Job Title : Patient Care Advisor (Receptionist)

JOB DESCRIPTION

Job Title : Patient Care Advisor (Receptionist)

Reports To : Practice Manager

Pay: £7.17 in hours £7.37 out of hours

Location : Local Care Direct West Yorkshire operating area

Hours: Working within a rota to cover the centre’s opening hours seven days a week. You will be required to work flexibly within these times including bank holidays.

Job Summary: The purpose of this role is to ensure patients using Local Care Direct services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, Local Care Direct services and the wider NHS.

To achieve this, you will be responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the Local Care Direct team including health professionals.

Main tasks : Service Delivery

·  To arrive on time for work and promptly inform the manager of any reason why they are unable to report for duty.

·  Follows policies and procedures within own role.

·  To use equipment in Reception in a safe and responsible way.

·  Uses a combination of sitting, bending, walking and standing during the normal working day.

·  Using VDU and computer such as appointment system, ordering prescriptions etc.

·  Using word processing skills e.g. typing referral letters, general correspondence.

·  Ability to problem-solve issues .

·  Occasional exposure to distress when dealing with emotional circumstances e.g. patient details and events.

·  Receiving and arranging the transmission of samples and ensuring that the correct forms accompany them.

·  Taking delivery of parcels/boxes and storing appropriately.

·  Undertakes surveys/audits when required using both manual and computerised data.

·  Contributes and makes suggestions for improving service provision.

·  Ensuring that external mail is dealt with in a prompt manner by taking it to the Post Office daily.

·  Ensuring that the Reception and Waiting area is kept in order.

·  Ensuring that consulting rooms are equipped agreed standards at all times and this is monitored in line with company policy.

·  Assisting other members of the team in any tasks believed to be appropriate to your capability.

·  Assisting the Practice Manager in the implementation of any new measures, systems, policies and procedures as deemed necessary.

Main tasks : Communications & Relationships

·  Responsibility for providing first-line contact for patients and dealing with their requests in a courteous and efficient manner.

·  To actively promote equality for all patients.

·  To filter information received and record relevant details in an efficient manner.

·  Communicate effectively within the centre with the necessary level of urgency, within an appropriate time scale.

·  To ensure information is available to the relevant team members.

·  Identifying the specific needs of the patients when ordering medication, home visits etc.

·  Liaise with outside agencies efficiently.

·  Understanding and being aware of non-verbal communication.

·  Assisting patients who have communication difficulties whilst at the centre and accessing support when identified.

·  Understanding of medical terminology appropriate to the requirements of the job

·  Knowledge of IT systems and the recording of information in an appropriate manner. E.g., Read coding.

·  Being sensitive to the need of colleagues and offering support when needed.

·  Demonstrates duties to new starters.

Main tasks : Organisational

·  Working to standard operating procedures at all times

·  Works as part of the practice team

·  Operates the appointment system effectively

·  Booking rooms within the centre when requested

·  Organising patient notes to be available for clinicians

·  Monitoring patient flow and advising health professionals of non-attendees and cancellations

·  Sorting and tagging of patient records

·  Working flexibly to provide cover for colleagues when needed

·  Ensure approved workwear is worn at all times following company policy

Main tasks : Financial

·  Maintain and re-order consumables for the reception and waiting areas

·  Purchasing items through the petty cash system following agreed protocols

·  Receiving and recording any monies following agreed protocols

Main tasks : Health, Safety & Security

·  To report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures

·  Ensure compliance with Health and Safety at Work regulations

·  Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment and Control of Infection.

Main tasks : Confidentiality

·  Ensure all information relating to patients and staff is managed in accordance with company policy at all times.

Main tasks : Training

·  Attend all mandatory training sessions and support local and company-wide learning and development activities.

·  Actively participate in the performance review process. Performance against clear standards, responsibilities and objectives will be formally assessed through regular 121s with your line manager and an annual Performance & Development Review.

Infection Prevention and Control

·  Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete yearly IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this

Safeguarding

·  Individual’s have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, detect and report neglect and abuse, adhering to the company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures

The main duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The jobholder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the business. The job holder will be expected to participate in this process and the company would aim to reach agreement to changes

June 10