Job summary
An exciting opportunity has arisen for a highly motivated individual to become part of a forward thinking, dynamic and friendly practice located on the Fylde Coast.
This position would involve working within our established reception team. The reception team work extremely hard to ensure that patients have a positive experience when they make contact with the practice and we are seeking an individual who will be able to further enhance this team.
The position will be for 27 hours a week and will involve working Monday to Friday. Receptionists work a shift pattern of: 07:45 - 13:15 and 13:00 - 18:30. Shift patterns for this position will be discussed / finalised at interview.
Main duties of the job
We are looking to expand our current reception team with an enthusiastic and committed individual who can demonstrate excellent communication and interpersonal skills and work effectively as part of a team.
As a member of the reception team you will need to be able to demonstrate strong verbal communication skills, be able to use your own initiative and be computer literate. The ideal candidate will have a confident telephone manner, and will posses the ability to work accurately under pressure with attention to detail.
This position will suit an organised person who thrives in a fast passed environment. As a patient facing member of the team you must be confident, polite and personable at all times whilst meeting with patients.
About us
Fernbank Surgery is a busy practice which is madeup of a team of 4 very versatile partners, who are supported by a host ofsalaried GPs, ANPs, Clinical Pharmacists, practice nurses, health careassistants, phlebotomists, a management team and a pillar of administration andreception staff members. We are a close knit team that is able to work togetherefficiently and effectively to ensure that our patients receive an exemplarylevel of care and service from all that are part of team Fernbank.
If you are interested in the post and want to visit the Practice or findout more, please contact Kim Shaw, Operations Manager by email on .
Job description
Job responsibilities
Tobe responsible for undertaking a wide range of reception duties and theprovision of general support to the multidisciplinary team. Duties can include, but are not limited to,greeting and directing patients, effective use of the appointment system,booking appointments, the processing of information and assisting patients asrequired.
Toact as the central point of contact for patients, the distribution ofinformation, messages and enquiries for the clinical team, liaising with multi-disciplinaryteam members and external agencies such as secondary care and community serviceproviders.
JobResponsibilities:
1. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
2. Deal with all general enquiries, explain procedures and make new and follow-up appointments.
3. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure administrative procedures are completed.
4. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery, including,
5. Arranging ambulance bookings
6. Relay of GP advice and test results to patients
7. Liaison with external organisations as required
8. Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to the on call Doctor.
9. Action prescription requests and pass queries to the pharmacy team, ensuring repeat prescriptions are ready for collection by the patient within 48 hours.
10. Accept test samples from patients and deal with accordingly
11. Enter patient information onto the computer, using the relevant code where necessary.
12. Maintain adequate stationery stocks within the reception, office and consulting rooms.
13. Patient notes and correspondence:
o Retrieveand re-file records as required,
o Ensurecorrespondence, reports, results etc are filed or scanned promptly and in thecorrect file/record, ensuring that all recent correspondence is available whenpatients are seen.
o Usee-mail and internal/external mail for onward correspondence as required
Advisepatients of relevant charges for private (non General Medical Services)services, accept payment and issue receipts for same.
Premises:
o Openup premises at the start of the day when first to arrive, de-activate alarm andmake all necessary preparations to receive patients.
o Whenlast to leave at the end of the day, ensure that the building is totallysecured, internal lights are off and the alarm activated.
14. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
Confidentiality:
15. 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
16. 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
17. 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:
Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice Health & SafetyPolicy, to include:
18. Using personal security systems within the workplace according to practice guidelines
19. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
20. Making effective use of training to update knowledge and skills
21. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
22. Reporting potential risks identified.
Equalityand Diversity:
The post-holderwill support the equality, diversity and rights of patients, carers andcolleagues, to include:
23. Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
24. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
25. Behaving in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment:
The post-holderwill participate in any training programme implemented by the practice as partof this employment, such training to include:
26. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
27. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holderwill strive to maintain quality within the practice, and will:
28. Alert other team members to issues of quality and risk
29. Assess own performance and take accountability for own actions, either directly or under supervision
30. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
31. Work effectively with individuals in other agencies to meet patients needs
32. Effectively manage own time, workload and resources.
Communication:
Thepost-holder should recognise the importance of effective communication withinthe team and will strive to:
33. Communicate effectively with other team members offering assistance where required to junior or inexperienced members of staff
34. Communicate effectively with patients and carers
35. Recognise peoples needs for alternative methods of communication and respond accordingly.
Contributionto the Implementation of Services:
The post-holderwill:
36. Comply with practice policies, standards and guidance
37. Discuss with other members of the team how the policies, standards and guidelines will affect own work
Person Specification
Qualifications
Essential
38. Educated to GCSE level or equivalent
39. GCSE Mathematics & English (C or above)
Desirable
40. AMSPAR Receptionists Qualification
41. NVQ Level 2 in Health and Social Care
Experience
Essential
42. Experience of working with the general public
43. Experience of administrative duties
Desirable
44. Experience of working in a healthcare setting
Skills
Essential
45. Excellent communication skills (written and oral)
46. Strong IT skills
47. Clear, polite telephone manner
48. Competent in the use of Office and Outlook
49. Effective time management (planning and organising)
50. Ability to work as a team member and autonomously
51. Good interpersonal skills
52. Problem solving and analytical skills
53. Ability to follow policy and procedure
Desirable
54. EMIS Web user skills
Personal Qualities
Essential
55. Polite and confident
56. Flexible and cooperative
57. Motivated
58. High levels of integrity and loyalty
59. Sensitive and empathetic in distressing situations
60. Ability to work under pressure
Other Requirements
Essential
61. Flexibility to work outside of core office hours
62. Disclosure Barring Service (DBS) check