GP Receptionist

Job description

Job responsibilities

Job Summary: The purpose of the role is to:

Offer 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

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the practice

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Job Responsibilities: Duties may be varied from time to time under the direction of the Practice Manager/Reception Supervisor, dependent on current and evolving practice workload and staffing levels:

• Adhere to staff rota and responsibilities
• 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
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Sign-Posting to other services
• 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 members and associated healthcare agencies and providers
• Clearing and re-stock consulting rooms as required
• Providing clerical assistance to practice as required from time to time, including word/data processing, filing, photocopying and scanning
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy
• Responsible for organising locum cover for GPs when required
• Ordering, re-ordering and monitoring of stationery and other supplies
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

• Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols (have thorough knowledge of doors/windows/alarm)
• Tidy rooms after surgeries ensuring clean couch role for the following sessions
• Ensure waiting rooms/leaflets are also kept tidy and Notice boards up-to date (nothing duplicated)
• 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 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, 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

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• AMSPAR Receptionist Qualification
• NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of customer service and/or working with the general public

Desirable

• Experience of working as a Receptionist in a GP Surgery

Other

Essential

• Flexibility to work outside of core office hours and cover sickness/holidays at short notice
• DBS check (This can be arranged by surgery)
• Personal Qualities
• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Skills
• Excellent communication skills Strong IT skills
• Competent in the use of Microsoft Office and Outlook
• Effective time management
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Desirable

• Experience of using clinical applications such as EMIS Web and AccuRx

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

Greenbank Drive GP Surgery

Address

8 Greenbank Drive

Sefton Park

Liverpool

Merseyside

L17 1AW

Employer's website

https://www.greenbankdrivesurgery.nhs.uk (Opens in a new tab)