Receptionist

To provide a professional, confidential and efficient reception and follow-up service to patients attending the department, and clerical support to the clinical areas within the Department.This is a part-time role within a service that operates 24 hours a day, 7 days a week. As such, working hours may vary depending on service needs and staff availability. Flexibility is essential to ensure adequate coverage and continuity of care. The Candidates will be scheduled based on availability and operational requirements. Flexibility and willingness to rotate shifts are essential components of this role.

1.

To attend shift on time and take responsibility for the reception from the previous Receptionist and provide a thorough handover to the next Receptionist. This will involve communication any late arrivals, incidents occurred during the shift, specific notes relating to patients, and any outstanding maintenance issues to be reported.

To ensure patients are welcomed in a kind and

professional manner.

Oversee the waiting room

To register patient demographics and symptoms

accurately and are confidentially recorded on Medway, Symphony, careflow and Adastra

software packages.

make use of PELC systems to book in, amend, cancel and arrive patients in line

with PELCs procedure, ensuring optimum efficiency of the queue management

system.

the quality of service to patients.

Ensuring reception area is kept clean and

tidy and falls in line with health and safety at work guidelines.

Patiently deal with aggressive, irate and

unwell patients in a busy environment and in a professional manner.

To ensure information leaflets are restocked

and visible including feedback forms, chaperone service, health information

leaflets.

To ensure all computers are logged in with

the appropriate software opened and ready for use.

Check emails and fax machine on a daily basis

for incoming messages.

To ensure the provision of a high standard of

clerical support to PELC and A&E clinical and none clinical staff.

Dealing with patient queries promptly,

efficiently and with empathy.

To have an awareness of the layout of the

Emergency and Urgent Care Centre, including Majors and Resuscitation, Minor

Injuries Unit, Paediatrics and surrounding areas and be prepared to direct

patients throughout the department.

To be prepared to revert to the manual

procedure in place, in the event of a computer down time.

To answer telephone enquiries and record

messages as where necessary while maintaining a high level of confidentiality

at all times in line with the Data Protection Act and the Caldicott Report.

To promptly raise clinical incidents to a

clinical member of staff on duty.

To be aware of PELCs key performance

indicators (waiting times) and proactively monitor patient flow at all times

and actively communicate with clinicians and escalate to the duty supervisor

where necessary.

Ensuring all consultation rooms are checked

and the appropriate forms are signed as per CQC (Care quality commission)

guidelines and ensuring infection control procedures are adhered and to ensure

infection control practices are also adhered to in none clinical areas.

guidelines for safe handling, recording and management of FP10 prescriptions. This

includes loading prescriptions into printers, filling in indemnity sheets and

ensuring their safe handling and storage as per CQC guidelines.

Ensuring all PELC GP equipment is checked and

is in working order, reporting any broken or missing items to their line

manager.

Ensuring all signing in/out sheets are

updated in real time.

To ensure efficient management of PELC

medication. This includes managing stock intake, supporting clinicians with

dispensing medication and counter sign medication tracking sheets.

Accurately recording and monitoring

medication room temperatures and reporting any problems to the duty supervisor.

To follow prescribed procedure in dealing

with any bodily fluid spillages or accidents, reacting quickly and efficiently

to ensure infection control standards are met.

To provide support to clinical staff as a

chaperone when required for the interest of both patient and health care

professionals.

To complete administrative tasks during less

busy times including compiling streaming data from the previous day, cleaning streaming

cards, printing forms, amalgamating duplicate patient records and any other

clerical duties.

Ensuring Special patients notes are read

accurately and escalated to the relevant clinician.

that CP-IS database is checked and alerts escalated to the relevant clinician

when booking in children.

To detect safeguarding concerns and ensure

PELC policy is followed in reporting them.

Reporting any incidents to the duty

supervisor/on call manager. Recording incident on risk/ incident register and

reporting this immediately on DATIX.

To ensure all statuary and mandatory training

is completed in a timely manner, including chaperoning training.

arrangements.

This job description is not exhaustive and

may be adjusted periodically after review and consultation. You will also be

expected to carry out any reasonable duties, which may be requested from

time-to-time.

The Partnership of East London Co-operatives (PELC) Ltd is a not-for-profit. We provide a range of NHS healthcare services including, GP Out of Hours and Urgent Treatment services to over 1.1 million patients in the Barking & Dagenham, Redbridge and Havering areas to meet the needs of the community. We offer a supportive and friendly working environment including excellent training and although we are NOT an NHS employer, we provide automatic enrolment into the NHS Pension Scheme.

Qualifications

Essential: - GCSE grade A to C in English and Maths; - Qualified to NVQ level 2 in Health and Social Care

Desirable: - Minimum of 5 GCSE; - OR; - NVQ Level 3 or equivalent

Experience

Essential: - Dealing with the public on the phone; - Working as part of a team

Desirable: - Working within a call centre environment; - Experience within the NHS

Skills & Abilities