Receptionist

Job description

Job responsibilities

Temporary position for 4 months, possibility of extension depending on the needs of The Surgery and the current pandemic situation.

Bron-Y-Garn Surgery is a long established 4 partner training GP Practice. We have approximately 6600 patients and a multidisciplinary team of 9 Clinical and 7 Administrative Staff. We are looking to appoint an enthusiastic, hardworking Receptionist to join our team due to increasing demand. The successful applicant will share our commitment to providing excellent service for our patients, and contribute to the development of the Practice as part of our team.

Purpose: Receive, assist and direct patients in accessing the appropriate service or healthcare professionals 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 Summary:

Overview of responsibilities

• Establish and maintain good communication with colleagues and patients in a form that is appropriate to them and the situation.
• Maintain confidentiality
• Monitor and maintain health, safety and security of self and others.
• Contribute to the improvement of services.
• Maintain quality in own work and encourage others to do the same.
• Support equality and value diversity, identifying when own or others behavior undermines equality and diversity.

Plan, develop, implement and assess approaches to promote health and well-being

Recognise and report situations where there might be a need for protection

Maintaining and monitoring the practice appointmentMaintaining and monitoring the practice appointment system

Process personal, telephone and e-requests for appointments

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Action all incoming faxes

Signpost patients to the correct service

Process incoming and outgoing mail

Initiating contact with and responding to, requests from patients, team members and external agencies

Process referrals to external agencies such as secondary care using the Welsh Clinical Communications Gateway (WCCG)

Process re-call / DNA letters are requested in accordance with current policy

Photocopy documentation as required

File and store records as required

Data entry of new and temporary registrations and relevant patient information as required

Input data into the patients healthcare records as necessary

Scanning of patient related documentation and attaching scanned documents to patients healthcare records

Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team

Manage all queries (including administrative queries) as necessary in an efficient manner

Specific Responsibilities

Organisational Responsibilities

- Ensure own reception area, clinical rooms are clean and well stocked

- Plan, develop and implement ways of raising and promoting awareness of health and well-being, keeping records of what has been done.

- Commitment to continuing professional development

Confidentiality

This Practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information in relation to their health and other matters, pertaining to their care. They do so in confidence and have the right to expect that staff will always respect their privacy and maintain confidentiality.

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 must 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 and Security

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, 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.

• Be able to identify the risks of health of microbiological and chemical hazards within the working environment according to the Control of Substances Hazardous to Health.

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.

• Understand apply the principles of the cold chain

All personnel are expected to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:-

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Personal/Professional Development

Effective training and development are fundamental to ensuring staff are equipped with the appropriate skills, knowledge, attitude, and competencies to perform their role. Staff are encouraged (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career, and contribute to development of the Practice.

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.
• Demonstrate skills and activities to others who are undertaking similar work.
• On arrival in the Practice all personnel will complete an induction programme under the supervision of the Practice Manager
• Participating in any required or recurrent mandatory training

Quality and continuous improvement

This Practice continually strives to improve work processes which deliver healthcare to improve outcomes across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are encouraged to make suggestions and contribute to improving our service delivery and enhance patient care.

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.

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.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:-

Acting a way that recognises 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.

N.B. This job description reflects the current position and the post holder should expect that it may be subject to variation from time to time.

Person Specification

Qualifications

Desirable

• General education (e.g. GCSEs) to grade C or above.

Experience

Essential

• Used to working in a busy environment on work that needs attention to detail and a high level of accuracy
• Working in a role that is face to face with the general public.

Desirable

• Previous experience working in a GP surgery
• Experience of Vision clinical system and DOCMAN

Practical and intellectual skills

Essential

• Demonstrates self awareness, i.e. strengths and weaknesses, personal qualities and skills.
• Able to communicate routine information that requires tact and persuasive skills, or where there may be barriers to understanding.
• Standard keyboard skills

Employer details

Employer name

Bron y Garn Surgery

Address

Neath Road

Maesteg

Mid Glamorgan

CF34 9PW

Employer's website

https://www.bronygarnsurgery.com/ (Opens in a new tab)