Receptionist - Tonyfelin Medical Centre

Job description

Job responsibilities

Job Summary:

The post holder will work as part of a team of reception staff at Tonyfelin Medical Centre.

The post holder will receive, assist and direct patients in accessing the most appropriate service or healthcare professional in a courteous, efficient and professional manner. This will be by telephone or face to face.

In addition to general reception duties, the post holder will undertake administrative duties as required.

Key Areas of Responsibility:

• Ensure a professional and efficient reception service is provided to patients and other visitors face to face and over the telephone.

• Deal with general enquiries and explain practice procedures where required.

• Make new and follow-up appointments with the correct clinician.

• Communicate test results in an accurate manner.

• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

• Enter patient information on to the practice clinical system as required.

• Process routine prescriptions and deal with basic enquiries forwarding any other requests to the Prescription Team.

• Receive payment for non-NHS services provided.

• Open and distribute practice mail.

• Keep the waiting area tidy and ensure information is up to date.

• General administrative duties; sending emails, scanning correspondence and liaising with other healthcare professionals appropriately.

• Opening and closing the Surgery following the correct procedures.

• Undertake a share of communal duties and any other additional duties appropriate to the post as requested by the Reception Supervisor, Deputy Practice Manager, Practice Manager or Partners.

All staff at Tonyfelin Medical Centre have a duty to conform to the following:

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and always maintain confidentiality. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creating an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the management team.

Leave

All personnel are entitled to take leave. Line managers are to ensure all their staff are encouraged to take all their leave entitlement.

Professional Conduct

At Tonyfelin Medical Centre, staff are required to dress appropriately for their role.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being, and safety. You have a duty to take reasonable care of health and safety at work for you, your team, and others, to cooperate with employers to ensure compliance with health and safety requirements and to report problems directly to the management team.

All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Safeguarding Childrenand Adults

All employees have a duty to safeguard and promote the welfare of children and adults and are required to act in such a way that always safeguards their health and wellbeing. Familiarisation with and adherence to national and local safeguarding adults and childrens policies are an essential requirement upon all employees. Tonyfelin Medical Centre has specific safeguarding policies and in addition, employees also have a responsibility to practice and work within the multi-agency policy developed by the Safeguarding Adults Board and the Safeguarding Children Board. Staff will participate in related mandatory/statutory training.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

All staff should follow information governance policy and training to ensure that information security and confidentiality is always maintained.

Service Delivery

Staff at Tonyfelin Medical Centre must adhere to the information contained with practice policies, ensuring protocols are always adhered to. Staff will be given detailed information during the induction process regarding policy and procedure.

Sustainability and climate change

All staff are expected to take responsibility for the reduction of carbon emissions within their area of the organisation. This may relate to reducing energy consumption, making low carbon travel choices, consideration of goods and services being purchased, and waste reduction.

Person Specification

Qualifications

Essential

• Good general education including GCSE passes in Maths and English or equivalent

Desirable

• NVQ in Customer Service or Administration

Experience

Essential

• Customer service / reception work experience
• Excellent customer service skills
• Excellent verbal and written communication skills
• Good IT skills, understanding of Microsoft Office applications such as - word, excel etc
• An understanding, acceptance and adherence to the need for strict patient confidentiality
• Good time management
• Able to demonstrate compassion, empathy and understanding
• Able to work as part of a multi-skilled team
• Able to remain calm under pressure
• Able to work in a constantly changing environment
• Able to work on own initiative and without direct supervision
• Polite, friendly and articulate manner
• Flexible approach with hours of work

Desirable

• NHS experience, ideally as a medical receptionist in General Practice
• Familiar with INPS Vision clinical system or experience of working with other electronic patient records

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

GP Practice in Wales

Address

Tonyfelin Medical Centre

Bedwas Road, Tonyfelin Surgery

Bedwas

Caerphilly

CF83 1XP

Employer's website

https://gpwales.co.uk (Opens in a new tab)