Job summary
We currently have a vacancy for an experienced Receptionist who will project a positive and friendly image to patients, who is professional, efficient and enthusiastic with a flexible approach to fill the temporary position.
Experience of working in a GP Practice and with EMIS Web would be an advantage but is not essential as full training will be given.
Please note this position is advertised as part time for 15.50 hours per week to cover maternity leave for 9 months with the potential of being extended.
Informal enquiries can be directed to our Assistant Practice Manager, Mrs Jane Harley by telephone on 01544 318472 or email to jane.harley1@nhs.net.
Interview date to be confirmed
Main duties of the job
The successful candidate will be required to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. They will also be required to provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or over the telephone.
They will be required to have a good level of education, full knowledge of the elements of Microsoft Office and be able to demonstrate experience of delivering an excellent service to patients and staff alike in a pressurised environment.
They will need to demonstrate strong communication skills, understand the importance of confidentiality, take pride in their work and be a conscientious team player.
It is important to note that the successful candidate will also be required to undertake sickness and holiday cover in addition to their contracted hours as part of the Reception Team rota.
About us
Taurus Healthcare Ltd is advertising this position on behalf of Weobley & Staunton on Wye Surgeries. This means that Weobley & Staunton on Wye Surgeries is the employing organisation and will make the final decision on appointing candidates.
Taurus Healthcare Ltd, on behalf of Weobley & Staunton on Wye Surgeries, will collate all relevant information for the purpose of recruitment and pre-employment check process. This information will then be securely transferred to Weobley & Staunton on Wye Surgeries.
Weobley & Staunton on Wye Surgeries is a rural dispensing GP surgery, split across two locations caring for approximately 6200 patients. We are approved for GP and medical student training and were awarded a rating of Outstanding in our last CQC review. The Practice has a firm commitment to offer an excellent standard of care to its patients and our is aim is to develop local and modern health services so that our patients can be treated close to where they live.
Job description
Job responsibilities
Duties & Responsibilities:
Administration:
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Filing post in medical records via Docman system
- Photocopy and e-mail as requested
- Ensure courier takes all documentation and samples at the appropriate time
- Open and distribute incoming mail.
Reception:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments
- Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
- Handing completed repeat prescriptions to patients and checking names and addresses
- Be able to cover all reception position as necessary
- Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
Appointments:
- Process appointment requests for today and future appointments from patients by telephone and in person
- Enter requests for home visits into the visits book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
Computer:
- Registrations of new patients - computer data entry and medical records
- Process patient's change of address - computer data and medical records (have knowledge of Practice area)
Telephone:
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Have working knowledge of telephone/bleep system, during and after hours.
Other tasks:
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all the necessary preparations to receive patients
- Ensure all health and safety checks are undertaken within the desired timescales as indicated in the Practice's Health & Safety Policy
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, all electrical equipment has been turned off and the alarm activated
- Make and serve refreshments for the doctors
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 implement and lead on a full range of promotion and management of their own and others' health and safety and infection control as defined in the Practice's Health & Safety Policy, the Practice's Health & Safety Manual, and the Practice's Infection Control Policy and published procedures. This will include (but is not limited to):
- 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 of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the post-holder's role
- Undertaking periodic infection control training
- Reporting potential risks identified
Equality & 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-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
- Attendance at the quarterly Protected Time Meetings
- Attendance at all mandatory and statutory training requirements as indicated by the Practice Manager.
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 whilst embracing the Practice's ethos of recording any errors or near misses, and learning by mistakes without blame
- 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 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 all 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.
This job description is neither exhaustive or exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partners, Practice Manager or Assistant Practice Manager.
Job description
Job responsibilities
Duties & Responsibilities:
Administration:
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Filing post in medical records via Docman system
- Photocopy and e-mail as requested
- Ensure courier takes all documentation and samples at the appropriate time
- Open and distribute incoming mail.
Reception:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments
- Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
- Handing completed repeat prescriptions to patients and checking names and addresses
- Be able to cover all reception position as necessary
- Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
Appointments:
- Process appointment requests for today and future appointments from patients by telephone and in person
- Enter requests for home visits into the visits book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
Computer:
- Registrations of new patients - computer data entry and medical records
- Process patient's change of address - computer data and medical records (have knowledge of Practice area)
Telephone:
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Have working knowledge of telephone/bleep system, during and after hours.
Other tasks:
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all the necessary preparations to receive patients
- Ensure all health and safety checks are undertaken within the desired timescales as indicated in the Practice's Health & Safety Policy
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, all electrical equipment has been turned off and the alarm activated
- Make and serve refreshments for the doctors
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 implement and lead on a full range of promotion and management of their own and others' health and safety and infection control as defined in the Practice's Health & Safety Policy, the Practice's Health & Safety Manual, and the Practice's Infection Control Policy and published procedures. This will include (but is not limited to):
- 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 of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the post-holder's role
- Undertaking periodic infection control training
- Reporting potential risks identified
Equality & 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-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
- Attendance at the quarterly Protected Time Meetings
- Attendance at all mandatory and statutory training requirements as indicated by the Practice Manager.
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 whilst embracing the Practice's ethos of recording any errors or near misses, and learning by mistakes without blame
- 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 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 all 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.
This job description is neither exhaustive or exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partners, Practice Manager or Assistant Practice Manager.
Person Specification
Qualifications
Essential
- Good level of education to GCSE standard or equivalent
Experience
Essential
- Computer literate with excellent keyboard skills
- Self-starter, able to work on own initiative, following set procedures and protcols
Desirable
- Use of clinical system software e.g., EMIS
- GP Practice experience
- Reception/customer care experience
Skills & Abilities
Essential
- Ability to organise own tasks and work systematically
- Working knowledge of Microsoft Office applications
- Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
- Ability to respect confidentiality at all times
Desirable
- An enquiring mind with a willingness to learn new skills and procedures
Knowledge & Understanding
Essential
- Demonstrate an understanding and commitment to good standards of patient care
- Enjoys working as part of a Primary Care Team
- Sensitive to concerns of others without being disproportionately influenced by them
- Flexible in approach to work and ability to cover colleagues during leave/busy periods
Desirable
- Understanding of and commitment to health and safety in the workplace
Personal Attributes
Essential
- Be able to demonstrate an understanding and commitment to working within a large Primary Care Team
- Ability to remain calm under pressure
- Capable of working supervised and unsupervised
- Capable of consistent accuracy and concentration under pressure
- Objective and impartial
- Keen to learn new skills
Desirable
- Self-motivated but aware of limits and authority
- Pragmatic approach to day-to-day irritations
Person Specification
Qualifications
Essential
- Good level of education to GCSE standard or equivalent
Experience
Essential
- Computer literate with excellent keyboard skills
- Self-starter, able to work on own initiative, following set procedures and protcols
Desirable
- Use of clinical system software e.g., EMIS
- GP Practice experience
- Reception/customer care experience
Skills & Abilities
Essential
- Ability to organise own tasks and work systematically
- Working knowledge of Microsoft Office applications
- Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
- Ability to respect confidentiality at all times
Desirable
- An enquiring mind with a willingness to learn new skills and procedures
Knowledge & Understanding
Essential
- Demonstrate an understanding and commitment to good standards of patient care
- Enjoys working as part of a Primary Care Team
- Sensitive to concerns of others without being disproportionately influenced by them
- Flexible in approach to work and ability to cover colleagues during leave/busy periods
Desirable
- Understanding of and commitment to health and safety in the workplace
Personal Attributes
Essential
- Be able to demonstrate an understanding and commitment to working within a large Primary Care Team
- Ability to remain calm under pressure
- Capable of working supervised and unsupervised
- Capable of consistent accuracy and concentration under pressure
- Objective and impartial
- Keen to learn new skills
Desirable
- Self-motivated but aware of limits and authority
- Pragmatic approach to day-to-day irritations
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.
