Job summary
Are you a receptionist wanting a fresh new challenge?
Or Perhaps a customer service professional looking for a career change?
Do you want to work for a progressive GP Practice organisation?
Do you want to work in a friendly and supportive team.
If any of this appeals to you, then you need to be working for PWE Healthcare.
We are recruiting for receptionists and can offer you a unique role working alongside our existing reception team to provide cover during times of sickness and annual leave. You will complete your training and be working on a base site initially but can be asked to cover at one of our other sites.
Main duties of the job
Skills you will need include:
Flexibility to work across sites as required
Experience of greeting patients/ visitors /other professionals and make them feel welcome in a positive and friendly manner.
Experience of dealing with a high volume of calls prioritising work and situations.
Experience of clerical duties and office procedures
Ability to communicate well in a variety of formats and with peers of all levels up to senior management
Good working knowledge of using MS office to competent level especially MS word, excel and outlook
Ability to work well as part of a team and on own initiative
Positive and friendly persona with good interpersonal skills and smart personal presentation
Excellent time-keeping skills and an organised approach to work
A willingness to learn new skills
Ability to promote a positive image of the practice
Ability to and willingness to work flexibly in response to changing organisational requirements
An interest in working in a healthcare envi
About us
This is a unique role within our service where you will be a valued member of the team but will be based potentially, across any one of our 4 sites to provide valuable support during times of high absence or demand. This means you will be expected to travel between sites.
You will undertake a valuable, respected at PWE Healthcare. We put our patients care at the core of our practice.
You will be the face and the voice of the practice, delivering care to a diverse practice population. Supported by an experienced team, you will deliver exceptional patient services.
You will work collaboratively with the practice team to meet the needs of patients by providing safe, personal, quality based care.
You will be part of a reception team that works from 8.00am-6.30pm
You will support the delivery of policy and support all colleagues as appropriate
You will use your judgment, resourcefulness and common sense and demonstrate flexibility when required
In return, we will give you a friendly, supportive environment to work in. An environment that encourages development, training and career progression, that promotes a team ethos and rewards and recognises you for the value you bring to the role.
Job description
Job responsibilities
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 and project a positive and friendly image to patients and other visitors, either in person, telephone or in writing.
A high degree of accuracy is required in the role as is the ability to work as part of a wider team and on own initiative within practice policy and frameworks.
Outline job responsibilities
General administration-
- To have a thorough knowledge of all practice procedures
- To work in accordance with all written protocols
- Scanning, reading and actioning clinical correspondence
- Managing post
- Photocopy as requested
- Maintain the office filing systems and confidentiality
Reception
- Receiving patients consulting with members of practice team
- Processing prescription requests
- Processing all other requests/referring these to others where required
- Processing and handling repeat prescriptions to patients and checking names and addresses and when medications are due
- Promoting practice services as required eg online access,
care navigation etc
- Be able to cover all reception positions as necessary
- Be able to work accurately at a degree of speed and in a
busy, pressured environment
- Deal with conflict and be able to work with patients to
ensure their needs are met in line with practice protocol and available
resources.
Appointments
Computer
- Registrations of new patients be aware of practice protocol
and advise patients accordingly, ensuring checks are made in line with practice
policy
- Process patients change of address / contact details
computer data and medical records (have knowledge of practice area).
- Process repeat prescription requests in accordance with
practice guidelines
- Record information on patient records promptly and with a
high degree of accuracy
- Undertake back office computer administrative tasks to
ensure digital housekeeping protocols are maintained
Patient Recall
- Support the practice with call and recall of patients
ensuring patients are invited into practice in line with the needs of the
individual and within practice resource
- Proactively invite patients in for routine screening,
vaccination and reviews
Other Tasks
- Develop positive working relationships with clinical and
administrative staff
- Welcome locums as required
- Ensure building security at all sites have thorough
knowledge of doors/windows/alarm.
- Any other tasks allocated by managers
- Flexible approach to working hours / overtime agreeing to
requests and cover for staff absence as required
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, to 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
- 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 recognize the importance of effective
communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of
communication and respond accordingly.
Job description
Job responsibilities
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 and project a positive and friendly image to patients and other visitors, either in person, telephone or in writing.
A high degree of accuracy is required in the role as is the ability to work as part of a wider team and on own initiative within practice policy and frameworks.
Outline job responsibilities
General administration-
- To have a thorough knowledge of all practice procedures
- To work in accordance with all written protocols
- Scanning, reading and actioning clinical correspondence
- Managing post
- Photocopy as requested
- Maintain the office filing systems and confidentiality
Reception
- Receiving patients consulting with members of practice team
- Processing prescription requests
- Processing all other requests/referring these to others where required
- Processing and handling repeat prescriptions to patients and checking names and addresses and when medications are due
- Promoting practice services as required eg online access,
care navigation etc
- Be able to cover all reception positions as necessary
- Be able to work accurately at a degree of speed and in a
busy, pressured environment
- Deal with conflict and be able to work with patients to
ensure their needs are met in line with practice protocol and available
resources.
Appointments
Computer
- Registrations of new patients be aware of practice protocol
and advise patients accordingly, ensuring checks are made in line with practice
policy
- Process patients change of address / contact details
computer data and medical records (have knowledge of practice area).
- Process repeat prescription requests in accordance with
practice guidelines
- Record information on patient records promptly and with a
high degree of accuracy
- Undertake back office computer administrative tasks to
ensure digital housekeeping protocols are maintained
Patient Recall
- Support the practice with call and recall of patients
ensuring patients are invited into practice in line with the needs of the
individual and within practice resource
- Proactively invite patients in for routine screening,
vaccination and reviews
Other Tasks
- Develop positive working relationships with clinical and
administrative staff
- Welcome locums as required
- Ensure building security at all sites have thorough
knowledge of doors/windows/alarm.
- Any other tasks allocated by managers
- Flexible approach to working hours / overtime agreeing to
requests and cover for staff absence as required
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, to 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
- 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 recognize the importance of effective
communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of
communication and respond accordingly.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) Grade A-C in English
- Essential criteria
- Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
- Desirable criteria
- Experience of working in a team setting; Experience of dealing with vulnerable people; Experience of dealing with people where English may not be their first language;
Experience
Essential
- Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
- Knowledge of EMIS system
- Working in a Primary care setting
Person Specification
Qualifications
Essential
- GCSE (or equivalent) Grade A-C in English
- Essential criteria
- Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
- Desirable criteria
- Experience of working in a team setting; Experience of dealing with vulnerable people; Experience of dealing with people where English may not be their first language;
Experience
Essential
- Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
- Knowledge of EMIS system
- Working in a Primary care setting
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.
