Receptionist GP Practice

Stourside Medical Practice is based in the centre of Halesowen and supports the health needs of 6000 patients. We require an enthusiastic experienced and flexible Receptionist in a full-time role of 37.5 hours per week. A job share would be considered for the right candidates. We are also open until 8pm on Monday/Thursday evenings and on alternate Saturday afternoons. These weekend and evening hours are paid at an enhanced rate of £21.40 per hour and availability for an alternate Saturday afternoon as a minimum would be preferred. A rota may look as follows:

Mon 3pm-8pm (alternate weeks to finish at 6:30pm)

Tuesday 8am-6:30pm

Thursday 8am-6:15pm

Friday 8am-12:30pm

Alternate Saturdays 11:45am-5pm (in lieu of a week day if preferred)

If you have excellent telephone and communication skills, can work well under pressure as well as being a good team player we would like to hear from you. Experience in a receptionist/admin role within primary care would be preferred and although this is a predominantly receptionist role for applicants already proficient in admin tasks such as coding and referrals would be eligible for an enhanced rate

Main duties of the job

To provide a high quality, professional reception service to our patients, . To act as the first point of contact for patients contacting the Practice and to represent the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the satisfaction of the patients. This is a high pressure role with a heavy workload and variety of tasks to juggle throughout the day. An ability to prioritise, have attention to detail and to remain calm under pressure is essential

About us

We have an experienced team of non-clinical staff , salaried GPs and practice nurses with the practice actively involved in a thriving Primary Care Network with a variety of allied health professionals supporting the practice including Pharmacists, Social Prescribers, Physiotherapist and Mental Health support workers.

Job responsibilities

JOB TITLE: RECEPTIONIST

REPORTS TO: RECEPTION TEAM LEADER

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

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

Duties and Responsibilities:

Job description

Job responsibilities

JOB TITLE: RECEPTIONIST

REPORTS TO: RECEPTION TEAM LEADER

HOURS: 37.5 Hours per week

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

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

Duties and Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols

Reception

• Ensure an effective and efficient reception service is provided to patients any other visitors to the practice
• Deal with all general enquiries, explain procedures and make new and follow-up appointments
• Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
• Be able to cover all reception positions as necessary

Appointments

• Process appointment requests for today future appointments from patients by telephone and in person.
• Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor

Computer

• Registrations of new patients computer data entry and medical records.
• Process patients change of address computer data and medical records (have knowledge of Practice area.

Telephone

• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
• Have working knowledge of telephone/bleep system, during and after hours.

Other Tasks

• Ensure all Health & Safety checks are undertaken within the desired timescales as indicated in the Practices Health & Safety Policy

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 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

Health & Safety:

The post-holder will implement and lead on a full range of promotion and management their own and others health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

• 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
• 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:

• 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
• Attendance at the quarterly Protected Time Meetings
• Attendance at all Mandatory and Statutory training requirements as indicated by the Practice Manager

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 whilst embracing the practices ethos of recording of any errors or near misses and learning by mistakes without blame
• 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 recognize 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 all Practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partner, Practice Manager or the Senior Receptionist

Person Specification

Qualifications

• GCSE A-C or 4-9 maths and English
• Experienced in reception work (minimum 1 year)
• Ability to work under pressure
• Reliable and flexible

Experience

• Customer/Patient facing role with reception experience
• Experience of working in primary care

Personal Skills

• Able to work under pressure prioritising work load
• Good team player

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.

£12.91 an hourEvening and Sat rate £21.40 per hour

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