Job summary
Are you a receptionist wanting a fresh new challenge?
Or Perhaps a customer service professional looking for a career change?
Do you want to work for a progressive GP Practice organisation?
Do you want to work in a friendly and supportive team.
If any of this appeals to you, then you need to be working for PWE Healthcare.
We are recruiting for receptionists and can offer you a unique role working alongside our existing reception team to provide cover during times of sickness and annual leave. You will complete your training and be working on a base site initially but can be asked to cover at one of our other sites.
Main duties of the job
Skills you will need include:
Flexibility to work across sites as required
Experience of greeting patients/ visitors /other professionals and make them feel welcome in a positive and friendly manner.
Experience of dealing with a high volume of calls prioritising work and situations.
Experience of clerical duties and office procedures
Ability to communicate well in a variety of formats and with peers of all levels up to senior management
Good working knowledge of using MS office to competent level especially MS word, excel and outlook
Ability to work well as part of a team and on own initiative
Positive and friendly persona with good interpersonal skills and smart personal presentation
Excellent time-keeping skills and an organised approach to work
A willingness to learn new skills
Ability to promote a positive image of the practice
Ability to and willingness to work flexibly in response to changing organisational requirements
An interest in working in a healthcare envi
About us
This is a unique role within our service where you will be a valued member of the team but will be based potentially, across any one of our 4 sites to provide valuable support during times of high absence or demand. This means you will be expected to travel between sites.
You will undertake a valuable, respected at PWE Healthcare. We put our patients care at the core of our practice.
You will be the face and the voice of the practice, delivering care to a diverse practice population. Supported by an experienced team, you will deliver exceptional patient services.
You will work collaboratively with the practice team to meet the needs of patients by providing safe, personal, quality based care.
You will be part of a reception team that works from
You will support the delivery of policy and support all colleagues as appropriate
You will use your judgment, resourcefulness and common sense and demonstrate flexibility when required
In return, we will give you a friendly, supportive environment to work in. An environment that encourages development, training and career progression, that promotes a team ethos and rewards and recognises you for the value you bring to the role.
Job description
Job responsibilities
Receive,assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person, telephone or in writing.
A high degree of accuracy is required in the role as is the ability to work as part of a wider team and on own initiative within practice policy and frameworks.
Outline job responsibilities
General administration-
1. To have a thorough knowledge of all practice procedures
2. To work in accordance with all written protocols
3. Scanning, reading and actioning clinical correspondence
4. Managing post
5. Photocopy as requested
6. Maintain the office filing systems and confidentiality
Reception
7. Receiving patients consulting with members of practice team
8. Processing prescription requests
9. Processing all other requests/referring these to others where required
10. Processing and handling repeat prescriptions to patients and checking names and addresses and when medications are due
11. Promoting practice services as required eg online access,care navigation etc
12. Be able to cover all reception positions as necessary
13. Be able to work accurately at a degree of speed and in abusy, pressured environment
14. Deal with conflict and be able to work with patients toensure their needs are met in line with practice protocol and availableresources.
Appointments
15. Process appointment requests for the day and futureappointments from patients by telephone and in person
16. Prioritise patient needs in line with practice protocols andresources
17. Deal with home visit / urgent requests
18. Care Navigate patients to the most appropriate sources ofhelp
Computer
19. Registrations of new patients be aware of practice protocoland advise patients accordingly, ensuring checks are made in line with practicepolicy
20. Process patients change of address / contact detailscomputer data and medical records (have knowledge of practice area).
21. Process repeat prescription requests in accordance withpractice guidelines
22. Record information on patient records promptly and with ahigh degree of accuracy
23. Undertake back office computer administrative tasks toensure digital housekeeping protocols are maintained
Patient Recall
24. Support the practice with call and recall of patientsensuring patients are invited into practice in line with the needs of theindividual and within practice resource
25. Proactively invite patients in for routine screening,vaccination and reviews
Other Tasks
26. Develop positive working relationships with clinical andadministrative staff
27. Welcome locums as required
28. Ensure building security at all sites have thoroughknowledge of doors/windows/alarm.
29. Any other tasks allocated by managers
30. Flexible approach to working hours / overtime agreeing torequests and cover for staff absence as required
Confidentiality
31. 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
32. 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
33. 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
34. The post-holder will assist in promoting and maintainingtheir own and others health, safety and security as defined in the practiceHealth & Safety Policy, to include:
35. Using personal security systems within the workplaceaccording to practice guidelines
36. Identifying the risks involved in work activities andundertaking such activities in a way that manages those risks
37. Making effective use of training to update knowledge andskills
38. Using appropriate infection control procedures, maintainingwork areas in a tidy and safe way and free from hazards
39. Reporting potential risks identified.
Equality and Diversity
40. The post-holder will support the equality, diversity andrights of patients, carers and colleagues, to include:
41. Acting in a way that recognizes the importance of peoplesrights, interpreting them in a way that is consistent with practice proceduresand policies, and current legislation
42. Respecting the privacy, dignity, needs and beliefs ofpatients, carers and colleagues
43. Behaving in a manner which is welcoming to and of theindividual, is non-judgmental and respects their circumstances, feelingspriorities and rights.
Personal/Professional Development
44. The post-holder will participate in any training programmeimplemented by the practice as part of this employment, such training toinclude:
45. Participation in an annual individual performance review,including taking responsibility for maintaining a record of own personal and/orprofessional development
46. Taking responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work.
Quality
47. The post-holder will strive to maintain quality within thepractice, and will:
48. Alert other team members to issues of quality and risk
49. Assess own performance and take accountability for ownactions, either directly or under supervision
50. Contribute to the effectiveness of the team by reflecting onown and team activities and making suggestions on ways to improve and enhancethe teams performance
51. Work effectively with individuals in other agencies to meetpatients needs
52. Effectively manage own time, workload and resources.
Communication
53. The post-holder should recognize the importance of effectivecommunication within the team and will strive to:
54. Communicate effectively with other team members
55. Communicate effectively with patients and carers
56. Recognise peoples needs for alternative methods ofcommunication and respond accordingly.
Person Specification
Qualifications
Essential
57. GCSE (or equivalent) Grade A-C in English
58. Essential criteria
59. Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
60. Desirable criteria
61. Experience of working in a team setting; Experience of dealing with vulnerable people; Experience of dealing with people where English may not be their first language;
Experience
Essential
62. Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
63. Knowledge of EMIS system
64. Working in a Primary care setting