Job summary
We are currently seeking an enthusiastic and motivated Receptionist with excellent customer service skills to join our team.
Flexibility to cover annual leave and sickness is essential.
If you are friendly, reliable and passionate about delivering excellent patient care we would love to hear from you.
27 hours per week
Monday, Thursday and Friday 08:00-18:00 including one hour unpaid lunch break
Please note if the successful applicant is registered at the
practice they will be required to re-register.
Main duties of the job
To 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
Facilitate effective communication between
patients, members the primary health care team, secondary care and other
associated healthcare agencies
About us
We are a three GP partner practice supported by five salaried Doctors, Nursing Team, Dispensary, Reception and Admin team looking after a practice list of approximately 10700 patients.
Our team is supportive, caring, hard working and committed to providing a high standard of care and service to our patients.
We are part of the successful Malling PCN where we have expanded our workforce with Paramedics, Physiotherapists, Pharmacists, Mental Health Practitioners, Social Prescriber, Learning Disability Coordinator, Health Inequalities team, Cancer Care Coordinator, Dementia Care Coordination, Child Health and Wellbeing Coordinators.
Four weeks annual leave plus bank holidays and birthday leave
Automatoric enrolment in to the NHS pension scheme
Job description
Job responsibilities
Job responsibilities:
Reception
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
- Maintaining and monitoring the practice appointments system
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Assisting the Duty GP as Care Navigator with online Triage requests.
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Processing repeat prescriptions in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Handing completed repeat prescriptions to patients, checking names and addresses
- Handing dispensed medication to patients, checking name and addresses and evidence of exemption, if relevant
- Collect all due prescriptions charges and ensure that the patient declaration on the reverse of the FP10 is duly filled in and signed by patient
- Process patients change of address and alert the Practice Secretary of any patients moved out of the practice boundary
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipt
- Undertake any other additional duties appropriate to the post as requested by the Partners, Practice Manager or Reception Team Leader
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 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
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
Job description
Job responsibilities
Job responsibilities:
Reception
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
- Maintaining and monitoring the practice appointments system
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Assisting the Duty GP as Care Navigator with online Triage requests.
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Processing repeat prescriptions in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Handing completed repeat prescriptions to patients, checking names and addresses
- Handing dispensed medication to patients, checking name and addresses and evidence of exemption, if relevant
- Collect all due prescriptions charges and ensure that the patient declaration on the reverse of the FP10 is duly filled in and signed by patient
- Process patients change of address and alert the Practice Secretary of any patients moved out of the practice boundary
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipt
- Undertake any other additional duties appropriate to the post as requested by the Partners, Practice Manager or Reception Team Leader
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 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
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
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of MS Office applications
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
- Experience with EMIS web and other primary care applications
Qualifications
Essential
- Educated to GCSE level or equivalent
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in primary care
- Experience of working in GP Practice
- Experience of working in a healthcare setting
Personal attributes
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Person Specification
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of MS Office applications
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
- Experience with EMIS web and other primary care applications
Qualifications
Essential
- Educated to GCSE level or equivalent
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in primary care
- Experience of working in GP Practice
- Experience of working in a healthcare setting
Personal attributes
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
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.
