Job summary
An opportunity has arisen to recruit a full time receptionist.
Ideally you will have experience of working in a busy General Practice and the role will suit someone who is pleasant, articulate, able to work under pressure in a changing environment and who can use their own initiative.
You will need to be a genuine team player who is able to offer general assistance to your practice colleagues and
project a positive and friendly image to patients and other visitors, either in
person or via the telephone.
You will undertake a variety of administrative duties to
assist in the smooth running of the practice, including appointment booking, handling queries, signposting patients to other healthcare services and generally providing support to clinical staff and other members of the practice
team.
Main duties of the job
Duties will include:
Answering the telephone and dealing with enquiries in a polite and efficient manner
Proficiently navigate various IT systems to book appointments and deal with patient queries
Receive patients at the front desk in a friendly and cheerful manner.
Use and develop your knowledge of local healthcare services to Care Navigate patients to the service which best meet their health and wellbeing needs
Registering new patients and supplying practice information
Accurately accept requests for prescriptions
You must understand the need for confidentiality and be able to ensure high levels of attention to detail.
Efficiently dealing with queries and problems from doctors, nursing staff, attached staff, ancillary staff, patients and outside agencies.
Sorting incoming/outgoing post
About us
We are a well organised practice with a list size of 10,000 patients; very high QOF scores and a CQC 'Good' rating. There are 6 GP partners, a nursing team, practice paramedic and pharmacist. All supported by a well established reception and admin team.
We operate from purpose built premises where the atmosphere is friendly and professional with well-developed GP, nursing and administration teams and structures.
Very strong team-working is at the core of the practice.
Job description
Job responsibilities
JOB DESCRIPTION
JOB TITLE: RECEPTIONIST
REPORTS TO: PRACTICE MANAGER
HOURS: 37.5 hours per week (FTE)
Job summary:
The purpose of the role is to:
Offer 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
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the reception team lead and/or practice manager, dependent on current and evolving practice workload and staffing levels:
- Opening / closing up of practice premises and maintaining security in accordance with practice protocols ensuring the end of day checklist is completed as required
- Maintaining and monitoring the practice appointments system
- Processing personal and telephone requests for appointments, home visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional and provide the on-call GP with details of any late calls
- Answer telephones and personally deal with or, where appropriate, redirect enquiries to the appropriate healthcare professional
- Personally welcome patients attending for their appointments and note them as arrived on the clinical computer system
- Processing, date stamping and distributing incoming (and outgoing) mail
- Taking messages and passing on information to both internal and external staff (e.g. health visitor / community nurses etc)
- Book ambulances on doctors instruction
- Filing and retrieving paperwork
- Processing repeat prescriptions in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures (e.g. add/amend patient data)
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Inform practice manager / stationery clerk in good time of any forms / stationery etc which needs to be ordered
- Upon the reasonable request of the practice manager, provide cover by way of extra hours (see employee handbook) for colleagues holiday and sickness absence
- In accordance with practice policies, accept cash / cheque / card payments from patients for the provision of professional medical services.
- Support practice management in recording patient data such as appointment data, care plan information, coded data information etc
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, free from hazards
- Actively reporting 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
- Demonstrate due regard for safeguarding and promoting the welfare of children.
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 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
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
Job description
Job responsibilities
JOB DESCRIPTION
JOB TITLE: RECEPTIONIST
REPORTS TO: PRACTICE MANAGER
HOURS: 37.5 hours per week (FTE)
Job summary:
The purpose of the role is to:
Offer 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
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the reception team lead and/or practice manager, dependent on current and evolving practice workload and staffing levels:
- Opening / closing up of practice premises and maintaining security in accordance with practice protocols ensuring the end of day checklist is completed as required
- Maintaining and monitoring the practice appointments system
- Processing personal and telephone requests for appointments, home visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional and provide the on-call GP with details of any late calls
- Answer telephones and personally deal with or, where appropriate, redirect enquiries to the appropriate healthcare professional
- Personally welcome patients attending for their appointments and note them as arrived on the clinical computer system
- Processing, date stamping and distributing incoming (and outgoing) mail
- Taking messages and passing on information to both internal and external staff (e.g. health visitor / community nurses etc)
- Book ambulances on doctors instruction
- Filing and retrieving paperwork
- Processing repeat prescriptions in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures (e.g. add/amend patient data)
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Inform practice manager / stationery clerk in good time of any forms / stationery etc which needs to be ordered
- Upon the reasonable request of the practice manager, provide cover by way of extra hours (see employee handbook) for colleagues holiday and sickness absence
- In accordance with practice policies, accept cash / cheque / card payments from patients for the provision of professional medical services.
- Support practice management in recording patient data such as appointment data, care plan information, coded data information etc
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, free from hazards
- Actively reporting 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
- Demonstrate due regard for safeguarding and promoting the welfare of children.
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 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
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
Qualifications
Essential
- Good General Secondary Education
- Educated to GCSE level standardEnglish & Maths
Desirable
- NVQ level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
Desirable
- Previous experience of working in a healthcare setting
- Experience of answering telephone calls in a high call-volume environment
- Experience of administrative duties
Knowledge and Skills
Essential
- Excellent verbal communication skills
- ability to deal with people in person and on the telephone
- Strong IT skills
- competent in the use of Office and Outlook
- effective time management
- ability to work as part of a team and autonomously
- good interpersonal skills
- ability to follow policy and procedure
Desirable
- previous experience/knowledge of SystmOne
Person Specification
Qualifications
Essential
- Good General Secondary Education
- Educated to GCSE level standardEnglish & Maths
Desirable
- NVQ level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
Desirable
- Previous experience of working in a healthcare setting
- Experience of answering telephone calls in a high call-volume environment
- Experience of administrative duties
Knowledge and Skills
Essential
- Excellent verbal communication skills
- ability to deal with people in person and on the telephone
- Strong IT skills
- competent in the use of Office and Outlook
- effective time management
- ability to work as part of a team and autonomously
- good interpersonal skills
- ability to follow policy and procedure
Desirable
- previous experience/knowledge of SystmOne