Job summary
An exciting opportunity has arisen for a receptionist to join this established and respected medical practice.
Burney Street Practice is an established GP Surgery with
over 16,000 patients working across two sites.
Burney Street Practice is located in the heart of Greenwich,
with easy access to Historic Greenwich and Greenwich Park.
Our other surgery, Wallace Health Centre is a very short
walk away over the Deptford Creek Lifting Bridge.
We have a strong Management and Administration Team and are
looking for the right candidates to fill positions being vacated by existing
Receptionists who are retiring soon.
The role of Receptionist has expanded in recent years and
the Practice is utilising new software to manage patient demands and
expectations. We use the EMIS clinical system, as well as EConsult, Footfall
and iPlato.
We are looking for individuals with customer service skills
and the ability to adapt to change. We are a happy team and wish to build a
great team of staff all working for each other and the patients.
Main duties of the job
To be responsible for undertaking a wide
range of Reception duties and the provision of general support to the
multidisciplinary team. Duties can include but are not limited to, greeting and
directing patients, effective use of the appointment system, booking
appointments, processing of information and assisting patients as required. To
act as the central point of contact for patients, the distribution of
information, messages and enquiries for the clinical team, liaising with
multidisciplinary team members and external agencies such as secondary care and
community service providers.
The
list of duties below is not exhaustive and may be subject to change as deemed
necessary.
About us
Established for over 25 years, Burney Street Practice is a two site, established and respected training practice offering patient services to a growing list size of c.16,000.
Operating at scale, this 3 Partner teaching and training Practice is very well established and respected and continues to explore and deliver comprehensive integrated healthcare to a core demographic of a young university student population and young families.
Burney Street Practice works collaboratively with Greenwich Peninsula, Plumbridge and Woodlands GP practices which form the Greenwich West PCN, their Primary Care Network.
The practice is also a member of the Greenwich Health GP Federation which is driven to provide flexible healthcare. The Burney Street Practice is one of 4 centrally located GP hubs which allow residents additional GP access 7 days a week.
The Practice has a clear vision to deliver high quality care, with core values which were developed by the whole health care team. The Partners are early adopters of NHS initiatives and are innovative in their approach to developing patient care.
Whilst being clinically driven, the Practice performs well financially and presents as a strongly democratic and balanced team. There is a strong belief in investment for non-clinical learning, development and training for all of the Practice team.
Job description
Job responsibilities
Job Responsibilities:
The duties and responsibilities to be undertaken by members of the practice Administration team are included in the following list. Duties may be varied from time to time under the direction of the Management team, dependent on the current and evolving Practice workload and staffing levels:
- To receive and direct patients and visitors of the Practice, other users and their clients, promptly and courteously, ensuring that accurate information is supplied.
- To ensure the efficiency, together with other members of the Reception team, for the appointment system, including clerical elements.
- To process incoming and outgoing telephone calls promptly and prioritising telephone answering (within 3 rings), ensuring that callers are always answered courteously and clearly and that messages are always passed on to the appropriate person.
- To ensure that all queries and requests for assistance from patients and visitors are responded to promptly and within agreed timescales.
- Opening up/locking up of the practice premises and maintaining security in accordance with Practice protocols.
- Processing and distributing incoming and outgoing mail.
- Processing repeat prescriptions in accordance with Practice guidelines.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Ensuring incoming stock (boxes) are stored away in a safe manner and are not hazardous to building users.
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
- Maintain a clean, tidy, effective working area and Reception area, stocking leaflets and maintaining tidiness at all times and free from hazards in accordance with the Practice policy.
- Monitor and maintain the Reception area and notice boards.
- Signpost patients to the correct service.
- Support all clinical staff with general tasks as requested.
- To maintain accurate record systems, both manual, following the Records Room Protocol, and on computer, including: movement of records, filing and scanning of documents onto patients records.
- To be responsible for advising patients of relevant charges for private services, accepting payment and issuing receipts.
- Photocopy documentation as required, ensuring to apply common-sense and not to photocopy unnecessarily.
- Data entry of new and temporary registrations and relevant patient information as required.
- Input data into the patients healthcare records as necessary and ensure not to add any complaints received from patient onto their Emis record.
- To try and resolve minor complaints at Reception. Make the Deputy Practice Manager aware via email of any complaint that was unable to be resolved verbally.
- To ensure that all queries and requests for assistance from patients and visitors are responded to within agreed timescales.
- To be responsible for ensuring that requests for home visits are entered on the computer in the appropriate manner and recorded according to Practice protocols.
- Direct requests for information i.e. SAR, insurance/solicitors letters and DVLA forms to the administrator dealing with it.
- To attend relevant Practice staff meetings.
- To provide cover for absent colleagues and to work flexibly according to the needs of the Practice.
- To identify, together with the Management team, any personal training needs and to be prepared to undertake any relevant courses.
- To be aware of the Practice philosophy and treat patients and visitors with respect and tolerance.
- Carry out any other duties appropriate to the grade, as required by the Management team or clinical staff.
Personal Development and Training:
Attend all Mandatory and Statutory training as required or indicated by the Management team.
Take responsibility for your own development, learning and performance and demonstrating skills to others who are undertaking similar training and development.
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in regard 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 regarding patients and their carers, and other healthcare workers. They may also have access to information regarding the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information regarding 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 regarding confidentiality and the protection of personal and sensitive data.
Communications:
The post holder will recognise the importance of effective communication within the team and will strive to:
Communicate effectively with all team members.
Communicate effectively with patients and carers.
Communicate effectively with Out Of Hours Clients and Locums.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Communicate on a proactive basis, as well as a responsive basis.
General Tasks:
- Assist with the gathering of statistics and information when required.
- Provide cover for members of the support team during periods of absence.
- Carry out administrative tasks as delegated by clinicians and non-clinical staff.
- Any working issues identified should be proactively brought to the attention of the relevant person, or escalated appropriately.
- Manage and prioritise own workload.
- To ensure safeguards are robustly followed, in order to minimise errors and reduce risk.
- Any other tasks allocated by managers.
Health & Safety:
The post-holder will proactively assist in the promotion of a safe working environment, ensuring their safety and security, and that of others, as defined in the Practice Health & Safety Policy, the Practice Health & Safety manual, the Practice Infection Control policy and other published procedures. This will include:
- Using personal security systems and procedures within the workplace, according to Practice guidelines.
- Identifying the risks involved in work activities, and undertaking such activities in a way that manages or mitigates those risks.
- Using appropriate Infection Control procedures, maintaining work areas in a tidy and safe way, free from hazards.
- Actively reporting health and safety risks or hazards, or infection risks immediately, when identified.
- Keeping your own work areas and general/patient areas generally clean and tidy, assisting in the maintenance of general standards of cleanliness, consistent within the scope of the job holders role.
- Undertaking periodic Infection Control training (minimum annually).
- Ensure the welfare of children and other vulnerable patients, by adhering to the Safeguarding protocols.
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 respectful and non-judgmental, in regard to other people and their circumstances, feelings, priorities and rights.
Quality of Work and Practice Services:
The post-holder will strive to maintain and improve standards within the Practice, and will proactively:
- Alert other team members to issues of quality and risk.
- Assess own performance and assume accountability for their own actions, either directly or under supervision.
Contribute to the effectiveness of the team, by reflecting on their own and the teams 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.
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 their work.
- Participate in audits where appropriate.
- Work closely with the Practice Manager.
- Hold fortnightly meetings with the Practice Manager, and provide updates in all the above areas.
- Assist the Practice Manager and Deputy Practice Manager, as and when required, with other jobs.
This job description will be subject to periodic review and changed in consultation with the post holder
Job description
Job responsibilities
Job Responsibilities:
The duties and responsibilities to be undertaken by members of the practice Administration team are included in the following list. Duties may be varied from time to time under the direction of the Management team, dependent on the current and evolving Practice workload and staffing levels:
- To receive and direct patients and visitors of the Practice, other users and their clients, promptly and courteously, ensuring that accurate information is supplied.
- To ensure the efficiency, together with other members of the Reception team, for the appointment system, including clerical elements.
- To process incoming and outgoing telephone calls promptly and prioritising telephone answering (within 3 rings), ensuring that callers are always answered courteously and clearly and that messages are always passed on to the appropriate person.
- To ensure that all queries and requests for assistance from patients and visitors are responded to promptly and within agreed timescales.
- Opening up/locking up of the practice premises and maintaining security in accordance with Practice protocols.
- Processing and distributing incoming and outgoing mail.
- Processing repeat prescriptions in accordance with Practice guidelines.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Ensuring incoming stock (boxes) are stored away in a safe manner and are not hazardous to building users.
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
- Maintain a clean, tidy, effective working area and Reception area, stocking leaflets and maintaining tidiness at all times and free from hazards in accordance with the Practice policy.
- Monitor and maintain the Reception area and notice boards.
- Signpost patients to the correct service.
- Support all clinical staff with general tasks as requested.
- To maintain accurate record systems, both manual, following the Records Room Protocol, and on computer, including: movement of records, filing and scanning of documents onto patients records.
- To be responsible for advising patients of relevant charges for private services, accepting payment and issuing receipts.
- Photocopy documentation as required, ensuring to apply common-sense and not to photocopy unnecessarily.
- Data entry of new and temporary registrations and relevant patient information as required.
- Input data into the patients healthcare records as necessary and ensure not to add any complaints received from patient onto their Emis record.
- To try and resolve minor complaints at Reception. Make the Deputy Practice Manager aware via email of any complaint that was unable to be resolved verbally.
- To ensure that all queries and requests for assistance from patients and visitors are responded to within agreed timescales.
- To be responsible for ensuring that requests for home visits are entered on the computer in the appropriate manner and recorded according to Practice protocols.
- Direct requests for information i.e. SAR, insurance/solicitors letters and DVLA forms to the administrator dealing with it.
- To attend relevant Practice staff meetings.
- To provide cover for absent colleagues and to work flexibly according to the needs of the Practice.
- To identify, together with the Management team, any personal training needs and to be prepared to undertake any relevant courses.
- To be aware of the Practice philosophy and treat patients and visitors with respect and tolerance.
- Carry out any other duties appropriate to the grade, as required by the Management team or clinical staff.
Personal Development and Training:
Attend all Mandatory and Statutory training as required or indicated by the Management team.
Take responsibility for your own development, learning and performance and demonstrating skills to others who are undertaking similar training and development.
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in regard 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 regarding patients and their carers, and other healthcare workers. They may also have access to information regarding the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information regarding 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 regarding confidentiality and the protection of personal and sensitive data.
Communications:
The post holder will recognise the importance of effective communication within the team and will strive to:
Communicate effectively with all team members.
Communicate effectively with patients and carers.
Communicate effectively with Out Of Hours Clients and Locums.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Communicate on a proactive basis, as well as a responsive basis.
General Tasks:
- Assist with the gathering of statistics and information when required.
- Provide cover for members of the support team during periods of absence.
- Carry out administrative tasks as delegated by clinicians and non-clinical staff.
- Any working issues identified should be proactively brought to the attention of the relevant person, or escalated appropriately.
- Manage and prioritise own workload.
- To ensure safeguards are robustly followed, in order to minimise errors and reduce risk.
- Any other tasks allocated by managers.
Health & Safety:
The post-holder will proactively assist in the promotion of a safe working environment, ensuring their safety and security, and that of others, as defined in the Practice Health & Safety Policy, the Practice Health & Safety manual, the Practice Infection Control policy and other published procedures. This will include:
- Using personal security systems and procedures within the workplace, according to Practice guidelines.
- Identifying the risks involved in work activities, and undertaking such activities in a way that manages or mitigates those risks.
- Using appropriate Infection Control procedures, maintaining work areas in a tidy and safe way, free from hazards.
- Actively reporting health and safety risks or hazards, or infection risks immediately, when identified.
- Keeping your own work areas and general/patient areas generally clean and tidy, assisting in the maintenance of general standards of cleanliness, consistent within the scope of the job holders role.
- Undertaking periodic Infection Control training (minimum annually).
- Ensure the welfare of children and other vulnerable patients, by adhering to the Safeguarding protocols.
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 respectful and non-judgmental, in regard to other people and their circumstances, feelings, priorities and rights.
Quality of Work and Practice Services:
The post-holder will strive to maintain and improve standards within the Practice, and will proactively:
- Alert other team members to issues of quality and risk.
- Assess own performance and assume accountability for their own actions, either directly or under supervision.
Contribute to the effectiveness of the team, by reflecting on their own and the teams 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.
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 their work.
- Participate in audits where appropriate.
- Work closely with the Practice Manager.
- Hold fortnightly meetings with the Practice Manager, and provide updates in all the above areas.
- Assist the Practice Manager and Deputy Practice Manager, as and when required, with other jobs.
This job description will be subject to periodic review and changed in consultation with the post holder
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Excellent interpersonal skills with a sympathetic and caring approach to the public
- Understanding the need for confidentiality & data awareness issues
- Strong IT skills
- Competent in the use of Office and Outlook
- Willing to take advice, follow instruction and undertake/ delegate duties
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Ability to prioritise workload and multitask
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Qualifications
Essential
- Educated to GCSE level A to C in English and Maths
Desirable
- Basic IT qualification such as ECDL
- AMSPAR Receptionist Qualification
- NVQ Level 1 or 2 in Health and Social Care
Experience
Essential
- Experience of working in a GP Practice
- Experience of working within a pressurised environment
- Experience of working with the general public
- Previous Receptionist experience, preferably within a healthcare setting or similar
Desirable
- GP Reception experience
- Experience of administrative duties
Personal Qualities
Essential
- Polite and confident
- Professional appearance and conduct
- Friendly and approachable manner
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Excellent interpersonal skills with a sympathetic and caring approach to the public
- Understanding the need for confidentiality & data awareness issues
- Strong IT skills
- Competent in the use of Office and Outlook
- Willing to take advice, follow instruction and undertake/ delegate duties
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Ability to prioritise workload and multitask
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Qualifications
Essential
- Educated to GCSE level A to C in English and Maths
Desirable
- Basic IT qualification such as ECDL
- AMSPAR Receptionist Qualification
- NVQ Level 1 or 2 in Health and Social Care
Experience
Essential
- Experience of working in a GP Practice
- Experience of working within a pressurised environment
- Experience of working with the general public
- Previous Receptionist experience, preferably within a healthcare setting or similar
Desirable
- GP Reception experience
- Experience of administrative duties
Personal Qualities
Essential
- Polite and confident
- Professional appearance and conduct
- Friendly and approachable manner
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
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.
