Receptionist

Job description

Job responsibilities

1. Main Duties & Responsibilities

To attend shift on time and take responsibility for the reception from the evening Receptionist and provide a thorough handover to the morning 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 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.

Person Specification

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

Essential

• IT Literate
• Problem solving skills
• Excellent communication skills
• Excellent telephone manner
• Ability to use own initiative
• Ability to follow and interpret policies and procedures
• Ability to work under pressure and remain calm

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

Partnership of East London Co-operatives (PELC) Ltd

Address

King George Hospital

Barley Lane

Ilford Essex

IG3 8YB

Employer's website

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