Receptionist - Tiverton Urgent Treatment Centre

Job overview

The post holder will be the “front of house” representative for the Urgent Treatment Centre and at times the wider hospital. They must at all times be both courteous and caring when dealing with patients, ensuring that the Centre is managed efficiently in all aspects.

The Urgent Treatment Centre is staffed by a Receptionist and a clinical team. Therefore it is imperative that Reception staff:

• Are punctual and ready to commence dealing with patients and calls at the start of their shift.
• Are 100% accurate in accounting for all calls directed to them from Ambulance Control.
• Ensure that all calls are progressed and completed prior to the end of their shifts.

• Register all walk-in cases on arrival at the UCC,
• Process patients with pre-booked appointments.
• Answer the telephone.
• Deal with face to face enquiries.
• Process referrals.
• Raise concerns to the clinical team.

Working pattern details

Shifts 1630-2030 weekdays, 0745-1545 and 1230-2030 Saturday/Sunday

Main duties of the job

Liaise with Ambulance Control, Health Care Professionals and NHS 111 to ensure that all patients referred to the Treatment Centre are accounted for.

Assist the clinical team and carry out any non-medical duties as specified by them, for example, to offer non-medical help to patients awaiting treatment, to do any necessary paperwork, to make telephone calls on behalf of the clinical team.

Ensure compliance with the strict protocols of patient confidentiality ensuring that members of the public visiting the Centre do not have access to patient information.

Advise Ambulance Control of any pertinent information with regard to the treatment of patients by the clinical team.

Deal courteously with all arrivals at the Treatment Centre. Dealing with the enquiries and ensuring that all patients receive treatment as appropriate and are advised on any delays.

Be responsible for the day-to-day administration of the Treatment Centre including opening or locking up at the start or end of each shift, retrieving relevant paperwork, and keeping the administration systems up-to-date.

Ensure that details of administrative procedures and other relevant policies are contained in a handbook for Reception Staff.

Ensure that an up-to-date list of chemists and opening hours is available and to give local and route directions to patients when needed.

Any other duties as directed by a senior manager or clinician in charge

To treat everyone with whom you come into contact, with dignity and respect.

Working for our organisation

Tiverton Urgent Treatment Centre provide urgent care, 12 hours a day, 365 days a year, operating from Tiverton Hospital.

We remain committed to ensuring that we provide the best possible care for all our patients which is reflected in our new five-year strategy which has continually improving patient care at its very core.

At the heart of our beautiful and diverse region the Trust employ over 6000 people and are supported by over 575 volunteers.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.

In return we will equip you with the skills, resources and development you need to thrive in your role.

You will have opportunities to progress to roles at a higher pay grade and enjoy continuous professional development.

• Competitive NHS salary
• Holiday entitlements pro rata to the number of hours worked
• Pay enhancements for out of hours working
• Generous Pension Scheme
• Car leasing scheme
• Cycle-to-work and other salary sacrifice schemes
• Staff networks
• Access to a wide range of discounts from various organisations across the UK

Detailed job description and main responsibilities

For further information about this role please see the attached job description and person specification.

Person specification

Education and qualifications

• Educated to NVQ II level or have equivalent level of experience

• A Level / NVQ Level III or equivalent

Previous experience (Paid/ Unpaid relevant to job)

• Significant experience of working in a busy administrative environment

• Experience in the healthcare sector