Job summary
This is an exciting time to join the team as we are recruiting to expand the service.
Part time hours are available for this post. 30 Hours over 4 x 7.5 hour shifts per week across a 4 week rota.
The Nottingham CityCare Urgent Treatment
Centre (UTC) is a fast-paced service that provides assessment and treatment to
people with urgent but not life threatening health problems.
This post will suit an experienced, enthusiastic and flexible individual
who is committed to providing a first class customer care experience to
patients presenting to the Urgent Treatment Centre. This is a high performing
service, this post will suit individuals who thrive in busy dynamic
environments.
You must:
- Demonstrate previous experience of delivering first class customer
care in a dynamic environment
- Demonstrate excellent communication skills
- Demonstrate the personal qualities required of a caring, compassionate
and flexible individual
- Possess IT Skills
The UTC is a training environment where employed staff will support the
development of all disciplines of health care professionals including student
nurses, pharmacists, GP SpR, medical students and paramedics.
There is a requirement for flexible 365 day working with shift work
covering 06:45am to 10pm daily. Applications will be accepted for part time hours. To find out more please contact Karen Taberham on 0115 8838517
Informal visits to the Urgent Treatment Centre are most welcome
Main duties of the job
- Provide
a high level of customer service to patients, carers, visitors and healthcare
professionals attending the UTC. Ensuring a welcoming, friendly professional
reception is delivered consistently.
- This
role will be the first contact point for service users
- To
provide support as requested to Clinicians and Practitioners working within the
service
- Provision
of administration and clerical services to support the MDT
About us
We are a provider of NHS Community Health Services, Nottingham
CityCare Partnership CIC exists to support the health and wellbeing of all
local people, working alongside other health and care partners to achieve this.
We are a values driven, people business with a passion for excellence. Our
vision and social purpose is to build healthier communities and our values of
integrity, expertise, unity and enterprise lie at the heart of everything we
do, guiding how we work together with partners and each other to consistently
deliver high quality compassionate care. As a social enterprise we aim to add
social value by investing in the future of our local communities and helping to
make a difference in peoples lives.
CityCare value the benefits of a diverse and inclusive
workforce. Our primary objective during the recruitment process is to ensure we
recruit the best candidate for the position and we strive to reflect the
community we serve. Therefore, we encourage applications from candidates who
identify as disabled, LGBT+ or from a Black, Asian or Minority Ethnic (BAME)
background, as they are currently under-represented within our organisation.
CityCare is an equal opportunities employer. We are positive
about employing people with disabilities. If you require your application in a
different format please contact Human Resources on 0115 8839418. CityCare is
committed to the protection of vulnerable adults and children.
Job description
Job responsibilities
Job Purpose
- Provide
a high level of customer service to patients, carers, visitors and healthcare
professionals attending the UTC. Ensuring a welcoming, friendly professional
reception is delivered consistently.
- This
role will be the first contact point for service users
- To
provide support as requested to Clinicians and Practitioners working within
the service
- Provision
of administration and clerical services to support the MDT
Dimensions
- Observes personal duty of care in relation to equipment and resources
used in the course of work.
Key Responsibilities
- To provide first class customer service to
patients, relatives, carers and visitors to the UTC
- To undertake the day-to-day functions of the
busy Reception, including taking messages and dealing with enquiries, by
telephone and from callers and visitors, and to welcome clients in accordance
with the core principles of PALS
- To book patients onto the clinical IT system
with accuracy ensuring correct Information Governance Procedures are
maintained at all times
- To highlight patients presenting to the UTC
with high risk symptoms or where concern exists to the responsible clinician
- To inform patients of the UTC process and
provide proactive updates as required
- To maintain an awareness of the wider health
care community and health promotion agenda, assisting with enquires and
signposting to relevant health/social care/voluntary sector providers where
this is indicated/required
- To use own initiative to deal with and react
to messages and enquiries in the absence of Clinical Lead to ensure client
satisfaction.
- To handle monies and valuables received within
the service in line with agreed processes
- To provide administrative and clerical support
to clinical staff within the Centre which may include producing and typing
letters and reports for and on behalf of the Urgent Treatment Centre and
other CityCare Teams
- To ensure the timely transfer of clinical
notes to patients GPs in line with UTC standards
- To arrange and book appointments and clinic
sessions as required including liaison with Health Professionals and external
agencies, in line with relevant service policies and procedures.
- To attend and provide reception and/or
clerical support to external clinics where required
- To deal with incoming and outgoing mail
for Seaton House and to co-ordinate
and action mail as appropriate and in line with local protocols.
- To receive deliveries (stores/medications etc)
into the department ensuring these are passed to the relevant person without
delay in line with UTC protocols.
- To create, update and transfer medical notes
in accordance with Health Records Standards.
- To ensure that manual and electronic records are
maintained and up to date, including filing of documents in health records
and facilitating the smooth and timely transfer of records in and out of the
area as required.
- To undertake the safe and well tracking
procedure at the end of each day, reporting missing staff in accordance with
the procedure
- To be aware of the importance and sensitive
nature of information and maintain strict confidentiality in all aspects of
work.
- To ensure any changes within the service are
understood and complied with appropriately and are communicated to the
relevant parties.
- To provide mentoring and support to new staff.
- To requisition supplies and stationery for the
department in line with agreed processes
- To ensure that the reception and waiting areas
are clean, tidy and well maintained at all times, taking appropriate action
to rectify any issue as it arises.
- To be flexible to cover working hours due to
staff absences upon request at other centres in order to meet the needs of
the service and undertake any other duties that may be reasonably required
within competence.
- To participate in audit as required
Job description
Job responsibilities
Job Purpose
- Provide
a high level of customer service to patients, carers, visitors and healthcare
professionals attending the UTC. Ensuring a welcoming, friendly professional
reception is delivered consistently.
- This
role will be the first contact point for service users
- To
provide support as requested to Clinicians and Practitioners working within
the service
- Provision
of administration and clerical services to support the MDT
Dimensions
- Observes personal duty of care in relation to equipment and resources
used in the course of work.
Key Responsibilities
- To provide first class customer service to
patients, relatives, carers and visitors to the UTC
- To undertake the day-to-day functions of the
busy Reception, including taking messages and dealing with enquiries, by
telephone and from callers and visitors, and to welcome clients in accordance
with the core principles of PALS
- To book patients onto the clinical IT system
with accuracy ensuring correct Information Governance Procedures are
maintained at all times
- To highlight patients presenting to the UTC
with high risk symptoms or where concern exists to the responsible clinician
- To inform patients of the UTC process and
provide proactive updates as required
- To maintain an awareness of the wider health
care community and health promotion agenda, assisting with enquires and
signposting to relevant health/social care/voluntary sector providers where
this is indicated/required
- To use own initiative to deal with and react
to messages and enquiries in the absence of Clinical Lead to ensure client
satisfaction.
- To handle monies and valuables received within
the service in line with agreed processes
- To provide administrative and clerical support
to clinical staff within the Centre which may include producing and typing
letters and reports for and on behalf of the Urgent Treatment Centre and
other CityCare Teams
- To ensure the timely transfer of clinical
notes to patients GPs in line with UTC standards
- To arrange and book appointments and clinic
sessions as required including liaison with Health Professionals and external
agencies, in line with relevant service policies and procedures.
- To attend and provide reception and/or
clerical support to external clinics where required
- To deal with incoming and outgoing mail
for Seaton House and to co-ordinate
and action mail as appropriate and in line with local protocols.
- To receive deliveries (stores/medications etc)
into the department ensuring these are passed to the relevant person without
delay in line with UTC protocols.
- To create, update and transfer medical notes
in accordance with Health Records Standards.
- To ensure that manual and electronic records are
maintained and up to date, including filing of documents in health records
and facilitating the smooth and timely transfer of records in and out of the
area as required.
- To undertake the safe and well tracking
procedure at the end of each day, reporting missing staff in accordance with
the procedure
- To be aware of the importance and sensitive
nature of information and maintain strict confidentiality in all aspects of
work.
- To ensure any changes within the service are
understood and complied with appropriately and are communicated to the
relevant parties.
- To provide mentoring and support to new staff.
- To requisition supplies and stationery for the
department in line with agreed processes
- To ensure that the reception and waiting areas
are clean, tidy and well maintained at all times, taking appropriate action
to rectify any issue as it arises.
- To be flexible to cover working hours due to
staff absences upon request at other centres in order to meet the needs of
the service and undertake any other duties that may be reasonably required
within competence.
- To participate in audit as required
Person Specification
Qualifications
Essential
- GCSE in English and Maths at grade C or above (or equivalent)
Desirable
- RSA 2 or equivalent in word processing
- European Computer Driving Licence
- Customer service qualification
Experience
Essential
- Experience of face-to-face work working with the public within a receptionist role
- Evidence of delivering first class customer service experience in a dynamic environment
- Experience of team working
Desirable
- Experience of work in healthcare setting
Special Requirements
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service
- Ability to work effectively within a multi-disciplinary team.
- Able to fulfil physical demands of post, this may involve moving and handling
- Able to travel to and from base in relation to shift times. Able to travel to other CityCare bases as required (e.g. for training purposes)
- All appointments are subject to satisfactory occupational health clearance.
- Proof of vaccination & immunisation status in accordance to Department of Health guidelines
Skills & Attributes
Essential
- Excellent communication skills (written and oral)
- IT skills
- Ability to develop good working relationships
- Able to communicate in a clear and effective manner
Desirable
- Knowledge of Systmone
- Ability to communicate in more than one language
- Knowledge of British Sign Language
- Use of hearing loop
Person Specification
Qualifications
Essential
- GCSE in English and Maths at grade C or above (or equivalent)
Desirable
- RSA 2 or equivalent in word processing
- European Computer Driving Licence
- Customer service qualification
Experience
Essential
- Experience of face-to-face work working with the public within a receptionist role
- Evidence of delivering first class customer service experience in a dynamic environment
- Experience of team working
Desirable
- Experience of work in healthcare setting
Special Requirements
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service
- Ability to work effectively within a multi-disciplinary team.
- Able to fulfil physical demands of post, this may involve moving and handling
- Able to travel to and from base in relation to shift times. Able to travel to other CityCare bases as required (e.g. for training purposes)
- All appointments are subject to satisfactory occupational health clearance.
- Proof of vaccination & immunisation status in accordance to Department of Health guidelines
Skills & Attributes
Essential
- Excellent communication skills (written and oral)
- IT skills
- Ability to develop good working relationships
- Able to communicate in a clear and effective manner
Desirable
- Knowledge of Systmone
- Ability to communicate in more than one language
- Knowledge of British Sign Language
- Use of hearing loop
