HarlequinSurgery supports the health needs of approx 10k residents in our localcommunity. We require a flexible Receptionist to support our existing team ofreceptionists. If you have excellent telephone and communication skills as wellas being a good team player we would like to hear from you. Experience ofSystmOne would be an advantage, however, training will be provided to thesuccessful candidates. Flexibility is essential to cover for holidays andabsence.
Main duties of the job
To provide a highquality, professional reception and administrative service to patients,doctors, staff, colleagues, health service professionals and others. To act asthe first point of contact for patients contacting the Practice and to portraythe Practice in the highest possible professional basis. To ensure thatinquiries from patients are efficiently and courteously handled to the mutualsatisfaction of the partners and patients.
About us
Harlequin surgery isa friendly team driven practice.
We value reliability,responsibility, good communication and the ability to adapt to changingsituations.
Job responsibilities
REPORTS TO: RECEPTION MANAGER/PRACTICE MANAGER
HOURS: 25
Job Summary:
Receive, assist and direct patients in accessing the appropriate serviceor healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positiveand friendly image to patients and other visitors, either in person or via thetelephone
Job Responsibilities:
Administration
* To have a thorough knowledge of all Practice procedures.
* To work in accordance of written protocols
* Fax and photocopy as requested
Reception
* Receiving patients consulting with members of practiceteam
* Be able to cover all reception position as necessary
* Respond to all queries andrequests for assistance from patients, practice team, hospital andvisitors or refer to appropriate person
Appointments
* Process appointment requests for today futureappointments from patients by telephone and in person.
* Deal with visits requests
* Ensure effectiveness ofappointment system and monitoring flow of patients in the surgery.
Computer
* Making full use of practice computer system taking intoaccount protocols
* Process repeat prescriptionrequest in accordance with practice guidelines.
Telephone
* Have working knowledge of telephone system, during andafter hours.
* Answer the telephone and makecalls as required in a polite manner, taking messages as necessary and asdirected
Other Tasks
* Ensure building security have thorough knowledge ofdoors/windows/alarm.
* Any other tasks allocated bymanagers
Confidentiality:
* In the course of seeking treatment, patients entrust uswith, or allow us to gather, sensitive information in relation to theirhealth and other matters. They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately
* In the performance of the duties outlined in this JobDescription, the post-holder may have access to confidential informationrelating to patients and their carers, practice staff and other healthcareworkers. They may also have access to information relating to the practiceas a business organisation. All such information from any source is to beregarded 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:
The post-holder will assist in promoting and maintaining their own andothers health, safety and security as defined in the practice Health &Safety Policy, to include:
* Using personal security systems within the workplace accordingto practice guidelines
* Identifying the risks involved in work activities andundertaking such activities in a way that manages those risks
* Making effective use of training to update knowledge andskills
* Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards
Equality and Diversity:
The post-holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
* Acting in a way that recognizes the importance ofpeoples rights, interpreting them in a way that is consistent withpractice procedures and policies, and current legislation
* Respecting the privacy, dignity, needs and beliefs ofpatients, 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/Professional Development:
The post-holder will participate in any training programme implementedby the practice as part of this employment, such training to include:
* Participation in an annual individual performancereview, including taking responsibility for maintaining a record of ownpersonal 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-holder will strive to maintain quality within the practice, andwill:
* Alert other team members to issues of quality and risk
* Assess own performance and take accountability for ownactions, either directly or under supervision
* Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways toimprove and enhance the teams performance
* Work effectively with individuals in other agencies tomeet patients needs
* Effectively manage own time,workload and resources.
Communication:
The post-holder should recognize the importance of effectivecommunication within the team and will strive to:
* Communicate effectively with other team members
* Communicate effectively with patients and carers
* Recognize peoples needs foralternative 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 whereappropriate.
Person Specification
Qualifications
* Good education with good level of literacy skills
* Reception or customer care training
* Windows-based IT training
Experience
* Previous reception or clerical background
* Excellent interpersonal and communication skills both verbal and written
* Computer literate in the use of a windows-based PC Keyboard skills Ability to cope with more than one task at a time and move between tasks as required
* Ability to work unsupervised
* Ability to cope in a stressful or emergency situation
* Evidence of collaborative working within teams
* Pragmatic approach to day to day challenges
* Able to respond positively to changing priorities and demands
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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