Medical Receptionist / AdministratorNHS

Job summary

The Medical Receptionist role is a key role for patient care with a responsibility to represent the vision and ethos of the NHS and practice. The successful candidate will provide a key point of contact for patients and act as a focal point of communication between patients, GPs, other medical staff and external agencies.

Excelling in customer service, you will work as part of a team of receptionists, ensuring a professional image is presented at all times - rota'd between taking phonecalls from patients, front desk duties, signposting and online triage administration

Main duties of the job

• Answer telephone calls and manage reception duties, prioritising patients, handling queries courteously and professionally, and ensuring appointments are triaged according to practice procedures.
• Use the AccuRx online triage system to support GPs with daily triage requests.
• Signpost patients to Primary Care Network (PCN) and external support services in accordance with practice guidelines and protocols, using resources such as OneNote.
• Complete administrative duties accurately and promptly, maintaining up-to-date patient records and documenting all communications and activities.
• Support the smooth running of the practice through prescription administration, DOCMAN management, filing letters, scanning and processing correspondence, managing tasks, and registering new patients.
• Respond promptly and effectively to requests from GPs and clinical staff relating to patient safety.
• Follow practice procedures for reporting complaints and significant events to support learning and service improvement.
• Open the premises when required, preparing the practice for the days clinics, and secure the building at closing by checking windows, switching off lights, activating alarms and ensuring rooms are ready for the following day.
• Comply with Health and Safety procedures, take responsibility for personal and others safety, and promptly address or report any hazards or concerns.
• Comply with rules for Data Protection and Patient Confidentiality at all times.

Job description

We are looking for a friendly and caring Medical Receptionist to join our supportive team based in Reddish, Stockport. You will be a key point of contact between Clinical staff an patients, ensuring patients receive excellent care and support. Each day is different, with shifts rotated from front desk duties, supporting online triage and booking appointments, and answering phone calls. Other duties can also be learnt on the job to ensure the smooth running of the surgery. Training is a mix of online, one-to-one and group training sessions throughout the year in order to meet the requirements of the practice, NHS and CQC standards.

Working hours are between 30-37.5 per week, with am/ pm shifts to cover our opening hours from 8am-6.30pm and occasional extended hours on a rota basis. Probationary period of 6 months. Full and ongoing training will be provided. Benefits include starting 22 days annual leave pro rata plus Bank holidays, NHS Pension, uniform provided on completing probation, access to staff health and wellbeing support, and regular staff training days and social events. Free parking is available on site.

In order to fulfil the duties of the role, we are looking for the following Personal Qualities -

• Excellent customer service skills. Being able to maintain a caring, courteous and professional manner in all interactions with patients, colleagues and external agencies.
• The ability to work independently and resourcefully with flexibility to be able to adapt and respond in a changing environment.
• Good written and oral communication skills and excellent attention to detail.
• Ability to remain calm and understanding when dealing with difficult or vulnerable patients.
• Ability to understand and adhere to policies and procedures.
• An understanding, acceptance and adherence to the need for strict confidentiality and data protection.
• An understanding and sensitivity to difference cultures and people from diverse backgrounds, races and protected characteristics
• Ability to react professionally and quickly in any situation, seeking help or providing support to others as required.
• An ability to use own judgement, resourcefulness, common sense and knowledge of services available to respond to patients enquiries and requests
• Excellent timekeeping skills and management of own workload

Personal Development

• Recognise own development needs and take responsibility for identifying any additional training to support your performance.
• Ensure all mandatory and key training is completed, and to keep abreast of changes which may impact service delivery.
• To partake and engage in continuous improvement initiatives within the practice, in order to keep up to date with policies and procedures.

Teamwork

• Share best practice to ensure quality of service and maintain the standards required of the practice and NHS.
• Actively contribute to the work of the team by taking ownership of tasks to ensure timely completion.
• Be flexible with work schedules to support and preserve the provision of an excellent service to patients and GPs.
• To be able to work without supervision

Continuous Service Improvement

• Be confident in challenging the status quo and make constructive suggestions to improve the quality of service.
• Actively engage and participate in staff meetings, training days and selected management activities.
• To report and review learning events in order to provide an open learning culture within the team.

About us

Based in Stockport, near to the Reddish Vale Country Park, and easily accessible from the M60,the Reddish Family Practice serves a diverse population of around 11,500 patients across 2 sites.

The successful candidate will be supported by a friendly multi-disciplinary team comprising 5 Partners, Salaried GPs, Nursing, Management and admin team. Our employed staff are complemented by PCN support roles including the Stockport Integrated Pharmacy Service (SIPS) Team, First Contact Practitioners, Mental Health nurses and Care Coordinators.

We are a GP training practice and support staff development. We hold regular clinical team meetings, and regular staff training days to support Quality improvement and learning across the practice.

The practice embraces digital innovation and quality improvement in order to respond to the changing environment and in outside of the healthcare sector. We are also a Veteran Friendly Practice and are working towards the Silver Pride in Practice award.