Job summary
Sidley Medical Practice is recruiting for a full-time and/or part-time receptionist to join our large and friendly GP practice team.
The successful candidate will ideally have experience as a medical receptionist and working with the general public, but full training will be provided.
The core hours are Monday to Friday am - pm and pm - pm. with Saturday duties on a voluntary/rota basis.
The successful candidate will need to demonstrate excellent interpersonal and organisational skills, good level of IT competency and is a team player who is adaptable and motivated with a willingness to learn.
Main duties of the job
Duties include, but are not limited to:
Manage patient inquiries in our busy call centre or face-to-face at reception
Accurate information recording and sharing between patients and GPs/clinicians
Accurate and confidential management of patient records and data
Manage patient appointments (booking with clinicians and patient arrival)
Undertake other duties appropriate to the post
About us
Sidley Medical Practice is a busy GP practice based across two surgery sites. We are a member of a up and coming Primary Care Network group of GP practices within the town, working hard together to improve on local care services for our community.
The role can be challenging, but has its rewards. Our supportive and friendly practice team work hard together to ensure the best care for our patients.
Job description
Job responsibilities
Job Title:Receptionist
Line Manager:Administration Manager
Accountable to:Practice Manager
Job Summary
To be responsible for undertaking a wide range of reception and administrative duties and the provision 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, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and inquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
Generic Responsibilities:
All staff at Sidley Medical Practice have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Practice Manager and Administration Manager.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Sidley Medical Practice must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Sidley Medical Practice, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.
Primary Responsibilities
The following are the core responsibilities of the care navigator coordinator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
1. Maintaining and monitoring the practice appointment system
2. Process personal and telephone and requests for appointments
3. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
4. Care navigate patients to the correct service
5. Initiating contact with and responding to, requests from patients, team members and external agencies
6. Read code data on EMIS Web
7. Photocopy documentation as required
8. Data entry of new and temporary registrations and relevant patient information as required
9. Input data into the patients healthcare records as necessary
10. Direct requests for information SAR, insurance / solicitors letters and DVLA forms to the administrative team
11. Manage all queries as necessary in an efficient manner
12. Carry out system searches as requested
13. Maintain a clean, tidy, effective working area at all times
14. Monitor and maintain the reception and waiting room area and notice boards
15. Consulting room support and stock maintenance
16. Support all clinical staff with general tasks as requested
Secondary Responsibilities
17. In addition to the primary responsibilities, the medical administrator may be requested to:
18. Support administrative staff, providing cover during staff absences
19. Action incoming emails and faxes when necessary
20. As required support administrative staff, scanning of patient related documentation and attaching scanned documents to patients healthcare records
21. Complete opening and closing procedures in accordance with the duty rota
22. As required support the prescribing team in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
23. As required cover emergency inquiries during practice lunchtime closures when needed
Person Specification
Qualifications
Essential
24. Excellent communication skills (written and oral).
25. Strong IT skills.
26. Clear, polite telephone manner.
27. Competent in the use of Microsoft Office and Outlook.
28. Effective time management (Planning & Organising).
29. Ability to work as a team member and autonomously.
30. Good interpersonal skills..
31. Problem solving & analytical skills.
32. Ability to follow policy and procedure.
33. Essential qualities:
34. Polite and confident.
35. Flexible and cooperative.
36. Motivated.
37. Forward thinker.
38. High levels of integrity and loyalty.
39. Sensitive and empathetic in distressing situations.
40. Ability to work under pressure.
41. Flexibility to work outside of core office hours.
42. Experience of working with the general public.
Desirable
43. GCSE level or equivalent (including Maths & English grade C and above)
44. AMSPAR Receptionist qualification
45. NVQ Level 2 Health and Social Care
46. Experience in use of EMIS Web (patient records software)
47. Experience of working in a health care setting