Job summary
gtd healthcare is one of the largest, not-for-profit, NHS commissioned primary and urgent care providers in North West England. An excellent opportunity has arisen in our Droylsden Road Family Practice for a receptionist. The practice is a friendly but busy, serving over 6000 registered patients.
The successful candidate will be friendly, confident, resilient, flexible, have well developed team work, communication, organisational and customer service skills. Experience of working in a GP Practice and using Emis Web & docman would be desirable but not essential.
We are keen to develop and support staff to excel their career aspirations whilst making a positive difference to patients and the community. We put our people at the heart of everything we do. We are a values driven organisation and we are passionate about providing the best possible healthcare for our patients.
Main duties of the job
- Welcome and receive all patients and visitors to the Practice.
- Assist and direct patients to the appropriate healthcare professional/service.
- Process all requests for appointments, visits and telephone consultation/triage ensuring all calls are directed to the appropriate healthcare professional.
- Project a positive and friendly image to patients and visitors either in person or on the telephone.
- Complete new registration procedures and ensure accurate recording of details at all times.
- Receive and make telephone calls as required. Divert calls and take messages ensuring accuracy of detail and prompt appropriate delivery.
- Action repeat prescription requests.
- Provide test results to patients.
- Accept payment and issue receipts for private services.
- Facilitate effective communication between patients, staff, secondary care and other associated healthcare agencies.
- Act as a chaperone for general examinations if requested.
- Maintain a general overview of the reception area and take appropriate action to manage difficult/aggressive patient behaviour or those whose illness/condition worsens while waiting to be seen.
- Deal with general enquiries and explain procedures as requested Further admin duties are outlined in Job description.
About us
At gtd healthcare we believe we do
things differently. Our not-for-profit ethos, with a drive to innovate care
offers patients the best experience possible and a unique opportunity to
transform services.
We are keen to develop and support staff to excel their career
aspirations whilst making a positive difference to patients and the community.
We put our people at the heart of everything we do. We are a values driven
organisation and we are passionate about providing the best possible healthcare
for our patients.
Benefits package
As an employee of gtd healthcare, you'll be able to
take advantage of our benefits package, including:
- working for a values-driven
organisation;
- Real living wage employer;
- access to Wagestream,
which provides flexible and on-demand access to stream your pay during the
month, in real-time, when picking-up extra shifts;
- 30 days annual leave, rising to 32
after five years of continuous service;
- flexible pension benefits including
NHS pension scheme;
- flexible working hours and
policies;
- family friendly and carer
policies;
- opportunities to apply for
innovation and quality awards;
- access to gtd healthcares
wellbeing initiatives, which offer a wide range of tools and resources;
- gtd
healthcare social and fun activities; cycle to work scheme.
Job description
Job responsibilities
To provide effective, efficient reception and administrative services for the GP
Practice in a professional and courteous manner. The post holder will be expected
to work some hours at each of the sites so the ability to travel independently in a
timely fashion is essential. Also, you will embrace our values and ensure that they
are instilled across all communications channels;
Reception
duties
- Welcome and receive all patients and visitors to the Practice
- Assist and direct patients to the appropriate healthcare
professional/service when they arrive at the Practice
- Process all requests for appointments, visits and telephone
consultation/triage ensuring all calls are directed to the appropriate healthcare
professional and ensuring careful and accurate recording of details at all
times
- Project a positive and friendly image to patients and visitors either in
person or on the telephone
- Explain Practice arrangements and formal requirements to new patients
wishing to register and those seeking temporary registration ensuring all
registration procedures are completed
- Complete new registration procedures and ensure accurate recording of
details at all times
- Receive and make telephone calls as required. Divert calls and take
messages ensuring accuracy of detail and prompt appropriate delivery
- Action repeat prescription requests and ensure they are ready for
collection by the patient within 48 hours
- Provide test results to patients on advice from the GP or Nurse
- Accept payment and issue receipts for private (non general medical
services) services
- Facilitate effective communication between patients, members of the
primary health care team, secondary care and other associated healthcare agencies
- Act as a chaperone for general examinations if requested following
appropriate training
- Maintain a general overview of the reception area and take appropriate
action to manage difficult/aggressive patient behaviour or those whose
illness/condition worsens while waiting to be seen.
- Deal with general enquiries and explain procedures as requested
- Offer general assistance to the Practice team
Clerical/administration
- To have a thorough knowledge of all Practice procedures and protocols
and know where to access them for reference adhering to them at all times
- Ensure adherence at all times to the requirements of the Data Protection
Act
- Maintain and monitor Practice appointment system
- Process all incoming and outgoing mail
- Action information received via email and fax
- Undertake Choose and Book appointments as requested
- Action, retrieve and accurately re-file patient notes and records as
required
- Ensure correspondence, reports, results etc. are filed/scanned promptly in the correct
patient record and are available when patients are seen
- Action notes from GPs for individual patients using the Practice
clinical system
- Enter and code specific data from Consultant letters, faxes and other
correspondence
- Summarise new and existing patient notes following appropriate training
Premises
- Open up premises at the start of the day, if first to arrive,
de-activate the alarm make all necessary preparations to receive patients for
the opening time of the Practice
- When last to leave premises at the end of the day, ensure that the
building is totally secured, telephone diverted to Out of Hours number,
internal lights are switched off and the alarm activated
- Clear and re-stock consulting rooms as required
- Ensure the reception area, notice boards and leaflet racks are tidy and
free from clutter and obstructions
Job description
Job responsibilities
To provide effective, efficient reception and administrative services for the GP
Practice in a professional and courteous manner. The post holder will be expected
to work some hours at each of the sites so the ability to travel independently in a
timely fashion is essential. Also, you will embrace our values and ensure that they
are instilled across all communications channels;
Reception
duties
- Welcome and receive all patients and visitors to the Practice
- Assist and direct patients to the appropriate healthcare
professional/service when they arrive at the Practice
- Process all requests for appointments, visits and telephone
consultation/triage ensuring all calls are directed to the appropriate healthcare
professional and ensuring careful and accurate recording of details at all
times
- Project a positive and friendly image to patients and visitors either in
person or on the telephone
- Explain Practice arrangements and formal requirements to new patients
wishing to register and those seeking temporary registration ensuring all
registration procedures are completed
- Complete new registration procedures and ensure accurate recording of
details at all times
- Receive and make telephone calls as required. Divert calls and take
messages ensuring accuracy of detail and prompt appropriate delivery
- Action repeat prescription requests and ensure they are ready for
collection by the patient within 48 hours
- Provide test results to patients on advice from the GP or Nurse
- Accept payment and issue receipts for private (non general medical
services) services
- Facilitate effective communication between patients, members of the
primary health care team, secondary care and other associated healthcare agencies
- Act as a chaperone for general examinations if requested following
appropriate training
- Maintain a general overview of the reception area and take appropriate
action to manage difficult/aggressive patient behaviour or those whose
illness/condition worsens while waiting to be seen.
- Deal with general enquiries and explain procedures as requested
- Offer general assistance to the Practice team
Clerical/administration
- To have a thorough knowledge of all Practice procedures and protocols
and know where to access them for reference adhering to them at all times
- Ensure adherence at all times to the requirements of the Data Protection
Act
- Maintain and monitor Practice appointment system
- Process all incoming and outgoing mail
- Action information received via email and fax
- Undertake Choose and Book appointments as requested
- Action, retrieve and accurately re-file patient notes and records as
required
- Ensure correspondence, reports, results etc. are filed/scanned promptly in the correct
patient record and are available when patients are seen
- Action notes from GPs for individual patients using the Practice
clinical system
- Enter and code specific data from Consultant letters, faxes and other
correspondence
- Summarise new and existing patient notes following appropriate training
Premises
- Open up premises at the start of the day, if first to arrive,
de-activate the alarm make all necessary preparations to receive patients for
the opening time of the Practice
- When last to leave premises at the end of the day, ensure that the
building is totally secured, telephone diverted to Out of Hours number,
internal lights are switched off and the alarm activated
- Clear and re-stock consulting rooms as required
- Ensure the reception area, notice boards and leaflet racks are tidy and
free from clutter and obstructions
Person Specification
Qualifications
Essential
- Good standard of secondary education.
- Demonstrable commitment to professional development.
Desirable
- IT/ Word processing qualification.
Experience
Essential
- Working in a busy public reception environment.
- Reception & clerical duties.
- Using Microsoft applications.
- Using a computerised booking in system.
- Dealing with the public/patients.
- Working in a busy telephone answering environment.
- Working as part of a team.
Desirable
- Working in an NHS service.
- Working with Clinical software
- e.g. EMIS, Docman, accurx.
Skills and attributes
Essential
- Excellent organisational skills.
- Excellent communication skills verbal and written.
- Excellent customer service skills.
- Polite, pleasant & professional interpersonal manner, both on the telephone and in person.
- Able to work effectively as part of a team.
- Able to work on own initiative & problem solve within own area of work.
- An understanding, acceptance & adherence to the need for strict confidentiality.
- Able to work without direct supervision and determine own work priorities.
- Able to work under pressure.
- Able to liaise effectively with a range of Individuals / services within the Practice, within gtd healthcare and externally.
- Good standard of IT/word processing skills.
- Able to maintain an accurate and thorough approach to work.
- Able to work to set standards, policies & procedures.
- Interest & aptitude for learning new skills.
- Willingness to actively engage in appraisal, personal development and training.
- Awareness of diversity issues & able to work in a non-discriminatory manner.
- Flexible approach to undertaking a wide variety of tasks.
- Flexible approach to working hours, willingness to work anti-social hours, shifts, cover at other Practices etc.
Person Specification
Qualifications
Essential
- Good standard of secondary education.
- Demonstrable commitment to professional development.
Desirable
- IT/ Word processing qualification.
Experience
Essential
- Working in a busy public reception environment.
- Reception & clerical duties.
- Using Microsoft applications.
- Using a computerised booking in system.
- Dealing with the public/patients.
- Working in a busy telephone answering environment.
- Working as part of a team.
Desirable
- Working in an NHS service.
- Working with Clinical software
- e.g. EMIS, Docman, accurx.
Skills and attributes
Essential
- Excellent organisational skills.
- Excellent communication skills verbal and written.
- Excellent customer service skills.
- Polite, pleasant & professional interpersonal manner, both on the telephone and in person.
- Able to work effectively as part of a team.
- Able to work on own initiative & problem solve within own area of work.
- An understanding, acceptance & adherence to the need for strict confidentiality.
- Able to work without direct supervision and determine own work priorities.
- Able to work under pressure.
- Able to liaise effectively with a range of Individuals / services within the Practice, within gtd healthcare and externally.
- Good standard of IT/word processing skills.
- Able to maintain an accurate and thorough approach to work.
- Able to work to set standards, policies & procedures.
- Interest & aptitude for learning new skills.
- Willingness to actively engage in appraisal, personal development and training.
- Awareness of diversity issues & able to work in a non-discriminatory manner.
- Flexible approach to undertaking a wide variety of tasks.
- Flexible approach to working hours, willingness to work anti-social hours, shifts, cover at other Practices etc.
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.
