Receptionist - Waterfront Medical Centre

Job description

Job responsibilities

Job Summary

Receive, assist and direct patients in accessing the appropriate services or healthcare professional in a courteous & efficient manner.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receptionists will receive instruction and be accountable to the Deputy Manager and ultimately the Business Practice Manager or Partners.

It is important that all members of staff are prepared to take on additional duties or relinquish existing duties in order to maintain efficient running of the practice.

The Partners reserve the right to redistribute duties and functions among members of staff from time to time, and requests for such changes shall not be reasonably refused.

Job Responsibilities

Opening/securing of Premises

• In accordance with instructions from Deputy Manager and following all security procedures and protocols.

Reception duties

• Receive/direct patients appropriately.

• Book computer appointment requests from patients either by telephone or in person

• Take and record accurate messages on the computer system.

• Deal with home visit requests.

• Report to manager matters affecting health & safety and any security issues

• Liaise with outside organizations where necessary.

• Should a patient have cause to complain, to direct the patient appropriately following the in-house complaints procedures within the practice.

• To work in accordance with written policies, procedures and protocols

Clerical/Admin Duties

• Fax & photocopy as requested

• Computer target work as directed

• Scanning and coding of hospital letters if required

• Extract and file patient medical records as necessary

• Process repeat prescription requests in accordance with practice guidelines

• Participate in any project or audit that the practice may do from time to time

• Any other admin tasks as delegated

Housekeeping Duties

• Ensure waiting room area is tidy and ready to receive patients

• You may be allocated any other tasks necessary towards the smooth running of the practice and falling within what might reasonably be considered to be receptionist's duties.

Education

• Attend practice meetings.

• Attend suitable educational courses outside the practice.

• Attend training sessions within the practice.

• Complete mandatory online modules as 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 organisation. All such information from any source is on a strict need to know basis and is to be regarded as strictly confidential.

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 Data Protection Act, General Data Protection Regulations, Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. In instances where it is known that a member of staff has communicated information to an unauthorised person, those staff will be liable to dismissal.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy and the practice Infection Control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

• Making effective use of training to update knowledge and skills

• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

• Actively reporting of health and safety hazards and infection hazards immediately when recognised

• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

• Undertaking periodic infection control training (minimum annually)

• 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 recognizes the importance of 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 and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Mandatory e-learning

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

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 respectfully and effectively with all patients, carers, staff and Partners

• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation and development of services

The post-holder will:

• Apply Practice policies, standards and guidance

• Discuss with other members of the team how the policies, standards and guidelines will affect own work.

• Participate in discussions on how to improve systems and processes.

Person Specification

Qualifications

Essential

• Qualification Specifications
• Essential
• Good Standard of general educations
• At Least GCSE Standard English Language
• Good numeracy and literacy skills
• Desirable
• Customer Service qualification
• Experience Specifications
• Essential
• Customer service Experience
• Working in an IT dependent environment
• Experience of operational and telephone systems
• Patient confidentiality
• Excellent inter-personal skills
• Problem-solving skills
• Good communication skills both oral and written.
• Ability to listen and Empathise
• Competent with use of office IT
• Ability to work unsupervised and use own initiative
• Managing conflict
• Attention to detail
• Flexibility
• Organised and resourceful
• Able to cope well under pressure
• Desirable
• Experience as a Medical Receptionist in a GP Surgery
• Experience using Vision software
• Ability to prioritise tasks
• Able to manage a fast paced environment
• Additional Criteria
• Essential
• High standard of work
• Willingness to take responsibility for maintaining confidentiality of information held by the practice
• DBS check clearance
• Commitment to personal and professional development
• Desirable
• Ability to recognise own limitations, identify learning needs and act on them

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.

Employer details

Employer name

GP Practice in Wales

Address

Doctors Surgery

Heol Y Llongau

Barry

South Glamorgan

CF63 4AR

Employer's website

https://gpwales.co.uk (Opens in a new tab)