Receptionist / Reception Patient Advisor
The successful candidate will have a desire to provide a high standard of customer service, be able to adapt to a fast pace of change and be flexible in their working hours.
We are a supportive and forward thinking Practice, valuing the contribution employees make to achieve a safe, effective and responsive service. We are looking for an enthusiastic team player who is likely to have some knowledge of the medical environment, will be computer literate, well organised and capable of paying attention to detail.
The standard hours of the post are 27.5 hours a week working either 7.30am -1pm or 1pm - 6.30pm Monday to Friday however flexibility is required to cover for colleagues absences.
The main shift pattern for this role will be 1pm to 6.30pm, Monday to Friday.
Main duties of the job
The successful candidate will:
offergeneral assistance to the practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone
receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way
undertakea variety of administrative duties to assist in the smooth running of thepracticeusing IT technologies
facilitateeffective communication between patients, members the primary health care team,secondary care and other associated healthcare agencies
About us
The Waterloo Practice is located in the HD5 area of Huddersfield. We have five approachable and supportive GP partners who with an Advanced Clinical Practitioner, a full team of Practice Nurses and Healthcare Assistants and management, reception and admin team who deliver first class care for approximately 9,500 patients locally.
We are able to offer pleasant purpose built working premises, friendly and supportive team colleagues, opportunities to develop skills and an NHS pension.
Job responsibilities
Theduties and responsibilities to be undertaken by members of the practiceadministration team may include any or all of the items in the followinglist. Duties may be varied from time totime under the direction of the Assistant Practice Manager or Practice Manager,dependent on current and evolving practice workload and staffing levels:
* Openingup/locking-up of practice premises and maintaining security in accordancewith practice protocols
* Maintainingand monitoring the practice appointments system
* Processingpersonal and telephone requests for appointments, visits and telephoneconsultations and ensuring callers are care navigated to the appropriatehealthcare professional
* Monitoringpatient flow and taking action where there is congestion, non-attendeesand cancellations
* Helpingpatients who may be in an emotional state by providing information andreassurance as necessary, elevating issues to clinicians in accordancewith protocols
* Processingand distributing incoming (and outgoing) mail
* Takingmessages and passing on information
* Handlingpetty cash and monies associated with payment of fees by patients
* Filingand retrieving paperwork
* Processingrepeat prescriptions in accordance with practice guidelines
* Computerdata entry/data allocation and collation; processing and recordinginformation in accordance with practice procedures
* Initiatingcontact with and responding to requests from patients, other team membersand associated healthcare agencies and providers
* Clearingand re-stocking consulting rooms as required
* Preparingconsulting rooms for consultations
* Chaperoning
* Providingclerical assistance to practice and Trust staff as required from time totime, including word/data processing, filing, photocopying and scanning
* Ordering,re-ordering and monitoring of stationery and other supplies
* Receivingsamples for investigation
* Dealingwith clinical waste, including attending to accidental spillage
* Provisionof refreshments for staff and visitors as required; loading and emptyingthe dishwasher and keeping the kitchen area clean and tidy
* Keepingthe reception area and waiting room tidy and free from obstructions with notice-boardsand leaflet dispensers up to date
* Contributingand making suggestions for improving service provision
* Workingto standard operating procedures at all times
* Workingflexibly to provide cover for colleagues when needed
Confidentiality:
* Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidenceand have the right to expect that staff will respect their privacy and actappropriately
* Inthe performance of the duties outlined in this Job Description, thepost-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcareworkers. They may also have accessto information relating to the practice as a business organisation.All such information from any source is to be regarded as strictlyconfidential
* Information relating to patients, carers, colleagues, otherhealthcare workers or the business of the practice may only be divulged toauthorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitivedata.
Health & Safety:
The post-holder willassist in promoting and maintaining their own and others health, safety andsecurity as defined in the practice Health & Safety Policy, to include:
* Usingpersonal security systems within the workplace according to practiceguidelines
* Identifyingthe risks involved in work activities and undertaking such activities in away that manages those risks
* Makingeffective use of training to update knowledge and skills
* Usingappropriate infection control procedures, maintaining work areas in a tidyand safe way and free from hazards
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
* Actingin a way that recognizes the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation
* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behavingin a manner which is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, such training to include:
* Participationin an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development
* Takingresponsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertaking similarwork.
Quality:
Thepost-holder will strive to maintain quality within the practice, and will:
* Alertother team members to issues of quality and risk
* Assessown performance and take accountability for own actions, either directlyor under supervision
* Contributeto the effectiveness of the team by reflecting on own and team activitiesand making suggestions on ways to improve and enhance the teamsperformance
* Workeffectively with individuals in other agencies to meet patients needs
* Effectivelymanage own time, workload and resources.
Communication:
Thepost-holder should recognize the importance of effective communication withinthe team and will strive to:
* Communicateeffectively with other team members
* Communicateeffectively with patients and carers
* Recognizepeoples needs for alternative methods of communication and respondaccordingly.
Contribution to the Implementation ofServices:
Thepost-holder will:
* Applypractice policies, standards and guidance
* Discusswith other members of the team how the policies, standards and guidelineswill affect own work
* Participatein audit where appropriate.
Person Specification
Qualifications
* 5 GCSE's - Grade A to C to include English and Maths or equivalent.
Experience
* Keyboard and computer skills
* Ability to use own judgement, initiative and common sense
* An understanding, acceptance and adherence to the need for strict confidentiality
* Reliable
* Caring
* Ability to work under pressure
* Ability to work in a changing environment/ Adaptable
* Able to start work at 7.30am or finish at 6.30pm/8.15pm
* Able to work weekends if called on to do so
* Flexibility in working hours
* Experience using SystmOne
* Previous experience of working in a Reception environment
* Previous experience of working in a Primary Care Role
* Previous experience of working with the Public
* Communication Skills - previous experience of dealing with the public by telephone and Face to Face
* Previous experience of coding of medical records
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.
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