We are looking for a motivated and flexible medical receptionist to join our busy, friendly practice. You will need excellent customer service and communication skills. Flexibility with regards to working hours will be essential for this post. A background in primary care or NHS administration is desirable though not essential as training is available. The ability to remain calm and work under pressure, along with experience of working with the public in a customer service environment is essential.
Hours of work: 20 hours per week.
Main duties of the job
You will be responsible for all reception duties, face to face and telephone care for patients, staff, and visitors, and some administration duties.
About us
Springfields Medical Centre is a large and established busy town GP training practice based in Warrington town centre. We provide primary care services for approximately 8000 patients.
Our team consists of GPs, an Advanced Nurse Practitioner, Practice Nurses, and HCAs, all supported by our experienced admin staff.
Job responsibilities
The purpose of the role is to:
1. Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
2. Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
3. Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team.
4. Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies.
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the Office Manager/Practice Manager dependent on current and evolving practice workload and staffing levels:
1. Maintaining and monitoring the practice appointments system.
2. Processing personal and telephone requests for appointments, visits, and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
3. Switchboard and Reception Duties.
4. Processing and distributing incoming (and outgoing) mail.
5. Taking messages and passing on information.
6. Filing and retrieving paperwork.
7. Processing repeats prescriptions in accordance with practice guidelines.
8. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
9. Initiating contact with and responding to requests from patients, other team members, and associated healthcare agencies and providers.
10. Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, and scanning.
11. Keeping the reception area, noticeboards, and leaflet dispensers tidy and free from obstructions and clutter.
12. Any other relevant duties e.g., typing, scanning etc.
Confidentiality
While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers. They may also have access to information relating to the practice as a business organization. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers, or the business of the practice may only be divulged to authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the practice Health & Safety Policy, to include:
1. Using personal security systems within the workplace according to practice guidelines.
2. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
3. Making effective use of training to update knowledge and skills.
4. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Equality and Diversity
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include:
1. Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
2. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
3. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
1. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
2. Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
1. Alert other team members to issues of quality and risk.
2. Assess own performance and take accountability for own actions, either directly or under supervision.
3. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
4. Work effectively with individuals in other agencies to meet patients' needs.
5. Effectively manage own time, workload, and resources.
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
1. Communicate effectively with other team members.
2. Communicate effectively with patients and carers.
3. Recognize people's needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will:
1. Apply practice policies, standards, and guidance.
2. Discuss with other members of the team how the policies, standards, and guidelines will affect own work.
3. Participate in audit where appropriate.
Person Specification
Experience
* Able to work under pressure and handle conflicting demands efficiently in a professional manner.
* Ability to cope with interruptions.
* Self-motivated.
* Able to work on own initiative and as part of a team.
* Be flexible and adaptable to meet the changing needs of the service.
* Experience of working within an administration environment.
* Experience in using own initiative.
* Experience of managing own workload.
* Experience of data inputting.
* Experience of working within a General Practice/Hospital environment.
* Experience of using TPP SystmOne.
Qualifications
* GCSE Grade C standard or equivalent including English Language Level 2 in a Business Administration related subject e.g. NVQ.
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.
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