Job summary
We are looking for a friendly, confident individual to join our forward-thinking team here at Glenroyd Medical. The job role includes working on our busy Reception, as well as being responsible for the booking of appointments, following extensive training, on our busy phone lines and the use of our new booking system, Patchs.
The job role is very patient focused and we expect a high level of care and pride to be shown in our chosen candidates work ethic.
We are looking for a full time role (37.5hrs), working Monday-Friday on a shift pattern between 7:45am-7pm. Salary is dependent on experience, but will be in line with Band 2 agenda for change.
Please read our Job Description for a more detailed description.
Main duties of the job
The right candidate will have excellent communication skills and be able to show empathy and consideration, whilst maintaining a professional and courteous manner.
We are looking for a positive individual who is able to use their own initiative and is able to assist both the team and our patients, via phone or in person, in an efficient, confident manner.
Please read the Person Specification for a more detailed description.
About us
Glenroyd Medical is set across two sites, therefore the chosen candidate will be required to work across both, if needed.
We currently have an innovative and extensive team of highly skilled clinicians, including GP's, Advanced Clinical Practitioners, a designated Visiting Team, as well as Clinical Pharmacists, Practice Nurses and HCA's. We are also a Training Practice meaning we continue to support Doctors who are mid-way through their medical training.
We also have a very knowledgeable and experienced administration team, including our Secretaries, Admin and Reception team, who cover both sites.
We welcome and support the growth and further development of all of our team members as well as offering our employees the chance to enrol in the NHS pension. We also offer our employees the option of being able to join Benenden Health, a private healthcare, which offers access a private 24/7 GP, mental health services and access to quicker diagnosis and treatment.
Job description
Job responsibilities
DR S A SHEARER & PARTNERS
JOB TITLE:MEDICAL RECEPTIONIST
REPORTS TO:ADMIN & RECEPTION MANAGER/ASSISTANT PRACTICE MANAGER/PRACTICE MANAGER
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 of written protocols
- Pulling/filing notes when required and updating as necessary
- Deal with requests for patient notes from the Health Authority
- Ensure adequate stationery is on the reception desk
- Use of Microsoft Outlook to retrieve/send emails
- Display practice leaflets in the designated holders and on the reception desk
- Attach the out of hours case sheets using Docman and highlight any action to be taken
- Scan and attach documents onto the EMIS clinical system via Docman
- Process Docman workflow in a timely manner
- Action tasks sent through Emis Web in a timely manner
Reception
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
- Handing completed repeat prescriptions to patients and checking names and addresses
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
- Action requests for fit notes
- When covering reception to monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
- Deal with practice tasks and book appointments accordingly
Appointments
- Ensure total familiarity with all appointment systems including regular and incidental variations
- Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
- Monitor effectiveness of the system and report any problems or variations to the Management Team
- Deal with home visits requests and check the home visit screen to provide summary printouts for the clinician
- Deal with late call requests
Computer
- Registrations of new patients computer data entry and medical records
- Process patients changes of address computer data and medical records (have knowledge of practice boundary)
- Process repeat prescription requests in accordance with practice guidelines
Telephone
- Ensure prompt logging on to the telephone system
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Cover for colleagues when necessary
Other Tasks
- Ensure rooms are ready to use before and after surgeries
- Ensure adequate stationery in all consulting rooms
- Ensure all noticeboards are tidy in all consulting rooms
- Ensure building security have thorough knowledge of doors/windows/alarm
- Tidy the waiting area in turn with your colleagues
- Ensure the childrens toy area is clean by using an antibacterial product
- Make and serve refreshments, ensuring the kitchen is kept clean and tidy
- Undertaken any additional duties appropriate to the post as requested by the Partners and Management Team
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
Safeguarding:
Our organisation is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and post holders to share this commitment.
Legislation places a statutory duty on all organisations and professionals to work together in the interest of protecting vulnerable children, young people and vulnerable adults. All healthcare professionals, including those staff and volunteers who work within a healthcare setting have a duty to safeguard and support the welfare of children, young people and vulnerable adults and our organisation is committed to this principle. The Practice will provide training and induction programmes to include safeguarding to all existing and new staff and volunteers to promote these aims and raise awareness of the duties and responsibilities it places on our staff.
All health professionals working directly with children, young people and vulnerable adults should ensure that safeguarding and promoting welfare forms an integral part of all stages of the care they offer. Other health professionals who come into contact with children, young people and vulnerable adults, parents and carers in the course of their work also need to be aware of their safeguarding responsibilities.
Special attention should be given to our existing policies regarding Safeguarding and Domestic Violence.
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
- 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 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
DR S A SHEARER & PARTNERS
JOB TITLE:MEDICAL RECEPTIONIST
REPORTS TO:ADMIN & RECEPTION MANAGER/ASSISTANT PRACTICE MANAGER/PRACTICE MANAGER
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 of written protocols
- Pulling/filing notes when required and updating as necessary
- Deal with requests for patient notes from the Health Authority
- Ensure adequate stationery is on the reception desk
- Use of Microsoft Outlook to retrieve/send emails
- Display practice leaflets in the designated holders and on the reception desk
- Attach the out of hours case sheets using Docman and highlight any action to be taken
- Scan and attach documents onto the EMIS clinical system via Docman
- Process Docman workflow in a timely manner
- Action tasks sent through Emis Web in a timely manner
Reception
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
- Handing completed repeat prescriptions to patients and checking names and addresses
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
- Action requests for fit notes
- When covering reception to monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
- Deal with practice tasks and book appointments accordingly
Appointments
- Ensure total familiarity with all appointment systems including regular and incidental variations
- Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
- Monitor effectiveness of the system and report any problems or variations to the Management Team
- Deal with home visits requests and check the home visit screen to provide summary printouts for the clinician
- Deal with late call requests
Computer
- Registrations of new patients computer data entry and medical records
- Process patients changes of address computer data and medical records (have knowledge of practice boundary)
- Process repeat prescription requests in accordance with practice guidelines
Telephone
- Ensure prompt logging on to the telephone system
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Cover for colleagues when necessary
Other Tasks
- Ensure rooms are ready to use before and after surgeries
- Ensure adequate stationery in all consulting rooms
- Ensure all noticeboards are tidy in all consulting rooms
- Ensure building security have thorough knowledge of doors/windows/alarm
- Tidy the waiting area in turn with your colleagues
- Ensure the childrens toy area is clean by using an antibacterial product
- Make and serve refreshments, ensuring the kitchen is kept clean and tidy
- Undertaken any additional duties appropriate to the post as requested by the Partners and Management Team
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
Safeguarding:
Our organisation is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and post holders to share this commitment.
Legislation places a statutory duty on all organisations and professionals to work together in the interest of protecting vulnerable children, young people and vulnerable adults. All healthcare professionals, including those staff and volunteers who work within a healthcare setting have a duty to safeguard and support the welfare of children, young people and vulnerable adults and our organisation is committed to this principle. The Practice will provide training and induction programmes to include safeguarding to all existing and new staff and volunteers to promote these aims and raise awareness of the duties and responsibilities it places on our staff.
All health professionals working directly with children, young people and vulnerable adults should ensure that safeguarding and promoting welfare forms an integral part of all stages of the care they offer. Other health professionals who come into contact with children, young people and vulnerable adults, parents and carers in the course of their work also need to be aware of their safeguarding responsibilities.
Special attention should be given to our existing policies regarding Safeguarding and Domestic Violence.
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
- 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 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
Experience
Essential
- Previous experience of working within a GP practice Experience of dealing with members of the public Previous Customer services experience
Desirable
- Previous experience of being able to work without direct supervision
Qualifications
Essential
- 5 GCSEs grade C/4 or above, including Maths and English Numerate and IT literate including use of Word and Excel, at least at basic level
Knowledge and Skills
Essential
- Proficient telephone skills Above average communicator, both written and verbal
Desirable
- Knowledge of medical terminology, basic/intermediate Familiar with Docman/EMIS Web software Proficient keyboard/typing skills
Person Specification
Experience
Essential
- Previous experience of working within a GP practice Experience of dealing with members of the public Previous Customer services experience
Desirable
- Previous experience of being able to work without direct supervision
Qualifications
Essential
- 5 GCSEs grade C/4 or above, including Maths and English Numerate and IT literate including use of Word and Excel, at least at basic level
Knowledge and Skills
Essential
- Proficient telephone skills Above average communicator, both written and verbal
Desirable
- Knowledge of medical terminology, basic/intermediate Familiar with Docman/EMIS Web software Proficient keyboard/typing skills
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.