An exciting opportunity has arisen for a highly motivated individual to become part of a forward thinking, dynamic and friendly practice located on the Fylde Coast.
This position would involve working within our established reception team. The reception team work extremely hard to ensure that patients have a positive experience when they make contact with the practice and we are seeking an individual who will be able to further enhance this team.
The position will be for 27 hours a week and will involve working Monday to Friday. Receptionists work a shift pattern of: 07:45 - 13:15 and 13:00 - 18:30. Shift patterns for this position will be discussed / finalised at interview.
Main duties of the job
We are looking to expand our current reception team with an enthusiastic and committed individual who can demonstrate excellent communication and interpersonal skills and work effectively as part of a team.
As a member of the reception team you will need to be able to demonstrate strong verbal communication skills, be able to use your own initiative and be computer literate. The ideal candidate will have a confident telephone manner, and will posses the ability to work accurately under pressure with attention to detail.
This position will suit an organised person who thrives in a fast passed environment. As a patient facing member of the team you must be confident, polite and personable at all times whilst meeting with patients.
About us
Fernbank Surgery is a busy practice which is madeup of a team of 5 very versatile partners, who are supported by a host ofsalaried GPs, ANPs, Clinical Pharmacists, practice nurses, health careassistants, phlebotomists, a management team and a pillar of administration andreception staff members. We are a close knit team that is able to work togetherefficiently and effectively to ensure that our patients receive an exemplarylevel of care and service from all that are part of team Fernbank.
If you are interested in the post and want to visit the Practice or findout more, please contact Steph Chetter, Practice Manager by email onlscicb-fw.fernbankmanagers@nhs.net
Job responsibilities
Tobe responsible for undertaking a wide range of reception duties and theprovision of general support to the multidisciplinary team. Duties can include, but are not limited to,greeting and directing patients, effective use of the appointment system,booking appointments, the processing of information and assisting patients asrequired.
Toact as the central point of contact for patients, the distribution ofinformation, messages and enquiries for the clinical team, liaising with multi-disciplinaryteam members and external agencies such as secondary care and community serviceproviders.
JobResponsibilities:
* Ensure an effective and efficientreception service is provided to patients and any other visitors to thepractice
* Deal with all general enquiries,explain procedures and make new and follow-up appointments.
* Explain practice arrangements andformal requirements to new patients and those seeking temporary cover andensure administrative procedures are completed.
* Receive and make telephone calls asrequired. Divert calls and takemessages, ensuring accuracy of detail and prompt appropriate delivery,including,
* Arranging ambulance bookings
* Relay of GP advice and testresults to patients
* Liaison with externalorganisations as required
* Enter requests for home visits intothe visit book, ensuring careful recording of all relevant details andwhere necessary refer to the on call Doctor.
* Action prescription requests andpass queries to the pharmacy team, ensuring repeat prescriptions are readyfor collection by the patient within 48 hours.
* Accept test samples from patientsand deal with accordingly
* Enter patient information onto thecomputer, using the relevant code where necessary.
* Maintain adequate stationery stockswithin the reception, office and consulting rooms.
* Patient notes and correspondence:
oRetrieveand re-file records as required,
oEnsurecorrespondence, reports, results etc are filed or scanned promptly and in thecorrect file/record, ensuring that all recent correspondence is available whenpatients are seen.
oUsee-mail and internal/external mail for onward correspondence as required
Advisepatients of relevant charges for private (non General Medical Services)services, accept payment and issue receipts for same.
oOpenup premises at the start of the day when first to arrive, de-activate alarm andmake all necessary preparations to receive patients.
oWhenlast to leave at the end of the day, ensure that the building is totallysecured, internal lights are off and the alarm activated.
* Undertake any other additionalduties appropriate to the post as requested by the Partners or thePractice Manager.
Confidentiality:
* In the course of seeking treatment,patients entrust us with, or allow us to gather, sensitive information inrelation to their health and other matters. They do so in confidence and have theright to expect that staff will respect their privacy and actappropriately
* In the performance of the dutiesoutlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, practicestaff and other healthcare workers.They may also have access to information relating to the practiceas a business organisation. All such information from any source isto be regarded as strictly confidential
* Information relating to patients,carers, colleagues, other healthcare workers or the business of thepractice may only be divulged to authorised persons in accordance with thepractice policies and procedures relating to confidentiality and theprotection of personal and sensitive data.
Health& Safety:
Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice Health & SafetyPolicy, to include:
* Using personal security systemswithin the workplace according to practice guidelines
* Identifying the risks involved inwork activities and undertaking such activities in a way that managesthose risks
* Making effective use of training toupdate knowledge and skills
* Using appropriate infection controlprocedures, maintaining work areas in a tidy and safe way and free fromhazards
Equalityand Diversity:
The post-holderwill support the equality, diversity and rights of patients, carers andcolleagues, to include:
* Acting in a way that recognises theimportance of peoples rights, interpreting them in a way that isconsistent 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 iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment:
The post-holderwill participate in any training programme implemented by the practice as partof this employment, such training to include:
* Participation in an annualindividual performance review, including taking responsibility formaintaining a record of own personal and/or professional development
* Taking responsibility for owndevelopment, learning and performance and demonstrating skills andactivities to others who are undertaking similar work.
Quality:
The post-holderwill strive to maintain quality within the practice, and will:
* Alert other team members to issuesof quality and risk
* Assess own performance and takeaccountability for own actions, either directly or under supervision
* Contribute to the effectiveness ofthe team by reflecting on own and team activities and making suggestionson ways to improve and enhance the teams performance
* Work effectively with individualsin other agencies to meet patients needs
* Effectively manage own time,workload and resources.
Communication:
Thepost-holder should recognise the importance of effective communication withinthe team and will strive to:
* Communicate effectively with otherteam members offering assistance where required to junior or inexperiencedmembers of staff
* Communicate effectively withpatients and carers
* Recognise peoples needs foralternative methods of communication and respond accordingly.
Contributionto the Implementation of Services:
The post-holderwill:
* Comply with practice policies,standards and guidance
* Discuss with other members of theteam how the policies, standards and guidelines will affect own work
Person Specification
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics & English (C or above)
* AMSPAR Receptionists Qualification
* NVQ Level 2 in Health and Social Care
Experience
* Experience of working with the general public
* Experience of administrative duties
* Experience of working in a healthcare setting
Skills
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Effective time management (planning and organising)
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving and analytical skills
* Ability to follow policy and procedure
Personal Qualities
* Polite and confident
* Flexible and cooperative
* Motivated
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
Other Requirements
* Flexibility to work outside of core office hours
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.
Depending on experienceAgenda for Change Band 2 £12.51
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