Senior Medical Receptionist
This job is now closed
Job summary
The successful candidate for the role will be responsible for assisting providing an efficient service to our patients and staff. To liaise effectively with all relevant personnel.
Duties can include, but are not limited to, assisting with staff rotas, training, patient queries, reception tasks. In addition, the post holder will be required to support the Reception Manager ensuring the strategic objectives of the organisation are met.
Main duties of the job
The following are the responsibilities of the senior receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The senior receptionist will supervise and support the reception team in:
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
Prepare and monitor reception staff rotas, ensuring appropriate cover for absences
Input data into the patients healthcare records as necessary
Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
Manage all queries as necessary in an efficient manner
Monitor and maintain the reception area and notice boards, ensuring out of date leaflets are removed in a timely manner
Produce, maintain and participate in the receptionist rota for lunch and out of hours cover
Support reception staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
Identify and provide team training where required
Support the Management Team in producing and maintaining the duty rota, appointment system and completing opening and closing procedures in accordance practice policy
As required support the clinical and administration teams in time critical functions, ensuring they are processed accurately and efficiently
Support health promotion by displaying promotional material on the allocated noticed boards and in the waiting room
About us
Benchill Medical Practice is a Group Practice based in an excellent modern health facility (with disabled access) offering a broad range of services to patients for over 30 years.
In addition to GPs, the practice also employs Physician Associates, Practice Nurses and Healthcare Assistants as well as being an established GP training practice. We also have a big Reception and Administration teams working collaboratively with the Healthcare Professionals to enhance patient care and their experiences within the Practice.
Details
Date posted
03 April 2024
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time, Job share
Reference number
A2071-24-0001
Job locations
Brownley Green Health Centre
171 Brownley Road
Wythenshawe
Manchester
M22 9UH
Job description
Job responsibilities
Limits Of Authority
Personnel, No authority to discipline or give instruction to other employees.
Financial, No authority to spend or commit the practice to spend.
Procedural, No authority to amend operational and administrative procedures without the consultation of a manager.
Security To ascertain the reason for the presence of any unauthorised persons in areas where the practice assets may be at risk.
Reception Duties
Utilize appointment system to ensure patients are appropriately booked and monitor the flow of patients into consulting and treatment rooms.
Instruct/help patients on the use of the automated Check in system
Ensure that patients without appointments but who need urgent consultation are seen/contacted in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.
Advise patients of relevant charges for private services, accept payment and issue receipts for same.
Respond to all queries and requests for assistance from patients and other visitors. Ensure all visitors are signed in and out of the premises.
Enter requests for home visits onto GP Matrons list.
Action requests for Ambulance Services.
Ensure reception and waiting areas are kept neat and tidy.
Ensure total familiarity with all appointment systems in effect including regular and incidental variations.
Book appointments and recalls ensuring sufficient information is recorded to retrieve record.
Monitor effectiveness of the system and report any problems or variations required.
Record and use patient information in accordance with local and national procedures and the law.
Receive and make calls as required. Divert calls and take messages as appropriate.
Opening and closing of reception/premises.
Outgoing post.
Various administrative tasks which may include (but are not limited to) recording/processing death notifications, Docman tasks, GP tasks, reading and action of emails in reception and patient email accounts and Footfall.
Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.
Coordinate the provision of reception cover, ensuring sufficient staffing is provided for periods of leave and other staff absences .
Update appointment system to reflect leave and other approved absences.
Provide initial guidance and advice to patients who wish to complain.
Receive deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
Partake in audit as directed by the audit lead.
Promote the use of the Friends and Family Test and other feedback systems.
Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives.
Reception Leadership
Support the Reception Manager in/to:
Day-to-day supervision of the reception team, deputising in their absence.
Day-to-day line management all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
Identify and ensure delivery of team training where agreed with reception and practice management.
Continually assess and evaluate systems recommending changes and improvements to the Reception Manager as appropriate.
Deal with problems reported by other members of the health care team.
Encourage and support personal development of members of the reception, maintaining self and team professionalism.
Keep the team informed of any matters arising as necessary, or as requested by other members of the Practice team.
To act as a focal point of communication between the GPs, practicemanagement and other members of the primary health care team.
Compiling reception staff rotas.
To have, and ensure others are trained in operating with an understanding, acceptance and adherence to the need for strict confidentiality.
Keep reception and practice management informed of any matters arising or problems /potential problems.
Assist with the organisation of seasonal clinics, including Covid- vaccinations and flu vaccinations, admin support and room planning.
Reviewing and updating all reception procedures as required.
Develop, implement, and embed efficient reception processes and procedures to adhere to legislation.
Coordinate and produce meeting agendas and record the minutes of meetings as required.
Safeguarding
The GP Practice is committed to safeguarding and promoting the welfare of children, adults, and young people. We expect all staff to be trained in adult and child safeguarding. This training will equip the post holder with the knowledge of what to do if they have concerns about the welfare of a child or adult.
Data Confidentiality
Benchill Medical Practice is governed by the Data Protection Act 1998 and the General Data Protection Regulation (GDPR) and the following should be done to help us to comply with these legislations:
Maintaining data confidentiality as 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 Benchill Medical Practice information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorized 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 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 own and others 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 recognized 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 jobholders 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, toinclude:
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 and 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 within Benchill Medical Practice
Taking responsibility for their 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
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 guidance will affect own work
Participate in audit where appropriate.
Other Duties
Anyother duties, as agreed with the line manager to meet the needs of the organisation.
This job description is an outline of the key responsibilities of the role and is not intended as an exhaustive list. The job may change after the initial three months to reflect the roles and responsibilities required.
Job description
Job responsibilities
Limits Of Authority
Personnel, No authority to discipline or give instruction to other employees.
Financial, No authority to spend or commit the practice to spend.
Procedural, No authority to amend operational and administrative procedures without the consultation of a manager.
Security To ascertain the reason for the presence of any unauthorised persons in areas where the practice assets may be at risk.
Reception Duties
Utilize appointment system to ensure patients are appropriately booked and monitor the flow of patients into consulting and treatment rooms.
Instruct/help patients on the use of the automated Check in system
Ensure that patients without appointments but who need urgent consultation are seen/contacted in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.
Advise patients of relevant charges for private services, accept payment and issue receipts for same.
Respond to all queries and requests for assistance from patients and other visitors. Ensure all visitors are signed in and out of the premises.
Enter requests for home visits onto GP Matrons list.
Action requests for Ambulance Services.
Ensure reception and waiting areas are kept neat and tidy.
Ensure total familiarity with all appointment systems in effect including regular and incidental variations.
Book appointments and recalls ensuring sufficient information is recorded to retrieve record.
Monitor effectiveness of the system and report any problems or variations required.
Record and use patient information in accordance with local and national procedures and the law.
Receive and make calls as required. Divert calls and take messages as appropriate.
Opening and closing of reception/premises.
Outgoing post.
Various administrative tasks which may include (but are not limited to) recording/processing death notifications, Docman tasks, GP tasks, reading and action of emails in reception and patient email accounts and Footfall.
Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.
Coordinate the provision of reception cover, ensuring sufficient staffing is provided for periods of leave and other staff absences .
Update appointment system to reflect leave and other approved absences.
Provide initial guidance and advice to patients who wish to complain.
Receive deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
Partake in audit as directed by the audit lead.
Promote the use of the Friends and Family Test and other feedback systems.
Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives.
Reception Leadership
Support the Reception Manager in/to:
Day-to-day supervision of the reception team, deputising in their absence.
Day-to-day line management all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
Identify and ensure delivery of team training where agreed with reception and practice management.
Continually assess and evaluate systems recommending changes and improvements to the Reception Manager as appropriate.
Deal with problems reported by other members of the health care team.
Encourage and support personal development of members of the reception, maintaining self and team professionalism.
Keep the team informed of any matters arising as necessary, or as requested by other members of the Practice team.
To act as a focal point of communication between the GPs, practicemanagement and other members of the primary health care team.
Compiling reception staff rotas.
To have, and ensure others are trained in operating with an understanding, acceptance and adherence to the need for strict confidentiality.
Keep reception and practice management informed of any matters arising or problems /potential problems.
Assist with the organisation of seasonal clinics, including Covid- vaccinations and flu vaccinations, admin support and room planning.
Reviewing and updating all reception procedures as required.
Develop, implement, and embed efficient reception processes and procedures to adhere to legislation.
Coordinate and produce meeting agendas and record the minutes of meetings as required.
Safeguarding
The GP Practice is committed to safeguarding and promoting the welfare of children, adults, and young people. We expect all staff to be trained in adult and child safeguarding. This training will equip the post holder with the knowledge of what to do if they have concerns about the welfare of a child or adult.
Data Confidentiality
Benchill Medical Practice is governed by the Data Protection Act 1998 and the General Data Protection Regulation (GDPR) and the following should be done to help us to comply with these legislations:
Maintaining data confidentiality as 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 Benchill Medical Practice information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorized 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 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 own and others 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 recognized 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 jobholders 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, toinclude:
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 and 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 within Benchill Medical Practice
Taking responsibility for their 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
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 guidance will affect own work
Participate in audit where appropriate.
Other Duties
Anyother duties, as agreed with the line manager to meet the needs of the organisation.
This job description is an outline of the key responsibilities of the role and is not intended as an exhaustive list. The job may change after the initial three months to reflect the roles and responsibilities required.
Person Specification
Experience
Essential
- Experience of working with the general public.
- Leading and Supporting a team
Desirable
- Experience of working in an administrative environment.
- Experience of working in a health care setting.
Knowledge
Essential
- Excellent communication skills (written & oral)
- Strong IT skills
- Clear, polite, professional & telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning & organising)
- Ability to work as a team member autonomously.
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedures
Desirable
- EMIS Web user skills
Personal Qualities
Essential
- Able to follow instructions.
- Polite and Confident
- Flexible and cooperative, prepared to work flexible hours.
- Motivated
- Forward thinker
- High levels of integrity (confidentiality & discretion and loyalty)
- Sensitive and empathic in distressing situations.
- Ability to work under pressure
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- AMSPAR Receptionist qualification or similar
- NVQ Level 2 in Health and Social Care
Special Attributes
Essential
- Ability to recognise and adhere to the need for strict confidentiality
- Flexible to work and cover shifts to cover holidays and sickness.
Desirable
- Ability to use own judgement, resourcefulness, common sense.
Disposition
Essential
- Self-reliant, helpful, polite, friendly, patience, sympathetic and caring.
Person Specification
Experience
Essential
- Experience of working with the general public.
- Leading and Supporting a team
Desirable
- Experience of working in an administrative environment.
- Experience of working in a health care setting.
Knowledge
Essential
- Excellent communication skills (written & oral)
- Strong IT skills
- Clear, polite, professional & telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning & organising)
- Ability to work as a team member autonomously.
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedures
Desirable
- EMIS Web user skills
Personal Qualities
Essential
- Able to follow instructions.
- Polite and Confident
- Flexible and cooperative, prepared to work flexible hours.
- Motivated
- Forward thinker
- High levels of integrity (confidentiality & discretion and loyalty)
- Sensitive and empathic in distressing situations.
- Ability to work under pressure
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- AMSPAR Receptionist qualification or similar
- NVQ Level 2 in Health and Social Care
Special Attributes
Essential
- Ability to recognise and adhere to the need for strict confidentiality
- Flexible to work and cover shifts to cover holidays and sickness.
Desirable
- Ability to use own judgement, resourcefulness, common sense.
Disposition
Essential
- Self-reliant, helpful, polite, friendly, patience, sympathetic and caring.
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.
Employer details
Employer name
Benchill Medical Practice
Address
Brownley Green Health Centre
171 Brownley Road
Wythenshawe
Manchester
M22 9UH
Employer's website
https://www.benchillmedicalpractice.co.uk (Opens in a new tab)
Employer details
Employer name
Benchill Medical Practice
Address
Brownley Green Health Centre
171 Brownley Road
Wythenshawe
Manchester
M22 9UH
Employer's website
https://www.benchillmedicalpractice.co.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Details
Date posted
03 April 2024
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time, Job share
Reference number
A2071-24-0001
Job locations
Brownley Green Health Centre
171 Brownley Road
Wythenshawe
Manchester
M22 9UH
Supporting documents
Privacy notice
Benchill Medical Practice's privacy notice (opens in a new tab)