GP ReceptionistNHS

Job summary

This role is ideal for someone who will thrive in a role that combines customer service skills with a caring approach to problem solving, strong IT skills and an enjoyment of working efficiently. The successful candidate will be able to demonstrate their natural interest in the industry and their aptitude for the role.

The role is available for between 10 and 25 hours per week.

Our usual shift times are 8am - 1pm and 130pm - 630pm, Monday to Friday. Candidates for this vacancy will ideally be able to work on some or all of Mondays, Thursdays and Fridays.

Our assessment process has three stages:

Shortlisting, Interview, Shadowing on site

Then, for successful candidates, the first 4 weeks will be focused on shadowing and training, including time to get to know all areas of the practice. Following successful completion of this initial training period, overtime will be available from time to time, to help cover annual leave and training days.

Main duties of the job

To be the face of Tangmere Medical Centre, often a patients first contact point when they are in need of assistance.

To deliver a consistently high standard of professional customer service to all patients both in person and over the phone.

To efficiently assess and arrange the optimal follow up for every patient contact, managing the necessary mix of information gathering, appointment booking, telephone follow up and other admin for patient care.

To contribute to the team effectiveness through a pro-active approach to work and a flexible work pattern covering holiday and training days.

Please see the full job description for the principal duties, skills and personal responsibilities of the role.

Job description

Reports to,Lead Receptionists

Hours per week,10-25

Job Summary

The purpose of the role is to

Present a caring, positive and friendly service to patients and other visitors, either in person or via the telephone

Facilitate effective communication between patients, healthcare professionals, secondary care and other associated healthcare organisations

Duties and Responsibilities

The duties and responsibilities to be undertaken may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Leads, dependent on current and evolving practice, workload and staffing levels.

• Welcoming and assisting patients and visitors at our front desk
• Arranging online, telephone and in-person requests for appointments, visits and telephone consultations with the appropriate healthcare professional.
• Processing and distributing mail, both electronic and paper.
• Taking messages and passing on information.
• Filing and retrieving paperwork for patient records.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Start and end of day tasks: opening/locking-up of practice premises, maintaining security in accordance with practice protocols, loading and emptying staff dishwasher.
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
• Providing clerical assistance to colleagues as required from time to time.
• Ordering, re-ordering and monitoring of stationery and other supplies.
• Clearing and re-stock consulting rooms as required.
• Keeping the reception area and patient information tidy and up to date.
• Completing all courses and refresher training as required by the role and for compliance with good governance, every year.
• Gaining and maintaining expertise in the use of our clinical IT system (TPP SystmOne).

Confidentiality

• In the course of seeking treatment, patients entrust us with 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.
• In the performance of the duties outlined in this Job Description, the post-holder will 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 to be regarded as strictly confidential.
• Such information is only to 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

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, to 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.
• 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-judgemental 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:

• 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.
• 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 effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

The post-holder will:

• Apply practice policies, standards and guidance.
• Contribute to team and whole practice meetings.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.

About us

Tangmere Medical Centre is a thriving local GP practice, serving a growing number of patients each year. We do this from a spacious premises, in a calm environment and with a culture of always learning. Our reception team is at the heart of the service we are proud to provide to our patients. If you enjoy working in a committed and capable team to provide a caring, essential service to local people then we would love to hear from you!