Receptionist

Integrated Care System; London; On-site; GBP 20,000 - 28,000; Part time

Job summary

Forty Willows Surgery is seeking a dedicated Medical Receptionist to join our reception team. This part-time role (25 hours/week) is essential in managing patient interactions and supporting clinical staff. Candidates should possess strong IT skills, experience in customer care, and a compassionate approach to patient service. Join us in ensuring our patients receive outstanding care in a supportive environment.

Qualifications

• Strong computer literacy and keyboard skills required.
• Customer care experience and previous NHS role preferable.
• Ability to work under pressure in a changing environment.

Responsibilities

• Assist patients courteously and professionally as the first point of contact.
• Manage appointments and incoming queries efficiently.
• Support the clinical team in providing excellent patient care.

Skills

Communication

IT Skills

Problem Solving

Education

5 GCSEs or equivalent at grades A-C including English

AMSPAR receptionist qualification

NVQ in health & social care

Tools

EMIS Web

Docman

Microsoft Office

Job description

Forty Willows Surgery is recruiting!We are looking for someone to join our friendly reception team on a part time basis for 25 hours a week, 13:00- 18:30 Monday-Friday.

We have close ties to our otherPrimary Care Network (PCN) member practices, and to our sister practice inWillesden. Excellent teamwork and communication is a must - you'll be liaisingwith patients, colleagues and external agencies on a daily basis.

As the first point of contact for thepractice you'll be able to use a compassionate approach and problem solvingskills to manage a wide range of queries and ensure patients are able to accessthe help and care they need, and see the right person at the right time.

Solid IT and organisational skillswill allow you to support both the clinical and administrative teams, and yourpositive and hardworking nature will mean you are ready to take on theresponsibility and fulfilling challenge of working in General Practice!

As a training practice looking afterGP registrars, medical students and hosting a range of PCN staff we lovemeeting new people. If you think you'd be a good fit - get in touch!

Main duties of the job

Reception staff are the first pointof contact for patients and visitors to the practice, whether face to face orover the telephone. The impressions that you make and the work you do areessential to the smooth running of the practice as a whole.

We expect that as part of ourreception team you will assist patients with their queries promptly,courteously and professionally and do so with a caring and compassionateapproach, respecting the sensitive and confidential nature of the informationyou work with.

Your role is to work closely withyour team members to provide an efficient, effective reception andadministration service to the practice, supporting the clinical team inproviding excellent patient care, and the management team in the smooth runningof the practice.

About us

Forty Willows Surgery is a teachingGP Practice that looks after just over 7000 patients. We have grownsignificantly over the last few years and work hard to provide a great serviceto our patients - something we understand comes from having a supportive,friendly atmosphere across our team.

We work with staff across our PrimaryCare Network, including clinical pharmacists and social prescribers to ensurewe have the right skill mix to be able to look after our patientseffectively.

As well as being invested in providinggreat patient care, we are also invested in the clinicians of the future andare a teaching practice with links to Imperial College London through which weteach medical students. We also train the next generation of GP's through theCentral Middlesex Hospital VTS Scheme, and usually have several GP registrars workingwith us in the practice.

We have a sister GP practice inWillesden looked after by the same Partners and Management team.

Job responsibilities

Medical Receptionist Job Description

Summary:

Reception staff are the first pointof contact for patients and visitors to the practice, whether face to face orover the telephone. The impressions that you make and the work you do areessential to the smooth running of the practice as a whole.

We expect that as part of our receptionteam you will assist patients with their queries promptly, courteously andprofessionally and do so with a caring and compassionate approach, respectingthe sensitive and confidential nature of the information you work with.

Your role is to work closely withyour team members to provide an efficient, effective reception andadministration service to the practice, supporting the clinical team inproviding excellent patient care.

Key working relationships:

• Practice manager
• Reception manager
• Reception team
• Administration team
• Medical students
• Open and close practice whenrequired, maintaining security
• Receive and welcome patients andvisitors promptly and courteously
• Handle general enquiries,escalating to appropriate person if needed
• Deal with telephone enquiries,taking messages if required
• Register new patients followingpractice registration procedure
• Receive and deal with letters anddeliveries. Distribute as appropriate and follow protocols.
• Receive and action prescription requests
• Deal with outgoing letters andhospital courier collections
• Record all sums of money taken inusing petty cash system
• Use of the EMIS Web clinicalinformation system:
• Book and manage patientappointments
• Manage incoming onlineconsultations
• Create and action tasks
• Manage prescription requestsaccording to protocol
• Complete patient registrationonline and face to face & update patient details
• Action patient referrals throughthe E-referrals system and manage inter-practice referrals
• Use software associated with EMISWEB e.g. GP2GP, EPS, patient access when needed
• Action requests for transport/translators/ambulances etc

Email:

• Monitor personal NHS mail and practiceNHS mailboxes
• Action and direct incoming emails

Use of the Docman document managementsystem:

• Action the Docman workflow tasksthat have been sent to the reception team and ensure that these remain up to date on a daily basis

Use of the Abtrace patient recall system

• Monitor patient tasks on Abtrace to proactively invite patients for monitoring and screening appointments

Medical Record Management:

• Maintain paper medical records heldby surgery including filing records.
• Prepare copy records as requestedincluding electronic format and photocopying of paper records

Other rotational duties can include:

• Monitor fridge temperature inclinical rooms (rotational duty)
• Check stock held in reception andclinical rooms (rotational duty)

The post holder is expected to:

• Be flexible to cover colleagues intheir absence including short notice cover for sickness. This may result inlonger working hours or different days to normal working days (reimbursementfor agreed additional hours worked will be made)
• Attend staff meetings
• Communicate information regardingunsolved or urgent problems to colleagues
• Liaise with external bodies e.g.local hospital departments or district nurses to obtain patients results andfollow up appointments
• Contact patients - recalling -for tests or appointments due
• Participate in Care QualityCommission (CQC) preparation work and Quality Outcomes Framework (QOF) workwhen required

Confidentiality

• In the course of seeking treatment, patients entrust us with, orallow us to gather sensitive information in relation to their health and othermatters. They do so in confidence andhave the right to expect that staff will respect their privacy and actappropriately.
• In the performance of the duties outlined in this job description,the post holder may have access to confidential information relating topatients and their carers, practice staff and other healthcare workers. They may also have access to informationrelating to the practice as a business.All such information, from any source, is to be regarded as strictlyconfidential.
• Information relating to patients, carers, colleagues and otherhealthcare workers or the business of the practice may only be divulged toauthorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data.

Health &Safety:

• The post holderwill assist in promoting and maintaining their own and others health and safetyand security as laid out in the staff handbook and health and safetymanual. This will include:
• Using personal security systems within the workplace according topractice guidelines.
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way free fromhazards.

Equality andDiversity:

• The post holderwill support the equality, diversity and rights of patients, carers andcolleagues to include acting in a way that recognises peoples rights,interpreting them in a way that is consistent with practice procedures andpolicies, and current legislation.Respecting the privacy, dignity, needs and beliefs of patients, carersand colleagues, behaving in a manner which is welcoming to the individual, isnon-judgemental and respects their circumstances, feeling, priorities andrights.

Personal andprofessional development:

• The post holderwill participate in any training programme implemented by the practice as partof this employment, such training to include:
• Participation in an annual individual performance review(appraisal), including taking responsibility for maintaining a record of theirown personal and or professional development

Quality:

• The post holder will strive to maintain quality within the practiceand will:
• 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 ownand team activities and making suggestions on ways to improve and enhance theteams performance.
• Work effectively with individuals in other agencies to meetpatients needs.
• Effectively manage own time, workload and resources.

Communication:

• The post holdershould recognise the importance of effective communication within the team andwill strive to:
• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communicationand respond accordingly.

Contribute to implementation of services:

The post holderwill:

• Apply practice policies, standards and guidance
• Discuss with other team members how the policies, standards andguidelines will affect own work
• Participate in audit as required.

Note: The above is not intended to bean exhaustive list of duties and as there may be alterations or additionscommensurate with the range of activities describe above.

Person Specification

Knowledge/Skills

• Strong computer literacy and keyboard skills
• Competent in the use of Microsoft office and outlook
• Excellent interpersonal and communication skills written and verbal Effective time management
• Experience of using EMIS Web
• Experience of using Docman

Experience

• Experience of dealing with members of the public in a customer care role
• Previous experience working in a GP practice or similar NHS role Experience working in an administrative role
• Experience working in a reception role

Qualifications

• 5 GCSEs or equivalent at grades A-C, including English.
• AMSPAR receptionist or other recognised qualification
• NVQ in health & social care

Personal Qualities

• Polite and professional
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of a team
• Motivated, enthusiastic and positive
• Resilient and able to work well under pressure
• Able to work in a changing environment
• Problem solving and analytical skills
• For patient facing roles, applicants must have completed a course of covid-19 vaccination

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.