Job summary
An opening has arisen for a lead medical receptionist to join our friendly reception team. The role requires provision of a high-quality service to staff and patient of the practice, undertaking duties to include, but not limited to:
Experience in a similar role would be desirable; however, full training is available for the right person.
Working pattern to be agreed at interview. Ad-hoc additional hours will be regular, variable, requirement agreed in advance.
To meet practice demand an occasional Saturday may be required.
Main duties of the job
- To lend support to Managers as required.
- To provide and maintain caring, courteous, efficient, effective,
friendly, professional and accurate services to patients and provide a link
between patients and clinical staff.
- To sign-post patients appropriately to the most relevant health care
professional for their needs and as required directing and updating others
within the reception team on what direction would be most appropriate within
set circumstances.
- To facilitate effective communication between patients, members of the
primary health care team, secondary care and other associated healthcare
agencies.
- To represent the reception team at internal and external meetings,
responding to requests for feedback and expressing collective and individual
views when prompted.
- To offer general assistance to the practice team and project a positive
and friendly image to the team, patients and other visitors, either in person
or via the telephone.
- To undertake a variety of administrative duties to assist in the smooth
running of the practice including the provision of secretarial and clerical
support to clinical staff and other members of the practice team.
- To recognise the need for and be supportive of change, internally and
externally for the locality.
- To be helpful and courteous at all times and ensure reception team work
in a manner consistent with the practice and patient charters and observe all
practice protocols, guidelines and standard operating procedures.
About us
Our 3 partner practice has a patient population of
over 8000+ patients and a staff of 2 further salaried GPs, 3 ANPs and a full complement
of nurses, HCAs, dispensers, receptionists and admin staff all working
alongside a growing number of additional PCN roles.
Based in the Forest of Dean, our Cinderford surgery
serves the surrounding town and rural communities. In spacious, environmentally
friendly new premises, we occupy the first purpose-built, dementia-friendly
surgery in the UK. Patients can also access a full range of services at our
branch site in the local village of Ruardean & Westbury-on-Severn
Job description
Job responsibilities
The duties and responsibilities to be
undertaken by members of the practice reception 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
Organisational Manager or the Operations Manager, dependent on current and
evolving practice workload and staffing levels:
- To be confidential in all matters and at all times, as laid down in your
contract of employment.
- To open-up / lock-up practice premises and maintain security in
accordance with practice protocols.
- To maintain and monitor the practice appointments system.
- To process and monitor face-to-face and telephone requests, ensuring all
callers are directed appropriately.
- To take messages and pass on information promptly.
- To assist with management of patient suggestions, feed-back, surveys,
concerns, grumbles and complaints.
- To assist with management of the patient participation and patient
reference groups.
- To initiate contact with and respond to requests from patients, other
team members and associated healthcare agencies and providers.
- To assist with maintenance of team and patient notice boards and
displays.
- To process and distribute incoming and outgoing mail.
- To file and retrieve paperwork.
- To carry out computer data entry, data allocation and collation; process
and record information in accordance with practice procedures; maintain
accurate, clear and up-to-date manual and computerised records.
- To provide clerical assistance as required from time to time, including
word / data processing, filing, photocopying, scanning, secretarial, patient
registration and records.
- To maintain sufficient reception office supplies.
- To provide refreshments for staff and visitors as required, keeping the
kitchen / drinks areas clean and tidy.
- To maintain a good standard of housekeeping within all areas of work.
- To develop, encourage and maintain kind, considerate and supportive
relationships with all colleagues in line with practice guidance.
- To assist with reception team recruitment needs.
- To assist with rota and staffing hours management.
- To assist with sickness absence return-to-work form completion and
interviews.
- To provide and structure relief cover, with prior agreement, in times of
sudden sickness or absence, in order to continue to provide optimum staffing
levels both in the reception and dispensary areas.
- To attend and actively participate in meetings as and when required with
reasonable notice.
- To plan and chair regular reception team meetings.
- To minute meetings as and when required.
- To assist with planning and monitoring training and development for the
reception team.
- To provide coaching, training and mentoring to the reception team.
- To undertake training and attend courses if and when a need is
identified.
- To assist with production and maintenance of reception team guidance
documents.
- To assist with reception interim reviews and appraisal planning,
paperwork preparation and completion, along with representation at such
meetings when requested.
- To bring to the attention of the managers any persistent issues,
shortcomings, failures or lack of support within the reception team, in order
that action can be taken to ensure that patients are provided with an optimum
service at all times
- To adhere to all fire, safety and emergency procedures.
- To assist with completion of risk assessments.
- To use ones own judgement, resourcefulness, common sense and local
knowledge, to respond to patients inquiries and requests, to prioritise
personal work load and work without direct supervision.
- To carry out all requested duties associated with reception of patients
into the practice, management of patient care and general administration of the
Practice.
- To undertake all other reasonable tasks as required from time to time.
Job description
Job responsibilities
The duties and responsibilities to be
undertaken by members of the practice reception 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
Organisational Manager or the Operations Manager, dependent on current and
evolving practice workload and staffing levels:
- To be confidential in all matters and at all times, as laid down in your
contract of employment.
- To open-up / lock-up practice premises and maintain security in
accordance with practice protocols.
- To maintain and monitor the practice appointments system.
- To process and monitor face-to-face and telephone requests, ensuring all
callers are directed appropriately.
- To take messages and pass on information promptly.
- To assist with management of patient suggestions, feed-back, surveys,
concerns, grumbles and complaints.
- To assist with management of the patient participation and patient
reference groups.
- To initiate contact with and respond to requests from patients, other
team members and associated healthcare agencies and providers.
- To assist with maintenance of team and patient notice boards and
displays.
- To process and distribute incoming and outgoing mail.
- To file and retrieve paperwork.
- To carry out computer data entry, data allocation and collation; process
and record information in accordance with practice procedures; maintain
accurate, clear and up-to-date manual and computerised records.
- To provide clerical assistance as required from time to time, including
word / data processing, filing, photocopying, scanning, secretarial, patient
registration and records.
- To maintain sufficient reception office supplies.
- To provide refreshments for staff and visitors as required, keeping the
kitchen / drinks areas clean and tidy.
- To maintain a good standard of housekeeping within all areas of work.
- To develop, encourage and maintain kind, considerate and supportive
relationships with all colleagues in line with practice guidance.
- To assist with reception team recruitment needs.
- To assist with rota and staffing hours management.
- To assist with sickness absence return-to-work form completion and
interviews.
- To provide and structure relief cover, with prior agreement, in times of
sudden sickness or absence, in order to continue to provide optimum staffing
levels both in the reception and dispensary areas.
- To attend and actively participate in meetings as and when required with
reasonable notice.
- To plan and chair regular reception team meetings.
- To minute meetings as and when required.
- To assist with planning and monitoring training and development for the
reception team.
- To provide coaching, training and mentoring to the reception team.
- To undertake training and attend courses if and when a need is
identified.
- To assist with production and maintenance of reception team guidance
documents.
- To assist with reception interim reviews and appraisal planning,
paperwork preparation and completion, along with representation at such
meetings when requested.
- To bring to the attention of the managers any persistent issues,
shortcomings, failures or lack of support within the reception team, in order
that action can be taken to ensure that patients are provided with an optimum
service at all times
- To adhere to all fire, safety and emergency procedures.
- To assist with completion of risk assessments.
- To use ones own judgement, resourcefulness, common sense and local
knowledge, to respond to patients inquiries and requests, to prioritise
personal work load and work without direct supervision.
- To carry out all requested duties associated with reception of patients
into the practice, management of patient care and general administration of the
Practice.
- To undertake all other reasonable tasks as required from time to time.
Person Specification
Experience
Essential
- Experience in similar role would be desirable; however, full training is available for the right applicant
Desirable
- Minimum of 2 years Medical Receptionist experience
- Previous supervisory / managerial experience
- Ability and confidence to trouble shoot, liaise with helplines and assist others
- Previous experience of using other clinical software.
Circumstances
Essential
- Flexibility with structure and amount of hours
- Flexibility to work outside the normal practice opening hours
- Flexibility to work across three sites
- Full UK driving licence
Person Specification
Experience
Essential
- Experience in similar role would be desirable; however, full training is available for the right applicant
Desirable
- Minimum of 2 years Medical Receptionist experience
- Previous supervisory / managerial experience
- Ability and confidence to trouble shoot, liaise with helplines and assist others
- Previous experience of using other clinical software.
Circumstances
Essential
- Flexibility with structure and amount of hours
- Flexibility to work outside the normal practice opening hours
- Flexibility to work across three sites
- Full UK driving licence
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.
