Receptionist

Ellis Practice HA9 9FX (closest train station Wembley Park Station)

Potentially 2 vacancies

Receptionist at GP Surgery (7.30 start 12.30 finish)

Receptionist at GP Surgery (12.30 start to 18.30 finish)

If you are unable to start work at 7.30 or finish at 18.30 please do not apply.

We are seeking a Receptionist to join our reception team of 9.

We are looking for an enthusiastic, versatile and dynamic person who is skilled in all aspects of customer services.

We are happy to train people with no general practice experience but someone with experience in customer services might suit this job.

We are a medium size practice situated very close to Wembley Stadium.

Main duties of the job

The purpose of the role is to:

1. Offer 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.
2. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
3. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

About us

We are a friendly, supportive and progressive training practice.

Mentoring support when required.

Full complement of services including: phlebotomy, ECGs, 24 hr BPs.

Job responsibilities

Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels:

1. Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols.
2. Maintaining and monitoring the Practice appointments system.
3. Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
4. Processing and distributing incoming (and outgoing) mail.
5. Taking messages and passing on information.
6. Filing and retrieving paperwork.
7. Processing repeat prescriptions in accordance with Practice guidelines.
8. Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
9. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
10. Clearing and re-stocking consulting rooms as required.
11. Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning.
12. Ordering, re-ordering and monitoring of stationery and other supplies.
13. Dealing with clinical waste.
14. Provision of refreshments for staff and visitors as required and keeping the kitchen area clean and tidy.
15. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

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 authorized persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

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:

1. Using personal security systems within the workplace according to Practice guidelines.
2. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
3. Making effective use of training to update knowledge and skills.
4. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
5. Actively reporting of health and safety hazards and infection hazards immediately when recognized.
6. 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.
7. Undertaking periodic infection control training (minimum annually).

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

1. 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.
2. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
3. 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:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

1. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
2. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

1. Alert other team members to issues of quality and risk.
2. Assess own performance and take accountability for own actions, either directly or under supervision.
3. 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.
4. Work effectively with individuals in other agencies to meet patients' needs.
5. Effectively manage own time, workload and resources.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

1. Communicate effectively with other team members.
2. Communicate effectively with patients and carers.
3. Recognize people's needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

1. Apply Practice policies, standards and guidance.
2. Discuss with other members of the team how the policies, standards and guidelines will affect own work.
3. Participate in audit where appropriate.

Person Specification

Qualifications

• Essential: Good standard of education up to GCSE level.
• Essential: A demonstrable commitment to professional development.
• Essential: Working knowledge of Microsoft Office (Excel, Word, etc).
• Essential: An understanding, acceptance and adherence to the need for strict confidentiality.
• Essential: Ability to use own judgement and common sense.
• Essential: Ability to work under direct supervision.
• Essential: Ability to work as part of an integrated multi-skilled team.
• Essential: Pleasant and articulate.
• Essential: Able to work under pressure.
• Essential: Able to work in a changing environment.
• Essential: Able to use own initiative.
• Desirable: Administrative skills in an office setting.
• Desirable: Experience of EMIS computer system.
• Desirable: Experience of dealing with patients in a primary care setting.