Receptionist / Contact Centre Agent (Dual Role)

5 months ago


Pontefract, United Kingdom Local Care Direct Full time

**Job Title**: Receptionist / Contact Centre Agent (Dual Role) Team: Contact Centre / WYUC Base Location: Pontefract Urgent Treatment Centre Secondary Location: Bradley Contact Centre (for a minimum of 1 shift per month in order for skill retention and training) Primary Line Manager: Area Manager Hours of Work: As per contract (These services are open 365 days a year including bank holidays) Staff Group: Drivers & Receptionists DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Medium Risk for requiring Hepatitis B immunisation vaccination is recommended, therefore Post Holders will be offered a Hep B immunisation. This job has been rated as Low Risk for requiring Hepatitis B immunisation. Flu jab recommended and will be offered.

**Job Purpose**: This is a dual role with the primary role as Receptionist supporting Pontefract Urgent Treatment Centre. In the event of absence, they will step in as the primary Receptionist for the site. The Receptionist ensures patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS. To achieve this, Receptionists are responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders.

The secondary role as Contact Centre Agent will be the default role when the reception area is fully staffed. When working as the Contact Centre Agent you will support the safe and effective flow of patients within the Contact Centre Operations. As a Contact Centre Agent there will be the requirement to be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations. This will contribute to the delivery of a quality service and the maintenance of quality standards within the Contact Centre.

The main base is Pontefract Urgent Treatment Centre but for one shift per month the Receptionist / Contact Centre Agent (Dual Role) will work directly with the Contact Centre Team at the Bradley Contact Centre (Huddersfield) in order to maintain training and skills. When Working in the Capacity of a Receptionist to support Pontefract Urgent Treatment Centre the Key Principles are: Receive patients and visitors to the centre in a professional and courteous manner. Book patients onto SystmOne on arrival and show them to the waiting area. Monitoring patient flow and taking action where there are non-attendees and cancellations.

Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate. Assisting patients who have communication difficulties whilst at the centre and accessing support when identified such as Language Line or facilities for the hard of hearing. To actively promote equality for all patients. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner.

Maintain and re-order consumables for the reception and waiting areas. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerised data. Ensuring that the Reception and Waiting area is kept clean and tidy at all times.

Ensuring that consulting rooms are equipped to agreed standards at all times and this is monitored in line with company policy via the LCD PCC check list, paying due adherence to Infection Prevention and Control guidelines. Completion of Handover report and LCD PCC check list each session. Contributes and makes suggestions for improving service provision. Assisting other members of the team in any tasks believed to be appropriate to your capability.

Demonstrates duties to new starters. Completion of LCD PCC check lists. Supporting A & E Departments where agreements are in place. Follows local and organisational policies and procedures within role.

Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held). Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them. Knowledge of and adherence to standards as laid down by the Care Quality Commission. Act as ambassador for LCD at all times.

Working flexibly to provide cover for colleagues when needed. Assisting in the implementation of any new measures deemed necessary by the Management or Executive. When Working in the Capacity of a Contact Centre Agent the Key Principles are: To



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