Job summary Stourside Medical Practice supports the health needs of approx 6k residents in and around Halesowen. We require a flexible Receptionist to support our existing team of receptionists. If you have excellent telephone and communication skills as well as being a good team player we would like to hear from you. Experience of Emis Web would be an advantage, however, training will be provided to the successful candidates. Flexibility is essential to cover for holidays and absence. Main duties of the job To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to represent the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the satisfaction of the patients. This is a high pressure role with a heavy workload and variety of tasks to juggle throughout the day. An ability to prioritise, have attention to detail and to remain calm under pressure is essential About us We are based in the centre of Halesowen and have an experienced team of non-clinical staff, salaried GPs and practice nurses with the practice actively involved in a thriving Primary Care Network with a variety of allied health professionals supporting the practice including Pharmacists, Social Prescribers, Physiotherapist and Mental Health support workers. Date posted 28 October 2024 Pay scheme Other Salary £11.44 an hour Contract Permanent Working pattern Part-time, Job share Reference number A0805-24-0008 Job locations 14 Birmingham Street Halesowen West Midlands B63 3HN Job description Job responsibilities JOB TITLE: RECEPTIONIST REPORTS TO: SENIOR RECEPTIONIST/ THE PRACTICE MANAGER HOURS: 25- 30 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 Duties and Responsibilities: Administration To have a thorough knowledge of all Practice procedures. To work in accordance of written protocols Filing post in medical records via Docman system Photocopy and email as requested Ensure courier takes all documentation and samples at the appropriate time Open and distribute incoming mail Reception Ensure an effective and efficient reception service is provided to patients any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed Be able to cover all reception position as necessary Appointments Process appointment requests for today future appointments from patients by telephone and in person. Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor Computer Registrations of new patients computer data entry and medical records. Process patients change of address computer data and medical records (have knowledge of Practice area. Telephone Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Have working knowledge of telephone/bleep system, during and after hours. Other Tasks Open up premises at the start of the day when first to arrive and make all the necessary preparations to receive patients Ensure all Health & Safety checks are undertaken within the desired timescales as indicated in the Practices Health & Safety Policy If last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, all electrical equipment has been turned off and the alarm activated 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 implement and lead on a full range of promotion and management their own and others health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to): 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 Actively reporting of health and safety hazards and infection hazards immediately when recognised 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 holders role Undertaking periodic infection control training Reporting potential risks identified Equality and Diversity: The post-holder will 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: The post-holder will 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 Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Attendance at the quarterly Protected Time Meetings Attendance at all Mandatory and Statutory training requirements as indicated by the Practice Manager Quality: The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision whilst embracing the practices ethos of recording of any errors or near misses and learning by mistakes without blame 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: The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services: The post-holder will: Apply all 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 This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partner, Practice Manager or the Senior Receptionist Job description Job responsibilities JOB TITLE: RECEPTIONIST REPORTS TO: SENIOR RECEPTIONIST/ THE PRACTICE MANAGER HOURS: 25- 30 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 Duties and Responsibilities: Administration To have a thorough knowledge of all Practice procedures. To work in accordance of written protocols Filing post in medical records via Docman system Photocopy and email as requested Ensure courier takes all documentation and samples at the appropriate time Open and distribute incoming mail Reception Ensure an effective and efficient reception service is provided to patients any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed Be able to cover all reception position as necessary Appointments Process appointment requests for today future appointments from patients by telephone and in person. Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor Computer Registrations of new patients computer data entry and medical records. Process patients change of address computer data and medical records (have knowledge of Practice area. Telephone Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Have working knowledge of telephone/bleep system, during and after hours. Other Tasks Open up premises at the start of the day when first to arrive and make all the necessary preparations to receive patients Ensure all Health & Safety checks are undertaken within the desired timescales as indicated in the Practices Health & Safety Policy If last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, all electrical equipment has been turned off and the alarm activated 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 implement and lead on a full range of promotion and management their own and others health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to): 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 Actively reporting of health and safety hazards and infection hazards immediately when recognised 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 holders role Undertaking periodic infection control training Reporting potential risks identified Equality and Diversity: The post-holder will 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: The post-holder will 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 Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Attendance at the quarterly Protected Time Meetings Attendance at all Mandatory and Statutory training requirements as indicated by the Practice Manager Quality: The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision whilst embracing the practices ethos of recording of any errors or near misses and learning by mistakes without blame 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: The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services: The post-holder will: Apply all 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 This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partner, Practice Manager or the Senior Receptionist Person Specification Qualifications Essential GCSE A-C or 4-9 maths and English Experienced in reception work (minimum 1 year) Attention to detail Ability to work under pressure Reliable and flexible Desirable GP practice receptionist experience Person Specification Qualifications Essential GCSE A-C or 4-9 maths and English Experienced in reception work (minimum 1 year) Attention to detail Ability to work under pressure Reliable and flexible Desirable GP practice receptionist experience 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 Stourside Medical Practice Address 14 Birmingham Street Halesowen West Midlands B63 3HN Employer's website https://www.stoursidenhs.co.uk/ (Opens in a new tab)