Partnership of East London Co-operatives (PELC) Ltd

Receptionist

This job is now closed

Job summary

PELC is looking for an experienced individual to work as an Urgent Treatment Centrereceptionist within PELC centers providing excellent patient care service.Your job as a Receptionist will involve working on the front line to support the Urgent Treatment Centre Department. You will be required to provide a professional, confidential, and efficient reception and follow-up service to patients attending the department, as well as deliver clerical support to the clinical areas within the Department. You will also be responsible for overseeing the waiting room.

You will need to have experience dealing with the public over the phone and face to face in a professional manner and be able to demonstrate excellent communication skills. It is also essential that you are able to work well in a team and have experience of working within the NHS.Where response levels are exceptional we may close the post before the specified date, therefore early application is recommended.If you have not heard within 2 weeks from the closing date, please assume your application has not been successful on this occasion.We recognize the potential of a diverse workforce and welcome applications from all sections of the community. PELC also provides voluntary membership of the NHS Pension Scheme.

Main duties of the job

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.

Day shifts:08:00 - 15:00, 4 on 4 off. This means that the employee would work 4 days in a row, then have 4 days off. The days of the week that the employee would work would rotate, so they would not always work the same days each week.
Night shifts:15:00 - 23:00, 4 on 4 off. This pattern is the same as the day shift pattern, except the employee would work from 15:00 to 23:00 instead of 08:00 to 15:00.
5 nights:23:00 - 08:00, 2 people can split these shifts. This means that 2 employees would share the responsibility of working the 5 night shifts. The shifts would be Monday, Thursday, Friday, Saturday, and Sunday. Each employee would work 2 of the 5 nights, and they would rotate which nights they work each week.
16:00 - 00:00:Every Thursday. This is a single shift that would be worked every Thursday.

About us

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.

Date posted

08 August 2023

Pay scheme

Other

Salary

£19,826.45 to £21,560 a year Per Annum Pro rated Plus Unsocial Working hours

Contract

Permanent

Working pattern

Part-time

Reference number

B0466-23-0014

Job locations

Unit 3, Bourne Court

Southend Road

Woodford

IG8 8HD

Queens Hospital

Rom Valley Way

Romford

RM7 0AG

Job description

Job responsibilities

1. Main Duties & Responsibilities

To attend shift on time to facilitate thorough handing over to relieving staff.

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 and Adastra software packages.

To 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.

To identify and promote ways of raising 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.

To follow PELCs Prescription Management 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.

Ensure 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.

To adhere to PELC/Trust working 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.