Job summary
We have exciting opportunities for a receptionist.
Bushloe
Surgery is supported by 5 partners, 5 salaried GPs and 4 Registrar GPs. We are
based in a purpose built new medical centre in Wigston, providing a wide range
of services to a patient list of around 12,000.
We are also a teaching practice, teaching both medical students and GP
registrars.
The successful candidate
should have good verbal and written communication skills, and be able to
demonstrate excellent customer service. Good computer skills are essential.
You will need to have a positive, calm, friendly,
hardworking attitude, and be able to work as part of a busy team.
Hours to be negotiated,
approximately 37 full time hours, days to be discussed. We require flexibility and assistance in covering
holidays and absence. Previous experience would be preferred but full training
can be provided for the right candidate.
Please send your CV and covering letter to Diane Elliott, Patient Services Manager at diane.elliott6@nhs.net
Bushloe Surgery
Two Steeples Medical Centre
Abington Close
Wigston
LE18 2EW
www.bushloesurgery.co.uk
Main duties of the job
Our reception team have a varied role covering the reception desks to book patients in for appointments, answering phone calls to triage requests and book them with the most appropriate clinician, taking prescription requests and answering queries.
The team are also expected to keep on top of tasks that are entered into the System1 workflow and also our online requests system.
Excellent teamwork is essential as is using your initiative to manage workload.
About us
Our surgery is based in a modern building in South Wigston with parking available for staff. The reception team which currently has 10 staff, is led by Andrea Moore (Patient Services Team Lead) and overseen by Diane Elliot (Patient Services Manager) The team pride themselves on their teamwork and delivering an excellent service to all our our patients.
Full training will be given and the team fully support newer members of staff, ensuring they become competent quickly in the role.
Staff are entitled to 5 weeks holiday plus bank holidays (or equivalent for part time staff) plus an additional day of birthday leave.
Our reception team are expected to wear black and look presentable and professional. A scarf will be issued for wear in the Autumn and Winter months.
Job description
Job responsibilities
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 with written protocols
- Scanning and photocopy as requested
Reception
- Receiving patients consulting with members of Practice team
- Handling completed repeat prescriptions to patient and checking date of birth and name and address details
- Be able to cover all reception positions as necessary
Appointments
- Process appointment requests for same day and future appointments from patients by telephone and in person
- Deal with home visit requests
Computer
- Process patients change of address computer data and medical records (have knowledge of Practice area)
- Process the completion of tasks sent in relation to patients for various purposes
- Process repeat prescription request in accordance with Practice guidelines
Telephone
- Have good knowledge of telephone system
- Be confident in handling all types of calls received to the Practice system in a courteous and timely manner
Other Tasks
- Clear reception/rooms after surgeries
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Provide refreshments as required to members of the Practice team
- 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 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 which is welcoming to 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 individual annual performance appraisal, 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
- Use of online teaching portal to complete particular modules regarded as compulsory by the practice
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 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 with written protocols
- Scanning and photocopy as requested
Reception
- Receiving patients consulting with members of Practice team
- Handling completed repeat prescriptions to patient and checking date of birth and name and address details
- Be able to cover all reception positions as necessary
Appointments
- Process appointment requests for same day and future appointments from patients by telephone and in person
- Deal with home visit requests
Computer
- Process patients change of address computer data and medical records (have knowledge of Practice area)
- Process the completion of tasks sent in relation to patients for various purposes
- Process repeat prescription request in accordance with Practice guidelines
Telephone
- Have good knowledge of telephone system
- Be confident in handling all types of calls received to the Practice system in a courteous and timely manner
Other Tasks
- Clear reception/rooms after surgeries
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Provide refreshments as required to members of the Practice team
- 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 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 which is welcoming to 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 individual annual performance appraisal, 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
- Use of online teaching portal to complete particular modules regarded as compulsory by the practice
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
Experience
Essential
- Experience of working in a similar role is not essential as full training will be given.
- Candidates should have good computer skills and be able to talk clearly and confidently to patients and colleagues.
Desirable
- Experience of a customer facing role is desirable.
- A calm, efficient manner is desirable.
Person Specification
Experience
Essential
- Experience of working in a similar role is not essential as full training will be given.
- Candidates should have good computer skills and be able to talk clearly and confidently to patients and colleagues.
Desirable
- Experience of a customer facing role is desirable.
- A calm, efficient manner is desirable.
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.