Job summary An exciting opportunity hasarisen to join our friendly, dedicated & busy reception team at RosebankHealth. We currently serve a population of over 40,000 patients in fourlocations; Kingsway Health Centre our main site, Rosebank Surgery &Bartongate Surgery based in the city centre of Gloucester, and Severnvale Surgeryat Quedgeley. The successful applicant will need to be prepared to work at allfour surgery sites. We are looking for a Medical Receptionist who is able to work part time (Minimum of 20 hrs per week) or full time 37.5 hours per week. This role involves a lot ofpatient contact and you will need good interpersonal & communicationskills, patience & diplomacy. You will need to be able to work and thinkclearly under pressure with competing distractions. Main duties of the job As a Medical Receptionist you will be required to represent the Practice on the telephone and face-to-face withpatients, giving a calm, friendly, efficient and professional image. To keeppatient medical records and other administration records in good order, filingup to date and record messages accurately and efficiently. To assist othermembers of the Primary Health Care Team as necessary to ensure the Practiceoperates professionally and efficiently. To carry out day-to-day administrativeand data input functions as necessary. You need to be committed to enhancing the experience of the patients & visitors & be good at problem solving. About us Rosebank Health is the largest Primary Care Practice in Gloucester serving over 40,000 patients over 4 locations; All surgeries are modern, purpose built & fully equipped premises, owned by the Partners. The Practice has 10 Partners & Salaried GPs with varying commitments. In addition there is a large contingent of practice clinical staff & support staff The Practice has a long local commitment to Gloucester City. We take a dynamic approach to the provision of health services & will continue to pursue new appropriate and exciting opportunities as and when they arise. We also actively promote provision of private non-NHS work. We strive to provide the highest quality primary health care and services to our patients and customers in the most efficient and effective way. We endeavour to recognise the value of our team members individually & collectively & to encourage their personal & professional development & will continue the integration & development of teamwork within our organisation. Job description Job responsibilities JobTitle : Medical Receptionist Location : Rosebank Health 4 sites Accountableto : Assistant Practice Manager/ Reception Supervisors Hoursper week : part time (Minimum 20 hours per week) and full time 37.5 hours per week The hours will be scheduled on amonthly basis. The Post Holder may be required to work occasionally on a Saturday morning. The Post Holder will be required to cover for other members of the Reception Team as required in times of high workload, holidays or sickness. Place of work ThePost Holder will be working over our four sites in Gloucester but this may be subjectto change in the future. The Post Holderwill be required to travel between all of thePractices surgeries as necessary and will therefore be expected to provide his/herown transport. Key Responsibilities Reception 1. Welcome patients that come intothe surgery to consult with members of the Primary Health Care Team. 2. Provide a professional andefficient service to patients and always be mindful of the physical and mentalstate of those patients. 3. Resolve problems resulting frompatients arriving late or at the wrong location. 4. Distribute health promotion orhealth related leaflets and information to patients as necessary. 5. Ensure reception and waitingareas are kept neat and tidy. 6. Cover all other receptionduties, following training, as necessary. 7. Undertake other relevant duties commensurate with the Post. Telephone 1. Respond to calls from patientsin a supportive and professional manner. 2. Ensure all calls are answeredas quickly as possible. 3. Follow practice protocolsregarding phone manner. 4. Transfer calls to the relevantmembers of the practice team. 5. Deal with appointment requests, give test results andhandle prescription queries over the phone. Appointments 1. Book, cancel and amendappointments using the Practice computer appointment system in accordance withPractice protocols. 2. Ensure appointments are bookedas efficiently and appropriately as possible using the practice A-Z. 3. Manage requests for urgent care and routine GP, ECP and Physiotherapy appointments by submitting a SystmConnect questionnaire on a patients behalf, as per the practice A-Z. 4. Deal with requests for home visits in accordance withPractice protocols or as directed. Patient Registration 1. Explain practice registrationarrangements and requirements to new patients and temporary residents. 2. Process the registration of newpatients in accordance with Practice protocols. 3. Process changes of address andname onto the patients paper and electronic records in accordance withPractice protocols. 4. Assist patients to register for access to online services / NHS APP. Prescriptions 1. In accordance with Practiceprotocols, process requests for repeat and acute prescriptions. 2. File prescriptions that havebeen signed by the clinical staff and ETP tokens. 3. Locate prescriptions or ETPtokens ready for patients to collect. 4. Resolve problems whenprescriptions are not ready for a patient to collect as expected. 5. Contact patients at the request of the medicines managementteam regarding their prescription. Results and Patient Communication 1. Contact patients at the requestof clinicians to book appointments following tests and other investigations. 2. Contact patients at the request of clinicians to informthem of their test results as directed by clinicians. Data Input 1. Accurately input data intoPractice computer system and patients electronic record. This may includecoding of clinical information, such as diagnosis and diagnostic test resultsin accordance with Practice protocols. 2. Provide data and information toPrimary Health Care Team members and others as directed. 3. Report incidents of inaccuracy or incorrect data input tothe Assistant Practice Manager. Administration 1. Liaise with other members ofthe Primary Health Care Team where necessary to carry out the duties of thePost. 2. Accurately file paper basedrecords as directed. 3. Receive and distribute internaland external mail and documentation. 4. Have a good working knowledgeof the telephone system. 5. Receive and distribute surgerysupplies as necessary. 6. Clear, tidy and restock itemsin consultation rooms following morning and afternoon surgeries. 7. Set up consultation rooms and patient areas at the start ofthe day and close up at the end of the day. Workload planning 1. The post holder will be managedby the Reception Management Team but is expected to be self-motivated and usetheir own initiative within guidance. 2. Prioritise own workload andrequests for support to make the most effective use of resources available. 3. Use judgement and experience todetermine the relevant urgency of requests received from patients and otherexternal organisations. 4. Bring to the attention of the Reception Supervisor problemareas, backlogs and areas of difficulty. Personal Development 1. Following adequate noticeundertake appropriate training whenever reasonably possible. Such training maybe provided internally or externally. 2. Take part in Protected LearningTime and other training deemed necessary by the Practice. Such events thatmaybe held internally or externally. If these are not scheduled within normalworking hours the Post Holder will be paid for the additional hours worked. 3. All employees have aresponsibility to participate in regular appraisal (at least annual) with theirline manager and to identify performance standards for the post. 4. As part of the appraisalprocess employees have a joint responsibility with their line manager toidentify any learning development needs in order to meet the agreed performancestandards. Confidentiality 1. Maintain patient and Practiceconfidentiality at all times 2. Enter into a Confidentiality Agreement with the Practicewhich will continue after employment ceases. Working Safely 1. Carry out all duties inaccordance with guidelines, protocols and policies. 2. Follow Practice guidance andprotocols with regard to building security and have thorough knowledge ofsecuring doors, windows and alarm systems. 3. Ensure that all duties of the post are carried out at alltimes so that they conform to: i. Practice related policies,protocols, guidelines and procedures. ii. The legal requirements of the Sex Discrimination Act 1975(as amended), the Race Relations Act 1976 (as amended) and the DisabilityDiscriminations Action 1995 where applicable. iii. All health and safety legislation and Practice procedures. Equality andDiversity 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 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. This is a developing role within the Practice and thePost Holder will be expected to be flexible and meet the changing needs of thePractice. This job description is an outline only and may be amended from timeto time following discussion with and the agreement of the Post Holder Job description Job responsibilities JobTitle : Medical Receptionist Location : Rosebank Health 4 sites Accountableto : Assistant Practice Manager/ Reception Supervisors Hoursper week : part time (Minimum 20 hours per week) and full time 37.5 hours per week The hours will be scheduled on amonthly basis. The Post Holder may be required to work occasionally on a Saturday morning. The Post Holder will be required to cover for other members of the Reception Team as required in times of high workload, holidays or sickness. Place of work ThePost Holder will be working over our four sites in Gloucester but this may be subjectto change in the future. The Post Holderwill be required to travel between all of thePractices surgeries as necessary and will therefore be expected to provide his/herown transport. Key Responsibilities Reception 1. Welcome patients that come intothe surgery to consult with members of the Primary Health Care Team. 2. Provide a professional andefficient service to patients and always be mindful of the physical and mentalstate of those patients. 3. Resolve problems resulting frompatients arriving late or at the wrong location. 4. Distribute health promotion orhealth related leaflets and information to patients as necessary. 5. Ensure reception and waitingareas are kept neat and tidy. 6. Cover all other receptionduties, following training, as necessary. 7. Undertake other relevant duties commensurate with the Post. Telephone 1. Respond to calls from patientsin a supportive and professional manner. 2. Ensure all calls are answeredas quickly as possible. 3. Follow practice protocolsregarding phone manner. 4. Transfer calls to the relevantmembers of the practice team. 5. Deal with appointment requests, give test results andhandle prescription queries over the phone. Appointments 1. Book, cancel and amendappointments using the Practice computer appointment system in accordance withPractice protocols. 2. Ensure appointments are bookedas efficiently and appropriately as possible using the practice A-Z. 3. Manage requests for urgent care and routine GP, ECP and Physiotherapy appointments by submitting a SystmConnect questionnaire on a patients behalf, as per the practice A-Z. 4. Deal with requests for home visits in accordance withPractice protocols or as directed. Patient Registration 1. Explain practice registrationarrangements and requirements to new patients and temporary residents. 2. Process the registration of newpatients in accordance with Practice protocols. 3. Process changes of address andname onto the patients paper and electronic records in accordance withPractice protocols. 4. Assist patients to register for access to online services / NHS APP. Prescriptions 1. In accordance with Practiceprotocols, process requests for repeat and acute prescriptions. 2. File prescriptions that havebeen signed by the clinical staff and ETP tokens. 3. Locate prescriptions or ETPtokens ready for patients to collect. 4. Resolve problems whenprescriptions are not ready for a patient to collect as expected. 5. Contact patients at the request of the medicines managementteam regarding their prescription. Results and Patient Communication 1. Contact patients at the requestof clinicians to book appointments following tests and other investigations. 2. Contact patients at the request of clinicians to informthem of their test results as directed by clinicians. Data Input 1. Accurately input data intoPractice computer system and patients electronic record. This may includecoding of clinical information, such as diagnosis and diagnostic test resultsin accordance with Practice protocols. 2. Provide data and information toPrimary Health Care Team members and others as directed. 3. Report incidents of inaccuracy or incorrect data input tothe Assistant Practice Manager. Administration 1. Liaise with other members ofthe Primary Health Care Team where necessary to carry out the duties of thePost. 2. Accurately file paper basedrecords as directed. 3. Receive and distribute internaland external mail and documentation. 4. Have a good working knowledgeof the telephone system. 5. Receive and distribute surgerysupplies as necessary. 6. Clear, tidy and restock itemsin consultation rooms following morning and afternoon surgeries. 7. Set up consultation rooms and patient areas at the start ofthe day and close up at the end of the day. Workload planning 1. The post holder will be managedby the Reception Management Team but is expected to be self-motivated and usetheir own initiative within guidance. 2. Prioritise own workload andrequests for support to make the most effective use of resources available. 3. Use judgement and experience todetermine the relevant urgency of requests received from patients and otherexternal organisations. 4. Bring to the attention of the Reception Supervisor problemareas, backlogs and areas of difficulty. Personal Development 1. Following adequate noticeundertake appropriate training whenever reasonably possible. Such training maybe provided internally or externally. 2. Take part in Protected LearningTime and other training deemed necessary by the Practice. Such events thatmaybe held internally or externally. If these are not scheduled within normalworking hours the Post Holder will be paid for the additional hours worked. 3. All employees have aresponsibility to participate in regular appraisal (at least annual) with theirline manager and to identify performance standards for the post. 4. As part of the appraisalprocess employees have a joint responsibility with their line manager toidentify any learning development needs in order to meet the agreed performancestandards. Confidentiality 1. Maintain patient and Practiceconfidentiality at all times 2. Enter into a Confidentiality Agreement with the Practicewhich will continue after employment ceases. Working Safely 1. Carry out all duties inaccordance with guidelines, protocols and policies. 2. Follow Practice guidance andprotocols with regard to building security and have thorough knowledge ofsecuring doors, windows and alarm systems. 3. Ensure that all duties of the post are carried out at alltimes so that they conform to: i. Practice related policies,protocols, guidelines and procedures. ii. The legal requirements of the Sex Discrimination Act 1975(as amended), the Race Relations Act 1976 (as amended) and the DisabilityDiscriminations Action 1995 where applicable. iii. All health and safety legislation and Practice procedures. Equality andDiversity 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 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. This is a developing role within the Practice and thePost Holder will be expected to be flexible and meet the changing needs of thePractice. This job description is an outline only and may be amended from timeto time following discussion with and the agreement of the Post Holder Person Specification Qualifications Essential Sound general education including English and Maths GCSE grade A to C or grade 4-9 Desirable NVQ in relevant topic Experience Essential Experience of working as part of a successful team Experience of working with members of the public Experience of working in a reception or an administrative environment Competent user of Microsoft Office Competent user of Internet Desirable Experience of General Practice or the public health sector Knowledge of medical terminology Communication skills, personal abilities, approach to work and other Essential Friendly and approachable Clear and concise Act with confidentiality and sensitivity Ability to communicate effectively, both verbally and in writing, with patients, their families, carers, community groups, and partner agencies Able to extract relevant information from conversations and pass on Ability to maintain effective working relationships Ability to work flexibly and enthusiastically within a team or on own initiative Able to work under pressure, and respond appropriately in difficult situations, whilst retaining composure Flexible & receptive to change Able to use own initiative but also recognise own limitations Willing to learn Interest in Health Sector Meets DBS reference standards and has a clear criminal record, in line with the law on spent convictions Willingness to work flexible hours when required to meet work demands Willing to work at practices different sites Well presented Desirable Conscientious and able to prioritise work and work to deadlines Own transport for travelling between sites Person Specification Qualifications Essential Sound general education including English and Maths GCSE grade A to C or grade 4-9 Desirable NVQ in relevant topic Experience Essential Experience of working as part of a successful team Experience of working with members of the public Experience of working in a reception or an administrative environment Competent user of Microsoft Office Competent user of Internet Desirable Experience of General Practice or the public health sector Knowledge of medical terminology Communication skills, personal abilities, approach to work and other Essential Friendly and approachable Clear and concise Act with confidentiality and sensitivity Ability to communicate effectively, both verbally and in writing, with patients, their families, carers, community groups, and partner agencies Able to extract relevant information from conversations and pass on Ability to maintain effective working relationships Ability to work flexibly and enthusiastically within a team or on own initiative Able to work under pressure, and respond appropriately in difficult situations, whilst retaining composure Flexible & receptive to change Able to use own initiative but also recognise own limitations Willing to learn Interest in Health Sector Meets DBS reference standards and has a clear criminal record, in line with the law on spent convictions Willingness to work flexible hours when required to meet work demands Willing to work at practices different sites Well presented Desirable Conscientious and able to prioritise work and work to deadlines Own transport for travelling between sites 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 Rosebank Health Address Kingsway Health Centre Rudloe Drive, Kingsway Gloucester Gloucestershire GL2 2FY Employer's website