GP Receptionist

Job description

Job responsibilities

Job Title: Receptionist

Location: Welby Group Medical Practice

Position Type: Full-time/Part-time

About Welby Group:

The Welby Group is dedicated to providing high-quality healthcare services to our community. We are committed to delivering exceptional patient care, upholding our core values, and fostering a positive and supportive working environment.

Job Summary:

As a Receptionist at the Welby Group, you play a vital role in ensuring smooth and efficient operations within our medical practice. You are the first point of contact for patients and external parties, making your role pivotal in providing outstanding patient experiences.

Key Responsibilities:

Patient & External Communication:

• Greet patients and external visitors at the point of contact with warmth and professionalism.
• Confirm patient identities accurately.
• Access and navigate patient records efficiently.
• Gather and record patient information accurately.
• Manage queries effectively, offering assistance as needed.
• Demonstrate punctuality in scheduling appointments and timekeeping.
• Take appropriate actions to assist visitors.
• Utilize various communication channels, including email, text messages, and letters.
• Understand and use the Communication Annexe.
• Assist patients with questionnaires and AMGP (Additional Medical Services).
• Utilize Care Navigation to assist and direct patients.
• Resolve outstanding QOF (Quality and Outcomes Framework) opportunistically.
• Provide patients with useful information and resources, catering to their special requirements.
• Liaise with external colleagues to gather or provide information.

Appointment Management:

• Efficiently book both one-off and scheduled appointments.
• Understand the use of appointment flags and links.
• Manage appointment changes, including moving, canceling, and rebooking.
• Book appointments into appropriate slot types.
• Ensure relevant information is added to appointment details.
• Manage AMGP Admin Group effectively.
• Book home visits appropriately.
• Arrange patient transport or provide relevant information to patients.
• Handle appointment cancellations received via patient voicemails.

IT Systems:

• Handle telephone calls professionally.
• Proficiently use IT systems like SystmOne and AMGP.
• Set up and manage patient Check-in Screen.
• Handle printers and printing tasks.
• Utilize IT FAQ to troubleshoot issues when possible.
• Safely handle plug sockets and eliminate wire hazards.
• Maintain knowledge of wires/cables and their connections.
• Utilize various software and systems, including GP TeamNet, PeopleHR, Card Machine, and Labeltrace.
• Explain and assist patients in accessing online services.
• Follow protocols and action protocols as required.
• Utilize the Recall System effectively.
• Handle emails and manage the generic inbox.
• Add patient photos/documents from electronic sources.
• Prepare sample pots for collection and print blood forms using Labeltrace.

Housekeeping:

• Maintain cleanliness and tidiness in the reception area and workspaces.
• Keep noticeboards and displayed patient information up to date.
• Ensure hand sanitizer is available for staff and patients.
• Clean and maintain medical equipment lent to patients.
• Record IT problems and contact NHS IT when necessary.
• Record stock/stationery levels and order supplies as required.
• Uphold premises health and safety standards and report issues.
• Ensure building security, including setting alarms and locking rooms.
• Follow opening and closing procedures.
• Prepare, stock, and maintain clinical rooms.
• Adhere to the practice's dress code.
• Keep mandatory training up to date.
• Maintain and record the cold chain for incoming vaccines/medications.
• Serve as a trained First Aider and Fire Marshall.
• Follow fire safety procedures.
• Handle samples and data logging, including monitoring fridges.

Systems and Processes:

• Handle financial transactions and provide receipts.
• Write and report Significant Events, including near misses.
• Follow confidentiality policies.
• Attempt to resolve complaints before escalating to management.
• Assist patients with registrations, including Out of Area registrations.
• Deduct relevant fees when required.
• Manage incoming and outgoing patient paper notes.
• Correctly distribute incoming emails and post.
• Monitor and manage the task system effectively.
• Process prescription requests.
• Scan incoming post to SystmOne and add patient and letter details.
• Act as a chaperone according to policy.
• Collaborate with other Group Practices for urgent non-reception work.
• Assist with outcomes of QOF (Quality and Outcomes Framework).
• Request tests, take urgent lab results, and follow communication results protocols.
• Follow patient death procedures.
• Handle vaccinations, including gathering preappointment information, recording vaccinations, and providing patients with vaccination history.
• Manage waiting lists effectively.

Private Work:

• Advise on the private work offered by the practice.
• Guide patients on realistic timeframes for private work.
• Help process forms and check patient details.
• Organize the completion of forms as needed.
• Inform patients of costs and assist with related paperwork.
• Direct patients to complete specific parts of forms when necessary.
• Advise on costs and handle payments for private work.

Values:

• Embrace Welby Group's working philosophy and collaborate with other internal sites.
• Understand and uphold 'The Welby Way' values.
• Maintain an open and honest approach with staff and patients.
• Go above and beyond for patients and support other staff members.
• Foster a no-blame culture and share mistakes to promote learning and improvement.
• Support the development of staff, systems, and processes.
• Collaborate with managers and team members to ensure adequate staffing levels during business hours.
• Treat staff and patients fairly and equitably, celebrating diversity.
• Maintain a positive, can-do attitude.
• Provide constructive feedback and participate in Welby Group Surveys.
• Actively work towards personal development and use constructive criticism for self-improvement.
• Contribute to the effective resolution of team conflicts in a respectful manner.
• Value, promote, and participate in a high standard of patient care.

Qualifications:

• High school diploma or equivalent (additional healthcare-related qualifications preferred).
• Proficiency in using IT systems, including SystmOne and AMGP.
• Strong communication and interpersonal skills.
• Organizational and multitasking abilities.
• Knowledge of medical terminology is an advantage.
• Previous experience in a healthcare or receptionist role is preferred.

Note: This job description is intended as a guide and should not be considered an exhaustive list of responsibilities. Responsibilities may change to accommodate the needs of our Practices and its patients.

Person Specification

Experience

Essential

• Proficiency in using IT systems, including SystmOne and AMGP.
• Strong communication and interpersonal skills.
• Organizational and multitasking abilities.
• Knowledge of medical terminology is an advantage.

Desirable

• Previous experience in a healthcare or receptionist role

Qualifications

Desirable

• healthcare-related qualifications preferred

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.

Employer details

Employer name

The Welby Group

Address

Cleveland Surgery

Vanessa Drive

Gainsborough

Lincolnshire

DN21 2UQ

Employer's website

https://www.thewelbypractice.co.uk/ (Opens in a new tab)