Job summary
Hartshill Medical Centre is a well-established practice with
a focus on high quality training and patient care. We are based in a
purpose-built medical centre, caring for 8000 patients. We provide a high standard of training to GP
registrars (ST3, ST2 & ST1) and medical students.
We are looking to recruit an enthusiastic, hard working receptionist
with excellent communication, interpersonal and organizational skills. This role will involve spending time in a patient facing capacity and completing tasks. The
successful candidate must also be passionate and committed to delivering the
highest quality of care for our patients.
Main duties of the job
You will be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.
You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working our clinical and administration teams.
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
About us
We are an established practice with many long-serving members of the team, with historically a very low staff turnover. In the last year we have expanded our team to welcome some of our amazing apprentices to the Hartshill family and created new roles.
Job description
Job responsibilities
Reception
duties
- Greeting patients
in a friendly and approachable manner, putting them at ease
- Assisting
patients to make and amend appointments whether that be directly booking them
an appointment or directing them to the online consultation webpage
- Signposting
patients to other relevant services (care navigation)
- Answering patient
questions, within your competency
- Passing on
messages on behalf of the clinic team
- Giving out
results, where appropriate
- Documenting
communications/ interactions with patients in the clinical notes
- Keeping the
clinical records up to date
- Accepting
specimens following established practice protocols
- Assisting patients
to register with the practice
- Take part in
recalls for patient health checks
- Complete opening
and closing procedures
Key
administrative areas
- Monitoring
the various task groups within the practice, acting on them in an efficient
manner
- Engaging
with the practices recall systems
- Action incoming
emails
- Processing
repeat prescriptions
- Photocopying,
scanning and filing of paper records
- Undertake
such duties as may be required from time to time to support the day-to-day functioning
of the practice.
Communication
- Communicate
effectively with other team members
- Communicate
effectively with patients and carers, recognising the need for alternative
methods of communication to overcome different levels of understanding,
cultural background and preferred ways of communicating
- Maintain
effective communication within the organisation
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, 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.
- Any
breach of confidentiality is a disciplinary event and will be treated as gross
misconduct which could result in termination of employment
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, 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
- 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 hazard
-
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, including Statutory and Mandatory
training. 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.
-
Attend and participate in practice meetings as
required
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
-
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.
Contribution
to the Implementation of Services
The
post-holder will-
-
Apply 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
-
Implement maximum flexibility of work to
maintain a high level of efficiency, eg working in any area of the practice if
requested to do so, according to the needs of the practice
-
Comply at all times to the Staff Contract,
Practice Policies & Procedures including CQC policies, Data Protection
& GDPR
Feedback
- To listen to
feedback from patients and colleagues whether this be a compliant, comment or
compliment and if it cannot be dealt with immediately to the Practice Manager.
CCQ
- To work within
the guidelines set be CCQ to ensure the Practice is safe, efficient and
provides the best possible care for patients.
Job description
Job responsibilities
Reception
duties
- Greeting patients
in a friendly and approachable manner, putting them at ease
- Assisting
patients to make and amend appointments whether that be directly booking them
an appointment or directing them to the online consultation webpage
- Signposting
patients to other relevant services (care navigation)
- Answering patient
questions, within your competency
- Passing on
messages on behalf of the clinic team
- Giving out
results, where appropriate
- Documenting
communications/ interactions with patients in the clinical notes
- Keeping the
clinical records up to date
- Accepting
specimens following established practice protocols
- Assisting patients
to register with the practice
- Take part in
recalls for patient health checks
- Complete opening
and closing procedures
Key
administrative areas
- Monitoring
the various task groups within the practice, acting on them in an efficient
manner
- Engaging
with the practices recall systems
- Action incoming
emails
- Processing
repeat prescriptions
- Photocopying,
scanning and filing of paper records
- Undertake
such duties as may be required from time to time to support the day-to-day functioning
of the practice.
Communication
- Communicate
effectively with other team members
- Communicate
effectively with patients and carers, recognising the need for alternative
methods of communication to overcome different levels of understanding,
cultural background and preferred ways of communicating
- Maintain
effective communication within the organisation
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, 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.
- Any
breach of confidentiality is a disciplinary event and will be treated as gross
misconduct which could result in termination of employment
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, 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
- 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 hazard
-
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, including Statutory and Mandatory
training. 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.
-
Attend and participate in practice meetings as
required
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
-
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.
Contribution
to the Implementation of Services
The
post-holder will-
-
Apply 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
-
Implement maximum flexibility of work to
maintain a high level of efficiency, eg working in any area of the practice if
requested to do so, according to the needs of the practice
-
Comply at all times to the Staff Contract,
Practice Policies & Procedures including CQC policies, Data Protection
& GDPR
Feedback
- To listen to
feedback from patients and colleagues whether this be a compliant, comment or
compliment and if it cannot be dealt with immediately to the Practice Manager.
CCQ
- To work within
the guidelines set be CCQ to ensure the Practice is safe, efficient and
provides the best possible care for patients.
Person Specification
Qualifications
Essential
- GCSEs in Maths and English at grade C (grade 4) or above
Desirable
- NVQ Level 3 or equivalent level of knowledge in office procedures
Experience
Essential
- Experience of working under own direction
- Evidence of working with IT systems
- Experience in working in a customer/ patient/ client facing role
Desirable
- Experience of working in medical administration
- Experience in a patient focused environment
- Experience in wide range of administrative systems and software programmes
- Experience of supporting service improvement
- Previous experience in NHS/Primary Care/Local Authority role
Person Specification
Qualifications
Essential
- GCSEs in Maths and English at grade C (grade 4) or above
Desirable
- NVQ Level 3 or equivalent level of knowledge in office procedures
Experience
Essential
- Experience of working under own direction
- Evidence of working with IT systems
- Experience in working in a customer/ patient/ client facing role
Desirable
- Experience of working in medical administration
- Experience in a patient focused environment
- Experience in wide range of administrative systems and software programmes
- Experience of supporting service improvement
- Previous experience in NHS/Primary Care/Local Authority role
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.