Job summary
Vacancy - 30 hours per week
Castle Healthcare Practice has an exciting opportunity for a
Receptionist to join our friendly, GP Practice based in West Bridgford,
Nottingham.
If you are a Receptionist who is keen to
work with a vibrant team, focused on providing the best patient care possible,
then we would like to meet you! We can
offer a competitive salary and annual leave entitlement and access to the NHS
pension scheme.
You need to be IT literate, enthusiastic, have
self-motivation and be able to operate in a team environment. Previous medical
reception experience is desirable, but not essential, training will be
provided.
You will be responsible for receiving, assisting and
directing patient enquiries, signposting to the appropriate service or
healthcare professional in a courteous, efficient and effective way. You will also
provide general assistance to the practice team and project a positive and
friendly image to patients and visitors, either in person or via the telephone.
If you require further information about this role, please
contact 0115 883 2626 and ask to speak to one of our Reception Duty Managers.
Main duties of the job
Please see the job description section below for the full list of duties and responsibilities related to the role.
About us
We are a high achieving, forward
thinking and well organised teaching Practice.
The team consists of 9 partners, 6 salaried GPs and 9 Nurses/HCAs and
an extensive Administrative Support Team. The Practice aims to deliver high
quality care to 17,500 patients, using SystmOne. We work from a purpose-built surgery hosting
an extensive range of extended services. As a training practice, there is an
active undergraduate and post graduate teaching programme in place. We are part
of the Rushcliffe PCN and are a high achieving Practice with full QoF and local
enhanced service achievements.
Free staff parking is available and access to the NHS pension scheme.
We will keep job applications for 6 months and if further vacancies become available, we will contact suitable candidates. If you do not consent to us storing your application, please inform us via nnicb-nn.castle-hr@nhs.net
Job description
Job responsibilities
Job summary:
It is the responsibility of each of our receptionists to assist in the smooth running of the Practice in general, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone.
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team.
Job responsibilities:
Reception
- Greeting and booking in patients who have clinical appointments
- Deal with all general enquiries either by phone or face to face, explain procedures and make new and follow-up appointments.
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice, by welcoming and directing them appropriately.
- Using your own judgement and Practice guidance ensure that patients are prioritised according to their clinical need and sign posted.
- Explain practice arrangements and formal requirements to new patients who want to register to join the Practice and those seeking temporary cover, ensuring joining processes are followed
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits, ensuring careful recording of all relevant details.
- Action prescription requests.
- Complete the registrations of new patients on SystmOne following the Practice guidance.
- Process patients change of address and contact details on both the computer and medical records (have knowledge of practice area to be able to advise the patient when they have moved out of the Practice boundary).
- Advise patients of relevant charges for private (Non-Primary Medical Services) services, accept payment and issue receipts.
- Have working knowledge of telephone system, during and after hours.
- Enter patient information on to the computer as required
- Adding patients to waiting lists for clinical procedures
- Patient notes and correspondence:
- Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
- Ensure correspondence, reports, results etc are filed promptly and in the correct electronic clinical records, ensuring that all recent correspondence is correctly recorded and dated in the patients clinical record.
- Ensure records are kept in good repair with all necessary information on the outside cover clearly visible. If not, pass to the note summariser to repair/maintain the record.
- Ensure the accurate receipting, downloading and electronic work flowing of patient correspondence to the usual GP.
- Scan and document hospital letters/correspondence to the patients electronic clinical record and direct to the patients usual GP.
- Premises:
- Support opening up the premises at the start of the day when first staff arrive, de-activate alarm and make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the building areas that are no longer in use are secured and inform the GPs who are left in the building
- Ensure that the reception area is kept clean and tidy.
- Open and process incoming mail. Post external mail.
- To have a thorough knowledge of all practice procedures and work in accordance of written protocols.
- Fax and photocopy as requested.
- Receiving specimens from patients, ensuring all of their details have been recorded whilst following Health and Safety policies.
- Be able to cover all reception positions as necessary.
- Receiving drugs and vaccines and alerting Nurses in a timely manner.
- Maintain patient confidentially and good clinical governance.
- Undertakeany other additional duties appropriate to the
post as directed my management.
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 assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
- 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 job holders role.
- Undertaking periodic infection control training (minimum annually).
- Reporting potential risks identified.
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 recognizes 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 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.
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.
- Contribute to the effectiveness of the team by reflecting on own and team 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.
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.
- Recognize peoples needs for alternative methods of communication and respond accordingly.
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 own work.
- Participate in audit where appropriate.
Job description
Job responsibilities
Job summary:
It is the responsibility of each of our receptionists to assist in the smooth running of the Practice in general, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone.
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team.
Job responsibilities:
Reception
- Greeting and booking in patients who have clinical appointments
- Deal with all general enquiries either by phone or face to face, explain procedures and make new and follow-up appointments.
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice, by welcoming and directing them appropriately.
- Using your own judgement and Practice guidance ensure that patients are prioritised according to their clinical need and sign posted.
- Explain practice arrangements and formal requirements to new patients who want to register to join the Practice and those seeking temporary cover, ensuring joining processes are followed
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits, ensuring careful recording of all relevant details.
- Action prescription requests.
- Complete the registrations of new patients on SystmOne following the Practice guidance.
- Process patients change of address and contact details on both the computer and medical records (have knowledge of practice area to be able to advise the patient when they have moved out of the Practice boundary).
- Advise patients of relevant charges for private (Non-Primary Medical Services) services, accept payment and issue receipts.
- Have working knowledge of telephone system, during and after hours.
- Enter patient information on to the computer as required
- Adding patients to waiting lists for clinical procedures
- Patient notes and correspondence:
- Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
- Ensure correspondence, reports, results etc are filed promptly and in the correct electronic clinical records, ensuring that all recent correspondence is correctly recorded and dated in the patients clinical record.
- Ensure records are kept in good repair with all necessary information on the outside cover clearly visible. If not, pass to the note summariser to repair/maintain the record.
- Ensure the accurate receipting, downloading and electronic work flowing of patient correspondence to the usual GP.
- Scan and document hospital letters/correspondence to the patients electronic clinical record and direct to the patients usual GP.
- Premises:
- Support opening up the premises at the start of the day when first staff arrive, de-activate alarm and make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the building areas that are no longer in use are secured and inform the GPs who are left in the building
- Ensure that the reception area is kept clean and tidy.
- Open and process incoming mail. Post external mail.
- To have a thorough knowledge of all practice procedures and work in accordance of written protocols.
- Fax and photocopy as requested.
- Receiving specimens from patients, ensuring all of their details have been recorded whilst following Health and Safety policies.
- Be able to cover all reception positions as necessary.
- Receiving drugs and vaccines and alerting Nurses in a timely manner.
- Maintain patient confidentially and good clinical governance.
- Undertakeany other additional duties appropriate to the
post as directed my management.
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 assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
- 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 job holders role.
- Undertaking periodic infection control training (minimum annually).
- Reporting potential risks identified.
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 recognizes 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 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.
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.
- Contribute to the effectiveness of the team by reflecting on own and team 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.
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.
- Recognize peoples needs for alternative methods of communication and respond accordingly.
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 own work.
- Participate in audit where appropriate.
Person Specification
Qualifications
Essential
- Good General Secondary Education including GCSE's grade A-C in English and Maths.
Experience
Essential
- Minimum of 12 months period working directly with members of the public in an office environment
- Experience of answering telephone calls in a high call-volume environment
- Good team working skills and the ability to work under pressure
- Experience of working within a multi-disciplinary team
- Flexible with regard to working hours. Set shifts between 8am-6.30pm Monday-Friday.
- Holiday and sickness cover may be required.
Desirable
- Experience of working in a GP practice
- Experience of working in the NHS
Knowledge and skills
Essential
- Flexible, approachable & friendly
- IT skills: Intermediate
- Good communication stills both written and verbal
- Organisational / problem solving skills
- Understanding of Microsoft Office
- Able to work with a wide variety of tasks
- Good interpersonal skills
- Awareness of equality and diversity
Desirable
- Clinical software skills
- Verbal reasoning skills
- Ability to solve problems within area of work/knowledge
- Appreciation of customer service skills
- Ability to use Microsoft Office
Miscellaneous Personnel Requirements
Essential
- Evidence of COVID vaccination
- Satisfactory DBS (Disclosures & Barring Scheme) check
- Eligibility to work in the UK
- Satisfactory references covering a 5 year period
Desirable
- Full clean driving licence
Person Specification
Qualifications
Essential
- Good General Secondary Education including GCSE's grade A-C in English and Maths.
Experience
Essential
- Minimum of 12 months period working directly with members of the public in an office environment
- Experience of answering telephone calls in a high call-volume environment
- Good team working skills and the ability to work under pressure
- Experience of working within a multi-disciplinary team
- Flexible with regard to working hours. Set shifts between 8am-6.30pm Monday-Friday.
- Holiday and sickness cover may be required.
Desirable
- Experience of working in a GP practice
- Experience of working in the NHS
Knowledge and skills
Essential
- Flexible, approachable & friendly
- IT skills: Intermediate
- Good communication stills both written and verbal
- Organisational / problem solving skills
- Understanding of Microsoft Office
- Able to work with a wide variety of tasks
- Good interpersonal skills
- Awareness of equality and diversity
Desirable
- Clinical software skills
- Verbal reasoning skills
- Ability to solve problems within area of work/knowledge
- Appreciation of customer service skills
- Ability to use Microsoft Office
Miscellaneous Personnel Requirements
Essential
- Evidence of COVID vaccination
- Satisfactory DBS (Disclosures & Barring Scheme) check
- Eligibility to work in the UK
- Satisfactory references covering a 5 year period
Desirable
- Full clean driving licence
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.
