Job summary
We are currently looking to recruit a full-time friendly and enthusiastic Receptionist with excellent customer service skills to join our forward thinking and welcoming team.
The successful applicant will be required to deliver an effective and efficient service across all our sites, based in Hartlepool.
Main duties of the job
General duties will include greeting patients, answering, and making telephone calls, along with other administrative work. This is a challenging role, in a fast-paced environment where a good telephone manner and professional approach are required.
The successful candidate will provide a high quality, professional reception and administrative service to patients, colleagues, health service professionals and others.
They will act as the first point of contact for patients contacting the Practice. The successful candidate should preferably have experience with SystmOne, but this is not essential as training will be provided. Basic IT skills and experience of Microsoft would be desirable, also good organisational and time management skills and ability to use own initiative.
About us
At Hartlepool and Stockton Health GP Federation our guiding aim is to improve the health and wellbeing of local people. Relationships are key to everything we do and by working with our practice members and their Primary Care Networks, as well as other local partners, we strive to provide excellent services that help people to live their best lives.
As part of this support, we are hosting this job advert on behalf one of our member practices, McKenzie House Surgery.
We are a SystmOne and GP training practice with a total of approximately 25,000 patients, 9 GP Partners, 9 Advanced Nurse Practitioners and a wide range of other clinical team members including on site Mental Health Practitioners, Social Prescribing Link Workers, Pharmacists, and Physiotherapists. We are a friendly, forward thinking and welcoming team.
We have a thorough induction plan for all new staff members including a wide range of training and support. We also offer a competitive salary.
Job description
Job responsibilities
Main Responsibilities
- Provide a professional, courteous and efficient point of contact for McKenzie Group Practice / Gladstone House Surgery for patients seeking health information or healthcare assistance.
- Answer general enquiries from patients/agencies/healthcare workers in a professional and efficient manner via all routes, e.g. face to face/telephone/online.
- Book a wide range of appointments for patients accessing services.
- Deal with requests for prescriptions in conjunction with the Meds team ensuring requests for prescriptions are dealt with within two working days of ordering.
- Grant access to online services in line with practice policy.
- Book home visits as per practice policy.
- Refer electronically to SPA via SystmOne.
- Carry out the process of 'new patient registrations' and be familiar with relevant documentation required and carry out initial registration onto SystmOne.
- Use TPP SystmOne clinical system and decision support software as required for all patient contacts registered/non-registered.
- Use clinical coding for recording on patient's electronic record as required.
- Summarise medical records.
- Send 'Notification of Infectious Disease' forms to HPA Agency via email
- Inform patients of test results and any actions required, chase up if necessary.
- Deal with blue light ambulance requests.
- Book an interpreter when required.
- Call and recall patients as part of the practice recall system.
- Recognise through appropriate training and use of decision tool as required urgent and emergency patient conditions and direct patients to the appropriate clinician or emergency services.
- Maintain an effective filing system of patients medical records where required.
- Maintain efficient filing systems of office and Medical Centre documentation.
- Contribute to the smooth and efficient delivery of healthcare services by providing signposting, using information systems appropriate to patient need.
- Input and retrieve data using computer systems, ensuring all information is recorded accurately.
- Process all removals from the practice list, print off computer records and merge with original records folder and return to PCSE for patients leaving the practice list.
- Scan documents into clinical and office computer systems.
- Document requests for medical reports / patient information.
- Deal with amendments to patient details, including change of name, address, and telephone number.
- Ensure computers / rooms / reception area are ready for use at the beginning of each day and all systems are securely closed down at the end of the working day.
- Ensure ample supply of sample forms and bottles, ICE paper, etc., are kept in reception.
- Update collection folder, remove any old forms/letters and file in patient notes.
- Advise patients of relevant charges for private services in accordance with the Non NHS Fees Policy, accept payments for these, and issue receipts for same.
- Deal with an action any changes of address.
- Take part in medical centre meetings / trainings / 1:1s and development of the service.
- Undertake further training and development as identified at an individual's personal development review.
- Undertake an annual performance appraisal and work to personal performance objectives.
- Maintain strong links through multi-agency working.
- Ensure patient information is reported back to patient's own practice in agreed timelines where relevant.
- Attend all statutory and mandatory training.
- Take on any other duties consistent with the development of the role as required.
- Open internal post and sort it, as per practice protocol.
- Open and close the surgery each working day, ensuring consulting rooms are tidy and secure.
- Make tea / coffee for staff.
This is not intended to be an exhaustive list of duties and responsibilities of the post and the post holder may be requested to carry out any other duties appropriate to the post. The post may change over time to meet business requirements and the job description may be changes after consultation with the post holder at any time.
Working Environment
- Carry out routing checks to ensure your workstation is clean and tidy at the start and end of your shift.
- Ensure all equipment in your workstation is operational and up to date and report any issues to your line manager.
- Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.
Health and Safety
- Assist in promoting and maintaining your own and others' health, safety and security as defined in the Practice Health and Safety policy.
- Ensure that any hazards in your working area are reported immediately to your line manager.
Confidentiality
- Ensure patient and practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols.
Performance / Professional Development
- Participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.
- Participate in regular appraisal meetings.
- Participate in regular team meetings.
Equality and Diversity
- To support the equality, diversity and rights of patients, carers and colleagues according to practice protocol.
Working with Patients
- Work in partnership with our patients to help them achieve better health outcomes.
- Offer a polite, friendly and efficient level of customer service to all our patients.
Dignity and Respect
- Treat patients, colleagues and visitors with dignity and respect at all times.
Feedback
- Listen to feedback from patients and colleagues whether this be a complaint or compliment, and, if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.
CQC
- Work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.
- Offer suggestions to the management team on how we can improve, progress and develop all processes regarding to CQC.
Job description
Job responsibilities
Main Responsibilities
- Provide a professional, courteous and efficient point of contact for McKenzie Group Practice / Gladstone House Surgery for patients seeking health information or healthcare assistance.
- Answer general enquiries from patients/agencies/healthcare workers in a professional and efficient manner via all routes, e.g. face to face/telephone/online.
- Book a wide range of appointments for patients accessing services.
- Deal with requests for prescriptions in conjunction with the Meds team ensuring requests for prescriptions are dealt with within two working days of ordering.
- Grant access to online services in line with practice policy.
- Book home visits as per practice policy.
- Refer electronically to SPA via SystmOne.
- Carry out the process of 'new patient registrations' and be familiar with relevant documentation required and carry out initial registration onto SystmOne.
- Use TPP SystmOne clinical system and decision support software as required for all patient contacts registered/non-registered.
- Use clinical coding for recording on patient's electronic record as required.
- Summarise medical records.
- Send 'Notification of Infectious Disease' forms to HPA Agency via email
- Inform patients of test results and any actions required, chase up if necessary.
- Deal with blue light ambulance requests.
- Book an interpreter when required.
- Call and recall patients as part of the practice recall system.
- Recognise through appropriate training and use of decision tool as required urgent and emergency patient conditions and direct patients to the appropriate clinician or emergency services.
- Maintain an effective filing system of patients medical records where required.
- Maintain efficient filing systems of office and Medical Centre documentation.
- Contribute to the smooth and efficient delivery of healthcare services by providing signposting, using information systems appropriate to patient need.
- Input and retrieve data using computer systems, ensuring all information is recorded accurately.
- Process all removals from the practice list, print off computer records and merge with original records folder and return to PCSE for patients leaving the practice list.
- Scan documents into clinical and office computer systems.
- Document requests for medical reports / patient information.
- Deal with amendments to patient details, including change of name, address, and telephone number.
- Ensure computers / rooms / reception area are ready for use at the beginning of each day and all systems are securely closed down at the end of the working day.
- Ensure ample supply of sample forms and bottles, ICE paper, etc., are kept in reception.
- Update collection folder, remove any old forms/letters and file in patient notes.
- Advise patients of relevant charges for private services in accordance with the Non NHS Fees Policy, accept payments for these, and issue receipts for same.
- Deal with an action any changes of address.
- Take part in medical centre meetings / trainings / 1:1s and development of the service.
- Undertake further training and development as identified at an individual's personal development review.
- Undertake an annual performance appraisal and work to personal performance objectives.
- Maintain strong links through multi-agency working.
- Ensure patient information is reported back to patient's own practice in agreed timelines where relevant.
- Attend all statutory and mandatory training.
- Take on any other duties consistent with the development of the role as required.
- Open internal post and sort it, as per practice protocol.
- Open and close the surgery each working day, ensuring consulting rooms are tidy and secure.
- Make tea / coffee for staff.
This is not intended to be an exhaustive list of duties and responsibilities of the post and the post holder may be requested to carry out any other duties appropriate to the post. The post may change over time to meet business requirements and the job description may be changes after consultation with the post holder at any time.
Working Environment
- Carry out routing checks to ensure your workstation is clean and tidy at the start and end of your shift.
- Ensure all equipment in your workstation is operational and up to date and report any issues to your line manager.
- Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.
Health and Safety
- Assist in promoting and maintaining your own and others' health, safety and security as defined in the Practice Health and Safety policy.
- Ensure that any hazards in your working area are reported immediately to your line manager.
Confidentiality
- Ensure patient and practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols.
Performance / Professional Development
- Participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.
- Participate in regular appraisal meetings.
- Participate in regular team meetings.
Equality and Diversity
- To support the equality, diversity and rights of patients, carers and colleagues according to practice protocol.
Working with Patients
- Work in partnership with our patients to help them achieve better health outcomes.
- Offer a polite, friendly and efficient level of customer service to all our patients.
Dignity and Respect
- Treat patients, colleagues and visitors with dignity and respect at all times.
Feedback
- Listen to feedback from patients and colleagues whether this be a complaint or compliment, and, if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.
CQC
- Work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.
- Offer suggestions to the management team on how we can improve, progress and develop all processes regarding to CQC.
Person Specification
Experience
Essential
- Customer Service Experience
- Administration Experience
Desirable
- Experience Working in a GP Practice
Knowledge, Skills and Behaviours
Essential
- Excellent Communication Skills
- Excellent Customer Service Skills
- Good Telephone Manner
- Organisational Skills
- IT Skills
- Ability to Work under Minimal Supervision
- Ability to Work under Pressure
- Effective
- Helpful and Efficient
- Adaptability and Resilience
- Warm and Engaging Personality
Person Specification
Experience
Essential
- Customer Service Experience
- Administration Experience
Desirable
- Experience Working in a GP Practice
Knowledge, Skills and Behaviours
Essential
- Excellent Communication Skills
- Excellent Customer Service Skills
- Good Telephone Manner
- Organisational Skills
- IT Skills
- Ability to Work under Minimal Supervision
- Ability to Work under Pressure
- Effective
- Helpful and Efficient
- Adaptability and Resilience
- Warm and Engaging Personality
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.
