Job summary
We're looking for a warm, welcoming, and caring individual to join our Reception team. Reception is usually the first point of contact that patients have with our Practice, and we want them to be greeted with compassion, kindness, and a desire to be helped.
We are looking for someone to work approximately 20-30 hours per week and can offer the following shifts:
- Monday 08:00-14:00 (6hrs)
- Tuesday 08:00-14:00 (6hrs) or 08:00-18:30 (9.5hrs)
- Wednesday 08:00-14:00 (6hrs) or 08:00-18:30 (9.5hrs)
- Thursday 08:00-14:00 (6hrs)
Main duties of the job
Our reception team is the heart beat of the Practice, with individual team members sharing a range of duties that enable us to provide high quality care to our patients.
The aim of the role is to:
- Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, 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.
- Undertake a variety of administrative duties to assist in the smooth running of the Practice.
- Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies.
The successful candidate will be able to work effectively in a team and on their own initiative. They will be confident in using the phone and in dealing with people face-to-face. They will be able to work accurately and methodically through the daily tasks, whilst remaining calm and measured when unexpected work comes through.
About us
Quedgeley Medical Centre (QMC) is a family run GP practice in Quedgeley, a suburban town of Gloucester and located 3.5 miles southwest of the city centre. With approx. 7,000 patients, QMC is a growing practice with a team comprised of doctors, nurses, healthcare assistants, administrative/secretarial staff, pharmacists, and others.
At QMC, we strive to be known as a warm, friendly, and welcoming Practice, where our patients are always treated with respect and dignity and feel that they have been listened to with kindness and compassion at every interaction.
Our tight-knit team has a wonderful dynamic of mucking in and supporting one another, sharing responsibilities, and being confident and enabled to speak up and ask for help.
Job description
Job responsibilities
ROLE SPECIFIC
- To welcome all patients and visitors to the Practice at reception in a courteous and professional manner, ensuring they access services as appropriate and providing additional support as required i.e., interpreters
- Answer incoming calls and process requests in line with current protocols
- To use the electronic appointment system, booking and cancelling appointments, maintaining, and monitoring the system
- Carrying out a range of administration tasks relating to clinical services and patient care, including but not limited to:
- Reviewing and taking appropriate action to process incoming emails
- Data entry on the clinical systems
- Extracting data
- Filing
- Scanning of documents
- Registering new patients
- Processing e-Consultations and Online Patient Services tasks
- Collecting and preparing pathology samples for transfer to the lab
- Reviewing and taking appropriate action to process incoming emails
- Ensure that requests for repeat prescriptions are generated accurately and efficiently, following practice protocol
- Process incoming and outgoing patients notes and medical reports in line with protocols
- Opening and distributing post
- Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies
- To offer general assistance to colleagues/practice teams, communicating with clinical staff to complete requests and resolve problems
- Opening and closing practice premises and maintaining security in line with protocols
- Ensure Reception and Waiting rooms/Public areas are kept clean and tidy and reporting problems as they arise
- Contribute to the Practice meeting targets set either internally or external i.e., QoF
- Completing general administrative duties to support the Practice operation as required
CONFIDENTIALITY & DATA PROTECTION
- Adhere to the Practices confidentiality agreement, Privacy Notice, and associated policies
- Ensure the safe, secure, and appropriate handling of personal information and sensitive personal information, in accordance with the General Data Protection Regulations and Data Protection Act 2018
- Be aware of the importance of protecting any confidential information about patients, staff members or the public
- Report any confidential matter to the Practice Manager and/or Partners
- Contribute to the creation of a safe space in which staff can discuss confidential and/or sensitive matters in support of their overall wellbeing and job experience
QUALITY
- Apply Practice policies, standards, and guidance to own work
- 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
COMMUNICATION
- Ensure effective communication with patients, carers, colleagues and others as required.
- Recognise the importance of effective communication within the team
- Strive to communicate effectively with other team members, patients, and carers
HEALTH & SAFETY
- Adhere to all Health and Safety statutory obligations and legislation
- Be aware of own responsibility for health and safety
- Maintain high standards of hygiene
EQUALITY & DIVERSITY
- Support the equality, diversity, inclusion, and rights of patients, carers, staff, and the public by acting in a way that recognises the importance peoples rights, respecting privacy, dignity, needs and beliefs of patients, carers, and staff, and behaving in a manner that is welcoming, non-judgemental and respecting of circumstances, feelings, priorities, and rights
- Report instances of discrimination such as bullying, teasing, harassment, or exclusion of individuals, or any other equality problems within the Practice
PERSONAL & PROFESSIONAL DEVELOPMENT
- Participate in any training implemented by the Practice in relation to this role
- Participate fully in the Practices annual appraisal process
- Identify and raise opportunities for own personal and/or professional development
- Take responsibility for own development, learning and performance
- Demonstrate skills and activities to others who are undertaking similar work
GENERAL
- Attend and participate in meetings, as required
- Ensure all administration records required are completed in an accurate and timely manner (including patient records)
- Undertake other such duties as required by the Practice and/or the Partners, in light of the ever-changing environment and needs
Job description
Job responsibilities
ROLE SPECIFIC
- To welcome all patients and visitors to the Practice at reception in a courteous and professional manner, ensuring they access services as appropriate and providing additional support as required i.e., interpreters
- Answer incoming calls and process requests in line with current protocols
- To use the electronic appointment system, booking and cancelling appointments, maintaining, and monitoring the system
- Carrying out a range of administration tasks relating to clinical services and patient care, including but not limited to:
- Reviewing and taking appropriate action to process incoming emails
- Data entry on the clinical systems
- Extracting data
- Filing
- Scanning of documents
- Registering new patients
- Processing e-Consultations and Online Patient Services tasks
- Collecting and preparing pathology samples for transfer to the lab
- Reviewing and taking appropriate action to process incoming emails
- Ensure that requests for repeat prescriptions are generated accurately and efficiently, following practice protocol
- Process incoming and outgoing patients notes and medical reports in line with protocols
- Opening and distributing post
- Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies
- To offer general assistance to colleagues/practice teams, communicating with clinical staff to complete requests and resolve problems
- Opening and closing practice premises and maintaining security in line with protocols
- Ensure Reception and Waiting rooms/Public areas are kept clean and tidy and reporting problems as they arise
- Contribute to the Practice meeting targets set either internally or external i.e., QoF
- Completing general administrative duties to support the Practice operation as required
CONFIDENTIALITY & DATA PROTECTION
- Adhere to the Practices confidentiality agreement, Privacy Notice, and associated policies
- Ensure the safe, secure, and appropriate handling of personal information and sensitive personal information, in accordance with the General Data Protection Regulations and Data Protection Act 2018
- Be aware of the importance of protecting any confidential information about patients, staff members or the public
- Report any confidential matter to the Practice Manager and/or Partners
- Contribute to the creation of a safe space in which staff can discuss confidential and/or sensitive matters in support of their overall wellbeing and job experience
QUALITY
- Apply Practice policies, standards, and guidance to own work
- 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
COMMUNICATION
- Ensure effective communication with patients, carers, colleagues and others as required.
- Recognise the importance of effective communication within the team
- Strive to communicate effectively with other team members, patients, and carers
HEALTH & SAFETY
- Adhere to all Health and Safety statutory obligations and legislation
- Be aware of own responsibility for health and safety
- Maintain high standards of hygiene
EQUALITY & DIVERSITY
- Support the equality, diversity, inclusion, and rights of patients, carers, staff, and the public by acting in a way that recognises the importance peoples rights, respecting privacy, dignity, needs and beliefs of patients, carers, and staff, and behaving in a manner that is welcoming, non-judgemental and respecting of circumstances, feelings, priorities, and rights
- Report instances of discrimination such as bullying, teasing, harassment, or exclusion of individuals, or any other equality problems within the Practice
PERSONAL & PROFESSIONAL DEVELOPMENT
- Participate in any training implemented by the Practice in relation to this role
- Participate fully in the Practices annual appraisal process
- Identify and raise opportunities for own personal and/or professional development
- Take responsibility for own development, learning and performance
- Demonstrate skills and activities to others who are undertaking similar work
GENERAL
- Attend and participate in meetings, as required
- Ensure all administration records required are completed in an accurate and timely manner (including patient records)
- Undertake other such duties as required by the Practice and/or the Partners, in light of the ever-changing environment and needs
Person Specification
Qualifications
Essential
- Good level of general education
Desirable
- GCSE grade A to C in English and Maths
Experience
Essential
- Good level of spoken English Experience of working with patients / customers both face to face and by telephone Experience in telephone call handling
Desirable
- Experience of working in a healthcare setting Experience of using an electronic appointment booking system Experience of using an electronic medical record system or similar Understanding of medical terminology
Knowledge and Skills
Essential
- Able to use IT systems competently (with appropriate training). Capable of maintaining accurate records and documentation. Good written and verbal communication skills. Able to develop and maintain positive working relationships. A willingness to work with others and respect their views. Ability to work as a team and on own initiative. Ability to remain calm under pressure. Flexible to the challenging demands of a busy surgery. Professional approach always.
Person Specification
Qualifications
Essential
- Good level of general education
Desirable
- GCSE grade A to C in English and Maths
Experience
Essential
- Good level of spoken English Experience of working with patients / customers both face to face and by telephone Experience in telephone call handling
Desirable
- Experience of working in a healthcare setting Experience of using an electronic appointment booking system Experience of using an electronic medical record system or similar Understanding of medical terminology
Knowledge and Skills
Essential
- Able to use IT systems competently (with appropriate training). Capable of maintaining accurate records and documentation. Good written and verbal communication skills. Able to develop and maintain positive working relationships. A willingness to work with others and respect their views. Ability to work as a team and on own initiative. Ability to remain calm under pressure. Flexible to the challenging demands of a busy surgery. Professional approach always.
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.