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
Main duties of the job
Administration
To have a thorough knowledge of all practice procedures
To work in accordance of written protocols
photocopy as requested
Reception
Receiving patients, consulting with members of practice team
Be able to cover all reception position as necessary
Giving patient test results via telephone or face to face
Dealing with patient queries
Appointments
Process appointment requests for today/future appointments from patients by telephone and in person.
Deal with visits/requests
Computer
Use SystmOne to manage appointment booking. Send messages to practice staff and provide information to patients.
About us
Your role as a Receptionist will be complemented by a team of enthusiastic, multi-disciplinary and friendly staff. We require a Receptionist with a good manner, strong interpersonal skills, excellent customer service, administration and IT skills.
Previous reception/admin and/or customer services skills are desirable. Join our happy and dedicated team providing quality care to a diverse population.
Job description
Job responsibilities
Burton
Latimer Medical Centre
JOB DESCRIPTION
JOB TITLE: RECEPTIONIST
REPORTS TO: RECEPTION
SUPERVISOR/PRACTICE MANAGER
HOURS: 25
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.
Job responsibilities:
Administration
- To have a
thorough knowledge of all practice procedures
- To work in
accordance of written protocols
- photocopy as
requested
Reception
- Receiving
patients, consulting with members of practice team
- Be able to cover
all reception position as necessary
- Giving patient
test results via telephone or face to face
- Dealing with
patient queries
Appointments
- Process
appointment requests for today/future appointments from patients by
telephone and in person.
- Deal with visits/requests
Computer
- Use SystmOne to
manage appointment booking. Send messages to practice staff and provide
information to patients.
Other Tasks
- Any other tasks
allocated by managers
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 assist in promoting 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 practice infection control
policy and published procedures. This will 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 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 (minimum annually)
- 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 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 that 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, with 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
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
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 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
PERSON
SPECIFICATION
- Excellent telephone manner
- Exceptional customer service
skills
- Computer literate
- Comfortable working in a busy
environment
- Ability to work flexible hours
- Enjoys working as part of a small
team
Job description
Job responsibilities
Burton
Latimer Medical Centre
JOB DESCRIPTION
JOB TITLE: RECEPTIONIST
REPORTS TO: RECEPTION
SUPERVISOR/PRACTICE MANAGER
HOURS: 25
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.
Job responsibilities:
Administration
- To have a
thorough knowledge of all practice procedures
- To work in
accordance of written protocols
- photocopy as
requested
Reception
- Receiving
patients, consulting with members of practice team
- Be able to cover
all reception position as necessary
- Giving patient
test results via telephone or face to face
- Dealing with
patient queries
Appointments
- Process
appointment requests for today/future appointments from patients by
telephone and in person.
- Deal with visits/requests
Computer
- Use SystmOne to
manage appointment booking. Send messages to practice staff and provide
information to patients.
Other Tasks
- Any other tasks
allocated by managers
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 assist in promoting 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 practice infection control
policy and published procedures. This will 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 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 (minimum annually)
- 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 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 that 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, with 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
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
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 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
PERSON
SPECIFICATION
- Excellent telephone manner
- Exceptional customer service
skills
- Computer literate
- Comfortable working in a busy
environment
- Ability to work flexible hours
- Enjoys working as part of a small
team
Person Specification
Skills
Essential
- Excellent telephone manner
- Exceptional customer service skills
- Comfortable working in a busy environment
- Enjoys working as part of a small team
Desirable
- Computer literate
- Ability to work flexible hours
Person Specification
Skills
Essential
- Excellent telephone manner
- Exceptional customer service skills
- Comfortable working in a busy environment
- Enjoys working as part of a small team
Desirable
- Computer literate
- Ability to work flexible hours
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.