Hove Medical Centre is a well established training practice at the foot of the South Downs that requires someone to join their friendly and supportive reception team.
If you like to learn new things and like to be kept busy, please read on.
We have a vacancy for either a full time or 2 part‑time receptionists working between 20 and 37.5 hours per week.
The hours will be worked between 08:00 and 18:30 Monday to Friday and will likely include some early starts (08:00) and some late finishes (18:30).
There will be an opportunity to work additional hours to cover holiday absences and occasional early evening clinics.
The right person will provide a professional, positive and friendly service to our patients, deal with general enquiries and support our GPs, nurses and other clinicians to deliver a first class medical service.
Main duties of the job
* Dealing with patient enquiries either face to face or over the phone
* Booking appointments
* Keeping patient data up to date
* Explaining procedures
* Assisting and supporting clinic staff
* Liaising with other healthcare organisations
Candidate requirements
* To be confidential
* Have excellent communication skills
* Able to work independently
* Be a team player
About the practice
Hove Medical Centre's clinical team is made up of 4 GP partners, 3 salaried GPs, 1 nurse practitioner, 3 practice nurses, 1 clinical pharmacist, 2 healthcare assistants, 1 social prescriber and 1 Mental Health Coordinator.
The clinical team is supported by a business manager and a team of 16 admin/reception staff.
Being a training practice, the clinical team may include GP registrars, student nurses, paramedic practitioners, physician associates, clinical pharmacists and medical students. It is rewarding to see some of these clinicians return in the future, fully fledged, knowing that we helped them on their journey.
We support our staff on their own journey by providing a friendly and proactive working environment.
We offer a generous holiday entitlement and staff are entitled to join the NHS pension scheme.
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 or via the telephone.
* Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
* Deal with all general enquiries, explain procedures and make new and follow‑up appointments.
* Use own judgement and communication skills to ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non‑disruptive manner.
* Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are completed.
* Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
* Enter requests for home visits into the visit book, ensuring to carefully record all relevant details and referring to duty doctor where necessary.
* Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
* Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
* Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for the same.
* Enter patient information onto the computer as required.
* Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
* Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
* Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible.
* Make and serve refreshments, ensure kitchen is kept clean and tidy, and air and tidy the waiting room in turn with other staff.
* Open premises at the start of the day when first to arrive, de‑activate alarm and make all necessary preparations to receive patients.
* When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
* Ensure that all new patients are registered onto the computer system promptly and accurately.
* Undertake any other additional duties appropriate to the post as requested by the partners or the business manager.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & safety
* Assist in promoting and maintaining health, safety and security as defined in the practice health & safety policy, the practice health & safety manual and the practice infection control policy and published procedures.
* Use personal security systems within the workplace according to practice guidelines.
* Identify risks involved in work activities and undertake such activities in a way that manages those risks.
* Make effective use of training to update knowledge and skills.
* Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
* Actively report health and safety hazards and infection hazards immediately when recognised.
* Keep own work areas and general patient areas generally clean, assist in maintaining general standards of cleanliness consistent with the scope of the job holder’s role.
* Undertake periodic infection control training (minimum annually).
* Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality & diversity
* Support the equality, diversity and rights of patients, carers and colleagues, to include acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
* Respect privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behave in a manner that is welcoming to and of the individual, non‑judgmental and respects their circumstances, feelings, priorities and rights.
Training and development
* Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.
Quality
* Alert other team members to issues of quality and risk.
* Assess own performance and take accountability for own actions, either directly or under supervision.
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
* Work effectively with individuals in other agencies to meet patients’ needs.
* Effectively manage own time, workload and resources.
Communication
* Recognise the importance of effective communication within the team and strive to communicate effectively with other team members, patients and carers.
* Recognise people’s needs for alternative methods of communication and respond accordingly.
Contribution to the implementation of services
* 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.
Person specification
* Understanding, acceptance and adherence to the need for strict confidentiality.
* Excellent communication skills (Written and Oral).
* Basic understanding of Microsoft Office.
* Clear, polite telephone manner.
* Accuracy and attention to detail.
* Time management and the ability to work to deadlines.
* Smart, polite and confident.
* Organised approach to work with the ability to plan, prioritise and balance conflicting demands.
* Performing under pressure.
* Adaptability.
* Ability to use own initiative, judgement, resourcefulness and common sense.
* Ability to work as part of a team and autonomously.
* Self‑motivated.
* Ability to work flexibly.
* Knowledge of TPP SystmOne Clinical System.
* An understanding of a primary care environment and patient care.
* Problem solving skills using diplomacy and tact.
* Interpersonal skills.
Qualifications
* GCSE grade A to C in English and Maths.
Experience
* Experience of using own initiative.
* Experience of working with the general public.
* Experience of reception work, customer service.
* Experience of working as part of a team.
* Experience of working within General Practice.
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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