Job summary
Forty Willows Surgery is recruiting!
We are looking for someone to join our friendly reception team on a part time basis for 25 hours a week, 13:00- 18:30 Monday-Friday.
We have close ties to our other
Primary Care Network (PCN) member practices, and to our sister practice in
Willesden. Excellent teamwork and communication is a must - you'll be liaising
with patients, colleagues and external agencies on a daily basis.
As the first point of contact for the
practice you'll be able to use a compassionate approach and problem solving
skills to manage a wide range of queries and ensure patients are able to access
the help and care they need, and see the right person at the right time.
Solid IT and organisational skills
will allow you to support both the clinical and administrative teams, and your
positive and hardworking nature will mean you are ready to take on the
responsibility and fulfilling challenge of working in General Practice!
As a training practice looking after
GP registrars, medical students and hosting a range of PCN staff we love
meeting new people. If you think you'd be a good fit - get in touch!
Main duties of the job
Reception staff are the first point
of contact for patients and visitors to the practice, whether face to face or
over the telephone. The impressions that you make and the work you do are
essential to the smooth running of the practice as a whole.
We expect that as part of our
reception team you will assist patients with their queries promptly,
courteously and professionally and do so with a caring and compassionate
approach, respecting the sensitive and confidential nature of the information
you work with.
Your role is to work closely with
your team members to provide an efficient, effective reception and
administration service to the practice, supporting the clinical team in
providing excellent patient care, and the management team in the smooth running
of the practice.
About us
Forty Willows Surgery is a teaching
GP Practice that looks after just over 7000 patients. We have grown
significantly over the last few years and work hard to provide a great service
to our patients - something we understand comes from having a supportive,
friendly atmosphere across our team.
We work with staff across our Primary
Care Network, including clinical pharmacists and social prescribers to ensure
we have the right skill mix to be able to look after our patients
effectively.
As well as being invested in providing
great patient care, we are also invested in the clinicians of the future and
are a teaching practice with links to Imperial College London through which we
teach medical students. We also train the next generation of GP's through the
Central Middlesex Hospital VTS Scheme, and usually have several GP registrars working
with us in the practice.
We have a sister GP practice in
Willesden looked after by the same Partners and Management team.
Job description
Job responsibilities
Medical Receptionist Job Description
Summary:
Reception staff are the first point
of contact for patients and visitors to the practice, whether face to face or
over the telephone. The impressions that you make and the work you do are
essential to the smooth running of the practice as a whole.
We expect that as part of our reception
team you will assist patients with their queries promptly, courteously and
professionally and do so with a caring and compassionate approach, respecting
the sensitive and confidential nature of the information you work with.
Your role is to work closely with
your team members to provide an efficient, effective reception and
administration service to the practice, supporting the clinical team in
providing excellent patient care.
Key working relationships:
- Doctors (GP partners, salaried GPs,
GP registrars)
- Practice manager
- Reception manager
- Reception team
- Administration team
- Medical students
Front desk duties:
- Open and close practice when
required, maintaining security
- Receive and welcome patients and
visitors promptly and courteously
- Handle general enquiries,
escalating to appropriate person if needed
- Deal with telephone enquiries,
taking messages if required
- Register new patients following
practice registration procedure
- Receive and deal with letters and
deliveries. Distribute as appropriate and follow protocols.
- Receive and action prescription requests
- Deal with outgoing letters and
hospital courier collections
- Record all sums of money taken in
using petty cash system
I.T. duties
- Use of the EMIS Web clinical
information system:
- Book and manage patient
appointments
- Manage incoming online
consultations
- Create and action tasks
- Manage prescription requests
according to protocol
- Monitor EMIS workflow
- Complete patient registration
online and face to face & update patient details
- Action patient referrals through
the E-referrals system and manage inter-practice referrals
- Use software associated with EMIS
WEB e.g. GP2GP, EPS, patient access when needed
- Action requests for transport/translators/ambulances etc
Email:
- Monitor personal NHS mail and practice
NHS mailboxes
- Action and direct incoming emails
Use of the Docman document management
system:
- Action the Docman workflow tasks
that have been sent to the reception team and ensure that these remain up to date on a daily basis
Use of the Abtrace patient recall system
- Monitor patient tasks on Abtrace to proactively invite patients for monitoring and screening appointments
Medical Record Management:
- Coding information into patient
records
- Maintain paper medical records held
by surgery including filing records.
- Prepare copy records as requested
including electronic format and photocopying of paper records
Other rotational duties can include:
- Monitor fridge temperature in
clinical rooms (rotational duty)
- Check stock held in reception and
clinical rooms (rotational duty)
General duties:
The post holder is expected to:
- Be flexible to cover colleagues in
their absence including short notice cover for sickness. This may result in
longer working hours or different days to normal working days (reimbursement
for agreed additional hours worked will be made)
- Attend staff meetings
- Ensure reception area remains tidy
- Communicate information regarding
unsolved or urgent problems to colleagues
- Liaise with external bodies e.g.
local hospital departments or district nurses to obtain patients results and
follow up appointments
- Contact patients - recalling -
for tests or appointments due
- Participate in Care Quality
Commission (CQC) preparation work and Quality Outcomes Framework (QOF) work
when 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.
All such information, from any source, is to be regarded as strictly
confidential.
-
Information relating to patients, carers, colleagues and 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 and safety
and security as laid out in the staff handbook and health and safety
manual. This will include:
-
Using personal security systems within the workplace according to
practice guidelines.
-
Making effective use of training to update knowledge and skills
-
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way 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 recognises 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 the individual, is
non-judgemental and respects their circumstances, feeling, priorities and
rights.
Personal and
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
(appraisal), including taking responsibility for maintaining a record of their
own personal and or professional development
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 recognise 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.
Contribute to implementation of services:
The post holder
will:
-
Apply practice policies, standards and guidance
-
Discuss with other team members how the policies, standards and
guidelines will affect own work
-
Participate in audit as required.
Note: The above is not intended to be
an exhaustive list of duties and as there may be alterations or additions
commensurate with the range of activities describe above.
Job description
Job responsibilities
Medical Receptionist Job Description
Summary:
Reception staff are the first point
of contact for patients and visitors to the practice, whether face to face or
over the telephone. The impressions that you make and the work you do are
essential to the smooth running of the practice as a whole.
We expect that as part of our reception
team you will assist patients with their queries promptly, courteously and
professionally and do so with a caring and compassionate approach, respecting
the sensitive and confidential nature of the information you work with.
Your role is to work closely with
your team members to provide an efficient, effective reception and
administration service to the practice, supporting the clinical team in
providing excellent patient care.
Key working relationships:
- Doctors (GP partners, salaried GPs,
GP registrars)
- Practice manager
- Reception manager
- Reception team
- Administration team
- Medical students
Front desk duties:
- Open and close practice when
required, maintaining security
- Receive and welcome patients and
visitors promptly and courteously
- Handle general enquiries,
escalating to appropriate person if needed
- Deal with telephone enquiries,
taking messages if required
- Register new patients following
practice registration procedure
- Receive and deal with letters and
deliveries. Distribute as appropriate and follow protocols.
- Receive and action prescription requests
- Deal with outgoing letters and
hospital courier collections
- Record all sums of money taken in
using petty cash system
I.T. duties
- Use of the EMIS Web clinical
information system:
- Book and manage patient
appointments
- Manage incoming online
consultations
- Create and action tasks
- Manage prescription requests
according to protocol
- Monitor EMIS workflow
- Complete patient registration
online and face to face & update patient details
- Action patient referrals through
the E-referrals system and manage inter-practice referrals
- Use software associated with EMIS
WEB e.g. GP2GP, EPS, patient access when needed
- Action requests for transport/translators/ambulances etc
Email:
- Monitor personal NHS mail and practice
NHS mailboxes
- Action and direct incoming emails
Use of the Docman document management
system:
- Action the Docman workflow tasks
that have been sent to the reception team and ensure that these remain up to date on a daily basis
Use of the Abtrace patient recall system
- Monitor patient tasks on Abtrace to proactively invite patients for monitoring and screening appointments
Medical Record Management:
- Coding information into patient
records
- Maintain paper medical records held
by surgery including filing records.
- Prepare copy records as requested
including electronic format and photocopying of paper records
Other rotational duties can include:
- Monitor fridge temperature in
clinical rooms (rotational duty)
- Check stock held in reception and
clinical rooms (rotational duty)
General duties:
The post holder is expected to:
- Be flexible to cover colleagues in
their absence including short notice cover for sickness. This may result in
longer working hours or different days to normal working days (reimbursement
for agreed additional hours worked will be made)
- Attend staff meetings
- Ensure reception area remains tidy
- Communicate information regarding
unsolved or urgent problems to colleagues
- Liaise with external bodies e.g.
local hospital departments or district nurses to obtain patients results and
follow up appointments
- Contact patients - recalling -
for tests or appointments due
- Participate in Care Quality
Commission (CQC) preparation work and Quality Outcomes Framework (QOF) work
when 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.
All such information, from any source, is to be regarded as strictly
confidential.
-
Information relating to patients, carers, colleagues and 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 and safety
and security as laid out in the staff handbook and health and safety
manual. This will include:
-
Using personal security systems within the workplace according to
practice guidelines.
-
Making effective use of training to update knowledge and skills
-
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way 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 recognises 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 the individual, is
non-judgemental and respects their circumstances, feeling, priorities and
rights.
Personal and
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
(appraisal), including taking responsibility for maintaining a record of their
own personal and or professional development
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 recognise 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.
Contribute to implementation of services:
The post holder
will:
-
Apply practice policies, standards and guidance
-
Discuss with other team members how the policies, standards and
guidelines will affect own work
-
Participate in audit as required.
Note: The above is not intended to be
an exhaustive list of duties and as there may be alterations or additions
commensurate with the range of activities describe above.
Person Specification
Knowledge/Skills
Essential
- Strong computer literacy and keyboard skills
- Competent in the use of Microsoft office and outlook
- Excellent interpersonal and communication skills written and verbal Effective time management
Desirable
- Experience of using EMIS Web
- Experience of using Docman
Experience
Essential
- Experience of dealing with members of the public in a customer care role
Desirable
- Previous experience working in a GP practice or similar NHS role Experience working in an administrative role
- Experience working in a reception role
Qualifications
Essential
- 5 GCSEs or equivalent at grades A-C, including English.
Desirable
- AMSPAR receptionist or other recognised qualification
- Formal customer service training
- NVQ in health & social care
Personal Qualities
Essential
- Polite and professional
- Ability to use own judgement, resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of a team
- Motivated, enthusiastic and positive
- Resilient and able to work well under pressure
Desirable
- Able to work in a changing environment
- Problem solving and analytical skills
Covid 19 Vaccination
Essential
- For patient facing roles, applicants must have completed a course of covid-19 vaccination
Person Specification
Knowledge/Skills
Essential
- Strong computer literacy and keyboard skills
- Competent in the use of Microsoft office and outlook
- Excellent interpersonal and communication skills written and verbal Effective time management
Desirable
- Experience of using EMIS Web
- Experience of using Docman
Experience
Essential
- Experience of dealing with members of the public in a customer care role
Desirable
- Previous experience working in a GP practice or similar NHS role Experience working in an administrative role
- Experience working in a reception role
Qualifications
Essential
- 5 GCSEs or equivalent at grades A-C, including English.
Desirable
- AMSPAR receptionist or other recognised qualification
- Formal customer service training
- NVQ in health & social care
Personal Qualities
Essential
- Polite and professional
- Ability to use own judgement, resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of a team
- Motivated, enthusiastic and positive
- Resilient and able to work well under pressure
Desirable
- Able to work in a changing environment
- Problem solving and analytical skills
Covid 19 Vaccination
Essential
- For patient facing roles, applicants must have completed a course of covid-19 vaccination
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.