Job summary
Mallard Medical Practice is a busy but very friendly GP practice located in Killingworth, North Tyneside and has just under 5,000 patients on its register. We are looking to recruit an experienced receptionist to join our friendly Reception team.
We are looking to recruit quickly to replace a staff member leaving for a career opportunity.
The post will be 37.5 hours between 8am and 6pm (occasional late clinic until 8pm in the future) and spread over 5 days.
Our frontline staff are usually the first point of contact for patients therefore excellent customer service, literacy and communication skills are essential.
Applicants should be highly motivated who can show initiative within their work and have the ability to work independently.
Main duties of the job
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
Process appointment requests from patients by telephone and face to face
Process appointment requests from Doctors, Nurses and Health Care Professionals
Deal with visit requests
Registrations of new patients computer data entry and medical records
Process patients change of address computer data and medical records
Process repeat prescription request in accordance with Practice guidelines
About us
Mallard Medical Practice has 3 GP Partners and 2 Salaried GPs. We also employ a Clinical Team, including Practice Nurses, Health Care Assistants, Pharmacist Practitioner and a Physician Associate. The reception team work varied hours.
The practice is open Monday to Friday with Extended Hours on a Tuesday evening. We run a variety of clinics inhouse and have nearly 5000 patients.
Inhouse training and social events are held regularly (pre Covid) and there is a very supportive team in situ to help the new appointee feel at ease very quickly.
Job description
Job responsibilities
Job responsibilities
Mallard Medical Practice
Job Description
JOB TITLE: Receptionist
REPORTS TO: Reception Manager
HOURS: 37.5 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
- Filing, scanning & coding post into medical records
- Photocopy as requested
- General administration duties as necessary
- To perform audio typing for GP dictations
Reception
- Greeting and receiving patients and visitors
- Providing completed repeat prescriptions to patient
- GDPR compliance to ensure Patient confidentiality
- Cover all reception duties as necessary
Appointments
- Process appointment requests from patients by telephone and face to face
- Process appointment requests from Doctors, Nurses and Health Care Professionals
- Deal with visit requests
Computer
- Excellent IT skills
- Registrations of new patients computer data entry and medical records
- Process patients change of address computer data and medical records
- Process repeat prescription request in accordance with Practice guidelines
Telephone
- An excellent and professional telephone manner at all times
Other Tasks
- Ensure building security have thorough knowledge of doors/windows/alarm.
- 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, 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 hazards
- 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, 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
- Undertake all mandatory training in a timely manner
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 patient 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
- Recognise peoples needs for alternative methods of communication and respond accordingly
Job description
Job responsibilities
Job responsibilities
Mallard Medical Practice
Job Description
JOB TITLE: Receptionist
REPORTS TO: Reception Manager
HOURS: 37.5 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
- Filing, scanning & coding post into medical records
- Photocopy as requested
- General administration duties as necessary
- To perform audio typing for GP dictations
Reception
- Greeting and receiving patients and visitors
- Providing completed repeat prescriptions to patient
- GDPR compliance to ensure Patient confidentiality
- Cover all reception duties as necessary
Appointments
- Process appointment requests from patients by telephone and face to face
- Process appointment requests from Doctors, Nurses and Health Care Professionals
- Deal with visit requests
Computer
- Excellent IT skills
- Registrations of new patients computer data entry and medical records
- Process patients change of address computer data and medical records
- Process repeat prescription request in accordance with Practice guidelines
Telephone
- An excellent and professional telephone manner at all times
Other Tasks
- Ensure building security have thorough knowledge of doors/windows/alarm.
- 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, 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 hazards
- 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, 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
- Undertake all mandatory training in a timely manner
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 patient 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
- Recognise peoples needs for alternative methods of communication and respond accordingly
Person Specification
Qualifications
Essential
- Previous Experience of working within a General Practice Reception environment
- Experience of using own initiative/multi tasking
- Experience of excellent customer service
- Practical experience of clinical recording systems
- Good standard of general education
- Adaptability
- Ability to make yourself compatible within the Team, and work effectively as a team member.
- Self motivated/resourceful
- Flexibility/available to work flexible hours demanded by the job
- Confidentiality, integrity and honesty
Desirable
- GCSE Mathematics
- GCSE English
- Negotiation and conflict management
- Problem solving skills
- Interpersonal skills
- Planning and organising skills
- Performing under pressure/ ability to remain calm, controlled and professional
Person Specification
Qualifications
Essential
- Previous Experience of working within a General Practice Reception environment
- Experience of using own initiative/multi tasking
- Experience of excellent customer service
- Practical experience of clinical recording systems
- Good standard of general education
- Adaptability
- Ability to make yourself compatible within the Team, and work effectively as a team member.
- Self motivated/resourceful
- Flexibility/available to work flexible hours demanded by the job
- Confidentiality, integrity and honesty
Desirable
- GCSE Mathematics
- GCSE English
- Negotiation and conflict management
- Problem solving skills
- Interpersonal skills
- Planning and organising skills
- Performing under pressure/ ability to remain calm, controlled and professional
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.
