Hartshill Medical Centre is a well-established practice witha focus on high quality training and patient care. We are based in apurpose-built medical centre, caring for 8000 patients. We provide a high standard of training to GPregistrars (ST3, ST2 & ST1) and medical students.
We are looking to recruit an enthusiastic, hard working receptionistwith excellent communication, interpersonal and organizational skills. This role will involve spending time in a patient facing capacity and completing tasks. Thesuccessful candidate must also be passionate and committed to delivering thehighest quality of care for our patients.
Main duties of the job
You will be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.
You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working our clinical and administration teams.
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community. There will also be time spent completing administrative tasks including, but not limited to, prescription requests, letters in and out of the practice and processing tasks.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
About us
We are an established practice with many long-serving members of the team, with historically a very low staff turnover. In the last year we have expanded our team to welcome some of our amazing apprentices to the Hartshill family and created new roles.
Job responsibilities
Receptionduties
* Greeting patientsin a friendly and approachable manner, putting them at ease
* Assistingpatients to make and amend appointments whether that be directly booking theman appointment or directing them to the online consultation webpage
* Signpostingpatients to other relevant services (care navigation)
* Answering patientquestions, within your competency
* Passing onmessages on behalf of the clinic team
* Giving outresults, where appropriate
* Documentingcommunications/ interactions with patients in the clinical notes
* Keeping theclinical records up to date
* Acceptingspecimens following established practice protocols
* Assisting patientsto register with the practice
* Take part inrecalls for patient health checks
* Complete openingand closing procedures
Keyadministrative areas
* Monitoringthe various task groups within the practice, acting on them in an efficientmanner
* Engagingwith the practices recall systems
* Processingrepeat prescriptions
* Photocopying,scanning and filing of paper records
* Undertakesuch duties as may be required from time to time to support the day-to-day functioningof the practice.
Communication
* Communicateeffectively with other team members
* Communicateeffectively with patients and carers, recognising the need for alternativemethods of communication to overcome different levels of understanding,cultural background and preferred ways of communicating
* Maintaineffective communication within the organisation
Confidentiality
* Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and other matters.They do so in confidence and have the right to expect that staff will respecttheir privacy and act appropriately
* Inthe performance of the duties outlined, the post-holder may have access toconfidential information relating to patients and their carers, practice staffand other healthcare workers. They may also have access to information relatingto the practice as a business organisation. All such information from anysource is to be regarded as strictly confidential
* Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.
* Anybreach of confidentiality is a disciplinary event and will be treated as grossmisconduct which could result in termination of employment
Health& Safety
* Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice Health & SafetyPolicy, to include:
* Using personal security systemswithin the workplace according to practice guidelines
* Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks
* Makingeffective use of training to update knowledge and skills
* Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazard
Equalityand Diversity
* Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
* Acting ina way that recognizes the importance of peoples rights, interpreting them in away that is consistent with practice procedures and policies, and currentlegislation
* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment
* Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, including Statutory and Mandatorytraining. Such training to include-
* Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development
* Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work.
* Attend and participate in practice meetings asrequired
Quality
Thepost-holder will strive to maintain quality within the practice, and will-
* Alert other team members to issues of qualityand risk
* Assess own performance and take accountabilityfor own actions, either directly or under supervision
* Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways to improveand enhance the teams performance
* Work effectively with individuals in otheragencies to meet patients needs
* Effectively manage own time, workload andresources.
Contributionto the Implementation of Services
Thepost-holder will-
* Apply practice policies, standards andguidance
* Discuss with other members of the team how thepolicies, standards and guidelines will affect own work
* Participate in audit where appropriate
* Implement maximum flexibility of work tomaintain a high level of efficiency, eg working in any area of the practice ifrequested to do so, according to the needs of the practice
* Comply at all times to the Staff Contract,Practice Policies & Procedures including CQC policies, Data Protection& GDPR
Feedback
* To listen tofeedback from patients and colleagues whether this be a compliant, comment orcompliment and if it cannot be dealt with immediately to the Practice Manager.
Job description
Job responsibilities
Receptionduties
* Greeting patientsin a friendly and approachable manner, putting them at ease
* Assistingpatients to make and amend appointments whether that be directly booking theman appointment or directing them to the online consultation webpage
* Signpostingpatients to other relevant services (care navigation)
* Answering patientquestions, within your competency
* Passing onmessages on behalf of the clinic team
* Giving outresults, where appropriate
* Documentingcommunications/ interactions with patients in the clinical notes
* Keeping theclinical records up to date
* Acceptingspecimens following established practice protocols
* Assisting patientsto register with the practice
* Take part inrecalls for patient health checks
* Complete openingand closing procedures
Keyadministrative areas
* Monitoringthe various task groups within the practice, acting on them in an efficientmanner
* Engagingwith the practices recall systems
* Action incomingemails
* Processingrepeat prescriptions
* Photocopying,scanning and filing of paper records
* Undertakesuch duties as may be required from time to time to support the day-to-day functioningof the practice.
Communication
* Communicateeffectively with other team members
* Communicateeffectively with patients and carers, recognising the need for alternativemethods of communication to overcome different levels of understanding,cultural background and preferred ways of communicating
* Maintaineffective communication within the organisation
Confidentiality
* Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and other matters.They do so in confidence and have the right to expect that staff will respecttheir privacy and act appropriately
* Inthe performance of the duties outlined, the post-holder may have access toconfidential information relating to patients and their carers, practice staffand other healthcare workers. They may also have access to information relatingto the practice as a business organisation. All such information from anysource is to be regarded as strictly confidential
* Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.
* Anybreach of confidentiality is a disciplinary event and will be treated as grossmisconduct which could result in termination of employment
Health& Safety
* Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice Health & SafetyPolicy, to include:
* Using personal security systemswithin the workplace according to practice guidelines
* Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks
* Makingeffective use of training to update knowledge and skills
* Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazard
* Reporting potential risksidentified.
Equalityand Diversity
* Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
* Acting ina way that recognizes the importance of peoples rights, interpreting them in away that is consistent with practice procedures and policies, and currentlegislation
* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment
* Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, including Statutory and Mandatorytraining. Such training to include-
1. Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development
2. Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work.
3. Attend and participate in practice meetings asrequired
Quality
Thepost-holder will strive to maintain quality within the practice, and will-
4. Alert other team members to issues of qualityand risk
5. Assess own performance and take accountabilityfor own actions, either directly or under supervision
6. Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways to improveand enhance the teams performance
7. Work effectively with individuals in otheragencies to meet patients needs
8. Effectively manage own time, workload andresources.
Contributionto the Implementation of Services
Thepost-holder will-
9. Apply practice policies, standards andguidance
10. Discuss with other members of the team how thepolicies, standards and guidelines will affect own work
11. Participate in audit where appropriate
12. Implement maximum flexibility of work tomaintain a high level of efficiency, eg working in any area of the practice ifrequested to do so, according to the needs of the practice
13. Comply at all times to the Staff Contract,Practice Policies & Procedures including CQC policies, Data Protection& GDPR
Feedback
* To listen tofeedback from patients and colleagues whether this be a compliant, comment orcompliment and if it cannot be dealt with immediately to the Practice Manager.
CCQ
* To work withinthe guidelines set be CCQ to ensure the Practice is safe, efficient andprovides the best possible care for patients.
Person Specification
Qualifications
* GCSEs in Maths and English at grade C (grade 4) or above
* NVQ Level 3 or equivalent level of knowledge in office procedures
Experience
* Experience of working under own direction
* Evidence of working with IT systems
* Experience in working in a customer/ patient/ client facing role
* Experience of working in medical administration
* Experience in a patient focused environment
* Experience in wide range of administrative systems and software programmes
* Experience of supporting service improvement
* Previous experience in NHS/Primary Care/Local Authority role
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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