ReceptionistNHS

Job summary

Practice receptionist is a key role, fundamentally important to the safe and efficient delivery of primary healthcare for our patients. We are currently looking to increase our reception team. As a frontline post, you are an ambassador for St Georges and so excellent customer service and professionalism is essential. The role is varied and can be challenging at times, but rewarding.

You will work as part of a team of seven receptionists, and work closely with clinicians, and other practice colleagues.

You will be supported to cover all aspects of the role, including front desk advice and direction, call-handling, appointment booking, using SystmOne clinical system, filing, and chaperone support.

Main duties of the job

The post-holder is expected to:

• Project a positive, professional and friendly image to patients and visitors.
• Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Assist patients and visitors contacting the practice in person, by phone, or by electronic means, to access the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Use SystmOne clinical system to book appointments and communicate with patients and colleagues.
• Support the practice to file and manage documentation, assist with responses to requests for medical information.
• Support advance bookings for patients with long-term conditions (eg recall letters and phone calls).
• Provide general assistance to the practice team.
• Offer chaperone support for patient appointments.

Job description

Front desk reception duties

• Assist patients and visitors contacting the practice in person to access the appropriate service or healthcare professional in a courteous, professional and effective way.
• Consider alternative communication methods where patients and visitors require.
• Provide information and advice to patients and visitors.
• Ensure walk-in patients receive timely and appropriate care.
• Ensure visitors sign-in and out.
• Alert colleagues to problems.
• Check patients do not have Covid symptoms.

Telephone call handling duties

• Assist patients and visitors contacting the by phone, or by electronic means, to access the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Book patients with appropriate clinician depending on the clinical need.
• Contact patients with follow up advice or test results or booking information.

Patient advice

• Offer patients information and sign posting to additional healthcare services.
• Support advance bookings for patients with long-term conditions (eg recall letters and phone calls).

Clinical system usage

• Use SystmOne clinical system to book appointments and communicate with patients and colleagues in a timely and professional manner.
• Record actions in patient notes as and when appropriate.

Scanning / filing duties

Support the practice to file and manage documentation, assist with responses to requests for medical information from patients and third-parties.

Chaperone duties

When requested by patients or clinicians, offer chaperone support for consultations.

Team working

Work as part of a team to manage the Practice administration functions, communicating professionally and in good time.

Site duties

• Keeping waiting room information up to date.
• Inform colleagues of any problems with the site.
• Support the opening and closing of the Practice.
• Work to keep the practice site and its contents secure, including security of patient information.
• Support infection control cleaning when required.

General

• Project a positive, professional and friendly image to patients and visitors.
• Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Provide general assistance to the practice team, including tidying work areas.
• Ensure fully aware of, and work in line with, all policies, procedures and practices at St Georges Medical Centre.
• Report any untoward incidents, significant events, confidentiality breaches and any other issues of quality and risk immediately to Practice Management.
• Communicate confidently and professionally over the telephone when dealing with patients, practice staff and partner organisations (other local pharmacies, hospitals, GP surgeries, suppliers and so on).
• Attend supervision sessions, training and mentoring as required.
• Ensure compliant with all mandatory training programmes, including fire safety, Health and Safety, infection control and basic life support.
• Effectively manage own time, workload and resources.
• Actively take part in own personal development, training, supervision and appraisal as advised by line manager.
• Cover for reception colleagues annual leave and sickness as required.
• To undertake any other necessary work as may be required and appropriate to maintain a high standard and efficient service.
• There may be restrictions on when you can take annual leave, depending on colleagues leave requests. However, we operate a fair-planning system of leave authorisation.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, including:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation, particularly the Equalities Act 2010 and UK employment 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.
• St Georges will make Reasonable Adjustments to support the post-holder fulfil their role and duties.

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 will have access to confidential information relating to patients and their carer(s), 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.

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 practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Breaching patient confidentiality is likely to be considered misconduct and may result in disciplinary action.

Safeguarding

As a member of St Georges Medical Centre team, the post-holder has an obligation to understand, and follow the policies, procedures and practices that keep patients safe from harm, including raising concerns where necessary.

As a safe employer, before being offered a contract, the recruiting manager will need to be satisfied with the outcome of all three of the following:

• The documentary evidence of identity, educational qualifications, and the right to work in UK.
• The results of an Enhanced Disclosure and Barring Service (DBS) report.
• The outcome of two verbal references from a current, and a previous, employer (or equivalent).

Probation period

The first six months of employment is considered a probationary period, during which time the period of notice of termination is reduced to four working weeks. After six months, an appraisal will be conducted to confirm suitability of the post-holder to continue in post. This appraisal will be led by the Reception Manager and Practice Manager.

About us

St Georges is a successful and thriving medium-sized rural GP Practice with 12,800 patients, based in a modern purpose-built building.

We are rated as Good with Outstanding features by CQC and rated 5-stars by our patients on NHS Choices. We are committed to excellent patient care, family-friendly working, and staff development.

We are an accredited GP-training Practice, and encouraging learning and development for all our staff is part of our ethos.

We have a strong clinical team of four HCAs, five Practice Nurses, five Nurse Prescribers, and seven GPs, who are supported by experienced administration, dispensary and management teams. One of our GP Partners is the Clinical Director of the local Primary Care Network.