Job summary
A fantastic opportunity has arisen for an enthusiastic, dedicated and
highly motivated receptionist to join a dynamic and thriving inner city
practice in a purpose built health centre.
We are a very friendly
family orientated practice with 11000+ patients. The practice opening hours are
8am to 6.30pm Monday to Friday.
Main duties of the job
We require a reliable receptionist / telephonist to join our friendly team
dealing with patients in person and on the phone as this is an integral part of
the role. The job entails making appointments on a computer system , putting information
onto the system and undertaking general office and reception duties including
answering a wide range of patient queries and supporting the Doctors and
Nurses.
Experience of Reception work is preferred and applicants must have a
good general standard of education including Maths and English GCSEs or
equivalent. Most important is the ability to remain calm in a busy and
sometimes challenging environment and the sensitivity to deal with our patients
kindly yet efficiently at all times. Candidate must have excellent customer
service skills.
About us
The applicant needs to be able to work additional hours from the
commencement of the job to cover for holidays and occasional sickness within
the team. Flexibility is crucial.
The vacancy is for 15 hours per week - Wednesday, Thursday and Friday 13.30 - 18.30pm
Please ensure you are able to work the specified hours before applying for the position
We reserve the right to close this advertisement early if we receive a high volume of applications.
Job description
Job responsibilities
Duties and responsibilities
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.
Telephone Enquiries
- Restoring
telephone services
- Telephone
calls are answered promptly and clearly and in line with the practice
protocol
- Calls
are answered clearly, simply and with warmth, conveying accurate
information to the caller
- Deal
with in-coming calls and pass on the appropriate information to the
relevant personnel
- Confidentiality
is maintained at all times
- Make
external calls on behalf of the Practice to external agencies
Reception Duties
- Booking
into and running of the appointment system
- Receive
and direct patient at reception promptly and courteously
- Advise
patients of overdue health checks and direct to appropriate clinic
- Handle
difficult, distressed or aggressive patients with tact and diplomacy
- Ensure
the patient computer details are kept up to date e.g. correct telephone
numbers
- Ensure
conversations with patients and relatives are conducted in a confidential
manner
- Organise
appointments and checking surgery lists
- Ensure
that the reception area is tidy at the end of surgery
- Ensure
a continual flow of patients during surgeries
- Hospital
post and incoming mail is dealt with in the appropriate way.
- Post
marked personal, private and confidential must be passed to the practice
manager
- Extraction
of notes and/or summary sheets for visits and surgeries
- Organise
requests for home visits and appropriate paperwork
- Be
completely familiar with the Practice Complaints Procedure and advise and
direct patients appropriately
- Chaperone
when requested in accordance with the practice chaperone policy
- Ensure
that daily messages for receptionist are read and understood
- Ensure
safe procedures in handling specimens/samples/vaccines
- Ensure
any unsafe features of public/office/reception areas and noticed and rectified
or promptly and accurately reported
- Ensure
waiting area is kept free from obstacles and is maintained in a tidy and
presentable manner
- Leave
reception area tidy and ready for incoming colleagues, together with
information regarding unresolved or urgent problems
- Ensure
tasks are completed
- Process
prescriptions in accordance with the repeat prescribing protocol
Filing and Record Keeping
- Locate
patient records and re-file after use
- Filing
of hospital letters; results, prescriptions and other documentation
- In-putting
data from medical records and other clinical information
- Returning
medical records
- Receiving
medical records
- Passing
on messages and recording in the relevant message books
- Providing
a receipt to patients for insurance reports/private work
Computer Duties
- Retrieving
statistical data where requested
- Backing
up of computer files for both servers and running cleaning tape as
required
- Liaise
with EMIS/CCG IT helpdesk when required
- Operation
of the computer system programme and data in-put of clinical information
where required
- Hospital
letters/lab results - ensure it is date stamped, scanned and attached to
the patient record via DOCMAN
Designated Duties
- Setting
up clinic rooms and surgeries for doctors and clinics
- Tidying
of rooms at the end of surgeries and ensuring all documentation is safely
stored
- Completion
of forms required for surgeries
The duties above may change in the light of developments within the
Practice and are subject to review
Team Awareness
- Understand
own role within the Primary Health Care Team and its impact on patient
care
- Understand
other roles within the Primary Health Care Team
- Requests
from colleagues are responded to willingly
- Where
requests from colleagues cannot be met, reasons are clearly and politely
given
- Be
aware of the CCG or its successor and its role with regard to the Practice
and patients
- Understand
the need for continued training and self-development
- Participate
in any training programme implemented by the practice as part of this
employment
- Be
aware of security measures within the practice to ensure patient and staff
security at all times
Employment Acts and Codes of Practice
Comply with employment legislation and codes of good practice.
Health and Safety
In accordance with
the Health & Safety At Work Act 1974, and other supplementary legislation
required, to take reasonable care to avoid injury during the course of work and
co-operate with the Practice and others in meeting statutory requirements.
Job description
Job responsibilities
Duties and responsibilities
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.
Telephone Enquiries
- Restoring
telephone services
- Telephone
calls are answered promptly and clearly and in line with the practice
protocol
- Calls
are answered clearly, simply and with warmth, conveying accurate
information to the caller
- Deal
with in-coming calls and pass on the appropriate information to the
relevant personnel
- Confidentiality
is maintained at all times
- Make
external calls on behalf of the Practice to external agencies
Reception Duties
- Booking
into and running of the appointment system
- Receive
and direct patient at reception promptly and courteously
- Advise
patients of overdue health checks and direct to appropriate clinic
- Handle
difficult, distressed or aggressive patients with tact and diplomacy
- Ensure
the patient computer details are kept up to date e.g. correct telephone
numbers
- Ensure
conversations with patients and relatives are conducted in a confidential
manner
- Organise
appointments and checking surgery lists
- Ensure
that the reception area is tidy at the end of surgery
- Ensure
a continual flow of patients during surgeries
- Hospital
post and incoming mail is dealt with in the appropriate way.
- Post
marked personal, private and confidential must be passed to the practice
manager
- Extraction
of notes and/or summary sheets for visits and surgeries
- Organise
requests for home visits and appropriate paperwork
- Be
completely familiar with the Practice Complaints Procedure and advise and
direct patients appropriately
- Chaperone
when requested in accordance with the practice chaperone policy
- Ensure
that daily messages for receptionist are read and understood
- Ensure
safe procedures in handling specimens/samples/vaccines
- Ensure
any unsafe features of public/office/reception areas and noticed and rectified
or promptly and accurately reported
- Ensure
waiting area is kept free from obstacles and is maintained in a tidy and
presentable manner
- Leave
reception area tidy and ready for incoming colleagues, together with
information regarding unresolved or urgent problems
- Ensure
tasks are completed
- Process
prescriptions in accordance with the repeat prescribing protocol
Filing and Record Keeping
- Locate
patient records and re-file after use
- Filing
of hospital letters; results, prescriptions and other documentation
- In-putting
data from medical records and other clinical information
- Returning
medical records
- Receiving
medical records
- Passing
on messages and recording in the relevant message books
- Providing
a receipt to patients for insurance reports/private work
Computer Duties
- Retrieving
statistical data where requested
- Backing
up of computer files for both servers and running cleaning tape as
required
- Liaise
with EMIS/CCG IT helpdesk when required
- Operation
of the computer system programme and data in-put of clinical information
where required
- Hospital
letters/lab results - ensure it is date stamped, scanned and attached to
the patient record via DOCMAN
Designated Duties
- Setting
up clinic rooms and surgeries for doctors and clinics
- Tidying
of rooms at the end of surgeries and ensuring all documentation is safely
stored
- Completion
of forms required for surgeries
The duties above may change in the light of developments within the
Practice and are subject to review
Team Awareness
- Understand
own role within the Primary Health Care Team and its impact on patient
care
- Understand
other roles within the Primary Health Care Team
- Requests
from colleagues are responded to willingly
- Where
requests from colleagues cannot be met, reasons are clearly and politely
given
- Be
aware of the CCG or its successor and its role with regard to the Practice
and patients
- Understand
the need for continued training and self-development
- Participate
in any training programme implemented by the practice as part of this
employment
- Be
aware of security measures within the practice to ensure patient and staff
security at all times
Employment Acts and Codes of Practice
Comply with employment legislation and codes of good practice.
Health and Safety
In accordance with
the Health & Safety At Work Act 1974, and other supplementary legislation
required, to take reasonable care to avoid injury during the course of work and
co-operate with the Practice and others in meeting statutory requirements.
Person Specification
Qualifications
Essential
- Applicants must have a good general standard of education including Maths and English GCSEs or equivalent
- Most important is the ability to remain calm in a busy and sometimes challenging environment and the sensitivity to deal with our patients kindly yet efficiently at all times. Candidate must have excellent customer service skills.
Desirable
- Experience of Reception work is preferred
Person Specification
Qualifications
Essential
- Applicants must have a good general standard of education including Maths and English GCSEs or equivalent
- Most important is the ability to remain calm in a busy and sometimes challenging environment and the sensitivity to deal with our patients kindly yet efficiently at all times. Candidate must have excellent customer service skills.
Desirable
- Experience of Reception work is preferred
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.
