Job summary
We are looking to recruit a motivated and enthusiastic Receptionist / Administrator to join our friendly and supportive team in a busy doctors surgery in Calne, Wiltshire.
You will need to deal with people at all levels in a calm and courteous manner, even when under pressure.
We are looking for strong team players who enjoy a challenge. If you have excellent people skills, good computer skills and a flexible approach to working, we would love to hear from you.
Your normal days and hours of work are as follows and you are also expected to take a share of 8pm finishes:
Week One:- Monday to Friday 8:30am-5pm
Week Two:- Monday to Friday 10am-6:30pm
Main duties of the job
Call handling
Signposting
Admin
Appointment booking
Answer queries from patients and other staff
Scanning incoming hospital letters
About us
Team Northlands is a busy, friendly and supportive training practice in the heart of beautiful Wiltshire. For more information about us and our services, please go to www.northlands-surgery.co.uk
- GMS practice with 13,700 patients
- Good CQC rating
- SystmOne / Ardens
- High QOF achievement
- Experienced clinical team
- Excellent admin support
- Actively involved in our ICB and PCN
- Thriving Patient Participation Group
- Independent pharmacy attached.
This job ad may close earlier than the closing date if lots of applications are received.
Job description
Job responsibilities
Job responsibilities:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- 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
- Enter patient information on to the computer as required
- Taking messages and passing on information
- Filing and retrieving paperwork
- 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
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure that all new patients are registered onto the computer system promptly and accurately
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Undertake any other additional duties appropriate to the post as requested by the Practice Manager.
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 and 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 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.
Professional / Personal 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.
Job description
Job responsibilities
Job responsibilities:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- 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
- Enter patient information on to the computer as required
- Taking messages and passing on information
- Filing and retrieving paperwork
- 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
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure that all new patients are registered onto the computer system promptly and accurately
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Undertake any other additional duties appropriate to the post as requested by the Practice Manager.
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 and 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 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.
Professional / Personal 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.
Person Specification
Qualifications
Essential
- Good level of education including
- GCSE grade A to C in English and Maths
Desirable
- Receptionist / customer service training
Experience
Essential
- Experience of working with the general public.
- Experience of working in a busy office or reception setting.
- Experience of working in a team environment.
Desirable
- Experience of working in a healthcare setting.
Personal Qualities
Essential
- Polite and confident.
- Flexible & willing to help.
- High levels of integrity and confidentiality.
- Empathetic in distressing situations.
- Ability to remain calm in difficult situations.
Person Specification
Qualifications
Essential
- Good level of education including
- GCSE grade A to C in English and Maths
Desirable
- Receptionist / customer service training
Experience
Essential
- Experience of working with the general public.
- Experience of working in a busy office or reception setting.
- Experience of working in a team environment.
Desirable
- Experience of working in a healthcare setting.
Personal Qualities
Essential
- Polite and confident.
- Flexible & willing to help.
- High levels of integrity and confidentiality.
- Empathetic in distressing situations.
- Ability to remain calm in difficult situations.
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.