Overview
We have a vacancy for a Medical Receptionist to join our friendly supportive team, doing a variety of work in our busy GP Practice. They will provide a range of reception and administration duties using SystmOne clinical system and Microsoft systems. Computer skills are essential and experience in coding and/or summarising would be desirable. We are looking for someone who has experience in a customer care environment, ideally medical and have energy, flexible, reliable and enthusiasm and be self-motivated with excellent communication skills. This is an essential role, providing a welcoming friendly and professional service to our patients, staff and visitors, face to face or via the telephone.
Main duties of the job
Welcoming patients to the practice, booking and rearranging appointments, maintaining and monitoring the practice appointment system.
Care Navigation - Signpost patients to the most appropriateservice (internally or externally).
Deal with all general enquiries, explain procedures and makenew and follow-up appointments.
Using your own judgment and communication skills ensure thatpatients with no prior appointment but who need urgent consultation are seen ina logical and non-disruptive manner.
Chaperone patients as and when required.
Ensure all incoming and outgoing tasks are actionedappropriately and in a timely manner.
About us
Blackhall andPeterlee Practice is in the Easington area in County Durham and operates acrosstwo locations caring for 10,000+ patients.
We are a largetraining practice with four GP partners, four salaried GPs, a nursing team ofnurse practitioners, nurses and HCAs, pharmacists along with a largeadministrative team to support the team and patients. We provide education and supervision GPtrainees and medical students.
As part ofEasington Central PCN we offer enhanced access and attached staff includingphysiotherapist, health and wellbeing coach, clinical pharmacist, carecoordinator, adult mental health support, CAMHS and social prescribers.Everyone within the team and wider PCN team is supportive, friendly, andapproachable.
Blackhall and Peterlee Practice work closely with New Seaham Medical Group. The role will involve working across both practices which work to enhance hours (7am-8pm some days of the week), to offer our patients more accessibility to health care.
Job responsibilities
Welcoming patients to practice, booking and rearrangingappointments, maintaining and monitoring the practice appointment system.
To ensure an effective and efficient reception service isprovided to patients and any other visitors to the practice.
Answer incoming phone calls, transferring calls or dealingwith the callers request appropriately, taking messages to pass onto theappropriate person (as per practice protocol).
Care Navigation - Signpost patients to the most appropriateservice (internally or externally).
Deal with all general enquiries, explain procedures and makenew and follow-up appointments.
Using your own judgment and communication skills ensure thatpatients with no prior appointment but who need urgent consultation are seen ina logical and non-disruptive manner.
Explain practice arrangements and formal requirements to newpatients and those seeking temporary cover and ensure procedures are completed.
Chaperone patients as and when required.
Ensure all incoming and outgoing tasks are actionedappropriately and in a timely manner; GP2GP transfers / appointmentcancellation updates / PDS updates / new patient address / pathology / onlineservice requests / letter to action / tasks from clinical staff.
Understanding and fully utilising SystmOne.
Input data into the patients\' healthcare records asnecessary.
Monitor and maintain the reception area and notice boards.
Support all clinical staff with general tasks as requested.
Ensure correspondence, reports, results etc are scanned /filed promptly and in the correct records, ensuring that all recentcorrespondence is available when patients are seen.
To receive incoming and initiate outgoing telephone calls inorder to facilitate timely and appropriate communications with others, takingmessages and dealing with appropriate queries.
To maintain the computer clinic system in an accurate andsecure manner.
To assist with the gathering of statistics and informationwhen required.
Assist with coding/ summarising as required.
You will be required to cover for members of thereception/secretarial team during periods of sickness and annual leave, acrossall of the sites in order to maintain operation efficiency.
Any other duties deemed reasonable by the Partners/PracticeManagement Team.
Confidentiality
In the course of seeking treatment, patients entrust uswith, or allow us to gather, sensitive information in relation to their healthand other matters. They do so in confidence and have the right to expect thatstaff 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 practice as abusiness organisation. All such information from any source is to be regardedas strictly confidential
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 sensitive data.
Health & Safety
The postholder will assist in promoting and maintainingtheir own and others health, safety and security as defined in the practiceHealth & Safety Policy, the practice Health & Safety manual, and thepractice Infection Control policy and published procedures. This will include:
Using personal security systems within the workplaceaccording to 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
Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazards
Activelyreporting of health and safety hazards and infection hazards immediately whenrecognised
Keepingown work areas and general / patient areas generally clean, assisting in themaintenance of general standards of cleanliness consistent with the scope ofthe job holders role
Undertakingperiodic infection control training (minimum annually)
Demonstratedu regard for safeguarding and promoting the welfare of children.
Equality and Diversity
The postholder will support the equality, diversity andrights of patients, carers and colleagues, to include:
Acting in a waythat recognizes the importance of peoples rights, interpreting them in a waythat is consistent with practice procedures and policies, and currentlegislation
Respecting theprivacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in amanner that is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
Information Governance
The practice is committed to improving the way it managesinformation. Information Governance pulls together a variety of initiativesrelating to how NHS agencies use information and aims to improve the security,confidentiality, quality, and accessibility of this information.
It is essential that you understand these initiatives andare aware of your responsibilities in managing information on a day-to-daybasis. Several policies have been developed detailing staff obligations inrelation to these areas, around IT Security, Records Management and Freedom ofInformation. It is a condition of your employment that you act in accordancewith these policies and participate in training offered by the practice inrelation to these.
All papers and files are the property of the Practice andremain so irrespective of origin or authorship.
Personal & Professional Development
The postholder will participate in any training programmeimplemented by the practice as part of this employment, such training toinclude
Participation in an annual individual performance review,including taking responsibility for maintaining a record of won personal and/or professional development
Taking responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work
Quality
The postholder will strive to maintain quality within thepractice, and will:
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 by reflecting onown and team activities and making suggestions on ways to improve and enhancethe team\'s performance
Work effectively with individuals in other agencies to meet patients\'needs
Effectively manage own time, workload, and resources
Ensure self and team carry out all mandatory training (CPR,Safeguarding, Information Governance, etc)
Communication:
The postholder should recognise the importance of effectivecommunication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Communicate effectively with other partner agenciesincluding but not limited to, Community Staff, Practice and communitypharmacists, Nursing Homes and other third sector partners.
Recognise people's needs for alternative methods ofcommunication and respond accordingly as per Accessible Information Standards.
Contribution to the Implementation of services:
The postholder 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
Develop protocols to support business change
Corporate
This job description reflects the duties we currentlyanticipate the post holder undertaking. However, due to the nature of the rolethis may change over time. You will be expected to undertake tasks/dutiesrequired to maintain the efficient running of the practice which may not bedetailed on this job description, but which are commensurate with your gradeand within your capabilities. Any permanent changes to this job descriptionwill be made following consultation with the postholder.
There will be aprobation period of six months, a review will take place at three months.
Person Specification
Experience
* Excellent communication skills (written and oral)
* Ability to work on own initiative
* Ability to work as a team member and autonomously
* Experience of General Practice or in a health care setting
* Experience with coding/ summarising
* Good working knowledge of clinical systems (SystmOne)
Qualifications
* Educated to GSCE level or equivalent
* GSCE Mathematics and English (C or above)
* NVQ Level 2 in Health and Social Care or Business Administration
* Experience of working in NHS
* Good working knowledge of clinical systems (SystmOne)
Knowledge and skills
* Time Management
* Planning and prioritising
* Problem solving
* Accuracy in work
* Able to work to tight deadlines
* Able to work to protocols / guidelines
* Able to communicate effectively to the practice team
* Able to travel independently between sites
* Self-motivated
* Articulate
* Able to work under pressure
* Working in an office environment
* Adaptable / Flexibility
* Reliable / Proven attendance record
* Sense of humour
* Able to manage conflict.
* Able to cope with unexpected situations and provide solutions to problems
* Able to communicate effectively and clearly
* Diplomacy / tact
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.
£23,809 to £24,648 a yearsubject to experience
#J-18808-Ljbffr