desirable

• Health and safety principles.
• Recognise and suggest areas for service improvement.

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

Local Care Direct

Address

Wharfedale General Hospital

Newall Carr Road

Otley

West Yorkshire

LS21 2LY

Employer's website

https://www.localcaredirect.org/ (Opens in a new tab)