As a Senior Medical Receptionist, you will play a vital role in the day-to-day operation of our practice, offering administrative support to ensure the smooth delivery of healthcare services to our diverse patient population. You will be the first point of contact for patients, delivering excellent customer service, managing appointments, and ensuring patient confidentiality in line with GDPR and practice policies. You will also supervise, train and mentor reception staff, ensuring high standards of performance and professionalism at all times.
Main duties of the job
1. Provide leadership and guidance to junior receptionists, overseeing daily tasks, and ensuring effective teamwork.
2. Serve as a point of contact for patients, helping to resolve any concerns and ensuring that all patients feel heard and respected.
3. Maintain a high level of professionalism in all interactions, ensuring adherence to the practices protocols and legal standards, including safeguarding and equality.
4. Contribute to the maintenance of patient confidentiality at all times, inside and outside the Practice.
5. Manage safeguarding concerns appropriate to your role and level of training.
6. Oversee the day-to-day running of the Reception/Admin function in order to provide a first-class service to patients and visitors.
7. Manage any difficult situations that may arise in addition to supporting staff that may require help or advice.
8. Manage reception staff rotas and arrange staff cover, looking at any gaps in the rotas to cover the reception team and arrange appropriate cover.
9. Involvement in hiring of reception staff in conjunction with the practice manager.
10. Ensure the smooth running of the reception area and review regularly the progress of the clinics.
11. Demonstrate sensitivity to the challenges faced by patients from marginalized or vulnerable backgrounds, ensuring an inclusive approach to all interactions and services.
About us
We are Bevan. We are a social enterprise dedicated to serving the most vulnerable and marginalized communities. Our mission is to provide inclusive, compassionate healthcare to individuals facing significant social exclusion, including people experiencing homelessness, refugees and asylum seekers, commercial sex workers, and Gypsy, Roma, and Traveller communities. Many of our patients are navigating complex needs and histories of trauma, and our approach is centered on empathy, respect, and tailored care.
Our strength lies in our multi-disciplinary teams that work together seamlessly, ensuring that every patient receives holistic, individualized support. We take a "no wrong door" approach, collaborating with patients to find the best solutions for their unique situations.
Our GP practices in Bradford and Leeds are the heart of our service delivery, but equally vital are the additional services we provide. These include our street health teams, mobile migrant health units, hospital in-reach teams, and dedicated wellbeing support, including a specialized team for children and young people. We are continually evolving to expand our services and improve outcomes for the communities we serve.
If you would like to learn more about our award-winning work, please visit our website: About Bevan - Bevan Healthcare.
Job responsibilities
1. Provide leadership and guidance to junior receptionists, overseeing daily tasks, and ensuring effective teamwork.
2. General office administration duties, including typing, photocopying, and faxing, as well as any other tasks that may be assigned and are relevant to the role.
3. Manage unassigned clinical and non-clinical tasks, with weekly monitoring to ensure all tasks are addressed and actioned promptly and efficiently.
4. Manage the appointment system, including adding all clinical and non-clinical rotas to SystmOne, updated monthly or whenever there is a change.
5. Responsible for managing medical records, ensuring all records are accurately maintained, including inputting clinical data and scanning documents into the clinical system.
6. Manage repeat prescribing, ensuring that all staff are trained and competent in handling repeat prescriptions.
7. Serve as a point of reference for internal telephone inquiries, taking appropriate action or redirecting them as needed.
8. Generate reports and letters in line with service guidelines, ensuring accuracy and compliance with established protocols.
9. Issue repeat prescriptions and address any prescription-related queries promptly and efficiently.
10. Perform general administrative and clerical tasks as required.
11. Maintain effective and efficient office systems and procedures, ensuring adequate supplies of forms, leaflets, and stationery are always available.
12. Manage diaries effectively as required by management, ensuring scheduling is organized and efficient.
13. Process incoming and outgoing mail, taking appropriate action as required.
14. Maintain an efficient filing and records system, including management of medical secretarial services.
15. Collate data and prepare reports or returns as required by management.
16. Receive and manage all SAS new patient notifications, collating required information about patients enrolled in the scheme.
17. Responsible for patient registrations and deductions, including managing EDI links.
18. Assist in the management of user ID security levels, Smartcards, and passwords.
19. Support Reception staff in their key duties by working closely with the Reception/Admin team.
20. Cover reception as required to manage sickness, annual leave, and lunches.
21. Deal with more complex inquiries from patients in the absence of the Practice Manager.
22. Ensure the smooth running of all clinical sessions.
23. Assist the practice manager in patient complaints and following procedures including significant events.
24. Collect ideas and put forward suggestions for improvement.
25. Collect and collate data for reports and audits.
26. Maintain the safety and security of patients, staff, and visitors within reception waiting areas.
27. Maintain the tidiness and safety of consulting rooms after use.
28. Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures.
29. Provide cover for colleagues on a rota basis for periods of annual leave, sickness or other leave.
30. Undertake relevant training and development opportunities to meet the changing needs of the role.
31. Attend staff meetings and Practice learning times as necessary.
32. Open or secure the building as required and ensure all security procedures are completed.
33. Undertake other duties and responsibilities commensurate with the grade of the position.
Person Specification
* Able to maintain strict confidentiality in all aspects of work.
* Excellent communication and interpersonal skills, both over the phone and in person.
* Capable of adapting communication to suit a range of individuals and their specific needs.
* Strong keyboard skills and proficient in Microsoft Office.
* Good organizational and time management abilities.
* Able to remain calm under pressure.
* Tactful, diplomatic, and empathetic in all interactions.
* Flexible and willing to provide cover for annual or sick leave on a rota basis, sometimes at short notice.
* Capable of working independently or as part of a team.
* Positive and adaptable approach to changing working conditions.
* Proficient at planning, organizing, and managing own time and workload effectively.
* Strong understanding of Data Protection and Information Governance principles.
* Knowledge of health and safety regulations in the workplace.
* Committed to the Social Enterprise model of business and patient care.
Qualifications
* A good standard of education, with GCSEs, O Levels, or equivalent in English and Maths at grade C or above.
* Evidence of higher education in an administrative or business-related field.
* Willingness to undertake further training and development as required.
* Practice receptionist (e.g. PRP, NCFE) or Customer Care (e.g. NVQ) qualification.
* Digital or IT qualification.
Experience
* Previous experience as a team lead or supervisor.
* Previous experience of training others.
* Previous experience in a customer-focused role.
* Experience working with individuals from diverse backgrounds and cultures.
* Previous experience working in a GP practice.
* Familiarity with GP practice clinical software, particularly TPP System 1.
* Previous clerical and administrative experience in primary care.
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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