Job summary We are looking for an enthusiastic Medical Receptionist to join our friendly, forward thinking team in a busy and dynamic NHS GP Practice in lovely Marylebone. This post is part time; working 24 hours over three or four days. We offer full training and work satisfaction, as well as equal opportunities for all staff. We are a London Healthy Workplace employer. We look for the following skills: - Well organised - High level of customer service - Exceptional listening skills - Excellent communication skills - Empathetic manner - Computer literate - Good time management - Self reliant - Ability to use own initiative Due to the volume of applications we receive, please assume you have not been successful if you have not heard back two weeks after the closing date. Main duties of the job As an administrator, our role is vital as we are the face of the practice and the first welcome to our patients. We provide support for the clinical team and our patients. The role is varied and fast paced. - Registering patients - Bookings / managing appointments - Repeat medication requests / queries - Patient recalls - Dealing with queries from patients / doctors / other organisations - Using the clinical system for the whole patient journey About us We have a lovely friendly and welcoming team - both the direct reception team and the wider team of doctors, nurses, healthcare assistant, phlebotomist, pharmacists, care navigator etc. It's important to have a strong work ethic but also a sense of humour We have a flat management structure and welcome input into our processes and systems from all of the team. Date posted 13 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Part-time Reference number A2055-25-0000 Job locations Cavendish Health Centre 15 Marylebone Road London NW1 5JD Job description Job responsibilities Job Summary : Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide 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. Job Responsibilities: Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Acknowledge a patients arrival at the desk within 2/3 minutes of arriving, if the situation is unmanageable at the time due to the amount of patients waiting then advise the patients in the queue you will be with them as soon as possible and call for assistance. Deal with all general enquiries, explain procedures and make new and follow-up appointments. This requires a helpful attitude even when experiencing negative, unresponsive and sometimes verbally abusive behaviour from patients. Never lose your temper with patients; refer to your line manager if you feel unable to help. Communicate test results using taught skills and ensuring accuracy Alert Management on patients records Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and nurses are currently working in the building and whether they have arrived for their clinics. Observe clinics running late and advise patients waiting and offer apologies. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Phones must be answered within 3 rings and no more. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Be polite and helpful at all times. If a patients behaviour becomes unacceptably abusive refer the call to your line manager. Do not shout or respond in a rude manner to the patient. Keep your working environment clean, tidy and free from clutter at all times. Ensure that you provide an efficient, professional and detailed handover to the member of staff taking over from you before you leave your duty. Obtaining drinks should only be done by absolutely ensuring that your position is covered whilst you leave it to make a drink. At no time should you leave your post to make a drink if it cannot be covered by another member of the team. Enter requests for home visits onto the triage or messages screen on SystmOne ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Ensure that the admin duties allocated to you for that day on the admin rota are completed. If this is not possible, inform your line manager immediately. Log and deal with insurance form requests accurately and within the correct timeframe. Book interpreters for patients as required. Book emergency and non-urgent transport for patients at the request of clinicians. Actively participate in Practice Training to ensure you provide a high level of service for the practice. This will mean you may need to attend training sessions outside of your normal working hours as well as within your working hours. You will be expected to do this to ensure that the safety of patients and the Practices adherence to the NHS Contract is achieved. Advise patients of relevant charges for private (non NHS) services, accept payment and issue receipts for same. Enter patient information on to the computer as required and as appropriate and within the correct time frame for safety of receipt of the information Patient notes and correspondence: oRetrieve and re-file records as required oEnsure correspondence, reports, results/scanned etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen. oScan / workflow notes when necessary oOpen the post when necessary Empty the contents of the PCSE bag weekly, ensuring that paperwork is distributed/dealt with correctly Ensure shared areas as well as your own working area is kept tidy; kitchen, waiting rooms Premises: o Open up premises at the start of the day when first to arrive and make all necessary preparations to receive patients. Follow the opening up procedure. o When last to leave at the end of the day, ensure that the building is totally secured, front gate locked and secure, internal lights are off, windows closed and locked, computers shut down, security alarm set. Follow the closing up procedure. Ensure that all new patients are registered onto the computer system promptly and accurately, this should be within 48 hours that they attended the practice to register. For out of area registrations, follow the correct protocol and complete these within 21 days as per protocol. Action patient recalls as requested. Practice champion for agreed area i.e. Carers, smoking cessation, PPG Attend reception and staff meetings Reply to emails within 1 week, unless they are marked urgent or have a deadline in which case respond within 24 48 hours Notify your line manager or a Partner of any untoward incidents or near misses. These need to be dealt with using the significant event process. Signpost patients to other services as required. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager. Confidentiality : In the course of 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 organisation. 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 authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health & Safety : Assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified. Equality and Diversity : Support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues 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 : Participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Mandatory training as directed by the practice. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality : Strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk, particularly upon observation of failure by a team member. Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources. Communication : Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly. Communication skills should include active listening and the ability to respond to feedback. Contribution to the Implementation of Services : Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate. Job description Job responsibilities Job Summary : Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide 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. Job Responsibilities: Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Acknowledge a patients arrival at the desk within 2/3 minutes of arriving, if the situation is unmanageable at the time due to the amount of patients waiting then advise the patients in the queue you will be with them as soon as possible and call for assistance. Deal with all general enquiries, explain procedures and make new and follow-up appointments. This requires a helpful attitude even when experiencing negative, unresponsive and sometimes verbally abusive behaviour from patients. Never lose your temper with patients; refer to your line manager if you feel unable to help. Communicate test results using taught skills and ensuring accuracy Alert Management on patients records Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and nurses are currently working in the building and whether they have arrived for their clinics. Observe clinics running late and advise patients waiting and offer apologies. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Phones must be answered within 3 rings and no more. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Be polite and helpful at all times. If a patients behaviour becomes unacceptably abusive refer the call to your line manager. Do not shout or respond in a rude manner to the patient. Keep your working environment clean, tidy and free from clutter at all times. Ensure that you provide an efficient, professional and detailed handover to the member of staff taking over from you before you leave your duty. Obtaining drinks should only be done by absolutely ensuring that your position is covered whilst you leave it to make a drink. At no time should you leave your post to make a drink if it cannot be covered by another member of the team. Enter requests for home visits onto the triage or messages screen on SystmOne ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Ensure that the admin duties allocated to you for that day on the admin rota are completed. If this is not possible, inform your line manager immediately. Log and deal with insurance form requests accurately and within the correct timeframe. Book interpreters for patients as required. Book emergency and non-urgent transport for patients at the request of clinicians. Actively participate in Practice Training to ensure you provide a high level of service for the practice. This will mean you may need to attend training sessions outside of your normal working hours as well as within your working hours. You will be expected to do this to ensure that the safety of patients and the Practices adherence to the NHS Contract is achieved. Advise patients of relevant charges for private (non NHS) services, accept payment and issue receipts for same. Enter patient information on to the computer as required and as appropriate and within the correct time frame for safety of receipt of the information Patient notes and correspondence: oRetrieve and re-file records as required oEnsure correspondence, reports, results/scanned etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen. oScan / workflow notes when necessary oOpen the post when necessary Empty the contents of the PCSE bag weekly, ensuring that paperwork is distributed/dealt with correctly Ensure shared areas as well as your own working area is kept tidy; kitchen, waiting rooms Premises: o Open up premises at the start of the day when first to arrive and make all necessary preparations to receive patients. Follow the opening up procedure. o When last to leave at the end of the day, ensure that the building is totally secured, front gate locked and secure, internal lights are off, windows closed and locked, computers shut down, security alarm set. Follow the closing up procedure. Ensure that all new patients are registered onto the computer system promptly and accurately, this should be within 48 hours that they attended the practice to register. For out of area registrations, follow the correct protocol and complete these within 21 days as per protocol. Action patient recalls as requested. Practice champion for agreed area i.e. Carers, smoking cessation, PPG Attend reception and staff meetings Reply to emails within 1 week, unless they are marked urgent or have a deadline in which case respond within 24 48 hours Notify your line manager or a Partner of any untoward incidents or near misses. These need to be dealt with using the significant event process. Signpost patients to other services as required. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager. Confidentiality : In the course of 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 organisation. 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 authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health & Safety : Assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified. Equality and Diversity : Support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues 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 : Participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Mandatory training as directed by the practice. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality : Strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk, particularly upon observation of failure by a team member. Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources. Communication : Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly. Communication skills should include active listening and the ability to respond to feedback. Contribution to the Implementation of Services : Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate. Person Specification Experience Essential Customer service experience Experience of using own initiative Desirable Practical experience of working in a Reception environment Practical experience of SystmOne computerised system Qualifications Essential GCSE Mathematics or equivalent GCSE English or equivalent Desirable Experience using SystmOne, Word, Excel, Teams Person Specification Experience Essential Customer service experience Experience of using own initiative Desirable Practical experience of working in a Reception environment Practical experience of SystmOne computerised system Qualifications Essential GCSE Mathematics or equivalent GCSE English or equivalent Desirable Experience using SystmOne, Word, Excel, Teams 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. Employer details Employer name Cavendish Health Centre Address Cavendish Health Centre 15 Marylebone Road London NW1 5JD Employer's website https://cavendishhealth.nhs.uk/ (Opens in a new tab)