Job summary
Our busy City centre GP surgery requires a Medical Receptionist to support the smoothrunning of the practice. You will need to be cheerful, helpful and like working as part of a team, supporting each other in all aspects of the role.
This is a part time position, working the following hours -
Monday = 6.25hours
Tuesday 1pm - 5pm = 4hrs
Wed - 1 = hrs
Thurs off
Friday 12pm - = hrs
TOTAL 27
You will berequired to ensure the reception area of the Practice runs efficiently and providea high level of service to patients, doctors, nurses and other members of thePractice team.
Main duties of the job
Duties of this position include booking appointments and dealing with patient requests over the phone or face to face, keeping patient data up to date using the practices own computer system, filing and handling repeat prescription requests. Processing emails via Outlook and general housekeeping The post will require a good level of IT knowledge, including dealing with emails and attachments, and the use of Microsoft Outlook.
Excellent communication skills, a flexible approach to life, a polite telephone manner, ability to work under pressure and understanding of patient confidentiality are essential.
You will have a good standard of education with the ability to work as part of a team and work on your own initiative.
Previous GP Surgery experience, NHS or health related background, a computer qualification and/or AMSPAR training would be advantageous for this position but not essential
About us
We are a 12600 patient practice operating over 2 sites within Hereford city.
We pride ourselves in being helpful and supportive at all times to patients and colleagues. You will need a cheerful disposition, a good telephone manner, have a willingness to learn and be keen to help patients at all times.
Flexibility is essential as you will be expected to provide additional hours to cover annual leave and sickness at both sites as the need arises and often at short notice.
The NHS pension scheme will be available to you as will an employee assistance program, which offers counseling support to you and your family members.
Job description
Job responsibilities
JOBTITLE: RECEPTIONIST
REPORTS TO: PARTNERSAND PRACTICE MANAGER
HOURS: 27 hours per week plus additional hoursto cover annual leave and holidays.
The surgery needsreception cover from Monday to Friday from am to pm and you will be expected to take a share of these hours shouldthe need arise.
Place of work- The hours of this post may be split over 2 sites
Cantilupe Surgery, 51 St Owen Street, Hereford HR1 2JB (main surgery)
ANDHampton Dene Surgery, Gorsty Lane, Hereford HR1 1UN (branch)
Job Summary:
Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Provide general assistance to the Practice teamand project a positive and friendly image to patients and other visitors,either in person or via the telephone
Job Responsibilities:
1. Ensure an effective, efficient, polite and courteous 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. Computer :
7. Book appointments
8. Deal with emails and reply accordingly.
9. You must be able to use email and attachments via Microsoft outlook.
10. Enter requests for home visits into the visit book on computer, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
11. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours or sooner if needed.
12. Enter patient information on to the patients computer records as required.
13. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
14. There will be an opportunity to learn how to scan and code clinical information onto patients records for a suitable candidate.
15. Patient notes and correspondence:
16. Ensure correspondence, reports, results etc arefiled promptly and in the correct records, ensuring that all recentcorrespondence is available when patients are seen.
17. Change patients addresses or contact details onboth computer and paper records
18. Ensure records are kept in good repair with allnecessary information on the outside cover clearly visible.
19. Premises (both sites) :
20. Open up premises at the start of the day whenfirst to arrive, de-activate alarm and make all necessary preparations toreceive patients.
21. When last to leave at the end of the day, ensurethat the building is totally secured, internal lights are off and the alarmactivated.
22. ensurethe kitchen is kept clean and tidy and tidy the waiting room in turn with otherstaff
Other work:
23. Testing urine samples as requested by clinicians
24. Photocopying as requested
25. Emptyingbins and leaving surgery clean and tidy after evening surgeries plus any othercleaning duties as required.
26. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
Confidentiality:
27. 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
28. 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
29. 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 inpromoting 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 practiceInfection Control policy and published procedures. This will include:
Using personal security systems within the workplaceaccording to Practice guidelines
30. Identifying the risks involved inwork activities and undertaking such activities in a way that manages thoserisks
31. Making effective use of training toupdate knowledge and skills
32. Using appropriate infection controlprocedures, maintaining work areas in a tidy and safe way and free from hazards
33. Actively reporting of health andsafety hazards and infection hazards immediately when recognised
34. Keeping own work areas and general/ patient areas generally clean, assisting in the maintenance of generalstandards of cleanliness consistent with the scope of the job holders role
35. Undertaking periodic infectioncontrol training (minimum annually)
36. Reporting potential risksidentified
Equality andDiversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
37. 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
38. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
39. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate in any trainingprogramme implemented by the Practice as part of this employment, such trainingto include:
40. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
41. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain qualitywithin the Practice, and will:
42. Alert other team members to issues of quality and risk
43. Assess own performance and take accountability for own actions, either directly or under supervision
44. 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
45. Work effectively with individuals in other agencies to meet patients needs
46. Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effectivecommunication within the team and will strive to:
47. Communicate effectively with other team members
48. Communicate effectively with patients and carers
49. Recognize peoples needs for alternative methods of communication and respond accordingly
Contributionto the Implementation of Services:
The post-holder will:
50. Apply Practice policies, standards and guidance
51. Discuss with other members of the team how the policies, standards and guidelines will affect own work
52. Participate in audit where appropriate
Person Specification
Qualifications
Essential
53. Good standard of education grades A-C English and maths
54. Flexible around working hours and providing cover, often at short notice
55. Good basic IT skills ideally keyboard experience to a reasonable level and email and internet knowledge
56. Including Microsoft word.
57. Caring manner
58. Motivated
59. Able to take instruction, learn new tasks quickly but know own limits with knowledge
60. Ability to communicate with other staff, patients and GPs plus outside agencies in a pleasant manner
61. Able to work on own and as part of the team
62. Able to use initiative
63. Self motivated
64. Able to work under pressure
65. Good sense of humor
Desirable
66. Previous GP surgery work or health care as receptionist, including knowledge of EMIS clinical system
67. AMSPAR Medical Receptionist training
68. Health background with some knowledge of medical terminology
69. Customer service experience/training
70. IT qualification eg UCDL
71. Understanding of confidentiality
72. Driving license