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Contact: Theresa Dudley – Theresa.dudley@nhs.net
Accountable to: Shift Manager
Key working: Shift supervisor, duty doctors, and Operations managers
Hours of Work: Zero hours contract - see times below
Pay rate: Starting at £12.21 per hour
Job summary:
To be responsible for reception duties, being the point of contact for patients arriving at the SELDOC Healthcare Out of Hours (OOH) bases, in a friendly and courteous manner, exercising discretion and confidentiality at all times, and dealing with queries to ensure the appointment system operates efficiently.
Key duties and responsibilities:
1. Ensuring that the site is open and ready for the start of the shift and locking the site up securely at the close of a shift.
2. Setting up equipment and paperwork ready for the arrival of both Doctors and patients.
3. Welcoming all patients who attend SELDOC Healthcare bases in a courteous and professional manner.
4. Operating the appointment system for patients required to attend SELDOC Healthcare bases.
5. Answering enquiries, ensuring that these are dealt with promptly, prioritising urgent calls, and recording and passing on accurate and timely messages.
6. Safeguarding all SELDOC Healthcare’s equipment and property securely at the end of each shift.
7. Reporting any potential hazards/risks immediately to the Shift Manager.
8. Working with patients to provide feedback on the services they have received, as requested.
9. Ensuring the waiting room is maintained with up-to-date notices and information.
10. Carrying out ad hoc general office administrative and housekeeping duties as requested by the supervisor or management staff to help ensure the smooth running of the office during ‘slack periods’.
Corporate responsibilities:
1. Completing/attending all Mandatory training for the role as identified by the organisation.
2. Carrying out the role in line with SELDOC Healthcare Operating Policies and procedures.
3. Working as part of the team to ensure a positive and productive team environment is developed and maintained at all times.
4. Reporting incidents and completing documentation as required.
5. Supporting colleagues in ensuring operational and management cover is available across all work streams.
6. Maintaining patient and staff confidentiality at all times.
Other duties:
This job description is an outline only and is not definitive or restrictive in any way. It may be reviewed and amended in light of changing circumstances following consultation with the post holder.
Working Hours:
Friday: 19:45-00:14
Saturday: 18:45-00:14
Sunday: 18:45-00:14
Education/Qualifications:
* 5 GCSE/NVQ or equivalent
* Customer Service Qualification
* A levels
Experience:
* Experience working with databases
* Experience with customer service in Health or Health allied industry
* Dealing with demanding customers
* Working with confidential, sensitive information in NHS setting
* Knowledge of ADASTRA
* NHS Complaints Procedure
Knowledge:
* Working knowledge of Microsoft Office Software and/or databases for patient records/information
* Good telephone manner
* General Practice processes, services
Qualities and Skills:
* Able to work to high standards
* Able to follow protocols
* Ability to prioritise own workload
* Able to work under pressure while maintaining the required standards
* Ability to work in a multidisciplinary team
Other:
* Ability to work respecting equality and diversity requirements with colleagues and patients
* Ability to cover shifts at short notice at other sites
* Flexible approach to tasks
Seniority level:
Entry level
Employment type:
Part-time
Job function:
Administrative
Industries:
Hospitals and Health Care
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