Go back Partnership of East London Co-operatives (PELC) Ltd
Receptionist
The closing date is 28 June 2025
PELC is looking for an experienced individual to work as a Receptionist at the Urgent Treatment Centre, providing excellent patient care services. Your role as a Night Receptionist will involve working on the front line to support the Urgent Treatment Centre Department. You will be responsible for providing a professional, confidential, and efficient reception and follow-up service to patients, as well as clerical support within the Department. Additionally, you will oversee the waiting room.
You should have experience dealing with the public both over the phone and face-to-face, demonstrating excellent communication skills. It is essential that you work well in a team and have NHS experience. Early application is encouraged as response levels are high, and the position may close before the deadline. If you do not hear within 2 weeks of the closing date, please assume your application was unsuccessful. We value diversity and welcome applications from all community sections. PELC also offers voluntary NHS Pension Scheme membership.
Main duties of the job
To provide a professional, confidential, and efficient reception and follow-up service to patients, along with clerical support to clinical areas. This is a part-time role within a 24/7 service, requiring flexibility to cover various shifts depending on service needs and staff availability. Candidates must be willing to rotate shifts to ensure coverage and continuity.
About us
The Partnership of East London Co-operatives (PELC) Ltd is a not-for-profit organization providing NHS healthcare services, including GP Out of Hours and Urgent Treatment services, to over 1.1 million patients in the Barking & Dagenham, Redbridge, and Havering areas. We offer a supportive working environment with excellent training. Although not an NHS employer, we provide automatic enrollment into the NHS Pension Scheme.
Job responsibilities
1. Main Duties & Responsibilities
- Attend shifts punctually, taking responsibility for handover from the previous shift and communicating any relevant information.
- Welcome patients kindly and professionally.
- Oversee the waiting room.
- Register patient demographics and symptoms accurately and confidentially using Medway, Symphony, and Adastra software.
- Use PELC systems to book, amend, cancel, and manage patient appointments efficiently.
* Identify and promote ways to improve service quality.
- Maintain a clean and tidy reception area following health and safety guidelines.
- Handle aggressive, irate, or unwell patients professionally.
- Restock and display information leaflets and feedback forms.
- Ensure all computers are logged in and ready for use.
- Check emails and fax messages daily.
- Provide high-quality clerical support to clinical and non-clinical staff.
- Respond promptly and empathetically to patient queries.
- Be familiar with the department layout and direct patients accordingly.
- Be prepared to revert to manual procedures if necessary.
- Answer calls, record messages, and maintain confidentiality per data protection standards.
- Report clinical incidents promptly to staff and escalate where necessary.
- Monitor patient flow and waiting times, communicating with clinicians and escalating to supervisors as needed.
- Check consultation rooms and ensure infection control procedures are followed.
- Follow prescription management guidelines for FP10 prescriptions, including safe handling and storage.
- Check and report on GP equipment and manage stock and medication room temperatures.
- Respond quickly to spillages or accidents to meet infection control standards.
- Support clinical staff as a chaperone when needed.
- Complete administrative tasks during quieter periods, such as data collection and record management.
- Read and escalate patient notes and alerts, including safeguarding concerns.
- Complete mandatory training and adhere to working arrangements.
This description is not exhaustive and may be adjusted periodically. You are expected to carry out any reasonable duties as requested.
Person Specification
Qualifications
* GCSE grades A-C in English and Maths
* NVQ Level 2 in Health and Social Care or equivalent
* Minimum of 5 GCSEs
Experience
* Dealing with the public over the phone and face-to-face
* Teamwork experience
* Call centre environment experience
* NHS experience preferred
Skills & Abilities
* IT proficiency
* Excellent telephone manner
* Initiative and problem-solving skills
* Ability to interpret policies and procedures
* Work calmly under pressure
Disclosure and Barring Service Check
This role requires a DBS check due to the nature of the work within healthcare settings.
Employer
Partnership of East London Co-operatives (PELC) Ltd
Salary: £24,063 to £25,681 per year (pro-rated), plus unsocial hours pay
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