Receptionist / Contact Centre Agent (Dual Role)

Local Care Direct; Pontefract; On-site; GBP 10,000 - 40,000

Job description

Receptionist / Contact Centre Agent (Dual Role)

The closing date is 03 April 2025

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Job summary

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 an exciting opportunity at Pontefract Urgent Treatment Centre for Receptionists / Contact Centre Agents (Dual role) to join our team working overnights. This role is to support the Pontefract reception area making sure there is always a Receptionist available to greet patients and book them into appointments. When the reception area is fully staffed they will work as a Contact Centre Agent supporting the safe and efficient flow of patients within Contact Centre operations.

Hourly Rate: £11.94 for working in hours & £12.94 for working OOHS (In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday). From the 1st April 2025 the hourly rate will be: £12.71 for working in hours & £13.71 for working OOHS.

Main Base: Local Care Direct, Pontefract Urgent Treatment Centre, Friarwood Lane, Pontefract, WF8 1PL. The main base for this role is Pontefract Urgent Treatment Centre but for one shift per month the successful applicant will work at the Bradley Contact Centre (Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ).

Available Shifts:

• Monday weekly 22:00-03:00
• Tuesday weekly 22:00-03:00
• Wednesday weekly 22:00-03:00
• Thursday weekly 22:00-03:00
• Friday weekly 22:00-03:00
• Saturday weekly 22:00-03:00
• Sunday weekly 22:00-03:00

Main duties of the job

This is a dual role with the primary role as Receptionist supporting Pontefract Urgent Treatment Centre. In the event of absence, they will step in as the primary Receptionist for the site. The Receptionist ensures patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS. To achieve this, Receptionists are responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders.

The secondary role as Contact Centre Agent will be the default role when the reception area is fully staffed. When working as the Contact Centre Agent you will support the safe and effective flow of patients within the Contact Centre Operations. As a Contact Centre Agent there will be the requirement to be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations. This will contribute to the delivery of a quality service and the maintenance of quality standards within the Contact Centre.

About us

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.

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 focused on raising money to support a local charity

Job description

Job Title: Receptionist / Contact Centre Agent (Dual Role)
Team: Contact Centre / WYUC
Base Location: Pontefract Urgent Treatment Centre
Secondary Location: Bradley Contact Centre (for a minimum of 1 shift per month in order for skill retention and training)
Primary Line Manager: Area Manager
Hours of Work: As per contract (These services are open 365 days a year including bank holidays)
Staff Group: Drivers & Receptionists
DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce

Job Purpose:

This is a dual role with the primary role as Receptionist supporting Pontefract Urgent Treatment Centre. In the event of absence, they will step in as the primary Receptionist for the site. The Receptionist ensures patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS. To achieve this, Receptionists are responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders.

The secondary role as Contact Centre Agent will be the default role when the reception area is fully staffed. When working as the Contact Centre Agent you will support the safe and effective flow of patients within the Contact Centre Operations. As a Contact Centre Agent there will be the requirement to be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations. This will contribute to the delivery of a quality service and the maintenance of quality standards within the Contact Centre.

Key Principles:

When Working in the Capacity of a Receptionist:

1. Receive patients and visitors to the centre in a professional and courteous manner.
2. Book patients onto SystmOne on arrival and show them to the waiting area.
3. Monitor patient flow and take action where there are non-attendees and cancellations.
4. Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate.
5. Assist patients who have communication difficulties whilst at the centre and access support when identified such as Language Line or facilities for the hard of hearing.
6. Actively promote equality for all patients.
7. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner.
8. Maintain and re-order consumables for the reception and waiting areas.
9. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment.
10. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerized data.
11. Ensure that the Reception and Waiting area is kept clean and tidy at all times.
12. Ensure that consulting rooms are equipped to agreed standards at all times and this is monitored in line with company policy via the LCD PCC checklist, paying due adherence to Infection Prevention and Control guidelines.
13. Complete Handover report and LCD PCC checklist each session.
14. Contribute and make suggestions for improving service provision.
15. Assist other members of the team in any tasks believed to be appropriate to your capability.
16. Demonstrate duties to new starters.
17. Complete LCD PCC checklists.
18. Support A & E Departments where agreements are in place.
19. Follow local and organisational policies and procedures within role.
20. Work to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held).
21. Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them.
22. Knowledge of and adherence to standards as laid down by the Care Quality Commission.
23. Act as ambassador for LCD at all times.
24. Work flexibly to provide cover for colleagues when needed.
25. Assist in the implementation of any new measures deemed necessary by the Management or Executive.

When Working in the Capacity of a Contact Centre Agent:

1. Make and receive telephone calls in a polite and professional manner in keeping with the image of Local Care Direct.
2. Deal with the callers query, to include transferring to another department or manager if necessary.
3. Comfort call patients to support safe management of queues.
4. Ensure that policies and protocols are carried out as set down by LCD.
5. Liaise with and book patients into Local Care Direct’s Primary Care and OOH Centres via system one, using appointment diaries across West Yorkshire.
6. Any other administration/computer work relevant to the operational running of the Service.
7. Be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service.
8. Maintain confidentiality of information given.
9. Be flexible in working arrangements in order to meet the needs of the service.
10. Be flexible to changes in service needs and undertake additional training as and when necessary.

HEALTH, SAFETY & SECURITY

• Report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures.
• Ensure compliance with Health and Safety at Work regulations.
• Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment, manual handling and Control of Infection.
• Ensure compliance with Infection, Prevention and Control guidelines.

COMMUNICATIONS & RELATIONSHIPS

• Ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
• Promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.
• Attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.

PATIENT CARE

• Ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
• Ensure the management and monitoring of the highest standards of safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.

FINANCIAL RESOURCES

Ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.

CONFIDENTIALITY

Operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.

TRAINING

Complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.

INFECTION PREVENTION AND CONTROL

Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

SAFEGUARDING

Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

MANAGING SELF

• Ensure that relevant professional practice is evidence based and current.
• Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
• Ensure that mandatory training is up to date and participate in training as appropriate.
• Effectively utilise time management, organisational, co-ordination and if required - management skills.
• Identify own professional development needs through the Personal Development Review process (PDR).

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.

Person Specification

Qualifications

Desirable

• NVQ Level 2 in Office Administration.
• Level 2 English & Maths (GCSE Grade C or equivalent).

Experience

Essential

• Experience of working in a busy, public-facing environment.
• Experience of working in a busy, telephone based environment.
• Experience of dealing with confidential information and record keeping.
• Experience of working in partnership to carry out a role.

Desirable

• Working in a 24/7 environment.
• Working in an environment where safeguarding is important.
• Working in a health related environment.

Knowledge

Essential

• Fluent in English language.
• Good knowledge of Microsoft Office.

Desirable

• Safeguarding.
• Conflict resolution strategies.
• Knowledge of SystmOne.
• Local Care Direct Services.

Skills

Essential

• Highly developed communication skills verbal, written and telephone.
• Ability to understand the need for, and to follow, systems and processes.
• Good computer skills.
• High levels of accuracy, attention to detail and time management skills.
• Ability to problem solve and deal with challenging situations.

Desirable

• Health and safety principles.
• Recognise and suggest areas for service improvement.

Personal Attributes

Essential

• Ability to attend work regularly out of hours.
• Flexible, willing to work in areas other than main base and adaptable to change.
• Approachable & positive.
• Ability to work alone and also as part of a team.

Desirable

• Stays calm under pressure.