This post is based on our reception with shifts at St Catherine's Health Centre and Victoria Central in Wallasey. The post holder will be greeting patients, booking appointments and liaising with internal and external agencies
Main purpose of this role is to be based on reception and to greet and book in patients when they come in for an appointment. Answer calls, book appointments and work closely with our clinical team.
Wirral Community Health & Care NHS Foundation Trust provides high quality community health and care services which are responsive to the needs of our local population. Services are delivered by our dedicated and innovative multi disciplinary professionals and supported by equally committed staff behind the scenes. We strive to continue developing and improving our services by working with and listening to our populations, partners, commissioners and staff.
WCHC offers you a great opportunity to be a part of a talented, passionate and committed team delivering excellent community based services across Cheshire and Merseyside.
Accurately record on the clinical IT system personal information provided by patients attending clinic. Arrive patients with a pre booked appointment, checking their details are correct
Act as primary point of contact for patients and other care professionals in a courteous manner both face to face and on the telephone, liaising effectively with these agencies in pursuance of designated tasks
Ensure professional manner in all dealings with the public
Set up reception area with patient registration forms (make photocopies where necessary), clip boards and pens
Give patients a friendly welcome and enter their details onto patient system
Book appointments in a discreet manner maintaining confidentiality with the with the patient
Liaise with the Clinic Flow Nurse especially when the clinic is very busy
Keep the patients informed of waiting times or delays
Follow the pro forma for dispensing condoms to appropriate patients
Open and date stamp any post that has arrived for the service and send on to the appropriate person
Keep the waiting room and reception areas presentable during clinic
To liaise with Senior Admin Assistant at base to ensure that appropriate support services are obtained including stationery, repairs to equipment etc.
Be aware of and follow any procedures around opening and closing of venue clinic
Ensure all relevant paperwork is sent to the appropriate clinic base after each clinic
Keep up to date with all policies relating to safeguarding, infection control etc. and be aware of where to access them on staff intranet
Report or assist in the investigation, following up of accident/untoward incidents and complaints arising that affect either patients or staff according to policy
Prepare administrative details on lab request forms e.g. filing out relevant blood forms with patient details according to clinic protocol
Liaise with the nursing staff in relation to patient triages and subsequent patient registrations. Regular liaison with clinical staff to optimise clinic flow
Agree workload with other clerical staff prioritising activities
Document any referrals from other agencies for further correspondence i.e. Doctors letters
To text/send letter of negative/positive results to patients, in accordance with the results pathway
To send a text to patients informing them of their appointment details as per appropriate service pathway
Take calls related to texts/letters e.g. appointments/clinical enquiries and refer to member of the nursing team with any queries
Report/highlight any faults with the clinical IT systems to appropriate help desk
Providing and receiving routine information, from the public whose first language may not be English, where there are barriers to understanding e.g. book language line/interpreters for patients as required
Dealing sensitively with issues that are of a high confidential nature maintaining patient confidentiality at all times in line with organisational information governance principles (Caldicott)
To take clear and accurate messages and ensure these are handed to appropriate members of staff
Attend departmental and team meetings as appropriate
Attend regular management supervisions and annual appraisals and participate in self-development using individual review
To undertake photocopying, faxing and operating other office equipment as necessary in accordance with H&S guidelines
Ensure adequate supplies of stationary are available and liaise with secretarial staff to reorder when necessary
Able to signpost to patients Advice and Liaison Service (PALS) if required
To attend Mandatory training when required