UTC Administrator & Receptionist

This is the perfect opportunity to be part of a diverse team providing an efficient and comprehensive administration and reception service. As a UTC Administrator and Receptionist, you will be considered a key person in day‑to‑day administrative tasks within the department; without you the UTC would not function efficiently. There are two openings on the reception team, one full time and one part time. On each shift you will be an initial point of contact within the department, providing appropriate responses and onward direction to all patients in a courteous manner. You will provide an informed and quality service in line with Greenwich Health’s declared aims and values. Prioritising workload in the face of changing demands and attendees in the department ensures that good customer service is given in often challenging and distressing situations. You will ensure that timely and accurate information about patients is entered and recorded as appropriate on the patient administration system, ensuring that the part you play enables the department to be run smoothly and harmoniously. This is a genuine opportunity to be part of something new and exciting in South‑East London, with a real opportunity for personal growth and to influence Urgent Care in your area. We are looking for Bank Administrators & Receptionists. The service is 24/7, 365 days per year which means a range of shifts will be available.

Main duties of the job:

• The post holder will be expected to deal with a variety of sensitive and confidential material.
• To 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.
• To 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.
• To arrange the most appropriate transport for discharge / transfer and follow up clinics.
• To undertake any clerical duties as deemed necessary.
• To refer site management issues and complaint callers onto the appropriate department.
• To 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 the internal team as well as external partners, particularly our practices, the hospital trust and most importantly, our patients.
• Be able to identify and take into consideration barriers to understanding and employ appropriate methods to ensure effective communication.
• Provide emotional support to patients and carers.
• Be aware of the procedures to follow if concerned regarding the protection of children.
• Hold good relationship building skills to develop strong 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 and where required take a key role in the management of the outcome.
• To exercise good personal time management, punctuality and consistent reliable attendance.
• Establish effective communication with patients and carers / relatives.
• Ensure that appropriate action is taken to protect vulnerable patients and that they can access/receive the appropriate care.
• Promote people equality, diversity and rights.
• The post holder is responsible for always ensuring the safety of patients and promoting a safety culture through the effective management of risk.
• Support the coordination of patients at the Emergency/Urgent Care department front door, including helping patients to use our digital streaming tool.
• Assist in booking in and directing all patients who attend the department both at the reception desk as well as at the digital check‑in tablets.

Responsibilities for Policy and Service Development:

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

Responsibilities for HR:

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

Responsibility for Information Resources:

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

About us:

Greenwich Health is the GP Federation for the Greenwich Borough and has a not‑for‑profit ethos. This means we reinvest all our surplus into developing our staff, our organisation and to support our GP Practices in being sustainable for the future. We are committed to providing quality of care to our patients whilst building resilience for General Practice and providing services and programmes of work to deliver care at scale to the Greenwich population. This role will be part of an exciting opportunity to work with leading specialists in the creation of an innovative new Urgent Treatment Centre.

Why work for Greenwich Health?

We are a local organisation owned by our local GP Practices. We care what happens in Greenwich and want to make a difference to our patients and our partners. Through our partnerships in our local healthcare environment, we can develop shared posts for example, with the hospital trust and our GP practices. We are linked to the local VTS and have support from Greenwich University to develop specific learning and development pathways. You will have ongoing support and mentorship. We have developed a UTC model which aims to develop a stress‑free and supportive working environment. We have developed a working culture which harnesses openness and togetherness which has resulted in high staff retention rates.

Person Specification:

• 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.