Job Description

Job Purpose Provide a high level of customer service to patients, carers, visitors and healthcare professionals attending the UTC. Ensuring a welcoming, friendly professional reception is delivered consistently. This role will be the first contact point for service users To provide support as requested to Clinicians and Practitioners working within the service Provision of administration and clerical services to support the MDT Dimensions Observes personal duty of care in relation to equipment and resources used in the course of work. Key Responsibilities To provide first class customer service to patients, relatives, carers and visitors to the UTC To undertake the day-to-day functions of the busy Reception, including taking messages and dealing with enquiries, by telephone and from callers and visitors, and to welcome clients in accordance with the core principles of PALS To book patients onto the clinical IT system with accuracy ensuring correct Information Governance Procedures are maintained at all times To highlight patients presenting to the UTC with high risk symptoms or where concern exists to the responsible clinician To inform patients of the UTC process and provide proactive updates as required To maintain an awareness of the wider health care community and health promotion agenda, assisting with enquires and signposting to relevant health/social care/voluntary sector providers where this is indicated/required To use own initiative to deal with and react to messages and enquiries in the absence of Clinical Lead to ensure client satisfaction.

To handle monies and valuables received within the service in line with agreed processes To provide administrative and clerical support to clinical staff within the Centre which may include producing and typing letters and reports for and on behalf of the Urgent Treatment Centre and other CityCare Teams To ensure the timely transfer of clinical notes to patients GPs in line with UTC standards To arrange and book appointments and clinic sessions as required including liaison with Health Professionals and external agencies, in line with relevant service policies and procedures. To attend and provide reception and/or clerical support to external clinics where required To deal with incoming and outgoing mail for Seaton House and to co-ordinate and action mail as appropriate and in line with local protocols. To receive deliveries (stores/medications etc) into the department ensuring these are passed to the relevant person without delay in line with UTC protocols. To create, update and transfer medical notes in accordance with Health Records Standards.

To ensure that manual and electronic records are maintained and up to date, including filing of documents in health records and facilitating the smooth and timely transfer of records in and out of the area as required. To undertake the safe and well tracking procedure at the end of each day, reporting missing staff in accordance with the procedure To be aware of the importance and sensitive nature of information and maintain strict confidentiality in all aspects of work. To ensure any changes within the service are understood and complied with appropriately and are communicated to the relevant parties. To provide mentoring and support to new staff.

To requisition supplies and stationery for the department in line with agreed processes To ensure that the reception and waiting areas are clean, tidy and well maintained at all times, taking appropriate action to rectify any issue as it arises. To be flexible to cover working hours due to staff absences upon request at other centres in order to meet the needs of the service and undertake any other duties that may be reasonably required within competence. To participate in audit as required