Job summary
We are looking for 2 experienced Receptionists to
join our team for 37 hours per week, who can work under pressure and has excellent customer service
skills.
You will provide a high quality patient-centred
service, projecting a positive and friendly image and act as a point of contact
between patients and clinical staff. The ideal candidate will have reception
experience and be capable of multi-tasking as you will be assisting patients on
the telephone, face-to-face and online, be first point of contact to external
healthcare providers and undertaking many administrative tasks.
You will be motivated, hard-working, enthusiastic,
friendly and flexible as you need to cover for colleagues when required.
Previous experience in primary care with knowledge
of EMIS web would be advantageous, although all experiences will be
considered/training provided.
You will be required to
work 37 Hours per week, Monday - Friday, and some Saturdays when required.
Main duties of the job
Main duties:
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.
Offer general assistance to the practice team and
project a positive and friendly image to patients and other visitors, either in
person, via the telephone or on-line.
Person Specification
Essential Attributes:
-Strong communication skills
-Confident telephone manner
-Attention to detail
-Reliability
-Proactive
-Excellent time management skills
-Ability to work under pressure
-Ability to meet deadlines
-Flexibility to cover alternate hours
Essential Experience/Knowledge:
-Computer literate with knowledge of Microsoft
office applications
-Customer service experience
Desirable Experience:
-Experience of working in a GP Practice
-Experience of EMIS web and
Docman systems
About us
Three Villages Medical Practice is an 12,000 plus
patient practice with an increasing list size. It is situated over two floors
of the Stourbridge Health and Social Care Centre and has a team of clinical and
administrative staff. This is a well-established medical practice, respected by
patients for its high standard of patient care, collaborative working, training
of GP registrars, teaching of medical students and research.
The practice is open Monday to Friday
between 8.00am and 6.30pm and Saturday morning between 8.00am and 1.00pm.
Job description
Job responsibilities
Job Summary:
The
purpose of the role is to:
- 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.
- Offer general assistance to the Practice team and project a
positive and friendly image to patients and other visitors, either in
person, via the telephone or online.
Duties and
Responsibilities:
The
duties and responsibilities to be undertaken by members of the Practice
administration team may include any, or all of the items in the following list.
Duties may be varied from time to time under the direction of the Lead
Receptionist or Management Team dependent on current and evolving Practice
workload and staffing levels:
- Processing personal, telephone and online requests (via Footfall)
for telephone consultations, appointments and visits ensuring callers are
directed to the appropriate Doctor/healthcare professional.
- Answering all incoming telephone calls promptly and taking accurate
messages where necessary and passing on information to the appropriate
members of the practice team (duties are on a rota).
- Greeting all patients and visitors at the reception or on the
telephone in a courteous manner and ensure that all enquiries are dealt
with efficiently and professionally.
- Explaining practice arrangements and formal requirements to new
patients and those seeking temporary cover and ensure procedures are
completed.
- Processing letters for clinics and patients as and when required.
- Processing prescription requests, dealing with prescription
enquiries and handing out prescriptions, checking names and addresses in
accordance with practice guidelines.
- Computer
data entry/data allocation and collation; processing, recording and
retrieving information in accordance with practice procedures.
- Identifying
patients needs by checking in the Clinical System for any warnings,
upcoming reviews, screenings or immunisations that
are due.
- Updating
any relevant details on the patients records.
- Setting-up
and securing of practice premises and maintaining security in accordance
with practice protocols.
- Keeping
the reception area tidy and free from obstructions and clutter.
- Ensuring
that reception is appropriately stocked, referring to Lead Receptionist to
order appropriate stock/stationary items as and where required.
- Ensuring
tasks and workflows are completed in a timely manner.
- Arranging
interpretation, district nursing care and other services for patients.
- Checking
and monitoring own and reception email account.
- Ensuring
all medical records and patient information is not accessible to
unauthorised persons and are locked away at the end of the day.
- Undertaking
any other additional duties appropriate to the post as requested by the Lead
Receptionist or Management Team.
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.
- Comply with the Data Protection Act and
Freedom of Information Act when dealing with requests for Information.
- 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 with in 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.
- Responsible for Mandatory Training is
completed.
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.
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, sharing good
practice and knowledge.
- Participate in audit where appropriate.
Job description
Job responsibilities
Job Summary:
The
purpose of the role is to:
- 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.
- Offer general assistance to the Practice team and project a
positive and friendly image to patients and other visitors, either in
person, via the telephone or online.
Duties and
Responsibilities:
The
duties and responsibilities to be undertaken by members of the Practice
administration team may include any, or all of the items in the following list.
Duties may be varied from time to time under the direction of the Lead
Receptionist or Management Team dependent on current and evolving Practice
workload and staffing levels:
- Processing personal, telephone and online requests (via Footfall)
for telephone consultations, appointments and visits ensuring callers are
directed to the appropriate Doctor/healthcare professional.
- Answering all incoming telephone calls promptly and taking accurate
messages where necessary and passing on information to the appropriate
members of the practice team (duties are on a rota).
- Greeting all patients and visitors at the reception or on the
telephone in a courteous manner and ensure that all enquiries are dealt
with efficiently and professionally.
- Explaining practice arrangements and formal requirements to new
patients and those seeking temporary cover and ensure procedures are
completed.
- Processing letters for clinics and patients as and when required.
- Processing prescription requests, dealing with prescription
enquiries and handing out prescriptions, checking names and addresses in
accordance with practice guidelines.
- Computer
data entry/data allocation and collation; processing, recording and
retrieving information in accordance with practice procedures.
- Identifying
patients needs by checking in the Clinical System for any warnings,
upcoming reviews, screenings or immunisations that
are due.
- Updating
any relevant details on the patients records.
- Setting-up
and securing of practice premises and maintaining security in accordance
with practice protocols.
- Keeping
the reception area tidy and free from obstructions and clutter.
- Ensuring
that reception is appropriately stocked, referring to Lead Receptionist to
order appropriate stock/stationary items as and where required.
- Ensuring
tasks and workflows are completed in a timely manner.
- Arranging
interpretation, district nursing care and other services for patients.
- Checking
and monitoring own and reception email account.
- Ensuring
all medical records and patient information is not accessible to
unauthorised persons and are locked away at the end of the day.
- Undertaking
any other additional duties appropriate to the post as requested by the Lead
Receptionist or Management Team.
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.
- Comply with the Data Protection Act and
Freedom of Information Act when dealing with requests for Information.
- 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 with in 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.
- Responsible for Mandatory Training is
completed.
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.
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, sharing good
practice and knowledge.
- Participate in audit where appropriate.
Person Specification
Qualifications
Essential
- GCSE qualifications including Maths and English
Experience
Essential
- Computer literate with knowledge of Microsoft office applications
- Customer service experience
Desirable
- Experience of working in a GP Practice
- Experience of EMIS web and Docman systems
Attributes
Essential
- Strong communication skills
- Confident telephone manner
- Attention to detail
- Reliability
- Proactive
- Excellent time management skills
- Ability to work under pressure
- Ability to meet deadlines
- Flexibility to cover alternate hours
Person Specification
Qualifications
Essential
- GCSE qualifications including Maths and English
Experience
Essential
- Computer literate with knowledge of Microsoft office applications
- Customer service experience
Desirable
- Experience of working in a GP Practice
- Experience of EMIS web and Docman systems
Attributes
Essential
- Strong communication skills
- Confident telephone manner
- Attention to detail
- Reliability
- Proactive
- Excellent time management skills
- Ability to work under pressure
- Ability to meet deadlines
- Flexibility to cover alternate hours
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.
