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JOB DESCRIPTION

DEPARTMENT: Integrated Urgent Care Team

JOB TITLE: Operational Controller / Co-ordinator / Receptionist

BASE: None Site Specific

REPORTS TO: Integrated Urgent Care Supervisor

RESPONSIBLE TO: Senior Operations Officer

CRB DISCLOSURE Standard

REQUIRED: YES x NO

Enhanced

Organisation Chart

Chief Executive

Senior Operations Officer

Operational Manager

Integrated Urgent Care Supervisor

Operational Controller / Receptionists / Co-ordinator

Job Summary

T
he post holder will work as part of a team and be flexible enough to work across all sites and b e responsible for receiving calls and to carry ou t the reception duties at any of ELMS

T reatment Centres for patients that require med ical assistance outside the normal working ho urs of General Practice. This includes interact ing with patients and clinicians in person and on the telephone in a helpful and professional m anner, providing a chaperone service if re quested by the Clinician (where possible).

All calls to be despatched professionally and efficiently using the designated System i.e. EMIS o r Adastra.

The po st holder will also provide administrative support to colleagues and clinicians.

Work i n collaboration with other Health Partners.

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Key Duties and Responsibilities:

• Receive calls directly via the computer link from 111 into the Integrated Urgent Care

Service or directly as a referral from North West Ambulance Service (NWAS).

• Receive calls directly from other Health Professionals/Bodies and despatch them appropriately. i.e. Telemeds, Nursing Homes, End of Life Care Teams, Integrated

Community Teams, Pharmacists.

• Receive calls directly from patients requesting District Nurse visits.

• Despatch the call as Treatment Centre, Doctor Advice, Home Visit, Pharmacy Advice,

HCP Advice, Path Lab or District Nurse professionally and efficiently using the Computer

System.

• Booking patients directly into the Hub / Spoke models and Urgent Treatment Centres

(UTC’s) where appropriate.

• Support and assist colleagues and clinicians with administrative duties.

• Before leaving the department at the end of the shift ensure that any equipment, keys and paperwork has been dealt with / returned / stored correctly according to IG Protocol.

• Act as a first point of Contact in the absence of a Supervisor and mitigate against unplanned events and provide solutions e.g. Sickness.

• Where necessary support and assist the training of new staff members.

• Liaise with the Co-ordinator to utilise available clinical resource to mitigate against undue patient delays.

• Unlock the Surgeries as required for the shift; carry out visual checks on the consulting rooms prior clinicians commencing duty. Any discrepancies found need to be reported to the Supervisor before commencing shift.

• Liaise and Co-ordinate with UCC Nursing staff whilst on duty to facilitate the booking of

UCC patients who have been firstly triaged and assessed as Primary Care into appointment diary slots made available to them as part of the Integrated Urgent Care

Streaming Process .

• Ensure all equipment and medication is checked at the start and end of shift and. A signature must be obtained from the Clinician when commencing & completing the shift to say they are satisfied that all pieces of equipment are available and report discrepancies to the Supervisor

• Ensure that patients are kept informed of waiting times at the point of arrival for their appointment.

• Use the Operating system to book the patients arrival / to contact patients who fail to arrive for their appointment.

• Make the Clinician aware of failed appointments and assist in the completion of these cases as per Operational Policies and Procedures.

• Provide chaperone duties to clinicians and patients if requested in line with chaperone protocol.

• Maintain reception area and consulting rooms, keep all furniture and equipment clean and tidy. Clean any spillages using the Spillage Kits provided along with the PPE which

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are located in reception at St Ives and in Surgery 3 at BGH, (see Doc 1079) following current arrangements.

• Provide a first line response to IT or System failure. Have a full understanding of the

Contingency back-up system to facilitate the smooth transaction from computer based system to a paper based system and vice versa.

• Provide the patients with the Friends and Family leaflets / questionnaire in order to provide feedback on the Integrated Urgent Care Service and retain once complete.

• To deliver a high quality co-ordination service to patients and health care professionals

• Accurately record on a clinical system all relevant data for each contact and direct appropriately

• Where demographics are incomplete all necessary checks e.g. NHS Spine to ensure most up-to date records area available

• Undertake the booking of appointments across a number of services in line with agreed timescales

• Provide a first class reception service, ensuring a professional meet and greet, efficient registration and onward referral to the relevant area/service

• Liaise with the Supervisor and clinical shift lead regarding any operational issues affecting the flow of patients and ensure excessive waiting times do not occur

• Follow the failed encounter procedure for all patients that DNA for a face-to-face assessment

• Coordinate the arrangement of any follow-up care as directed by the Supervisor or clinical shift lead

• Liaise with the multi-disciplinary team to ensure the smooth running of the service

• Liaise with NHS 111 service regarding patients who are out of area, duplicate calls or incomplete information

• Facilitate the transfer of electronic data both externally and internally ensuring that IG rules are followed at all times

• Responsible for undertaking administration duties within the service

• Perform any tasks as requested that are within the boundaries of the role

• Ensure that all ELMS policies and procedures form the basis of all decision making

HEALTH AND SAFETY:

• The post holder will be required to observe local Health and Safety arrangements and take reasonable care of himself/herself and persons that may be affected by his/her work

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COMMUNICATION:

• Answer the telephone promptly in line with Company procedures and communicate accurately and effectively any information to other Health Professionals to ensure the smooth running of the service.

• Interact with patients, colleagues and Clinicians in a helpful and professional manner at all times in accordance with Company procedures.

Equality and Diversity

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with ELMS procedures and policies, and current legislation

• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

• Behaving in a manner which is welcoming individuals, is non-judgmental and respects their circumstances, feelings, priorities and rights

TRAINING AND DEVELOPMENT:

• The Company is committed to the continuous development of its employees and services. Your training needs form an important part of the Company Training Plan and will be discussed with you on induction to the Company and throughout your employment with us.

• In accordance with the National Quality Requirements that all employees will need to be appraised and this Job Description will be used as a basis for individual performance review between the post holder and their line manager.

• You will be expected to complete all ELMS Mandatory Training requirements and completed within the specified time frames, failure to do so could lead to suspension of duties / further disciplinary action.

ORGANISATIONAL RESPONSIBILITIES:

• The organisation aims to maintain the good will and confidence of its own staff, service users and the general public. To assist in achieving the objective it is essential that at all times employees carry out their duties in a courteous and sympathetic manner. The post holder will carry out their duties in accordance with the Equal Opportunities Policy respecting the differing backgrounds of colleagues and patients.

• Work and adhere to Company operational policies and procedures.

• ELMS employees are required to ensure that information about patients is safeguarded to maintain confidentiality and is kept securely in accordance with IG requirements.

• Participate in the Company performance development process.

• Assist the Company in achieving Department of Health standards for patient contacts with the Service.

• Report all Accidents / Incidents in line with agreed guidelines and assist in any investigations / resolutions where appropriate.

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• Fully comply with ELMS Complaints Policy ensuring all informal and formal complaints and incidents are documented and the process is explained to patients

• Maintain patient confidentiality and dignity at all times.

• To take responsibility for the site and to ensure the evacuation procedure is followed and complete, to assist patients and liaise with the Emergency Services and / or key holders.

Other Duties

• Any other duties, as agreed with the line manager to meet the needs of the organisation. This may involve travel to other sites within the organisation

UNIFORM

• Uniforms are issued to all employees and must be worn at all times whilst on Company

Business. They must be kept clean and serviceable.

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PERSON SPECIFICATION

Knowledge Training and Experience Essential Desirable Assessment at but may be

required for the post
Recruitment developed

within the role

Qualifications

√
Educated to GCSE Level C English or Level 2 English skills

√
Numeracy skills GCSE Level C or Level 2 Numeracy skills
Typing / Word Processing RSA II qualification or keyboard skills

√

NVQ Level 2 Customer services √

NVQ Level 2 Business Administration √

First Aid Knowledge √

Basic life support √

Manual Handling √

Experience

Experience in the use of computer systems √
Good general office skills √
Experience of working in a receptionist/office environment as part of a team √
Experience of computer packages √
Knowledge of patient information systems (Adastra / EMIS) √
Confidentiality √

Work Related Knowledge and Skills
√
Good customer/patient service skills √

Positive patient focused attitude √

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Team Player √

Ability to communicate with multidisciplinary team √

Excellent telephone manner √
Ability to use initiative and judgement in resolving queries √
Geographical knowledge of the local area √
Ability to prioritise own workload √
Able to deal tactfully and diplomatically with situations in order to prevent conflict √

Personal Attributes

Willingness to undertake further training or learning √

Flexible and willing to cover absences √

Professional appearance and manner √

Other

Key :

A – Application
I – Interview
P – Presentation
T – Test
O – Other

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Employment Acts and Codes of Practice

All employees are required to comply with employment legislation and codes of good practice.

• Equality and Diversity

We are an Equal Opportunities employer and will do all we can to make sure that job applicants and employees do not receive less favourable treatment because of their age, sex, marital status, faith, race, disability or sexual orientation, or for any other reason that is not justified.

• Health and Safety

In accordance with the Health and Safety at Work Act 1974, and other supplementary legislation, all employees are required to follow Company’s Health and Safety policies and safe working procedures, take reasonable care to avoid injury during the course of their work, and co-operate with the Company and others in meeting statutory requirements.

• Risk Management

Employees are required to report every incident where the health and safety of self or others has been jeopardised (including near misses) and to carry out or participate in investigations into such incidents as required.

• Safeguarding Children and Vulnerable Adults

ELMS is committed to safeguarding and promoting the welfare of children, young people and adults, and expects all staff and volunteers to share this commitment.

All employees are required to access Safeguarding Awareness training and undertake any additional service specific training and supervision as appropriate to their position.

• Data Protection Act

All members of staff are bound by the requirements of the Data Protection Act 1998.

• Rules, Regulations, Policies, Standing Orders and Financial Instructions

All employees are required to comply with the rules, regulations, policies, standing orders and financial instructions of the Company.

• Development Review

Key performance objectives, development needs and compilation of a PersonalDevelopment Plan will be discussed and agreed at Development Review meetings.

• Training

Post holders are required to attend any relevant and mandatory training for the post.

• Outside Employment / Interests

Any other work or outside interests must not conflict with the duties and responsibilities of your attendance for work as an employee of East Lancashire Medical services Ltd. In accordance with legislation on working time, it is a condition of employment that all staff

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must inform their line manager before taking up any private practice, work for outside agencies or other employers, other work for this Company (including bank work) and/or voluntary work. This is to ensure there is no conflict of interest with your duties.

• Review of Job Description

This is not intended to be a comprehensive description of the duties of the post. Due to the Company’s commitment to continuous improvement it is likely that the post will develop over time. These duties will be subject to regular review and any amendments to this job description will be made in consultation and agreement with the post holder.

• Smoke Free

The Company operates a Smoke Free Policy

ACCEPTANCE OF JOB DESCRIPTION

I confirm I accept the duties contained in the above job description.

Name: ............………………………………………………... (PRINT)

Post holder Signature: ………………………………………… Date: ……………………

Line Manager Signature: ………………..………………...……. Date: ……………………

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Job Type: Part-time
Part-time hours: 15 per week

Salary: £11.33-£12.24 per hour

Benefits:

• Company pension
• Cycle to work scheme
• On-site parking

Schedule:

• Every weekend
• Monday to Friday

Ability to commute/relocate:

• Blackburn: reliably commute or plan to relocate before starting work (required)

Experience:

• Accounting: 1 year (preferred)

Work Location: In person

Application deadline: 06/04/2023