Job Description

This post is based on our reception with shifts at St Catherine's Health Centre and Victoria Central in Wallasey . The post holder will be greeting patients, booking appointments and liaising with internal and external agencies



Main purpose of this role is to be based on reception and to greet and book in patients when they come in for an appointment. Answer calls, book appointments and work closely with our clinical team.



Wirral Community Health & Care NHS Foundation Trust provides high quality community health and care services which are responsive to the needs of our local population. Services are delivered by our dedicated and innovative multi disciplinary professionals and supported by equally committed staff behind the scenes. We strive to continue developing and improving our services by working with and listening to our populations, partners, commissioners and staff.



WCHC offers you a great opportunity to be a part of a talented, passionate and committed team delivering excellent community based services across Cheshire and Merseyside.



Accurately record on the clinical IT system personal information provided by patients attending clinic. Arrive patients with a pre booked appointment, checking their details are correct



Act as primary point of contact for patients and other care professionals in a courteous manner both face to face and on the telephone, liaising effectively with these agencies in pursuance of designated tasks



Ensure professional manner in all dealings with the public



Set up reception area with patient registration forms (make photocopies where necessary), clip boards and pens



Give patients a friendly welcome and enter their details onto patient system



Book appointments in a discreet manner maintaining confidentiality with the with the patient



Liaise with the Clinic Flow Nurse especially when the clinic is very busy



Keep the patients informed of waiting times or delays



Follow the pro forma for dispensing condoms to appropriate patients



Open and date stamp any post that has arrived for the service and send on to the appropriate person



Keep the waiting room and reception areas presentable during clinic



To liaise with Senior Admin Assistant at base to ensure that appropriate support services are obtained including stationery, repairs to equipment etc.



Be aware of and follow any procedures around opening and closing of venue clinic



Ensure all relevant paperwork is sent to the appropriate clinic base after each clinic



Keep up to date with all policies relating to safeguarding, infection control etc. and be aware of where to access them on staff intranet



Report or assist in the investigation, following up of accident/untoward incidents and complaints arising that affect either patients or staff according to policy



Prepare administrative details on lab request forms e.g. filing out relevant blood forms with patient details according to clinic protocol



Liaise with the nursing staff in relation to patient triages and subsequent patient registrations. Regular liaison with clinical staff to optimise clinic flow



Agree workload with other clerical staff prioritising activities



Document any referrals from other agencies for further correspondence i.e. Doctors letters



To text/send letter of negative/positive results to patients, in accordance with the results pathway



To send a text to patients informing them of their appointment details as per appropriate service pathway



Take calls related to texts/letters e.g. appointments/clinical enquiries and refer to member of the nursing team with any queries



Report/highlight any faults with the clinical IT systems to appropriate help desk



Providing and receiving routine information, from the public whose first language may not be English, where there are barriers to understanding e.g. book language line/interpreters for patients as required



Dealing sensitively with issues that are of a high confidential nature maintaining patient confidentiality at all times in line with organisational information governance principles (Caldicott)



To take clear and accurate messages and ensure these are handed to appropriate members of staff



Attend departmental and team meetings as appropriate



Attend regular management supervisions and annual appraisals and participate in self-development using individual review



To undertake photocopying, faxing and operating other office equipment as necessary in accordance with H&S guidelines



Ensure adequate supplies of stationary are available and liaise with secretarial staff to reorder when necessary



Able to signpost to patients Advice and Liaison Service (PALS) if required



To attend Mandatory training when required