Job summary
Job Purpose
To
be the first point of contact for patients, families and service users in a
clinical environment.
To
provide an efficient and effective patient reception/administration function
within the primary care setting.
General Requirements
As
part of a reception team supporting a busy practice you will be the first point
of call, either over the telephone or face to face on reception, for patients/
service users; families and visitors to the practice, using appropriate
communication skills to support access to the practice and the booking of
appointments.
Main duties of the job
Principal Duties
Operating the administrative functions of the services telephone booking system.
Front of house, welcoming role, meeting and greeting patients/visitors coming into the practice.
Work as a member of the reception team, providing all aspects of reception duties including taking & recording messages, booking of appointments for patients and answering telephone.
Process new patient registrations and temporary registrations.
Respond appropriately to verbal complaints and refer any unresolved issues to support/operational management when necessary.
Use appropriate methods to communicate effectively within a team i.e. email.
Carry out a variety of clerical duties as and when required i.e. scanning, filing, faxing and photocopying.
Acting as a chaperone for a clinician if requested.
Open post received on site and deal with it appropriately, scanning into SystmOne where required. To record episodes from incoming items of post and log correctly.
To assist with the daily production of prescriptions, nomads & repeat dispensing.
To assist the support manager and other practice staff with the induction of any new or temporary receptionist staff.
Act upon Doctors requests to follow up patients i.e. liaise with other agencies, secondary care, patients, families and carers on the practices behalf.
Deal with incoming telephone calls and act upon each appropriately i.e. offer and book an appropriate appointment, refer for further clinical advice.
About us
Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are all the GP practices in Sheffield covering over half a million patients.
PCS manages 9 practices in Sheffield across 4 localities and 4 PCNs. We currently have a vacancy arising from an existing post.
The post holder will work as part of a wider data team who work together and support each other.
In exchange we offer a competitive employment package, access to NHS pension, medicash policy and a supportive team.
Job description
Job responsibilities
Job Purpose
-
To act as the first point of contact for patients, families and service users in a clinical environment.
-
To provide an efficient and effective reception and administrative service within a primary care setting.
General Requirements
As part of a busy reception team, you will be the first point of contact for patients, service users, families and visitors, either face to face or via the telephone. You will use appropriate communication skills to support access to services and the booking of appointments.
Principal Duties and ResponsibilitiesReception and Patient Services
-
Operate the services telephone and appointment booking systems.
-
Act as front-of-house, meeting and greeting patients and visitors.
-
Book appointments, take and record messages, and respond to telephone enquiries.
-
Process new and temporary patient registrations.
-
Take and record messages for clinical staff, including home visit requests and medical advice.
-
Deal with incoming telephone calls appropriately, including booking appointments or referring for clinical advice.
-
Respond appropriately to verbal complaints and escalate unresolved issues to management.
Administrative Duties
-
Carry out clerical duties including scanning, filing, faxing and photocopying.
-
Open and process incoming post, scanning documents into SystmOne where required and logging episodes correctly.
-
Provide administrative support for data quality.
-
Assist with the daily production of prescriptions, nomads and repeat dispensing.
-
Process and acknowledge receipt of patient monies when required.
-
Act upon GP requests to follow up patients, liaising with other agencies, secondary care, patients, families and carers.
Teamworking and Support
-
Work effectively as part of the reception team and wider practice team.
-
Communicate effectively using email, meetings and other appropriate methods.
-
Assist the Support Manager and practice staff with the induction of new or temporary reception staff.
-
Provide cover and support across other Primary Care Sheffield sites as required.
-
Act as a chaperone for clinicians when requested.
Environment and Facilities
-
Maintain reception, waiting and consultation areas, including leaflets and posters.
-
Report faults, equipment failures and building maintenance issues to the Support Manager.
-
Be responsible for opening and securing the premises when required.
Confidentiality
-
Maintain strict confidentiality at all times in relation to patient, staff and business information.
-
Ensure information is only shared with authorised individuals in accordance with practice policies and data protection legislation.
-
Respect patient privacy and dignity in all interactions.
Health and Safety
The post-holder is responsible for promoting and maintaining health, safety and infection control standards, including:
-
Adhering to health and safety and infection control policies and procedures.
-
Identifying, reporting and managing risks and hazards promptly.
-
Maintaining clean, tidy and safe work areas.
-
Using personal security systems appropriately.
-
Participating in mandatory infection control training (minimum annually).
-
Demonstrating due regard for safeguarding children and vulnerable adults.
Equality and Diversity
The post-holder will:
-
Promote equality, diversity and human rights in line with legislation and practice policies.
-
Treat patients, carers and colleagues with dignity, respect and fairness.
-
Act in a non-judgemental, welcoming and inclusive manner at all times.
Personal and Professional Development
-
Participate in an annual performance development review (PDR).
-
Take responsibility for own learning, development and performance.
-
Maintain records of personal and professional development.
-
Support and share learning with colleagues where appropriate.
Quality
The post-holder will:
-
Maintain high standards of quality within the practice.
-
Identify and report quality or risk issues.
-
Take accountability for own performance and actions.
-
Contribute to service improvement and effective team working.
-
Manage time, workload and resources effectively.
General
This job description is not exhaustive and may be reviewed and amended in line with service needs. The post-holder will be expected to undertake any reasonable duties consistent with the role.
Job description
Job responsibilities
Job Purpose
-
To act as the first point of contact for patients, families and service users in a clinical environment.
-
To provide an efficient and effective reception and administrative service within a primary care setting.
General Requirements
As part of a busy reception team, you will be the first point of contact for patients, service users, families and visitors, either face to face or via the telephone. You will use appropriate communication skills to support access to services and the booking of appointments.
Principal Duties and ResponsibilitiesReception and Patient Services
-
Operate the services telephone and appointment booking systems.
-
Act as front-of-house, meeting and greeting patients and visitors.
-
Book appointments, take and record messages, and respond to telephone enquiries.
-
Process new and temporary patient registrations.
-
Take and record messages for clinical staff, including home visit requests and medical advice.
-
Deal with incoming telephone calls appropriately, including booking appointments or referring for clinical advice.
-
Respond appropriately to verbal complaints and escalate unresolved issues to management.
Administrative Duties
-
Carry out clerical duties including scanning, filing, faxing and photocopying.
-
Open and process incoming post, scanning documents into SystmOne where required and logging episodes correctly.
-
Provide administrative support for data quality.
-
Assist with the daily production of prescriptions, nomads and repeat dispensing.
-
Process and acknowledge receipt of patient monies when required.
-
Act upon GP requests to follow up patients, liaising with other agencies, secondary care, patients, families and carers.
Teamworking and Support
-
Work effectively as part of the reception team and wider practice team.
-
Communicate effectively using email, meetings and other appropriate methods.
-
Assist the Support Manager and practice staff with the induction of new or temporary reception staff.
-
Provide cover and support across other Primary Care Sheffield sites as required.
-
Act as a chaperone for clinicians when requested.
Environment and Facilities
-
Maintain reception, waiting and consultation areas, including leaflets and posters.
-
Report faults, equipment failures and building maintenance issues to the Support Manager.
-
Be responsible for opening and securing the premises when required.
Confidentiality
-
Maintain strict confidentiality at all times in relation to patient, staff and business information.
-
Ensure information is only shared with authorised individuals in accordance with practice policies and data protection legislation.
-
Respect patient privacy and dignity in all interactions.
Health and Safety
The post-holder is responsible for promoting and maintaining health, safety and infection control standards, including:
-
Adhering to health and safety and infection control policies and procedures.
-
Identifying, reporting and managing risks and hazards promptly.
-
Maintaining clean, tidy and safe work areas.
-
Using personal security systems appropriately.
-
Participating in mandatory infection control training (minimum annually).
-
Demonstrating due regard for safeguarding children and vulnerable adults.
Equality and Diversity
The post-holder will:
-
Promote equality, diversity and human rights in line with legislation and practice policies.
-
Treat patients, carers and colleagues with dignity, respect and fairness.
-
Act in a non-judgemental, welcoming and inclusive manner at all times.
Personal and Professional Development
-
Participate in an annual performance development review (PDR).
-
Take responsibility for own learning, development and performance.
-
Maintain records of personal and professional development.
-
Support and share learning with colleagues where appropriate.
Quality
The post-holder will:
-
Maintain high standards of quality within the practice.
-
Identify and report quality or risk issues.
-
Take accountability for own performance and actions.
-
Contribute to service improvement and effective team working.
-
Manage time, workload and resources effectively.
General
This job description is not exhaustive and may be reviewed and amended in line with service needs. The post-holder will be expected to undertake any reasonable duties consistent with the role.
Person Specification
Experience
Essential
- Experience of working in a reception environment dealing with patients/public in person and by phone
- IT experience using Microsoft Office and e-mail
Desirable
- Previous experience of working within the NHS
- Previous experience of working in a GP practice
Qualifications
Essential
- GCSE or equivalent English and Maths at grade C or above.
Desirable
- Receptionist or Medical Terminology qualifications/experience
Knowledge and Skills
Essential
- Knowledge of office/reception procedures
- Good understanding of equality & diversity
- Excellent organisational skills
- Excellent communication skills
- Methodical approach to work
- Excellent interpersonal skills
- Excellent keyboard skills
Desirable
- Clinical System Use (SystmOne)
Person Specification
Experience
Essential
- Experience of working in a reception environment dealing with patients/public in person and by phone
- IT experience using Microsoft Office and e-mail
Desirable
- Previous experience of working within the NHS
- Previous experience of working in a GP practice
Qualifications
Essential
- GCSE or equivalent English and Maths at grade C or above.
Desirable
- Receptionist or Medical Terminology qualifications/experience
Knowledge and Skills
Essential
- Knowledge of office/reception procedures
- Good understanding of equality & diversity
- Excellent organisational skills
- Excellent communication skills
- Methodical approach to work
- Excellent interpersonal skills
- Excellent keyboard skills
Desirable
- Clinical System Use (SystmOne)
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.
