Patient Services Receptionist

The Patient Services Receptionist will play a crucial role within the multi-professional team at the Urgent Treatment Centre (UTC), providing a professional and efficient call handling and reception service. The post holder will be responsible for capturing patient information using the ADASTRA system and coordinating its onward transmission to clinical staff. In addition to reception duties, the role will involve administrative support and liaising with senior management.

Main duties of the job

Reception Duties:

• Provide a welcoming and professional reception service for patients attending the UTC.
• Ensure patients are checked in and relevant information is captured accurately using the ADASTRA system for onward transmission to the clinical team.
• Have a good understanding of NerveCentre.
• Manage patient flow in the waiting area, ensuring a calm and organised environment.
• Oversee patients in waiting areas and escalate any concerns.
• Maintain standards in patient facing areas.
• Answer incoming calls promptly and professionally, dealing with inquiries or directing them to the appropriate clinician or department.
• Handle urgent calls efficiently, ensuring patient queries and concerns are addressed or escalated as needed.

Administrative Support:

• Assist with day-to-day administrative tasks, including scheduling, filing, and maintaining patient records.
• Liaise with senior management to provide support with administrative tasks and assist in the smooth operation of the UTC.

Maintain confidentiality and data security in line with organisational policies and GDPR regulations.

• Work as part of a multi-skilled team including medical, nursing, and support staff to deliver accessible healthcare services.
• Participate in team meetings, contributing to the continuous improvement of patient services.

About us

NEMSCBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients. Responsive, adaptable and continually evolving, we have a reputation for delivering locally-tailored, safe, effective and cost-efficient services with high levels of patient satisfaction.

We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners and Advanced Clinical Practitioners.

NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC; (3) A 24-hour walk-in urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.

NEMS is committed to the NHS Values (as set out in the NHS Constitution March 2015).

NEMSCBS is a registered society under the Co-operative and Community Benefit Societies Act 2014.

Job responsibilities

About the NEMS Urgent Treatment Centre at QMC

NEMS proudly operates the Urgent Treatment Centre (UTC) co-located at Queens Medical Centre (QMC) in Nottingham. Our UTC plays a vital role in reducing pressure on the Emergency Department (ED), improving patient flow, minimizing wait times, and enhancing patient outcomes. Patients are quickly and efficiently streamed from the ED to NEMS UTC, where they receive urgent primary care. The UTC service is undergoing some exciting developments to include more patient cohorts and further reduce demand on ED and provide a better service to patients. Our UTC team is a dynamic, highly experienced, and dedicated multidisciplinary group committed to providing the best care possible. This role offers an incredible opportunity to join a supportive team, working collaboratively with both primary and secondary care professionals to make a real difference in patient care.

Core Benefits for the NEMS Workforce

25 days of holiday entitlement + bank holidays (pro rata).

Regular clinical supervision.

Flexible working options.

Employee Assistance Programme.

Opportunity to participate in service development and improvement.

Free Refreshment.

Eye Care Vouchers.

Person Specification

Experience

• Experience of working within a healthcare environment.

Qualifications

• Strong communication and interpersonal skills, with a focus on customer service.
• Proficient in the use of computer systems (experience with ADASTRA or similar systems is preferred).
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Previous experience in a healthcare setting is desirable, but not essential.
• Organisational and time management skills with the ability to prioritise tasks effectively.

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.