Full job description JOB DESCRIPTION & PERSON SPECIFICATION General Information JOB TITLE: Medical Receptionist GRADE: as agreed HOURS: 37.5 hours per week DEPARTMENT: Reception ABOUT Fenham Hall Medical Group- (GP Surgery, 5 partners and 10,500 service-users/patients). You must have experience in a customer care environment, ideally medical and have energy, enthusiasm and be self-motivated with excellent communication skills. Our vision We aim to provide the best possible care for our patients in a safe and welcoming environment, our doctors and staff are approachable, respectful and patients centred. Here at Fenham Hall Medical Group all our employees approach their work with enthusiasm, where our patients are our priority! Main Duties: Maintaining a positive and consistent can-do attitude, treating everyone with dignity and respect Directing enquiries to the appropriate people and understanding the callers' expectations through effective questioning Handling difficult situations in a calm and professional manner Processing mail/email/eConsult Team player in multiskilling programme and all rotas Scanning, filing letters and records. Flexibility in covering for sickness and holidays. following protocols Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise people's needs for alternative methods of communication and respond accordingly. Keep accurate records. Aware of practice policies and keep self-updated with change. Responsible to carrying out duties directed by clinicians or management. Keeping up to speed with changes implemented within the practice. Attend relevant meetings. Responsible for keeping training evaluation up to date. Responsible for closing premises securely when required. Produce your own annual personal development plan. Responsibility toward Health and Safety at Work Act Following Infection Control Procedures General Input and extract information from Practice computer system (EMIS web). Observe Health & Safety Guidelines at all times. Any other reasonable duties as necessary. JOB SPECIFICATION Communication Support and communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating to enable us to be accessible to all. Anticipate barriers to communication and take action to improve communication. Communicate effectively with team members and act as an advocate when representing the patients and colleagues viewpoints to others Delivering a quality service Prioritise, organise and manage own workload in a manner that maintains and promotes quality. Assess own performance through self and peer review, benchmarking, and formal evaluation (e.g., appraisals). Participate in the maintenance of quality governance systems and processes across the organisation. Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required. Support and participate in shared learning across the practice and wider organisation. Participate in the management, review, and identify learning from patient complaints, incidents and near-miss events utilising a structured framework (e.g., root-cause analysis) Team working Understand own role and scope in the organisation and identify how this may develop over time. Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working in team activities that create opportunities to improve patient care. Management of risk Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients. Monitor work areas and practices to ensure they are safe and free from hazards and conform to health (including infection control), safety and security legislation, and practice policies, procedures and guidelines. Undertake mandatory and statutory training. Utilising information Use technology as an aid to management in planning, implementation, and monitoring, presenting, and communicating information Understand own and others responsibility to the individual organisation regarding the Freedom of Information Act Learning and development Disseminate learning and information gained to other team members to share good practice and inform others about current and future developments. Assess own learning needs and undertake learning as appropriate. Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness and feeding back relevant information. Equality and diversity Identify patterns of discrimination, take action to overcome this, and promote diversity and quality of opportunity. Enable others to promote equality and diversity in a non-discriminatory culture. Support people who need assistance in exercising their rights Act as a role model in good practice relating to equality and diversity. Accept the rights of individuals to choose their care providers, participate in care and refuse care. Assist patients from marginalised groups to access quality care. This job description is not to be taken as an exhaustive list of duties and it may be reviewed in the light of changed service needs and development. Any changes will be fully discussed with the post holder. The post holder will be required to carry out the duties appropriate to the grade and scope of the post and must demonstrate flexibility. Job Type: Full time Salary: Depending on experience. Benefits: NHS Pension On-site parking Sick pay