Job summary
As Receptionist you will part of a team and the duties and responsibilities may include any or all of the items in the following list. Duties may vary from time to time under the direction of the team leader/practice manager dependant on current and evolving workload and staffing levels:
Maintaining and monitoring the practice appointments system;
Processing face to face, online and telephone requests for appointments, home visits and telephone consultations and ensuring patients are directed to the most appropriate healthcare professional/service;
Opening up and locking up of practice premises and maintaining security in accordance with practice policy;
This position is for 25 hours worked over 5 days and will be during the hours 7am to 6.30pm Monday to Friday.
Main duties of the job
The successful candidate will have and be able to demonstrate:
Good customer service skills. Previous NHS GP Practice experience is preferred but not essential;
Friendly and approachable manner;
Experience of working in a team;
Good telephone manner;
Experience working in a busy environment;
The ability to multitask and prioritise effectively;
Has a good understanding of confidentiality;
Flexible in working pattern and duties;
Computer literate and able to adapt to and learn new systems.
About us
Angel Lane Surgery is a rural dispensing practice. We are a patient centred teaching practice delivering high quality service to our patients. We are forward thinking, innovative and active in making improvements within the practice to meet the current and future demands of our patients. We are part of South Uttlesford PCN and work collaboratively with them to be able to offer more services to our patients. We have a list size of 11,800 patients and use EMIS web clinical system.
Job description
Job responsibilities
Angel Lane Surgery
Receptionist
Job Description
Job Summary
The role is primarily navigating patients and ensuring they receive the best possible service. Integrating with all the teams within in the surgery and community to ensure the smooth running of the GP surgery.
The post holder will work closely with (and under the direction of) the Reception team leader and the Practice Manager to provide the continual maintenance of standards across a wide range of clinical and administrative activity,
You must be able to work on your own initiative. You must be organised and confident, have a friendly and approachable manner and able to work under pressure.
Key Responsibilities
The following are the core responsibilities of the Receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
- Ensure all reception and administration duties are completed to the highest standard and within a reasonable timeframe.
- To provide communications between patients, doctors and other staff.
- To ensure the clinical staff receive any refreshments required during their clinic time.
- Support the team leader in the induction and training of all new reception staff.
- Support the Practice in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety etc.
- To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
- Manage and deal with day to day needs of the clinical staff.
- Dealing with patient enquiries in a courteous and polite manner and directing them to the most appropriate service.
- Making appointments and booking patients in for surgeries and clinics.
- Ensuring the telephone is answered within a reasonable time.
- Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information.
- Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
- To promote Equality and Diversity and Health and Safety in themselves.
TRAINING AND DEVELOPMENT
- Take responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).
- Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
- Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
GOVERNANCE
- Take part in the maintenance of quality governance systems and processes across the Practice.
- Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
- Support and participate in shared learning across the practice
- Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
- Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them
- Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.
CONFIDENTIALITY
- Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
- Maintain an awareness of the Freedom of Information Act.
- 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
- To manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy and the Practices Infection Control Policy and published procedures.
- Comply with Practice health and safety policies by following agreed safe working procedures
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
- Undertaking periodic infection control training (minimum annually)
- Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
- Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.
- Reporting incidents using the organisations Incident Reporting System
- Using personal security systems within the workplace according to Practice guidelines
- Making effective use of training to update knowledge and skills
EQUALITY AND DIVERSITY
Support, promote and maintain the Practices Equality & Diversity Policy.
No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
To comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be changed after consultation. The employee shares with the employer the responsibility for review and modification of duties.
Job description
Job responsibilities
Angel Lane Surgery
Receptionist
Job Description
Job Summary
The role is primarily navigating patients and ensuring they receive the best possible service. Integrating with all the teams within in the surgery and community to ensure the smooth running of the GP surgery.
The post holder will work closely with (and under the direction of) the Reception team leader and the Practice Manager to provide the continual maintenance of standards across a wide range of clinical and administrative activity,
You must be able to work on your own initiative. You must be organised and confident, have a friendly and approachable manner and able to work under pressure.
Key Responsibilities
The following are the core responsibilities of the Receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
- Ensure all reception and administration duties are completed to the highest standard and within a reasonable timeframe.
- To provide communications between patients, doctors and other staff.
- To ensure the clinical staff receive any refreshments required during their clinic time.
- Support the team leader in the induction and training of all new reception staff.
- Support the Practice in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety etc.
- To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
- Manage and deal with day to day needs of the clinical staff.
- Dealing with patient enquiries in a courteous and polite manner and directing them to the most appropriate service.
- Making appointments and booking patients in for surgeries and clinics.
- Ensuring the telephone is answered within a reasonable time.
- Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information.
- Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
- To promote Equality and Diversity and Health and Safety in themselves.
TRAINING AND DEVELOPMENT
- Take responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).
- Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
- Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
GOVERNANCE
- Take part in the maintenance of quality governance systems and processes across the Practice.
- Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
- Support and participate in shared learning across the practice
- Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
- Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them
- Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.
CONFIDENTIALITY
- Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
- Maintain an awareness of the Freedom of Information Act.
- 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
- To manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy and the Practices Infection Control Policy and published procedures.
- Comply with Practice health and safety policies by following agreed safe working procedures
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
- Undertaking periodic infection control training (minimum annually)
- Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
- Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.
- Reporting incidents using the organisations Incident Reporting System
- Using personal security systems within the workplace according to Practice guidelines
- Making effective use of training to update knowledge and skills
EQUALITY AND DIVERSITY
Support, promote and maintain the Practices Equality & Diversity Policy.
No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
To comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be changed after consultation. The employee shares with the employer the responsibility for review and modification of duties.
Person Specification
Qualifications
Essential
- GCSE pass in English and Maths or equivalent.
- Good customer service skills.
- Friendly and approachable manner.
- Experience of working in a team.
- Good telephone manner.
- Experience working in a busy environment.
- The ability to multitask and prioritise effectively.
- Has a good understanding of confidentiality.
- Flexible in working pattern and duties.
- Computer literate and able to adapt to and learn new systems.
Desirable
- Previous NHS GP practice experience preferred but not essential
Person Specification
Qualifications
Essential
- GCSE pass in English and Maths or equivalent.
- Good customer service skills.
- Friendly and approachable manner.
- Experience of working in a team.
- Good telephone manner.
- Experience working in a busy environment.
- The ability to multitask and prioritise effectively.
- Has a good understanding of confidentiality.
- Flexible in working pattern and duties.
- Computer literate and able to adapt to and learn new systems.
Desirable
- Previous NHS GP practice experience preferred but not essential
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.