Job descriptionJob Description & Person Specification Position: Receptionist Division: LLR Location: OOH - Hubs Reporting to: Lead Receptionist / Operations Manager Purpose of the Role DHU Urgent Care (LLR) CIC is a non-profit making provider of urgent care and out of hour’s services within Leicester, Leicestershire and Rutland (LLR), a population of just over one million.
This post provides reception support to clinical staff and Patients. The role requires a good working knowledge of reception duties preferably in a medical setting but not essential. A good level of Information Technology skills required as the service uses a computerised clinic system (e.g. SystmOne). A commitment to a quality service and excellence in all that DHU Health Care CIC undertakes are integral to the role and the development of the service. The post holder will participate in promoting and advancing DHU Health Care CIC. Key Success Measures Caring & Compassion - We will actively listen to understand and empathise with others’, with a desire support both patients and colleagues.
Always Professional - We will be accountable for consistently delivering high quality healthcare for our patients
Respect & Dignity - We will actively listen to each other and our patients to answer their concerns or questions. We will maintain and respect patient’s dignity and must ensure it is never compromised.
Everyone Matters - We will actively encourage feedback from both patients and colleagues to continually improve our service, ensure everyone has an opportunity to have their voice heard, and everyone has an opportunity to further develop their skills and competencies. Key Areas of Responsibility & Accountability Depending on your base location there is a requirement to open and close the doors of the Hub in readiness for the clinicians starting their shifts.
To make ready the reception area to receive patients from first appointment time reporting any issues to the relevant person.
The reception area needs to be cleaned in accordance with the reception checklist and any resources need to be stocked ready for patient care. I.e. Urine sample pots.
The Computer in reception and in each Consultation room needs to be turned on and ready for patient appointments.
Each Consultation room needs to be cleaned in accordance with the Clinic room checklist and any resources need to be stocked ready for patient care. I.e. Examination couch ready and ensure there is enough couch roll for the shift.
The Clinician equipment box and trolley needs to be checked and each Clinician will need to sign the equipment out. When Clinician has finished shift the box needs to be checked for all equipment and the Clinician and receptionist needs to sign to confirm all equipment returned.
Prescriptions need to be made available for each prescribing Clinician.
All PPE needs to be restocked and made available on trolleys ready for each Clinician
Emergency equipment i.e. Resus bag, DE fib is to be collected from the store room and placed in an accessible place for all Clinicians.
To comply with all Infection Control guidelines and ensure that the 3 hour touch point cleaning is carried out and recorded in the checklist
To undertake reception duties as required, during the hours of duty, greeting and managing patients in a courteous and appropriate manner.
To receive and record incoming calls from Fosse House, other organisations i.e. Bed Bureau and colleagues accurately and transferring calls as appropriate to Clinicians and other staff.
Comfort call patients if DNA To receive patients, dealing with their enquiries and explaining hub procedures i.e. infection control protocol.
To ensure all systm one processes and procedures are completed. I.e. arriving patients, merging 111 letters, completing discharge letters, and sending discharge summary tasks.
To review incoming patient appointments and recording symptoms.
To alert the Clinicians if appropriate patients are booked.
To register a new patient and make an appointment if required to do so.
To ensure the reception area and back office is kept tidy and ready for use by incoming colleagues and that information about any unresolved, outstanding or urgent matters is passed on.
To maintain the waiting area in a neat and tidy condition and to ensure infection control protocol is adhered to.
To assist the Clinician as requested in Chaperone duties.
To complete all Mandatory training and to ensure renewal dates are adhered to.
To assist the Clinician as requested in emergency requirements administering first aid as directed.
To assist the Clinician as requested by telephoning emergency services, bed bureau etc.
Print Patient summary letters for referral to ED as requested.
To provide a positive image of the organisation.
To maintain his/her own professional competence in accordance with professional requirements, detailed in an annual Personal Development Plan that demonstrates a continued commitment to training and development.
To immediately bring to the attention of the Manager any issue or incident, clinical or otherwise, that would attract censure or praise, or might bring DHU to the attention of the SHA, CCG, PBC or LMC or into the public view.
To adhere to all DHU Health Care CIC Policies and Procedures as necessary.
To maintain confidentiality of information relating to patients, clients, staff and other users of the services.
To undertake any other duties commensurate with the role, within the bounds of his/her own competence.
To lock all doors and cabinets, close all windows and close down the computers at the end of the day, ensuring all patients have left.
To ensure all equipment is stored away and Prescriptions and Medicines made secure.
As you will expect the organisation may change from time to time and you will be expected to meet the operational requirements.
Any other reasonable duties as required from time to time. Person Specification
The job holder will have; High level of reception experience
Previous experience in a health care environment desirable
Computer experience (e.g. Word/Excel and other packages) as well as email systems and other electronic media
Accuracy and attention to detail
IT literacy skills in Word, Excel, PowerPoint
Flexible & adaptable to meet changing needs of service Skills and Knowledge Self-motivated, able to work without supervision, using own initiative to complete tasks
Well-developed influencing skills combined with a facilitative and supportive style of working
Ability to prioritise work
Good interpersonal and communication skills
Evidence of commitment to continuing professional development (CPD) Personal Qualities Good team player able to work within a multi-disciplinary team
Ability to work under own initiative
High level of interpersonal skills
Adhere to the Confidentiality Code and Data Protection Regulations Other Full valid driving license and use of a vehicle and able to travel to other DHU bases on occasions
Flexibility to meet service/Rota needs including annual leave and sickness cover
Requirement to meet DBS and other checks that must be satisfactory to DHU Health Care CIC Urgent Care Division (Leicestershire) recruitment process Behavioral Skills Caring & Compassion – Putting patients interests at the heart of everything we do
Always Professional – Demonstrate excellence in everything we do
Respect and Dignity – Everyone has the right to respect and dignity
Everyone Matters – Placing our colleagues and patients at the heart of the organisation Values, behaviours and principles
We are always: Compassionate – we show kindness, consideration and understanding in everything we do – and demonstrate our caring nature to our patient, people and communities
Accomplished – we are available day and night – a response, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual
Respectful – we recognise the value that individual and team difference bring – welcoming views, listening, being honest, and learning from others’ experiences
Encouraging – we believe everyone matters, so we inspire confidence in other – promoting ‘speaking up’, fostering career-long learning and development, and supporting improvement ideas Diversity DHU believe our workforce should be as diverse as the range of services we offer, and the communities we serve. We are committed to valuing and encouraging diversity throughout our workforce, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. As part of our mission we are dedicated to eliminating discrimination Safeguarding DHU Health Care CIC is committed to safeguarding and promoting the welfare of Adults, Children and Young People and expects all staff and volunteers to share this commitment. Infection Prevention & Control Infection Prevention & Control is pivotal in ensuring a safe & clean environment for both patients and staff. IP&C is everyone’s responsibility and strict adherence to the IP&C policy is expected of ALL employees of the organisation. Acknowledgment I acknowledge receipt and confirm my understanding and acceptance of the responsibilities specified in my Job Description. Please Note: If you are unclear of any requirement in this document obtain clarification from your line manager.
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