Receptionist (Airedale & Eccleshill)

**Job Title**: Receptionist Team: West Yorkshire Urgent Care Line Manager: Area Manager Locations: Airedale, Bradford & Eccleshill DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce Vaccination Requirements: Covid19 double vaccination 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. Flu jab recommended and will be offered. Job Purpose: The purpose of this role is to ensure 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, 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 LCD team including health professionals and any external stakeholders.

**Principle Responsibilities**: 1. Receive patients and visitors to the centre in a professional and courteos manner. 2. Book patients onto SystmOne on arrival and show them to the waiting area.

3. Monitoring patient flow and taking action where there are non-attendees and cancellations. 4. Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate.

5. 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. 6. To actively promote equality for all patients.

7. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner. 8. Maintain and re-order consumables for the reception and waiting areas.

9. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment. 10. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerised data.

11. Ensuring that the Reception and Waiting area is kept clean and tidy at all times. 12. 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.

13. Completion of Handover report and LCD PCC check list each session. 14. Contributes and makes suggestions for improving service provision.

15. Assisting other members of the team in any tasks believed to be appropriate to your capability. 16. Demonstrates duties to new starters.

17. Completion of LCD PCC check lists. 18. Supporting A & E Departments where agreements are in place.

19. Follows local and organisational policies and procedures within role. 20. Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held).

21. Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them. 22. Knowledge of and adherence to standards as laid down by the Care Quality Commision.

23. Act as ambassador for LCD at all times. 24. Working flexibly to provide cover for colleagues when needed.

25. Assisting in the implementation of any new measures deemed necessary by the Management or Executive. 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, manual handling and Control of Infection. Ensure compliance with Infection, Prevention and Control guidelines. COMMUNICATIONS & RELATIONSHIPS To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.

To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post. PATIENT CARE To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct. FINANCIAL RESOURCES To ensure financial policies and procedures are maintained and any relevant budgets are adhered to and that best value for money is achieved.

CONFIDENTIALITY To operate and ensure the team operates within information governance protocols and that b