Job Description
JOB DESCRIPTION
We are seeking an enthusiastic, reliable, resilient and flexible Medical Receptionist to join our busy, friendly and forward thinking GP Practice in Salford.
Applicants must have excellent telephone and communication skills, be team orientated and have good IT and interpersonal skills.
Previous experience in a healthcare setting is desirable but not essential as full training will be provided.
REPORTS TO: Reception Team Leader / Practice Manager
Main Purpose of Post:
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 and professionals, either in person or via the telephone
Undertake a variety of administrative duties to assist in the smooth running of the practice, clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Duties and Responsibilities of Post to include but are not limited to:
The duties and responsibilities to be undertaken by members of the reception team 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 team leader / practice manager, dependent on current and evolving practice workload and staffing levels:
Key responsibilities include:
- Answering telephone calls in a courteous and helpful manner from patients and other healthcare services, ensuring calls are dealt with quickly and carefully. Awareness must be maintained that often patients may be anxious or distressed and must be dealt with the utmost sensitivity and respect.
- Ensure effectiveness of appointment system by booking, amending, and cancelling appointments, including searching our appointment systems for suitable appointments
- Greeting patients and visitors to the practice
- Dealing with visit requests
- Complete all Emis tasks that are allocated to you and the reception team in a timely manner
- Book interpreters for clinical team for any patient that requests or you feel would benefit.
- Responding to queries from patients and other staff, including GPs, nurses and medical secretaries or refer to appropriate person
- Provide non-clinical information to patients and families, where necessary, including cancellation of appointments.
- Ensure requirements for repeat prescriptions are actioned in accordance with Practice policy and procedures
- General office administration, including scanning and electronic filing
- Maintain a clear code of conduct and high standards of customer service in terms of dignity, respect and excellent customer service to all internal and external customers.
- Have a thorough knowledge of all Practice procedures and protocols
- Complete all mandatory training as required
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
Computer
- Registrations of new patients – computer data entry and medical records
- Register Patient for ‘Patient Access’ and promote this service.
- Full knowledge of our online consultation platform PATCHS to ensure it is used effectively
- Process patients change of address – computer data and medical records (have knowledge of practice area.)
- Process repeat prescription request in accordance with practice guidelines.
- Maintain computer records accurately as per Practice procedure.
- Scanning documents as per workflow process
- Dealing with all incoming emails in an efficient and timely manner.
Other Tasks
- Ensure that an adequate supply of stationery is available in the consulting rooms and the reception area.
- Ensure reception area is kept tidy at all time including your work station
- Ensure building security – have thorough knowledge of doors, windows, heating and ventilation systems.
- Work at either site Langworthy Medical Practice or The University of Salford Health Centre as the business requires.
- Any other tasks allocated by the manager are to be performed with accuracy and promptness.
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
- Any breach of confidentiality during employment may be regarded as serious misconduct and could lead to summary 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
- Reporting potential risks identified
- Keeping own work areas and general / patient areas clean and encouraging the team to do so.
- Undertaking periodic infection control training (annually)
- Demonstrate due regard for safeguarding and promoting welfare of children.
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 recognises the importance of people’s 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
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 team’s 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 effectively with other team members
- Communicate effectively with patients and carers
- Recognise people’s 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
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
Safeguarding Children and Vulnerable Adults
Langworthy Medical Practice is committed to safeguarding children, young people and vulnerable adults within its care. As an employee you are accountable to ensure that you know how to respond when you are concerned for the safety of a child, young person or vulnerable adult. The Surgery will support you in this process by providing training, support and advice. There is a safeguarding lead can be contacted for guidance. The Surgery works in partnership with key agencies to protect children, young people and vulnerable adults.
Rehabilitation of Offenders Act 1974
This post is subject to an exception order under the provisions of the Rehabilitation of Offenders Act 1974. This stipulates that all previous convictions, including those that are ‘spent’ must be declared. Previous convictions will not necessarily preclude an individual from employment but must be declared in writing at the appropriate stage during the recruitment process.
Data Protection
As your employer, the practice needs to keep information about you for purposes connected with your employment. The sort of information we will hold includes information for payroll purposes, references, contact names and addresses and records relating to your career with the surgery. These uses are covered by our notification with the Information Commissioners Office under the Data Protection Act 1998.
The information which we hold will be for our management and administrative use only but we may need to disclose some information we hold about you to relevant third parties (e.g. Inland Revenue).
Information Security
Under the provisions of the General Data Protection Regulations, it is the responsibility of each member of staff to ensure that all personal data relating to patients and members of staff, whether held in manual or electronic format, is kept secure at all times.
· Computer passwords must not be shared either between systems or users.
· The practice may monitor e-mail messages, any files stored on the networks or on equipment and usage of the Internet, NHS.net and computer systems, irrespective of whether these relate to the surgery or personal use.
· Access and usage to practice computers must be in accordance with the surgery Policies.
Contribution to the Implementation 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 audit where appropriate.
Job Types: Full-time, Permanent
Salary: £10.90 per hour
Benefits:
- Company pension
- Free parking
- Store discount
Schedule:
Work Location: In person
Application deadline: 29/05/2023