Job summary
We are looking to appoint a hardworking, enthusiastic and motivated individual to work 37.5 hours per week. As a
receptionist you must look smart, professional and will have the opportunity to work with a dedicated team
providing high quality service. The
role is predominantly about managing the demands of our patients which can be
challenging but rewarding and will call upon all your personal skills.
Main duties of the job
Good
communication skills are essential together with the ability to be able to work
under pressure, whilst providing high standards of reception and administrative
support.
The
applicant must have experience of working within a customer service role,
although comprehensive training will be provided within a supportive
environment.
We welcome candidates that are enthusiastic, possess a
"can do" attitude and who have the drive and skills to
ensure we provide a caring and professional service to our patients.
You must be someone who can inspire confidence, work
independently as well as part of a team, and is flexible.
About us
The
Castle Medical Group is an Outstanding (CQC inspection January 2016) GP
Training Practice based at Clitheroe Health Centre serving a practice
population of approximately 15,300 patients.
We are a large friendly team consisting of 5 GP Partners, six salaried GP, four ANPs, a nursing team, along with our admin and reception
team.
Job description
Job responsibilities
MAJOR DUTIES AND RESPONSIBILITIES OF THE POST:
Reception Duties:
- To
ensure reception is operational between 8.00 am 7.30 pm Monday, 7.30 am
6.30 pm Tuesday, Wednesday and 8.00 am 6.30 pm Thursday and Friday, and transferring
the telephones from the out of hours service
- Utilise
the computer system to ensure efficiency of the appointment system and
monitor flow of patients into consulting and treatment rooms
- To
receive patients at the reception desk and deal with their requests
sensitively and with respect and diplomacy
- To
act on patient requests with respect, sympathy and confidentiality
- To
act in accordance with confidentiality and data protection protocols
- To
make appointments and arrange follow-up appointments over the telephone, face-to-face
and from the practice website
- To
deal with angry or upset patients and be able to cope with any
unpredictable situations that may arise
- To
monitor the appointment availability and advise the Assistant Practice
Manager or Practice Manager should the standard routine appointments
become limited
- To
liaise with the Treatment Room regarding appointments for minor surgery
and to understand the requirements of non-standard appointments
- Ensure
that patients without appointments but who need urgent consultation are
seen in a logical and non-disruptive manner
- To
assess and advise whether a home visit is necessary and seek urgent advice
should a patient request this
- Explain
practice arrangements and formal requirements to new patients and those
seeking temporary cover, ensure procedures are completed including making
up of notes
- To
receive requests for certificates, letters and insurance form completion,
ensure these are actioned and securely stored until they are collected
- Advise
patients of relevant charges for private services, accept payment and
issue receipts for same, and enter all transactions in petty cash book
- Respond
to all queries and requests for assistance from patients and other
visitors
- To
ensure that requests for acute prescriptions are actioned where possible
within one working day
- Ensure
reception and waiting areas are kept neat and tidy
- Check
computerised patient notes/practice notes/e-mail regularly on computer and
action as appropriate
- To
ensure all the correct investigation forms are prepared for each
surgery/clinic such as blood forms, smear forms etc
- To
print off from the computer or supply any patient leaflets for medical
conditions
- To
ensure all confidential material is kept out of public view and is safely
locked away each evening
- To
report any computer failure and produce paper documentation as needed.
- To
check the telephone has successfully transferred to the out-of-hours
service at 6.30 pm.
- To
support the midwives by booking patients antenatal booking appointments
- Preparation
of all forms required by midwives when visiting newly expectant mothers at
home for booking in appointments
- The
distribution and collection of patient surveys
- To
deal with any patient complaints in compliance with the practice complaints
procedure
- To
be able to operate the fax, photocopier and scanner
- To
ensure that protocols and procedures are written for all reception tasks
- To
be responsible for emergencies between 5.30 pm and 6.30 pm when on late
duty
Job description
Job responsibilities
MAJOR DUTIES AND RESPONSIBILITIES OF THE POST:
Reception Duties:
- To
ensure reception is operational between 8.00 am 7.30 pm Monday, 7.30 am
6.30 pm Tuesday, Wednesday and 8.00 am 6.30 pm Thursday and Friday, and transferring
the telephones from the out of hours service
- Utilise
the computer system to ensure efficiency of the appointment system and
monitor flow of patients into consulting and treatment rooms
- To
receive patients at the reception desk and deal with their requests
sensitively and with respect and diplomacy
- To
act on patient requests with respect, sympathy and confidentiality
- To
act in accordance with confidentiality and data protection protocols
- To
make appointments and arrange follow-up appointments over the telephone, face-to-face
and from the practice website
- To
deal with angry or upset patients and be able to cope with any
unpredictable situations that may arise
- To
monitor the appointment availability and advise the Assistant Practice
Manager or Practice Manager should the standard routine appointments
become limited
- To
liaise with the Treatment Room regarding appointments for minor surgery
and to understand the requirements of non-standard appointments
- Ensure
that patients without appointments but who need urgent consultation are
seen in a logical and non-disruptive manner
- To
assess and advise whether a home visit is necessary and seek urgent advice
should a patient request this
- Explain
practice arrangements and formal requirements to new patients and those
seeking temporary cover, ensure procedures are completed including making
up of notes
- To
receive requests for certificates, letters and insurance form completion,
ensure these are actioned and securely stored until they are collected
- Advise
patients of relevant charges for private services, accept payment and
issue receipts for same, and enter all transactions in petty cash book
- Respond
to all queries and requests for assistance from patients and other
visitors
- To
ensure that requests for acute prescriptions are actioned where possible
within one working day
- Ensure
reception and waiting areas are kept neat and tidy
- Check
computerised patient notes/practice notes/e-mail regularly on computer and
action as appropriate
- To
ensure all the correct investigation forms are prepared for each
surgery/clinic such as blood forms, smear forms etc
- To
print off from the computer or supply any patient leaflets for medical
conditions
- To
ensure all confidential material is kept out of public view and is safely
locked away each evening
- To
report any computer failure and produce paper documentation as needed.
- To
check the telephone has successfully transferred to the out-of-hours
service at 6.30 pm.
- To
support the midwives by booking patients antenatal booking appointments
- Preparation
of all forms required by midwives when visiting newly expectant mothers at
home for booking in appointments
- The
distribution and collection of patient surveys
- To
deal with any patient complaints in compliance with the practice complaints
procedure
- To
be able to operate the fax, photocopier and scanner
- To
ensure that protocols and procedures are written for all reception tasks
- To
be responsible for emergencies between 5.30 pm and 6.30 pm when on late
duty
Person Specification
Qualifications
Essential
- 5 GCSE C or above including Maths and English
Desirable
- AMSPAR Diploma (Reception/Secretarial)
- Basic or Intermediate Medical Terminology Course
- NVQ 2/3 Customer Service
Experience
Essential
- Experience
- Previous Medical Receptionist experience
- Proficient telephone skills
- Previous use of Emis Web
Desirable
Skills
Essential
- Skills
- Ability to book appointments, organise surgeries, file records, prepare consulting rooms etc.
- IT skills (ability to use the clinical system)
- Communication skills-verbal (face to face and telephone) and written.
- Sound interpersonal skills-tact and diplomacy
- Handling conflict and difficult situations.
- Ability to work on own initiative and as part of a team
- Aptitude to learn and develop new skills
- Ability to use own judgement, resourcefulness and common sense
Desirable
- IT skills (ability to use word processing and other business software)
- Experience of Microsoft Office
Application
Essential
- Please submit a full CV along with a covering letter stating why you would be a suitable candidate for this post.
- Please email the above requests to :
- rachael.astley@nhs.net
Person Specification
Qualifications
Essential
- 5 GCSE C or above including Maths and English
Desirable
- AMSPAR Diploma (Reception/Secretarial)
- Basic or Intermediate Medical Terminology Course
- NVQ 2/3 Customer Service
Experience
Essential
- Experience
- Previous Medical Receptionist experience
- Proficient telephone skills
- Previous use of Emis Web
Desirable
Skills
Essential
- Skills
- Ability to book appointments, organise surgeries, file records, prepare consulting rooms etc.
- IT skills (ability to use the clinical system)
- Communication skills-verbal (face to face and telephone) and written.
- Sound interpersonal skills-tact and diplomacy
- Handling conflict and difficult situations.
- Ability to work on own initiative and as part of a team
- Aptitude to learn and develop new skills
- Ability to use own judgement, resourcefulness and common sense
Desirable
- IT skills (ability to use word processing and other business software)
- Experience of Microsoft Office
Application
Essential
- Please submit a full CV along with a covering letter stating why you would be a suitable candidate for this post.
- Please email the above requests to :
- rachael.astley@nhs.net
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
