Job summary
You will be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required utilising appropriate data entry templates.
You will act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
Main duties of the job
Thefollowing are the core responsibilities of the Receptionist. There may be, on occasion, a requirement tocarry out other tasks. This will be dependent upon factors such as workload andstaffing levels:
a.Maintainand monitor the practice triage and appointment system
b.Processpersonal, telephone and e-requests for appointments
c.Answerincoming phone calls, transferring calls or dealing with the callers requestappropriately, recording the contact in the patient record
d.Signpostpatients to the correct service where appropriate
e.Initiatingcontact with and responding to, requests from patients, team members andexternal agencies
f.Clinicallycode data on EMIS.
g.Photocopydocumentation as required
h.Ensurenew and temporary registrations and relevant patient information is passed tothe registrations administrator as required
i.Inputdata into patients healthcare records as necessary
j.Directrequests for information,, SAR, insurance/solicitors letters and DVLAforms to the administrative team
k.Manageall queries as necessary in an efficient manner
l.Carryout system searches as requested
m.Maintaina clean, tidy, effective working area at all times
n.Monitorand maintain the reception area and notice boards
o.Supportall clinical staff with general tasks as requested
About us
We are looking to add a highly motivated, patient focused, hard working receptionist (Care Navigator) to join our "Modern General Practice" team.
Having recently moved to the "Modern General Practice" appointment model you will be required to assist patients to navigate the new system, which involves an online request form and the duty GP allocating appointments according to medical needs.
No more 8am rush and no more having to tell patients that we have no appointments left early each day.
We are a medium size family practice with around 6500 patients in the Clayton-le-Moors area. We work well as a team and are passionate about enhancing care and services for our patients from the beginning to the end of life.
We are also a training practice and offer opportunities for future generations of Doctors, GP's and Nurses.
Job description
Job responsibilities
Generic responsibilities
All staff at Clayton Medical Centre have a duty to conform to the following:
Equality, Diversity and Inclusion
A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons it improves operational effectiveness; it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.
All personnel are to comply with the:
Health and Safety at Work Act 1974,
Environmental Protection Act 1990,
Environment Act 1995,
Fire Precautions (workplace) Regulations 1999
Coronavirus Act 2020
Other statutory legislation which may be brought to the post holders attention.
Confidentiality
The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Quality and Continuous Improvement (QCI)
To preserve and improve the quality of this organisations outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.
Clayton Medical Centre continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction
At Clayton Medical Centre, you will be required to complete the induction programme and the practice management team will support you throughout the process.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed by the management team. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate
The post holder will, where appropriate and requested to do so by a line manager, undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (, courses and conferences).
The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.
Collaborative working
All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
All staff, if directed to do so should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.
Plans and outcomes by which to measure success should be agreed.
Managing information
All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.
Service delivery
Staff will be given detailed information during the induction process regarding policy and procedure.
The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.
Professional conduct
All staff are required to dress appropriately for their role.
Leave
All personnel are entitled to take leave and are encourage to spread this throughout the year. Leave cannot be carried over.
Primary key responsibilities
The following are the core responsibilities of the Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
a.Maintain and monitor the practice appointment system
b.Process personal, telephone and e-requests for appointments
incoming phone calls, transferring calls or dealing with the callers request appropriately, recording the contact in the patient record
d.Signpost patients to the correct service
e.Initiating contact with and responding to, requests from patients, team members and external agencies
f.Clinically code data on EMIS.
g.Photocopy documentation as required
new and temporary registrations and relevant patient information is passed to the registrations administrator as required
data into patients healthcare records as necessary
requests for information,, SAR, insurance/solicitors letters and DVLA forms to the administrative team
all queries as necessary in an efficient manner
out system searches as requested
m.Maintain a clean, tidy, effective working area at all times
n.Monitor and maintain the reception area and notice boards
o.Support all clinical staff with general tasks as requested
Secondary responsibilities
In addition to the primary responsibilities, the Receptionist may be requested to:
a.Partake in audit as directed by the management team
b.Support administrative staff, providing cover during staff absences
incoming and outgoing emails and correspondence as necessary
patient related documentation and attach scanned documents to patients healthcare records
e.Complete opening and closing procedures in accordance with the duty rota
required support the Prescription Administrator in the management of repeat prescriptions, ensuring they are handed over for processing accurately and efficiently
g.Participate in the receptionist rota to maintain appropriate cover
h.Support the Reception Supervisor in producing and maintaining the duty rota
i.Support the practice manager with all Patient Participation Group related matters
j.Support the health promotion lead and display promotional material on the allocated noticed boards and in the waiting room
Person Specification
Qualifications
Essential
1. Educated to GCSE level or equivalent
Desirable
2. GCSE Maths and English (Grade C or above - or equivalent)
3. AMSPAR Receptionist Qualification
4. NVQ Level 2 in Health and Social Care
Experience
Essential
5. Working with the General Public
6. Administrative Duties
Desirable
7. Working in a Health Care Setting
Other
Essential
8. Flexible to work any time Monday to Friday between 8am and
9. DBS check essential for this role
Skills
Essential
10. Excellent communication skills (written and oral)
11. Strong IT skills
12. Clear, polite telephone manner
13. Competent in the use of Office and Outlook
14. Effective time management (planning and organising)
15. Ability to work as a team member and autonomously
16. Good interpersonal skills
17. Problem solving and analytical skills
18. Ability to follow policy and procedure
Desirable
19. EMIS user skills
Personal Qualities
Essential
20. Polite and confident
21. Flexible and cooperative
22. Motivated
23. Forward thinker
24. High levels of integrity and loyalty
25. Sensitive and empathetic in distressing situations
26. Ability to work under pressure