Job summary
Please note that NPC does not hold a license for Tier 2 sponsorship and applicants will need right to work in the UK
Job Title: Receptionist
Accountable to: Reception Manager
Place
of work: Norwich
Health Centre, Rouen House, Rouen Road, Norwich, NR1 1RB
Principle Liaisons: Practice Manager, Deputy Practice Manager, Office
Manager
Salary Range: £19,209.48 per annum
Hours: 30
hours per week/Part time/Perm
Job Purpose:
As the primary representative of the Norwich Health Centre,
you will provide an efficient and helpful service to the practice and patients
by acting as a focal point of communication between patients, doctors and other
medical staff.
Key Responsibilities:
Note: This job description will be subject to individual
performance reviews and may be modified from time to time.
Main duties of the job
Reception Duties:
- Deal with requests via email and our interactive website, liaise with patients to book and manage all appointment bookings.
- Direct patient queries to the correct department, liaise with all NPC services for appointment booking or referrals like the GP home visiting team.
- Assist with contacting patient to hit QOF targets.
- Contact pharmacies to assist with simple medication queries.
- Deal with care homes and arranging patients for weekly ward round visits.
- Maintain an efficient surgery/clinic appointment system and prioritise appointments according to urgency.
- Register new patients and make arrangements for new patient medicals and assist patients in the completion of relevant NHS forms.
- Reply to correspondence relating to temporary residents and emergency treatment etc.
- Record samples received from patients at reception.
- Advise patients of charges for private services accept payment and issue receipts.
- Action requests for taxi/ambulance transportation.
- Operation of automated filing system to retrieve, file medical records and action and update electronic tasks.
- Go through prescription box removing any prescriptions over 6 months old that havent been collected and returning them to the prescription team for destruction.
- Work in partnership with the NNUH staff to ensure that the patient is streamlined to the correct service within the NNUH environment.
About us
Norfolk Primary Care Ltd is a Community Interest Company. It is
established to:
Support and strengthen primary care and to promote and assist practices
to improve quality by working with and on behalf of primary care in Norfolk.
Help with challenges identified by practices workload, GP recruitment,
sharing best practice.
Recognise the changing nature of primary care and assist to ensure that
the right level of service is provided to address the needs of the local
population.
Provide benefit to patients of primary care, the clinicians and
administrators who work in it and practice organisations in Norfolk.
Work within health systems to provide patient care in innovative and
solution-focussed ways.
Job description
Job responsibilities
- Management of Medical Records:
- Ensure all correspondence, reports, results; letters etc. are entered in the correct medical record according to the agreed protocol.
- Ensure that all practice targets, set by the office manager, for the update of patient medical records are met.
- Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
- Print electronic summaries of patients records.
Management of Building Systems:
- Ensure all consultation rooms are unlocked and make preparations to receive patients.
- Ensure all waiting and public areas are clean and tidy
- Report any health and safety concerns to the health and safety officer.
Operation of Practice Telephone Systems:
- Receive and make calls as required.
- Divert calls and take/pass messages as appropriate.
- Liaise with clinicians if required in relation to patient enquiries.
- Take requests for home visits.
- Make calls following Clinician requests to liaise messages
- Make calls to book appointments
- Take calls from patients and assist with queries or re direct to appropriate team member.
- Relay simple medical information, for example satisfactory pathology results.
Administration
- Organisation and administration of clinics including new registration medicals and other ad hoc clinics that may be required.
- Keep a tidy and organised reception area.
- Work with the rest of the team to ensure all emails, tasks and phone calls are answered in a timely fashion.
- Assist the Reception Manager to train new members of staff in all aspects of reception duties.
- In the short term absence of the Reception Manager, assist staff and GPs in general queries relating to reception, for example, appointment queries, use of the computer etc.
Other:
- Ensure security of data and information in accordance with GDPR, the Data Protection Act, the practices policies and procedures and other legislation.
- Promote and maintain own and others health, safety and security, in accordance with legislation and the practices health and safety and security policies.
- Support the equality, diversity and rights of patients, carers and colleagues to include:
- Acting in a manner that recognises the importance of peoples rights, interpreting them in a way that is consistent with the practices procedures, 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.
- Participate in the practices staff appraisal system.
- Undertake any other duties that are considered to be appropriate to the post.
Note:
The responsibilities of this role will normally include all duties described in this job description and any additional or different duties, which the employer may require from time to time.
NPC Generic Job Description areas:
Communication
- Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment
- Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating
- Anticipate barriers to communication and take action to improve communication
- Maintain effective communication within the organisational environment and with external stakeholders
- Act as an advocate for patients and colleagues
- Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate
Delivering a quality service
- Prioritise, organise and manage own workload in a manner that maintains and promotes quality
- Participate in quality assurance and safety processes across the organisation and its activities
- Participate in shared learning across NPC and the wider organisational environment
- Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events
- Assess the impact of policy implementation on care delivery
- Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance
Leadership personal and people development
- Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode
- Support staff development in order to maximise potential
- Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice
- Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services
- Critically evaluate and review innovations and developments that are relevant to the area of work
- Enlist support and influence stakeholders and decision-makers in order to bring about new developments in the provision of services
- Contribute to planning and implementing changes within the area of care and responsibility
- Contribute to the development of local guidelines, protocols and standards
Team working
- Understand own role and scope and identify how this may develop over time
- Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
- Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence
- Create clear referral mechanisms to meet patient need
- Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team
- Work effectively with others to clearly define values, direction and policies impacting upon care delivery
- Discuss, highlight and work with the team to create opportunities to improve patient care
- Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team
- Agree plans and outcomes by which to measure success
Management of risk
- Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
- Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines
- Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.
- Participate in mandatory and statutory training requirements
- Apply infection-control measures within the practice according to local and national guidelines
- Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice
Managing information
- Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information
- Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes
- Manage information searches using the internet and local library databases
- Monitor and confirm that the nursing team are receiving and processing data and information in an agreed format
- Collate, analyse and present clinical data and information to the team
Learning and development
- Undertake mentorship for team members
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments (e.g. courses and conferences)
- Assess own learning needs and undertake learning as appropriate
- Provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning
Equality and diversity
- Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity
- Enable others to promote equality and diversity in a non-discriminatory culture
- Support people who need assistance in exercising their rights
- Monitor and evaluate adherence to local chaperoning policies
- Act as a role model in the observance of equality and diversity good practice
- Accept the rights of individuals to choose their care providers, participate in care and refuse care
- Assist patients from marginalised groups to access quality care
Job description
Job responsibilities
- Management of Medical Records:
- Ensure all correspondence, reports, results; letters etc. are entered in the correct medical record according to the agreed protocol.
- Ensure that all practice targets, set by the office manager, for the update of patient medical records are met.
- Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
- Print electronic summaries of patients records.
Management of Building Systems:
- Ensure all consultation rooms are unlocked and make preparations to receive patients.
- Ensure all waiting and public areas are clean and tidy
- Report any health and safety concerns to the health and safety officer.
Operation of Practice Telephone Systems:
- Receive and make calls as required.
- Divert calls and take/pass messages as appropriate.
- Liaise with clinicians if required in relation to patient enquiries.
- Take requests for home visits.
- Make calls following Clinician requests to liaise messages
- Make calls to book appointments
- Take calls from patients and assist with queries or re direct to appropriate team member.
- Relay simple medical information, for example satisfactory pathology results.
Administration
- Organisation and administration of clinics including new registration medicals and other ad hoc clinics that may be required.
- Keep a tidy and organised reception area.
- Work with the rest of the team to ensure all emails, tasks and phone calls are answered in a timely fashion.
- Assist the Reception Manager to train new members of staff in all aspects of reception duties.
- In the short term absence of the Reception Manager, assist staff and GPs in general queries relating to reception, for example, appointment queries, use of the computer etc.
Other:
- Ensure security of data and information in accordance with GDPR, the Data Protection Act, the practices policies and procedures and other legislation.
- Promote and maintain own and others health, safety and security, in accordance with legislation and the practices health and safety and security policies.
- Support the equality, diversity and rights of patients, carers and colleagues to include:
- Acting in a manner that recognises the importance of peoples rights, interpreting them in a way that is consistent with the practices procedures, 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.
- Participate in the practices staff appraisal system.
- Undertake any other duties that are considered to be appropriate to the post.
Note:
The responsibilities of this role will normally include all duties described in this job description and any additional or different duties, which the employer may require from time to time.
NPC Generic Job Description areas:
Communication
- Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment
- Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating
- Anticipate barriers to communication and take action to improve communication
- Maintain effective communication within the organisational environment and with external stakeholders
- Act as an advocate for patients and colleagues
- Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate
Delivering a quality service
- Prioritise, organise and manage own workload in a manner that maintains and promotes quality
- Participate in quality assurance and safety processes across the organisation and its activities
- Participate in shared learning across NPC and the wider organisational environment
- Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events
- Assess the impact of policy implementation on care delivery
- Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance
Leadership personal and people development
- Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode
- Support staff development in order to maximise potential
- Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice
- Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services
- Critically evaluate and review innovations and developments that are relevant to the area of work
- Enlist support and influence stakeholders and decision-makers in order to bring about new developments in the provision of services
- Contribute to planning and implementing changes within the area of care and responsibility
- Contribute to the development of local guidelines, protocols and standards
Team working
- Understand own role and scope and identify how this may develop over time
- Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
- Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence
- Create clear referral mechanisms to meet patient need
- Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team
- Work effectively with others to clearly define values, direction and policies impacting upon care delivery
- Discuss, highlight and work with the team to create opportunities to improve patient care
- Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team
- Agree plans and outcomes by which to measure success
Management of risk
- Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
- Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines
- Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.
- Participate in mandatory and statutory training requirements
- Apply infection-control measures within the practice according to local and national guidelines
- Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice
Managing information
- Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information
- Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes
- Manage information searches using the internet and local library databases
- Monitor and confirm that the nursing team are receiving and processing data and information in an agreed format
- Collate, analyse and present clinical data and information to the team
Learning and development
- Undertake mentorship for team members
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments (e.g. courses and conferences)
- Assess own learning needs and undertake learning as appropriate
- Provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning
Equality and diversity
- Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity
- Enable others to promote equality and diversity in a non-discriminatory culture
- Support people who need assistance in exercising their rights
- Monitor and evaluate adherence to local chaperoning policies
- Act as a role model in the observance of equality and diversity good practice
- Accept the rights of individuals to choose their care providers, participate in care and refuse care
- Assist patients from marginalised groups to access quality care
Person Specification
Skills and Abilities
Essential
- Exceptional customer care skills
- Good communication skills face to face and via the telephone
- Proficiency in IT systems, particularly appointment booking software
- Ability to maintain a high level of professionalism and confidentiality
- Data Entry skills
Desirable
- SystmOne experience
- Experience in handling stressful situations
Experience
Essential
- GCSE English and Maths A C or equivalent
- Minimum of working in similar environment for 1 year
- Experience of working in a fast-paced pressured environment
Desirable
- Extensive experience working as a GP Receptionist
Person Specification
Skills and Abilities
Essential
- Exceptional customer care skills
- Good communication skills face to face and via the telephone
- Proficiency in IT systems, particularly appointment booking software
- Ability to maintain a high level of professionalism and confidentiality
- Data Entry skills
Desirable
- SystmOne experience
- Experience in handling stressful situations
Experience
Essential
- GCSE English and Maths A C or equivalent
- Minimum of working in similar environment for 1 year
- Experience of working in a fast-paced pressured environment
Desirable
- Extensive experience working as a GP Receptionist
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.
