Job summary
We are seeking a parttime Senior Medical Receptionist to join our Practice team in Romford. This position is ideal for an experienced senior receptionist or reception supervisor from a smaller practice who is looking to broaden their skills within a larger, multisite setting.
A minimum of two years NHS GP reception experience is essential, and EMIS experience is preferred. North Street Medical Care is a high performing practice serving over 21,500 patients across two sites: North Street Practice and Chadwell Heath Health Centre in Ashton Gardens. The post holder may be required to work at both locations, as well as our site at Raphael House when needed.
This role is for 19 hours per week, working Thursday and Friday, 8:00 am to 6:30 pm. These hours are fixed.
Occasional weekend or bank holiday working may be required with prior agreement.
Main duties of the job
The Senior Receptionist must demonstrate strong communication skills, excellent attention to detail, and a proactive, professional approach when interacting with patients and clinical staff both in person and by telephone.
The role will support the Reception Manager and wider reception team by supervising and motivating staff, enhancing operational efficiency, and contributing to overall service performance.
About us
Our clinical team includes, GPs, Nurse practitioner, Nurses, HCAs, Pharmacists, Physician Assocociate and Paramedics. We operate over two sites, which is at North Street, Raphaels House and Ashton Gardens.
Job description
Job responsibilities
To provide a
professional and efficient reception service to all patients and visitors. To supervise and support receptionists, to
assist patients in gaining access to healthcare services and to promote a
helpful and caring image of the Practice at all times. To undertake a range of
reception and administrative duties required to ensure the smooth running of
the Practice.
The
following are the core responsibilities of the Senior Receptionist. There may
be on occasion, a requirement to carry out other tasks; this will be dependent
upon factors such as workload and staffing levels:
- To supervise the reception team
during the shift
- To greet and welcome patients and
visitors to the Practice.
- To respond to enquiries, whether in
person or by telephone, in a friendly and efficient manner.
- To explain Practice arrangements
and formal registration requirements to new patients, and those seeking
temporary treatment; ensuring all procedures are completed accurately.
- To be aware of specific clinics
held by healthcare professionals and make patient appointments in line
with agreed procedures.
- To ensure patients are not kept
waiting for unreasonable lengths of time without explanation.
- To ensure patients without
appointments but who need emergency appointments are seen in a logical
order, and to make patients aware of the possibility that they may have to
wait until a clinician is available.
- To maintain the reception and
waiting room in a tidy manner, checking current validity of posters and
use of call display system.
- To ensure adequate patient
information is readily available.
- To hand out repeat prescriptions,
letters and reports to patients, confirming correct identity of patient.
- To process urgent repeat
prescriptions.
- To receive specimens from
patients, ensuring correct bottles are provided, and forms accurately
completed.
- To liaise with external
organisations, hospital and community services, CCG and PCC etc, to
facilitate on-going care of patients.
- To receive payments from patients,
ensuring correct amount, the checking of personal cheques, giving
receipts, and entering details in reception petty cash book, as per
Practice protocol.
- To act as chaperone for patients
and clinicians where needed.
- To provide GPs and visitors with
refreshments when requested.
TELEPHONE
/ SWITCHBOARD
- To manage all incoming calls,
ensuring each call is dealt with promptly and efficiently, with tact and
sensitivity.
- To accurately record all relevant
details of each call.
- To direct all calls to relevant team
member without delay and ensure messages are passed to appropriate person
as per protocol.
- To telephone patients regarding
appointments, treatment or administrative queries, ensuring identity of
patients.
- To monitor the callboard and the
reception team to ensure call wait times are low.
- To report any telephone issues to
the phone provider.
- To identify when a receptionist
needs assistance, offer help and if necessary ask for the call to be
transferred to prevent a complaint.
- Manage verbal complaints and send
out hold letters to email complaints10
ADMINISTRATIVE
- Organise reception rotas, to
ensure adequate staffing levels for both sites
- To arrange ambulances for
patients requiring transport.
- To receive, check and distribute
incoming post and deliveries.
- To photocopy and laminate
documents as directed.
- Convert any un booked RT/TAS
appointment to triage appointments at the start of the session.
- To monitor the generic email,
save information into patient record and allocate emails to the relevant
departments.
- Monitor the eConsult mailbox,
save to patient record and filter administration and booking eConsult
slots with the appropriate clinician.
- To enter information on the
computer as per Practice procedures, adding your initials to any data
added to enable an audit trail.
- To update patients details and
maintain patients records accurately.
- To print out appropriate
appointment lists at the end of each day, in case of computer failure.
- To ensure all defects in the
computer system are reported to the Compliance Manager
- To contact the computer helpline
and deal with IT faults, following guidance by the helpline team.
- To use the email system as a way
of communicating between team members regarding practice issues, checking
incoming mail on a daily basis.
GENERAL
- To supervise junior team members and assist in their
training and development
- To work both as part of a team
and independently, to ensure the smooth running of the Practice.
- To be polite and courteous to
patients and visitors at all times.
- To be of smart dress code,
wearing Practice uniform where applicable.
- To maintain strict patient and
Practice confidentiality at all times, working within the boundaries of
the Data Protection Act.
- To promote Equal Opportunities.
- To attend relevant training courses
to assist in Personal and Practice Development.
- To offer flexibility in covering
shifts or duties during team members absence.
- To attend and contribute to
regular team and Practice meetings.
- To maintain staff
responsibilities relating to Health & Safety of patients, visitors and
staff, promoting a safe working environment, and reporting any risks to
the Practice Manager.
- To ensure the security of the
practice by locking doors when rooms not in use, and setting alarms where
installed.
- To undertake any other tasks of a
similar nature as may be required from time to time.
No job
description can be entirely comprehensive.
This job description may be adapted as the Practice develops and to meet
the changing needs of patients.
Job description
Job responsibilities
To provide a
professional and efficient reception service to all patients and visitors. To supervise and support receptionists, to
assist patients in gaining access to healthcare services and to promote a
helpful and caring image of the Practice at all times. To undertake a range of
reception and administrative duties required to ensure the smooth running of
the Practice.
The
following are the core responsibilities of the Senior Receptionist. There may
be on occasion, a requirement to carry out other tasks; this will be dependent
upon factors such as workload and staffing levels:
- To supervise the reception team
during the shift
- To greet and welcome patients and
visitors to the Practice.
- To respond to enquiries, whether in
person or by telephone, in a friendly and efficient manner.
- To explain Practice arrangements
and formal registration requirements to new patients, and those seeking
temporary treatment; ensuring all procedures are completed accurately.
- To be aware of specific clinics
held by healthcare professionals and make patient appointments in line
with agreed procedures.
- To ensure patients are not kept
waiting for unreasonable lengths of time without explanation.
- To ensure patients without
appointments but who need emergency appointments are seen in a logical
order, and to make patients aware of the possibility that they may have to
wait until a clinician is available.
- To maintain the reception and
waiting room in a tidy manner, checking current validity of posters and
use of call display system.
- To ensure adequate patient
information is readily available.
- To hand out repeat prescriptions,
letters and reports to patients, confirming correct identity of patient.
- To process urgent repeat
prescriptions.
- To receive specimens from
patients, ensuring correct bottles are provided, and forms accurately
completed.
- To liaise with external
organisations, hospital and community services, CCG and PCC etc, to
facilitate on-going care of patients.
- To receive payments from patients,
ensuring correct amount, the checking of personal cheques, giving
receipts, and entering details in reception petty cash book, as per
Practice protocol.
- To act as chaperone for patients
and clinicians where needed.
- To provide GPs and visitors with
refreshments when requested.
TELEPHONE
/ SWITCHBOARD
- To manage all incoming calls,
ensuring each call is dealt with promptly and efficiently, with tact and
sensitivity.
- To accurately record all relevant
details of each call.
- To direct all calls to relevant team
member without delay and ensure messages are passed to appropriate person
as per protocol.
- To telephone patients regarding
appointments, treatment or administrative queries, ensuring identity of
patients.
- To monitor the callboard and the
reception team to ensure call wait times are low.
- To report any telephone issues to
the phone provider.
- To identify when a receptionist
needs assistance, offer help and if necessary ask for the call to be
transferred to prevent a complaint.
- Manage verbal complaints and send
out hold letters to email complaints10
ADMINISTRATIVE
- Organise reception rotas, to
ensure adequate staffing levels for both sites
- To arrange ambulances for
patients requiring transport.
- To receive, check and distribute
incoming post and deliveries.
- To photocopy and laminate
documents as directed.
- Convert any un booked RT/TAS
appointment to triage appointments at the start of the session.
- To monitor the generic email,
save information into patient record and allocate emails to the relevant
departments.
- Monitor the eConsult mailbox,
save to patient record and filter administration and booking eConsult
slots with the appropriate clinician.
- To enter information on the
computer as per Practice procedures, adding your initials to any data
added to enable an audit trail.
- To update patients details and
maintain patients records accurately.
- To print out appropriate
appointment lists at the end of each day, in case of computer failure.
- To ensure all defects in the
computer system are reported to the Compliance Manager
- To contact the computer helpline
and deal with IT faults, following guidance by the helpline team.
- To use the email system as a way
of communicating between team members regarding practice issues, checking
incoming mail on a daily basis.
GENERAL
- To supervise junior team members and assist in their
training and development
- To work both as part of a team
and independently, to ensure the smooth running of the Practice.
- To be polite and courteous to
patients and visitors at all times.
- To be of smart dress code,
wearing Practice uniform where applicable.
- To maintain strict patient and
Practice confidentiality at all times, working within the boundaries of
the Data Protection Act.
- To promote Equal Opportunities.
- To attend relevant training courses
to assist in Personal and Practice Development.
- To offer flexibility in covering
shifts or duties during team members absence.
- To attend and contribute to
regular team and Practice meetings.
- To maintain staff
responsibilities relating to Health & Safety of patients, visitors and
staff, promoting a safe working environment, and reporting any risks to
the Practice Manager.
- To ensure the security of the
practice by locking doors when rooms not in use, and setting alarms where
installed.
- To undertake any other tasks of a
similar nature as may be required from time to time.
No job
description can be entirely comprehensive.
This job description may be adapted as the Practice develops and to meet
the changing needs of patients.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- NVQ Level 2 in Health and Social Care
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- NVQ Level 2 in Health and Social Care
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.
