The Receptionist is responsible for providing an efficient and effective front-line service as part of the Urgent Treatment Centre reception at West Middlesex Hospital Urgent Treatment Centre.
The post holder will provide a comprehensive support service carrying out general reception and clerical duties including data inputting onto designated IT systems within the Urgent Care Centre to ensure the smooth running of the unit.
The post holder will be responsible for providing a customer-oriented reception service and clerical support to the operational and clinical team. This includes accurately registering and updating details onto the hospital databases and medical system (Cerner) and assisting in any enquiries from internal or external agencies.
Please note, there is one 37.5 hour role available, with the shift pattern being Monday, Tuesday and Sunday 08:00 - 16:00 and Thursday and Friday 16:00 - 00:00.
Main duties of the job
1. To maintain a high level of customer care at all times, communicating effectively and sympathetically with all visitors and acting as a focal point for enquiries.
2. To obtain patients' demographic details in a sensitive manner and input onto the appropriate electronic records management system ensuring accuracy.
3. To follow safeguarding processes after booking in each child.
4. Monitor the welfare of patients in the waiting area and notify a member of the clinical team if concerned about a patient's wellbeing.
5. Book other appointments as requested by the clinician.
6. To support patients in making appointments with their own GP practice when appropriate.
7. To support non-registered patients in registering with a GP locally.
8. Support the urgent care centre in reducing patients presenting at the emergency department.
9. Assist in ensuring that Health & Safety policies and procedures are followed within the urgent care setting.
10. Responsible for Fire Co-ordinator duties in the clinic/department as per fire procedures.
11. Ensure patients are referred/booked into appropriate clinics/department.
12. Assist the Urgent Treatment Centre to achieve both local and national agreed targets.
13. To ensure that all administrative duties are carried out in a professional, accurate and efficient manner at all times.
About us
This is an exciting opportunity to join one of the UK’s most successful and innovative 111/Integrated Urgent Care Providers (IUC) with a 28-year long history. At LCW you will become part of a highly skilled and dynamic team based in the heart of West London, next to the world-famous Portobello Road street market and home to one of the UK’s most diverse communities.
We are committed to staff development, and you will be nurtured and given the opportunity to move through the LCW ranks should you wish to forge an enviable career in the NHS.
Job responsibilities
Key Working Relationships:
The post holder will provide a face-to-face reception service in a busy GP led UTC, always dealing with members of the public in a polite and courteous manner.
The post holder will be required to work within a large team supporting clinical and operational staff with all administrative tasks. It will also involve liaising directly with GPs, clinicians, LAS, and the A&E admin team performing daily duties, ensuring a seamless patient journey.
Communication:
1. To demonstrate politeness, courtesy, respect and sensitivity in dealing with patients, clients, visitors, relatives, and colleagues, maintaining good customer relations.
2. To adapt communication skills to meet the needs of patients who may have barriers to understanding, e.g., language.
3. To work cohesively with all members of the team in ensuring that the very best services to patients are provided at all times.
Confidentiality:
The post-holder must maintain confidentiality of information about staff, patients, and health service business and be aware of the Data Protection Act (1984) and Access to Health Records Act (1990).
Clinical Governance & Risk Management:
LCW UCC believes everyone has a role to play in improving and contributing to the quality of care provided to our patients. As an employee, you are expected to take a proactive role in supporting the clinical governance agenda by:
* Participating in activities for improving quality such as clinical audit.
* Identifying and managing risks through incident and near miss reporting and undertaking risk assessments.
* Following LCW policies, guidelines, and procedures.
* Maintaining your continuing professional development.
Education and Training/Self-Development:
1. To identify own training and development needs and undertake appropriate training/education as required.
2. To demonstrate skills and activities to others who are undertaking similar work.
3. To participate in an annual performance review process, including taking responsibility for maintaining a record of own personal and/or professional development.
4. To attend all statutory and mandatory training as and when required to do so.
Person Specification
Experience
* 1 Year working in an office environment.
* Experience of working in a customer-focused environment.
* Cerner experience.
* Ability to prioritize workload.
* Understanding of Data Protection Issues.
Qualifications
* Good General Education, educated to NVQ2 or equivalent.
* GCSE Maths.
Skills/Abilities
* Good Communication Skills.
* Methodical and Accurate.
* Accurate Keyboard Skills.
* Ability to Work Under Pressure.
* Prioritizing Skills.
* Organizational Skills.
* Microsoft Windows Skills.
* Ability to Cope With Demanding Workload.
* Knowledge of Medical Terminology.
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.
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