UCC Receptionist

The post holder will be responsible for administering the Urgent

Care Centre (UCC) service located in the Royal Berkshire Hospital, including

registering patients, managing the appointment book, coordinating with

clinicians, management, and other administrative staff to ensure the effective

running of the service.

The post holder will be familiar with EMIS, or another clinical IT

systems used in NHS primary care, although additional training will be

provided.

The post holder will answer telephone calls from patients, staff,

and external providers (e.g. 111, emergency department (ED) or other hospital

departments), respond to queries, provide information, and communicate about

the UCC service in a clear, professional, and effective manner.

The post holder will ensure

that administrative and clerical duties are carried out according to the

relevant policies, procedures, and guidelines. The post holder may be required

to provide administrative support with other tasks in the areas of governance

and reporting, for example by completing data entry tasks.

Excellent customer service is key to this role to build effective

working relationships and ensure a good patient experience.

The post holder will

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Be a key member of the UCC service team,

supporting the effective delivery of the service.

-

Act as the first point of contact for patients

arriving at the service, registering them in the clinical IT system (EMIS) and

providing relevant information.

-

Be responsible for the shared mailbox during

operational hours, responding or directing queries appropriately and

professionally.

-

Respond professionally to all queries or

direct the query to another member of the team, as appropriate.

-

Keep accurate records of contacts with

patients, whether in person or by telephone, updating patient records in EMIS

with relevant information.

-

Contact patients who have not arrived for

their appointments.

-

Create and send discharge summaries and other

clinical documentation to patients own GP practices.

-

Make outbound calls to GP practices and other

health professionals, providing relevant information to ensure seamless

handover to other services.

-

Complete data entry and other related

administrative tasks, for example, completing incident reports and updating

contact information, following the relevant processes and guidelines.

-

Escalate issues through appropriate channels,

communicating clearly with clinicians and management to resolve problems in a

timely and effective manner.

-

Assisting with the preparation of audits and

reports under the direction of the Admin Team Leader.

-

Provide cover for other members of the team

where required, working flexibly to meet operational objectives.

-

Supporting and attending team meetings as

needed.

-

Be flexible and adaptable to meet the needs of

the organisation.

-

Any other task commensurate with the role as

directed.

The Primary Care Alliance CIC is

a GP-led provider organisation delivering high quality primary care services at

scale across Berkshire West.

Representing 36 member practices

serving a population of over 580,000 residents, the Alliance works

collaboratively with general practice, Primary Care Networks, NHS Trusts, Local

Authorities and the Buckinghamshire, Oxfordshire and Berkshire West Integrated

Care Board (BOB ICB) to design, mobilise and deliver high-quality healthcare

closer to home.

Our ambition is to strengthen

primary care through collaboration, innovation and operational excellence. Over

the next five years the Alliance intends to significantly expand its portfolio

of commissioned services, supporting the delivery of neighbourhood health,

integrated care and innovative models of primary care across Berkshire West.

Our current portfolio includes

the Reading Urgent Care Centre, Women's Health Hub, Lipid Optimisation

Programme and Practice Resilience services, with an ambitious programme of

growth including Same Day Access, proactive frailty services, neighbourhood health

and future commissioned services.

As a Community Interest Company,

we exist to improve health outcomes for our local population while supporting

the sustainability of general practice across Berkshire West.

Qualifications

Experience