Receptionist in Leeds

About Local Care Direct

Local Care Direct is a non‑profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire. We have part‑time positions available for Receptionists at Airdale Hospital.

Role Overview

The Receptionist is responsible for the smooth running of the reception and waiting areas and for dealing directly with patients and liaising with the LCD team, health professionals and external stakeholders. The purpose of this role is to ensure patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner, enhancing their experience of the centre, LCD services and the wider NHS.

Key Responsibilities

• Receive patients and visitors to the centre in a professional and courteous manner.
• Book patients onto SystmOne on arrival and show them to the waiting area.
• Monitor patient flow and take action where there are non‑attendees and cancellations.
• Help patients who may be in an emotional state by providing information and reassurance, and elevate issues to the clinician on duty if appropriate.
• Assist patients who have communication difficulties, including accessing support such as Language Line or facilities for the hard of hearing.
• Actively promote equality for all patients.
• Deal with requests from patients and colleagues over the telephone in a timely and courteous manner.
• Maintain and reorder consumables for the reception and waiting areas.
• Take delivery of drugs and consumables from the base location and ensure appropriate storage in a secure environment.
• Support the collation of Patient Satisfaction feedback and undertake surveys/audits using manual and computerised data.
• Ensure that the reception and waiting area is kept clean and tidy at all times.
• Ensure that consulting rooms are equipped to agreed standards and monitored in line with company policy via the LCD PCC check‑list.
• Complete handover reports and the LCD PCC check‑list each session.
• Contribute and make suggestions for improving service provision.
• Assist other members of the team in any tasks appropriate to your capability.
• Demonstrate duties to new starters.
• Complete LCD PCC check‑lists.
• Support A & E departments where agreements are in place.
• Follow local and organisational policies and procedures within the role.
• Work to standard operating procedures, including the Receptionist Standing Operating Procedure (SOP) and controlled drugs procedures.
• Learn and understand National Quality Requirements specific to the Reception role and work with management to achieve them.
• Adhere to standards set by the Care Quality Commission.
• Act as an ambassador for LCD at all times.
• Work flexibly to provide cover for colleagues when needed.
• Assist in the implementation of new measures deemed necessary by management or executive.
• Follow the Local Care Direct Health & Safety procedures, including COSHH, Workplace Risk Assessment, manual handling and Infection Prevention & Control guidelines.

Health, Safety & Security

• Report accidents, complaints, defects in equipment, near misses and untoward incidents following company procedures.
• Ensure compliance with Health and Safety at Work regulations and company policy.
• Maintain COSHH, Workplace Risk Assessment, manual handling and infection control measures.
• Comply with Infection, Prevention and Control guidelines.

Communications & Relationships

• Implement agreed lines of communication and reporting within the team.
• Promote effective cross‑functional working and support achievement of objectives, standards and protocols of other LCD areas.
• Attend internal and external meetings representing LCD and engage in discussions appropriate to the role and level of the post.

Patient Care

• Ensure the quality of patient care is central to the organisation’s objectives and vision.
• Manage risk and monitor the highest standards of safety and quality in the delivery of healthcare and related services.

Financial Resources

• Maintain financial policies and procedures, adhere to relevant budgets and achieve best value for money.

Confidentiality

• Operate within information governance protocols and maintain business confidentiality at all times.

Training

• Complete the company induction programme, core training for this role, mandatory refresher training and maintain accurate records of training.

Infection Prevention & Control

• Completely comply with the company’s IP&C policies and attend/complete IP&C training. Demonstrate knowledge, skills and behaviour that reflect this commitment.

Safeguarding

• Adhere to safeguarding policies for children and vulnerable adults and respond appropriately to potential neglect or abuse.

Managing Self

• Ensure all driver health and licence checks are complied with.
• Maintain continual professional development and participate in training as appropriate.
• Utilise time‑management, organisational and coordination skills.
• Identify own professional development needs through the Personal Development Review process.

The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.

Qualifications

• Fluent in English language.
• Good knowledge of Microsoft Office.
• Knowledge of safeguarding.
• Conflict resolution strategies.
• Knowledge of SystmOne.
• Experience working in a busy, public‑facing environment.
• Experience with confidential information and record keeping.
• Experience working in partnership to carry out a role.
• Experience working in a 24/7 environment.
• Experience working in an environment where safeguarding is important.
• Experience working in a health‑related environment.
• Ability to attend work regularly out of hours.
• Flexible, willing to work in areas other than the main base and adaptable to change.
• Approachable and positive.
• Ability to work alone and also as part of a team.
• Stays calm under pressure.
• Highly developed communication skills: verbal, written and telephone.
• Understanding of the need for and following systems and processes.
• Good computer skills.
• High levels of accuracy, attention to detail and time‑management skills.
• Problem‑solving ability and ability to deal with challenging situations.
• Knowledge of health and safety principles.
• Recognition and suggestion of areas for service improvement.

We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together. Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a wide range of services for patients across Yorkshire and the Humber including a centralised contact centre, GP out of hours services, urgent treatment centres, walk‑in facilities, a dental assessment and booking service, and other bespoke services for our NHS clients.

Benefits of working for Local Care Direct

• Employee Assistance Programme.
• Comprehensive staff training programme.
• Modern working environment with a positive atmosphere.
• NHS pensions.
• NHS discounts (Blue light card).
• Various hours available in a 24/7 environment.
• Support available 24/7.
• Health & wellbeing group to support staff.
• Supportive and friendly teams.
• Annual awards to recognise staff and their contributions.