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 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:
1. Demonstrate previous experience of delivering first class customer care in a dynamic environment
2. Demonstrate excellent communication skills
3. Demonstrate the personal qualities required of a caring, compassionate and flexible individual
4. Possess IT Skills
There is a requirement for flexible 365 day working with shift work covering 06:45am to 10pm daily. To find out more please contact Nikki Booth on 0115 8838515
Informal visits to the Urgent Treatment Centre are most welcome
Main duties of the job
Provide a high level of customer service topatients, carers, visitors and healthcare professionals attending the UTC.Ensuring a welcoming, friendly professional reception is deliveredconsistently.
This role will be the first contact point forservice users
To provide support as requested to Cliniciansand Practitioners working within the service.
Provision ofadministration and clerical services to support the MDT
For full details of the role please see the Job description and Person specification attached.
About us
We are a provider of NHS Community Health Services, CityCareexists to support the health and wellbeing of all local people, workingalongside other health and care partners to achieve this. We are a valuedriven, people business with a passion for excellence. Our vision and socialpurpose is to make a difference everyday to the health & wellbeing of ourcommunities and our values of kindness, respect, trust and honesty lie at theheart of everything we do, guiding how we work together with partners and eachother to consistently deliver high quality compassionate care. As a socialenterprise we aim to add social value by investing in the future of our localcommunities and helping to make a difference in peoples lives.
CityCare value the benefits of a diverse and inclusiveworkforce. We encourage applications from candidates who identify as disabled,LGBT+ or from a Black, Asian or Minority Ethnic (BAME) background, as they arecurrently under-represented within our organisation.
CityCare is an equal opportunities employer. We are positiveabout employing people with disabilities. If you require your application in adifferent format please contact Human Resources on 0115 8839418. CityCare iscommitted to the protection of vulnerable adults and children.
Job description
Job responsibilities
Job Purpose
5. Providea high level of customer service to patients, carers, visitors and healthcareprofessionals attending the UTC. Ensuring a welcoming, friendly professionalreception is delivered consistently.
6. Thisrole will be the first contact point for service users
7. Toprovide support as requested to Clinicians and Practitioners working within theservice
8. Provision of administration and clericalservices to support the MDT
Dimensions
9. Observespersonal duty of care in relation to equipment and resources used in the courseof work.
Key Responsibilities
10. To provide first class customer service topatients, relatives, carers and visitors to the UTC
11. To undertake the day-to-day functions of thebusy Reception, including taking messages and dealing with enquiries, bytelephone and from callers and visitors, and to welcome clients in accordancewith the core principles of PALS
12. To book patients onto the clinical IT systemwith accuracy ensuring correct Information Governance Procedures are maintainedat all times
13. To highlight patients presenting to the UTC withhigh risk symptoms or where concern exists to the responsible clinician
14. To inform patients of the UTC process andprovide proactive updates as required
15. To maintain an awareness of the wider healthcare community and health promotion agenda, assisting with enquires andsignposting to relevant health/social care/voluntary sector providers wherethis is indicated/required
16. To use own initiative to deal with and react tomessages and enquiries in the absence of Clinical Lead to ensure clientsatisfaction.
17. To handle monies and valuables received withinthe service in line with agreed processes
18. To provide administrative and clerical supportto clinical staff within the Centre which may include producing and typingletters and reports for and on behalf of the Urgent Treatment Centre and otherCityCare Teams
19. To ensure the timely transfer of clinical notesto patients GPs in line with UTC standards
20. To arrange and book appointments and clinicsessions as required including liaison with Health Professionals and externalagencies, in line with relevant service policies and procedures.
21. To attend and provide reception and/or clericalsupport to external clinics where required
22. To deal with incoming and outgoing mail forSeaton House and to co-ordinate and action mail as appropriate and in line withlocal protocols.
23. To receive deliveries (stores/medications etc)into the department ensuring these are passed to the relevant person withoutdelay in line with UTC protocols.
24. To create, update and transfer medical notes inaccordance with Health Records Standards.
25. To ensure that manual and electronic records aremaintained and up to date, including filing of documents in health records andfacilitating the smooth and timely transfer of records in and out of the areaas required.
26. To undertake the safe and well trackingprocedure at the end of each day, reporting missing staff in accordance withthe procedure
27. To be aware of the importance and sensitivenature of information and maintain strict confidentiality in all aspects ofwork.
28. To ensure any changes within the service areunderstood and complied with appropriately and are communicated to the relevantparties.
29. To provide mentoring and support to new staff.
30. To requisition supplies and stationery for thedepartment in line with agreed processes
31. To ensure that the reception and waiting areasare clean, tidy and well maintained at all times, taking appropriate action torectify any issue as it arises.
32. To be flexible to cover working hours due tostaff absences upon request at other centres in order to meet the needs of theservice and undertake any other duties that may be reasonably required withincompetence.
33. To participate in audit as required
Person Specification
Experience
Essential
34. Experience of face-to-face work working with the public within a receptionist role
35. Evidence of delivering first class customer service experience in a dynamic environment
36. Experience of team working
Desirable
37. Customer service training/qualification
38. Experience of work in healthcare setting
Qualifications
Essential
39. GCSE in English and Maths at grade C or above
Desirable
40. RSA 2 or equivalent in word processing
41. European Computer Driving Licence
Special Requirements
Essential
42. Ability to be flexible over hours worked within contracted hours to meet the needs of the service.
43. Ability to work effectively within a multi-disciplinary team.
44. Able to fulfil physical demands of post, this may involve moving and handling
45. Ability to travel between CityCare locations and bases.
46. Proof of vaccination & immunisation status in accordance to Department of Health guidelines
Knowledge and skills
Essential
47. Excellent communication skills (written and oral)
48. IT skills
49. Ability to develop good working relationships
50. Able to communicate in a clear and effective manner
Desirable
51. Knowledge of Systmone
52. Ability to communicate in more than one language
53. Knowledge of British Sign Language
54. Use of hearing loop