Bank UTC Administrator & Receptionist

Overview

This is a great opportunity to be part of a diverse team providing an efficient and comprehensive administration and reception service within the Urgent Treatment Centre (UTC).

As a Bank UTC Administrator and Receptionist, you will be a key part of day-to-day administrative tasks within the department.

On each shift you will be an initial point of contact, providing appropriate responses and onward directions to patients in a courteous manner, and ensuring timely, accurate information about patients is entered on the patient administration system in line with Greenwich Health aims and values.

The service is 24/7, 365 days per year, which means a range of shifts will be available.

This role offers genuine opportunities for personal growth and to influence Urgent Care in your area.

Main duties of the job

• Principal duties and responsibilities
• The post holder will be expected to deal with a variety of sensitive and confidential material.
• Provide an efficient and comprehensive administration and reception service.
• Deal with telephone enquiries, take messages accurately, and give information and advice (not medical) to GPs, patients, relatives, and other staff in a manner responsive to customer needs and in accordance with company procedures.
• Provide reassurance to patients, families, and carers.
• Assist in booking in and directing all patients who attend the department.
• Assist the Clinician in Charge in the discharge process of patients.
• Input and update data on the computer system, ensuring accurate tracking steps are logged for each patient on screen across the department.
• Arrange the most appropriate transport for discharge/transfer and follow-up clinics.
• Undertake any clerical duties as deemed necessary.
• Refer site management issues and complaint callers to the appropriate department.
• Be aware of Health and Safety and Infection Control regulations within the department.
• Maintain the knowledge and skills necessary to perform your role effectively and ensure evidence of competence is provided to line manager.

About us

Greenwich Health is the GP Federation for the Greenwich Borough with a not-for-profit ethos.

We reinvest surplus into staff development, our organisation, and supporting GP Practices to be sustainable for the future.

We are committed to quality of care and building resilience for General Practice, delivering care at scale to the Greenwich population.

This role is part of an exciting opportunity to work with leading specialists in creating an innovative new Urgent Treatment Centre.

Why work for Greenwich Health?

• We are a local organisation owned by our local GP Practices and are invested in Greenwich and our patients and partners.
• Partnership opportunities in the local healthcare environment with hospitals, trusts, and GP practices.
• Support from the local VTS and development pathways with Greenwich University.
• Ongoing support and mentorship.
• A UTC model aimed at creating a supportive working environment.
• A culture of openness and togetherness with high staff retention.
• Job responsibilities
• Job Summary

This is the opportunity to be part of a diverse team providing an efficient and comprehensive administration and reception service.

As a Bank UTC Administrator and Receptionist, you will be a key person in day-to-day administrative tasks within the department, ensuring UTC functions smoothly.

On each shift you will be an initial point of contact within the department, providing courteous responses and directions to patients, and ensuring timely and accurate information is entered on the patient administration system in line with Greenwich Health aims and values.

The service is 24/7, 365 days per year, with a range of shifts available.

• Principal duties and responsibilities
• The post holder will be expected to deal with a variety of sensitive and confidential material.
• Provide an efficient and comprehensive administration and reception service.
• Deal with telephone enquiries, take messages accurately, and give information and advice (not medical) to GPs, patients, relatives, and other staff involved with the patient in a manner responsive to customer needs and in accordance with company procedures.
• Provide reassurance to patients, families, and carers.
• Assist in booking in and directing all patients who attend the department.
• Assist the Clinician in Charge in the discharge process of patients.
• Input and update data on the computer system, ensuring accurate tracking steps are logged for each patient on screen across the Department.
• Arrange the most appropriate transport for discharge/transfer and follow up clinics.
• Undertake any clerical duties as deemed necessary.
• Refer site management issues and complaint callers to the appropriate department.
• Be aware of Health and Safety and Infection Control regulations within the department.
• Maintain the knowledge and skills necessary to perform your role effectively and ensure evidence of competence is provided to line manager.
• Recognise own limitations and seek advice when appropriate.
• Communication and Relationship Skills
• Demonstrate excellent communication skills when working with internal teams and external partners, including practices, hospital trusts, and patients.
• Identify barriers to understanding and employ appropriate methods to ensure effective communication.
• Provide emotional support to patients and carers.
• Be aware of procedures to follow if concerned about child protection.
• Build relationships with key individuals within practices and the local healthcare system.
• Planning and Organisational Skills
• Plan, organise and prioritise own daily workload.
• Recognise, prevent, and diffuse potential areas of conflict; take a key role in managing outcomes where required.
• Exercise good personal time management, punctuality, and reliable attendance.
• Establish effective communication with patients, carers, and relatives.
• Ensure safety of patients and promote a safety culture through risk management.
• Support coordination of patients at the Emergency/Urgent Care department front door, including assisting with the digital streaming tool.
• Assist in booking in and directing all patients who attend the department at reception and at digital check-in tablets.

Responsibilities for Policy and Service Development

• Act as an ambassador and role model for Greenwich Health.

Responsibilities for HR

• Act in accordance with professional code of conduct and Health Care Standards.
• Adhere to Company Policy & Procedure.
• Attend all mandatory training relevant for the post.

Responsibilities for Information Resources

• Maintain confidential and comprehensive patient records.
• Participate in collection of patient satisfaction surveys for the service as required.

Person Specification

• Knowledge, Skills & Experience
• Good verbal and written communication skills
• Ability to remain focused on task in hand
• Understanding of role
• Understanding of NHS
• Understanding of Data Protection
• Demonstrate ability to work within the needs of a changing service

Qualifications

• GCSE or equivalent in English and Maths
• Basic computer skills including Windows packages
• Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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