Receptionist (Care Navigator)

Job title

Receptionist (Care Navigator) Location

Queen Marys Hospital, Sidcup and Erith Hospital Urgent Treatment Centre and Out of Hours Service Working hours:37.5 hours per week including weekends (across a 7-day service)

Salary

£13.17 per hour Key relationships include but are not limited to: BHNC Senior Management Team UTC Senior Management Key Responsibilities The Receptionist is responsible for supporting the operational effectiveness and smooth running of the Queen Mary and Erith Urgent Treatment Service across a 7-day rota, working closely with the Service Improvement and Delivery Manager and Clinical Team to provide an efficient service to patients. Duties include receiving and processing calls and messages from patients, NHS 111, healthcare professionals, Operational Managers, and external stakeholders, ensuring urgent matters are escalated appropriately to UTC GPs and clinicians. Staff must monitor NHS Pathways and CLEO systems, fast-track cases according to guidelines and National Quality Requirements (NQR), support clinicians with coordination of medical, social and transport services, arrange ambulance transport and translation services, and maintain regular communication with the home visiting team while visits are taking place. The role includes maintaining accurate patient and service records, ensuring all administration is completed and forwarded to the relevant clinics, hospitals, social services or GP practices, updating clinical systems with results, maintaining files for medical report requests, assisting with photocopying, statistics collection, audits and projects, and opening, distributing and posting mail. Receptionists must also assist any patients with additional needs with booking in, replenish and tidy posters and leaflets, discard outdated materials, open and secure Erith UTC premises, and sign in and out at the beginning and end of each shift. Staff are required to follow all operational, management and clinical instructions, policies and procedures, undertake mandatory and role-specific training annually (including streaming and redirection tools for initial triage), maintain a valid SMARTcard, adhere to Information Governance and Data Protection (GDPR) requirements, and ensure strict patient, staff and business confidentiality at all times. Receptionists must work flexibly across locations to meet service needs, support the mobile/standby doctor with appropriate tasks and ensure the doctors bag is fully stocked, charging overseas patients, and seek advice from management before sharing confidential information with third parties if unsure. Receptionists are expected to maintain high standards of professionalism, conduct and courtesy with colleagues, patients and clinicians, work collaboratively with the reception team to share workloads, and undertake additional or redistributed duties as required to maintain the efficient running of the service. Staff must escalate concerns where NQR standards are not being met, comply with safety procedures including calling 999 in the event of a breach of safety, and undertake any other administrative or operational duties consistent with the responsibilities of the role and changing service needs. Personal and Professional Development Participate in an annual individual performance review, including taking responsibility to maintain a record of own personal and/or professional development. Participate in any training programme implemented by the management team. Effectively manage own time, workload and resources. Assess own performance and development and take accountability for own actions, either directly or under supervision. Always maintain confidentiality. Represent the organisation positively and professionally, behaving as an ambassador for BHNC by always displaying the organisations values and levels of expected professionalism. Demonstrate interpersonal skills when dealing with all levels of staff across BHNC / PCNs using persuasion, tact and reassurance where necessary. Handle confidential patient material in a sensitive and discrete fashion in compliance with BHNC policies and procedures. To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations. Liaise with other departments and members of BHNC and other organisations to ensure the smooth running of the role to assist with the functioning of the PCN team. Work within BHNC policies and procedures. To demonstrate reliability and flexibility To show patience and be able to manage challenge situations including de-escalation techniques. General Represent the organisation positively and professionally, behaving as an ambassador for BHNC by always displaying the organisations values and levels of expected professionalism. Demonstrate interpersonal skills when dealing with all levels of staff across the BHNC / PCNs using persuasion, tact and reassurance where necessary. Handle confidential material in a sensitive and discrete fashion in compliance with BHNC policies and procedures. To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations. Liaise with other departments and members of BHNC and other organisations to ensure the smooth running of the role. Checks in and directs patients appropriately, for certain cases that cannot be treated in the UTC.