Medical Receptionist

Cardiff and Vale University Health Board; Gateshead; On-site; GBP 9,000 - 11,000; Part time

Benefits offered by this job

Training and mentorship

Job summary

Oxford Terrace and Rawling Road Medical Group is seeking a part-time Receptionist to greet and assist patients at the front desk, directing them to the appropriate service or clinician. You will support the practice team, act as a care navigator, and maintain a positive, professional image both in person and over the phone.

The role includes performing reception duties, managing appointments and repeat prescriptions, and covering various office tasks while ensuring confidentiality and high

Qualifications

• Experience delivering high-quality customer care at a front desk.
• Ability to manage calls and transfer as needed.
• Familiarity with EMIS Web and practice software.
• Knowledge of NHS data handling and patient confidentiality.

Responsibilities

• Deliver a high-quality standard customer care service at our front desk.
• Receive patients consulting with Practice team members.
• Process appointment/ repeat prescription requests and verify details.
• Cover all reception tasks and duties as required.
• Develop care navigation for urgent appointments, triage, and signposting.
• Handle telephone and in-person appointment requests and queries.

Skills

Customer service

Reception duties

Communication skills

Time management

Teamwork

Computer literacy

Tools

EMIS Web

Telephone system

Job description

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. Develop the receptionist role as care navigator for the practice., Reception

• Delivery of a high-quality standard customer care service at our front desk
• Receiving patients consulting with members of Practice team
• Taking requests/handing repeat prescriptions to patient and checking correct details
• Be able to cover all manner of reception tasks and duties
• Development of the care navigation role including appropriate use of urgent appointments, total triage services and active signposting
• Process appointment requests from patients by telephone and in person
• Dealing with queries from patients and other health care professionals internally and externally
• Ability to manage telephones including a polite professional manner, the ability to transfer calls as necessary and have working knowledge of telephone system operations e.g. out of hours actions.

Administration

• To have a thorough knowledge of all Practice procedures
• To work in accordance of written protocols
• Pulling/filing medical records for update
• Photocopy as requested
• Document scanning, accurate and timely
• Provide administrative support as and when required
• Follow rota and apply initiative

Computer

• Competent use of EMIS Web and other practice software
• Registrations of new patients - computer data entry and medical records
• Process patients change of address - computer data and medical records in accordance with practice boundary
• Process repeat prescription requests using EMIS web
• Share knowledge and promote new concepts to patients (On line registrations,EPS)

Other Tasks

• Ensure building security by having thorough knowledge of open and lock up procedures (doors/windows/alarm)
• Familiarise yourself with Business Continuity Plans
• Any other tasks allocated by managers

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

Health & Safety

Health & Safety: The post-holder will assist in promoting and maintaining their own and others' 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. This will include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
• Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures

Equality and Diversity

• Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
• Actively participating in Time in Time Out events
• Completion of E-Learning during allocated study time

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

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize 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

The ideal candidate will be able to work effectively both as part of a team and independently. They will understand the importance of delivering high quality administrative support within a fast paced and evolving primary care environment, and will demonstrate a willingness to learn and develop within the role.

This position comes with full training and mentorship support, as well as chances to develop new skills as the General Practice working environment changes and new opportunities arise. Experience of General Practice or an NHS environment is desirable, alongside knowledge and experience of the EMIS Web System. Previous applicants need not apply. This role is not eligible for Skilled Worker visa sponsorship and applicants must have the right to work in the UK.

• Medical Terminology
• Computerised Medical Records
• Good knowledge of NHS legislation including Information Governance and Data Protection, A detailed understanding of General Practice
• Data Quality
• Clinical Read Coding
• Summarising

Behaviours

• Conscientious
• Performing under pressure
• Adaptability
• Taking the initiative
• Team working
• Self motivated

• Confidentiality, NVQ in Business Administration
• IT qualification
• RSA Typing
• Personalised Care and Support Planning (PCSP) certificate
• Excellent communication skills (Written and Oral)
• IT and telephony skills
• Time Management and the ability to work to deadlines
• Ability to prioritise workload
• Ability to work unsupervised
• Problem solving skills
• Interpersonal skills, Secretarial or administrative role
• Experience of using own initiative
• Practical experience of working within a team, Practical experience of computerised recording system (EMIS)
• Experience of working within a General Practice environment

Experience of working within a General Practice environment

Oxford Terrace and Rawling Road Medical Group is a busy General Practice based in Bensham, Gateshead. We operate across two sites and offer primary care services to over 17,500 patients. Accountability & Quality We behave with candour in our dealings with staff, patients and partner organisations building trustworthy, open, transparent relationships that further our aim to provide excellent patient-centered, accessible services. We have a highly effective, safe and innovative organisation with a culture of continuous quality improvement, enabling learning and evidence based care to improve both the quality and range of services we offer.

Staff & Patient Involvement We are a committed and inspired team striving to be the best at what we do. Working with patients we shape and continuously improve our services within the health and wellbeing system. Leading the WayOur involvement in teaching, research and integration with health and social care ensure that we are proactive and productive in planning and delivery. We show vision, ambition and courage to maximise our financial potential to commission and provide the best possible care for those we serve.

We are recruiting for a part time position, working Thursday 12:00-18:30 and Friday 08:00-18:30 The successful candidate will also cover Saturday mornings on a rotational basis.