Hove Medical Centre is a well established training practice at the foot of the South Downs that requires someone to join their friendly and supportive reception team.
If you like to learn new things and like to be kept busy, please read on.
We have a vacancy for either a full time or 2 part time receptionists working between 20 and 37.5 hours per week.
The hours will be worked between 08.00 and 18.30 Monday to Friday and will likely include some early starts (08.00) and some late finishes (18.30).
There will be an opportunity to work additional hours to cover holiday absences and occasional early evening clinics.
The right person will provide a professional, positive and friendly service to our patients, deal with general enquiries and support our GPs, nurses and other clinicians to deliver a first class medical service.
Main duties of the job
The role will involve:
1. Dealing with patient enquiries either face to face or over the phone
2. Booking appointments
3. Keeping patient data up to date
4. Explaining procedures
5. Assisting and supporting clinic staff
6. Liaising with other healthcare organisations
Job responsibilities
JOB TITLE: RECEPTIONIST
REPORTS TO: RECEPTION MANAGER
HOURS: 20-37.5 hours per week
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.
1. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
2. Deal with all general enquiries, explain procedures and make new and follow-up appointments.
3. 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.
4. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
5. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
6. Enter requests for home visits into the visit book, ensuring to carefully record all relevant details and referring to duty doctor where necessary.
7. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
8. Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
9. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
10. Enter patient information on to the computer as required.
11. Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
12. Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
13. Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible.
14. Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
15. Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
16. When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
17. Ensure that all new patients are registered onto the computer system promptly and accurately.
18. Undertake any other additional duties appropriate to the post as requested by the partners or the business 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
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, the practice health & safety manual, and the practice infection control policy and published procedures.
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
5. Actively reporting of health and safety hazards and infection hazards immediately when recognised
6. Keeping own work areas and general patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role
7. Undertaking periodic infection control training (minimum annually)
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 recognises 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Person Specification
Knowledge and Skills
* Understanding, acceptance and adherence to the need for strict confidentiality
* Excellent communication skills (Written and Oral)
* Basic understanding of Microsoft Office
* Clear, polite telephone manner
* Accuracy and attention to detail
* Time Management and the ability to work to deadlines
* Smart, polite and confident
* An organised approach to work with the ability to plan, prioritise and balance conflicting demands
* Performing under pressure
* Adaptability
* Ability to use own initiative, judgement, resourcefulness and common sense
* Ability to work as part of a team and autonomously
* Self-motivated
* Ability to work flexibly
* Knowledge of TPP SystmOne Clinical System
* An understanding of a primary care environment and patient care
* Problem solving skills using diplomacy and tact
* Interpersonal skills
Qualifications
* GCSE grade A to C in English and Maths
Experience
* Experience of using own initiative
* Experience of working with the general public
* Experience of reception work, customer service
* Experience of working as part of a team
* Experience of working within General Practice
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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