Job summary
Are you an experienced Receptionist looking for
a challenge to promote your existing skills in a more senior role in Primary
Care. If you are then this role could be for you!
Due to retirement in December 2023 we have an exciting opportunity for
an accomplished and highly motivated, professional GP Receptionist , to join the team.
We are looking for a part time Receptionist to work with
our friendly and supportive team at Duncan Street Primary Care Centre, 24 hours a week across 4 days. The hours will be Monday, Tuesday & Wednesday 8-2pm and Friday 12.30 - 6.30pm.
Essentially, candidates must be familiar with working in a Primary Care
setting, conscientious, provide solid leadership with a can do and forward-thinking positive attitude, combined
with competency in office IT, excellent people management, and organizational skills at all levels, but above all trustworthy, reliable and dedicated.
This is a well-established advanced training medical practice, respected
by patients for its high standard of patient care, collaborative working,
training GP registrars and research.
Duncan Street Primary Care Centre is a 11,000 plus patient practice with
an increasing list size. We have a team of Doctors, an advance Nurse
Practitioner, Two Practice Nurses, Clinical Pharmacist, Physician's Associate,
Mental Health Nurse Practitioner, Diabetic Specialist plus health professions
from our Primary Care Network team who are all supported
by administration, secretarial and reception teams.
Main duties of the job
- The main duties of the role will be;
- Answering the telephone calls between 8-10am and 1-2pm (Monday - Wednesday and Friday 1-2pm.
- Responsible for the day-to-day management of the reception and administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
- Responsible for the clinical staff Rota planning, Baby Immunisation Clinics, 6 Weekly Baby Checks and adding to EMIS and making daily changes where needed.
- Responsible for the Staff's Rota (Processing 4 weeks in advance)
- Supporting the Practice Manager with ad hock Project work as and when required
- Supporting the GP Partner with Clinical Coding as and where required (Training will be provided)
- Responsible for all Health and Safety with the support from the Practice Manager
- Supporting the Practice Manager as and where required in their absence
- Supporting the Practice Manager with any CQC Preparation
- Dealing with Reception / Administrative Complaints
- Ensuring Annual Leave is approved / Rejected for all reception / Admin staff
- Responsible with making sure there is always cover with any staff abscence
About us
We have over 11,000 patients and we are a training practice and part of
the Wolverhampton Total Health Primary Care Network. (PCN).
We are a large friendly practice with 1 GP partner, 4 salaried GP's, 2 nurses,
advanced Practice Nurse, Physician Associate, Diabetic Nurse Specialist, a Physio,
Mental Health Nurse and Clinical Pharmacist. We are a well-established training
practice where we have registrars that rotate regularly.
Job description
Job responsibilities
Main duties of the job
- Responsible for the day-to-day reception and administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
- Responsible for answering the phones between 8 10am and 1-2pm daily to help support the team with demands.
- Responsible for delegating, overseeing and managing the workload of the Receptionist/Administration as well as providing support and training to these staff.
- Responsible for monitoring the Phone dashboard and call monitoring as and when required.
- Responsible for the management of the staff Rotaensuring there is a minimum of 4 weeks of rotas and sufficient cover on reception rotas.
- Responsible for all reception / Admin authorisation of annual leave, ensuring at all times there is sufficient cover.
- Responsible for extended Hours rota and input on EMIS clinical system to include GP and Nurses.
- Responsible for ensuring the smooth running of all designated Reception/ Admin areas.
- Responsible for staff to have up to date Care Navigation to support the reception / Admin team and update any documentation regularly.
- Work closely with the Clinical staff, Practice Manager and Senior Partner
- To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
- To carry out receptionist duties when required/necessary to do so and to muck in with the team when short staffed or in periods of absences
- To pro-actively work to diffuse complaints at an early stage at Reception.
- To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies.
- To work with the Practice Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
- Assist the Practice Manager in updating all policies and procedures relating to the Practice where required and any that fall in line with the Senior Receptionists Role.
- Health and Safety lead and responsible for all health and safety and keeping Team Net Updated (Training will be given)
- Support the Practice Manager with ad hock Project Work as and when required
- Ensure all reception / Admin staff Mandatory training is up to date.
- Job responsibilities
- Ensure adequate staffing levels are covered with the Reception Rota with this being done 4 weeks in advance and circulated to reception / admin teams.
- Deal with general day-to-day queries from reception / admin staff members.
- Deal with general telephone enquiries from patients and general public.
- Manage bereavements, Nurse Clinics and over see overall work
- Work closely with the Practice Manager and others to evaluate staffing establishment and training requirements associated with Reception and admin teams.
- Support the GP Partner with any clinical Coding as and when required (Training will be given)
- Ensure all visitors / Third Party are signing in and out following Practice procedures.
- Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
- Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner and put away by a designated staff member.
- Actively ensure all Reception areas, meeting rooms, kitchen spaces, waiting areas and medical records storage areas are kept free of clutter, clean and tidy. (This is everyones responsibility)
- Make sure with staff that the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
- Ensure all issues raised by other staff are investigated and dealt with and reported to the Practice Manager.
- Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
- Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and any Invoices given to Practice Manager
- Carry out staff updates at Practice opening times and shift handover and update the Reception communication board as and when required.
- Follow all reasonable management requests from the Practice Manager / Senior partner.
- Prepare Agenda for Reception / Admin Meeting, lead and take minutes, action log and circulate and upload on Team Net.
- Oversee the processing of repeat prescriptions and staff workloads
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
- To ensure admin tasks are covered if the Admin Team are on annual leave / sickness with Medical Reports, Path Links, Recalls, Searches and new Registrations (where necessary)
- To ensure staffing levels are covered in any absences and a designated staff member or yourself can multiskillwith admin tasks so all work is covered / completed.
- Support Admin in the responsibility for assisting with ad hoc Smartcard issues and queries in the IT Admins absence. (Training will be provided)
- Responsible for the 6-week baby immunisation'sadding onto the Clinical Rota
- Responsible for all staff to have the chaperone training and participate in chaperoning.
Human Resources
- Take responsibility for the operational line management of staff working in the reception and administrator / Secretarial roles.
- Carry out the reception and administrator teams annual appraisals and, their return to work interviews after short periods of sick or other leave alongside the Practice Manager
- Involvement in the recruitment process for new members of the reception and administrator teams, from evaluating staffing requirements through to the employees Induction.
- Develop, arrange and carry out staff induction, training and development opportunities for the reception and administrator teams, liaising with the Practice Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
- Work closely with the Practice Manager and Senior Partner to involve staff as appropriate in the introduction of any change.
- Assisting with Disciplinary and Grievance procedures, this could include investigations, meetings and note taking if applicable.
- Take responsibility for cross line management when the Practice Manager is absent, ensuring line management duties are carried out and any other duties required.
- Organise and manage inductions for new staff in the reception and administrator teams.
- Assist the Practice Manager in ensuring all policies and procedures are up to date relating to Reception and administrator teams, ensuring that all relevant staff have read the policies.
- Deal with requests for annual leave/TOIL/time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the Practice Manager as appropriate.
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
Finance
- Take responsibility for ensuring all petty cash, receipts are taken and stored safely.
- Ordering appropriate Clinical stock
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
Note
This is not intended to be an exhaustive list of responsibilities, and it is expected that the successful applicant will participate in a wide range of activities.
Job description
Job responsibilities
Main duties of the job
- Responsible for the day-to-day reception and administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
- Responsible for answering the phones between 8 10am and 1-2pm daily to help support the team with demands.
- Responsible for delegating, overseeing and managing the workload of the Receptionist/Administration as well as providing support and training to these staff.
- Responsible for monitoring the Phone dashboard and call monitoring as and when required.
- Responsible for the management of the staff Rotaensuring there is a minimum of 4 weeks of rotas and sufficient cover on reception rotas.
- Responsible for all reception / Admin authorisation of annual leave, ensuring at all times there is sufficient cover.
- Responsible for extended Hours rota and input on EMIS clinical system to include GP and Nurses.
- Responsible for ensuring the smooth running of all designated Reception/ Admin areas.
- Responsible for staff to have up to date Care Navigation to support the reception / Admin team and update any documentation regularly.
- Work closely with the Clinical staff, Practice Manager and Senior Partner
- To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
- To carry out receptionist duties when required/necessary to do so and to muck in with the team when short staffed or in periods of absences
- To pro-actively work to diffuse complaints at an early stage at Reception.
- To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies.
- To work with the Practice Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
- Assist the Practice Manager in updating all policies and procedures relating to the Practice where required and any that fall in line with the Senior Receptionists Role.
- Health and Safety lead and responsible for all health and safety and keeping Team Net Updated (Training will be given)
- Support the Practice Manager with ad hock Project Work as and when required
- Ensure all reception / Admin staff Mandatory training is up to date.
- Job responsibilities
- Ensure adequate staffing levels are covered with the Reception Rota with this being done 4 weeks in advance and circulated to reception / admin teams.
- Deal with general day-to-day queries from reception / admin staff members.
- Deal with general telephone enquiries from patients and general public.
- Manage bereavements, Nurse Clinics and over see overall work
- Work closely with the Practice Manager and others to evaluate staffing establishment and training requirements associated with Reception and admin teams.
- Support the GP Partner with any clinical Coding as and when required (Training will be given)
- Ensure all visitors / Third Party are signing in and out following Practice procedures.
- Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
- Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner and put away by a designated staff member.
- Actively ensure all Reception areas, meeting rooms, kitchen spaces, waiting areas and medical records storage areas are kept free of clutter, clean and tidy. (This is everyones responsibility)
- Make sure with staff that the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
- Ensure all issues raised by other staff are investigated and dealt with and reported to the Practice Manager.
- Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
- Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and any Invoices given to Practice Manager
- Carry out staff updates at Practice opening times and shift handover and update the Reception communication board as and when required.
- Follow all reasonable management requests from the Practice Manager / Senior partner.
- Prepare Agenda for Reception / Admin Meeting, lead and take minutes, action log and circulate and upload on Team Net.
- Oversee the processing of repeat prescriptions and staff workloads
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
- To ensure admin tasks are covered if the Admin Team are on annual leave / sickness with Medical Reports, Path Links, Recalls, Searches and new Registrations (where necessary)
- To ensure staffing levels are covered in any absences and a designated staff member or yourself can multiskillwith admin tasks so all work is covered / completed.
- Support Admin in the responsibility for assisting with ad hoc Smartcard issues and queries in the IT Admins absence. (Training will be provided)
- Responsible for the 6-week baby immunisation'sadding onto the Clinical Rota
- Responsible for all staff to have the chaperone training and participate in chaperoning.
Human Resources
- Take responsibility for the operational line management of staff working in the reception and administrator / Secretarial roles.
- Carry out the reception and administrator teams annual appraisals and, their return to work interviews after short periods of sick or other leave alongside the Practice Manager
- Involvement in the recruitment process for new members of the reception and administrator teams, from evaluating staffing requirements through to the employees Induction.
- Develop, arrange and carry out staff induction, training and development opportunities for the reception and administrator teams, liaising with the Practice Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
- Work closely with the Practice Manager and Senior Partner to involve staff as appropriate in the introduction of any change.
- Assisting with Disciplinary and Grievance procedures, this could include investigations, meetings and note taking if applicable.
- Take responsibility for cross line management when the Practice Manager is absent, ensuring line management duties are carried out and any other duties required.
- Organise and manage inductions for new staff in the reception and administrator teams.
- Assist the Practice Manager in ensuring all policies and procedures are up to date relating to Reception and administrator teams, ensuring that all relevant staff have read the policies.
- Deal with requests for annual leave/TOIL/time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the Practice Manager as appropriate.
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
Finance
- Take responsibility for ensuring all petty cash, receipts are taken and stored safely.
- Ordering appropriate Clinical stock
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
Note
This is not intended to be an exhaustive list of responsibilities, and it is expected that the successful applicant will participate in a wide range of activities.
Person Specification
Experience
Essential
- Essential
- English and Maths GCSE grade C or above.
- Ability and skills to manage and motivate staff.
- Ability to work within a management team.
- Ability to deal with external organisations and third-party stakeholders at all levels
- Ability to carry out staff appraisals with the support of the Practice Manager
- Knowledge and skills of line management including being involved in recruitment, staff training and being able to motivate a team.
- Excellent leadership skills.
- Over 6 months experience in a senior role. (Managing a team)
- Experience of chairing meetings, producing agendas and minutes.
- Ability to carry out complex administration and record keeping in an office environment.
- Ability to understand and learn new software and administrative procedures.
- Accurate and thorough approach.
- IT literate, including experience in using Word and Excel at intermediate level, proficient at using email and the internet.
- Ability to work in a changing environment and work under pressure.
- Experience of dealing with members of the public.
- Experience of dealing with Complaints
- Experience of working in a Primary Care Setting
Person Specification
Experience
Essential
- Essential
- English and Maths GCSE grade C or above.
- Ability and skills to manage and motivate staff.
- Ability to work within a management team.
- Ability to deal with external organisations and third-party stakeholders at all levels
- Ability to carry out staff appraisals with the support of the Practice Manager
- Knowledge and skills of line management including being involved in recruitment, staff training and being able to motivate a team.
- Excellent leadership skills.
- Over 6 months experience in a senior role. (Managing a team)
- Experience of chairing meetings, producing agendas and minutes.
- Ability to carry out complex administration and record keeping in an office environment.
- Ability to understand and learn new software and administrative procedures.
- Accurate and thorough approach.
- IT literate, including experience in using Word and Excel at intermediate level, proficient at using email and the internet.
- Ability to work in a changing environment and work under pressure.
- Experience of dealing with members of the public.
- Experience of dealing with Complaints
- Experience of working in a Primary Care Setting
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.