Job summary
An opportunity has arisen for a Medical Receptionists to join our friendly team.
We are a busy, single site training practice providing services for 11,000+ patients. General practice is a challenging environment that requires a calm and caring approach with the ability to work under pressure.
The ideal candidate will be a highly motivated team player who has customer service/patient experience offering excellent communication skills. Training will be provided for the right candidate.
Job share would be considered.
Main duties of the job
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.
About us
At Hartlepool and Stockton Health GP Federation our guiding aim is to improve the health and wellbeing of local people. Relationships are key to everything we do and by working with our practice members and their Primary Care Networks, as well as other local partners, we strive to provide excellent services that help people to live their best lives.
As part of this support, we are hosting this job advert on behalf one of our member practices, Eaglescliffe Medical Practice.
Job description
Job responsibilities
Patient and Community Services
- Face to face contact with patients and visitors
- Welcoming patients and communicating with members of the practice team
- Handling completed repeat prescriptions to patient, and checking names and addresses
- Being able to cover all reception positions as necessary
- Processing requests for both same day and future appointments made by patients in person, by telephone and via email
- Dealing with home visit requests and liaising with GP, community nursing teams, nursing and residential homes, and the patient
Administration
- Having a thorough knowledge of all practice procedures
- Working in accordance with written protocols
- Working with various IT programmes and Clinical Systems
- Photocopying, as requested
- Dealing with daily post
- Entering data
- Processing patients' changes of address using a knowledge of the practice area
- Processing repeat prescription requests in accordance with practice guidelines
- Managing documents, including scanning letters and filing them in patients' clinical records using a document management tool
- Making referrals to community services using NHS email
Telephone
- Have working knowledge of telephone system, during and after hours
- Taking calls and dealing with each request appropriately
- Responding to emergency calls appropriately
Information Governance
- Complying with all Information Governance Policies
- Complying with all systems for data security and protection
- Completing annual IG training
Premises and Equipment
- Clearing rooms after surgeries
- Ensuring building security and reporting any problems
- Maintaining stock and monitoring stationery levels in all rooms
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 ad Safety
The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice health and safety policy, the practice health and 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 health and safety hazards and infection hazards immediately, when recognised
- Keeping own work areas and general / patient areas generally clean, assisting with the maintenance of general standards of cleanliness consistent with the scope of the job holder's role
- Undertaking periodic infection control training (minimum annually)
- 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 people's 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-judgemental 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 your 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 team's performance
- Work effectively with individuals in other agencies to meet patients' needs
- Effectively manage your 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 people's 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 your own work.
- Participate in audit where appropriate
- Any other tasks allocated by managers
Job description
Job responsibilities
Patient and Community Services
- Face to face contact with patients and visitors
- Welcoming patients and communicating with members of the practice team
- Handling completed repeat prescriptions to patient, and checking names and addresses
- Being able to cover all reception positions as necessary
- Processing requests for both same day and future appointments made by patients in person, by telephone and via email
- Dealing with home visit requests and liaising with GP, community nursing teams, nursing and residential homes, and the patient
Administration
- Having a thorough knowledge of all practice procedures
- Working in accordance with written protocols
- Working with various IT programmes and Clinical Systems
- Photocopying, as requested
- Dealing with daily post
- Entering data
- Processing patients' changes of address using a knowledge of the practice area
- Processing repeat prescription requests in accordance with practice guidelines
- Managing documents, including scanning letters and filing them in patients' clinical records using a document management tool
- Making referrals to community services using NHS email
Telephone
- Have working knowledge of telephone system, during and after hours
- Taking calls and dealing with each request appropriately
- Responding to emergency calls appropriately
Information Governance
- Complying with all Information Governance Policies
- Complying with all systems for data security and protection
- Completing annual IG training
Premises and Equipment
- Clearing rooms after surgeries
- Ensuring building security and reporting any problems
- Maintaining stock and monitoring stationery levels in all rooms
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 ad Safety
The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice health and safety policy, the practice health and 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 health and safety hazards and infection hazards immediately, when recognised
- Keeping own work areas and general / patient areas generally clean, assisting with the maintenance of general standards of cleanliness consistent with the scope of the job holder's role
- Undertaking periodic infection control training (minimum annually)
- 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 people's 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-judgemental 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 your 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 team's performance
- Work effectively with individuals in other agencies to meet patients' needs
- Effectively manage your 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 people's 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 your own work.
- Participate in audit where appropriate
- Any other tasks allocated by managers
Person Specification
Skills
Essential
- Excellent Communication Skills (Written and Oral)
- IT Skills
- Clear, Polite Telephone Manner
- Time Management and the Ability to Work to Deadlines
- Problem Solving Skills
- Interpersonal Skills
Qualifications
Essential
- Good Standard of General Education
- GCSE Mathematics C or above
- GCSE English C or above
Desirable
- AMSPAR Receptionist certificate
- NVQI in Customer Care
Experience
Essential
- Experience of Working with the General Public
Desirable
- Experience of Reception Work
- Experience of Working within General Practice
Behaviours
Essential
- Smart, Polite and Confident
- Planning and Organising
- Performing Under Pressure
- Adaptability
- Using Initiative
- Team Working
- Self Motivated
- Flexibility
- Confidentiality
Knowledge
Desirable
- Knowledge of SystmOne Clinical System
Person Specification
Skills
Essential
- Excellent Communication Skills (Written and Oral)
- IT Skills
- Clear, Polite Telephone Manner
- Time Management and the Ability to Work to Deadlines
- Problem Solving Skills
- Interpersonal Skills
Qualifications
Essential
- Good Standard of General Education
- GCSE Mathematics C or above
- GCSE English C or above
Desirable
- AMSPAR Receptionist certificate
- NVQI in Customer Care
Experience
Essential
- Experience of Working with the General Public
Desirable
- Experience of Reception Work
- Experience of Working within General Practice
Behaviours
Essential
- Smart, Polite and Confident
- Planning and Organising
- Performing Under Pressure
- Adaptability
- Using Initiative
- Team Working
- Self Motivated
- Flexibility
- Confidentiality
Knowledge
Desirable
- Knowledge of SystmOne Clinical System
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.
