Receptionist

Aelfgar Surgery; Rugeley; On-site; GBP 18,000 - 22,000; Part time

Job summary

A medical practice in Rugeley is seeking a part-time Receptionist to join their team. The role involves signposting patients, managing appointments, and processing clinical post. Applicants should have experience in a reception environment and excellent communication skills. This position offers a flexible work schedule and opportunities for training in medical software.

Benefits

Annual leave entitlement based on service

Training provided for EMIS Web medical software

Qualifications

• At least 12 months experience in a reception environment.
• Experience dealing with the general public on the telephone.
• Flexibility and dependability are essential.

Responsibilities

• Signpost patients to the correct services.
• Process clinical post and repeat prescription requests.
• Manage the day-to-day running of the reception area.

Skills

Excellent communication skills

Basic computer skills

Customer service experience

Ability to work under pressure

Education

Completion of Care Navigation Training

Tools

Microsoft Word

Excel

Job description

Aelfgar Surgery serves apopulation of around 7000 patients and we are looking for apart-time flexible and enthusiastic Receptionist to join our friendlyPractice Team. Acting as the practices first point of contact and theability to sign post patients to the correct service/healthcare professional isimperative. The successful candidate will provide a high quality receptionservice to patients, doctors and colleagues. Previous experience in this typeof role and knowledge of EMIS Web medical software would be an advantage,although training will be provided.

The postavailable is for 30 hours per week, working a combination of all of the following shifts on a rota basis,

07.45-12.45, 08.30-13.30, 13.30-18.30, 18.30-20.00.

Thereis an essential requirement for the successful candidates to provide cover forholidays and sickness.

Annual leave entitlement is,

On appointment-24 days, 1 years service-25 days, 3 years service-26 days, 5 years service-27 days (all pro-rata for part time staff)

Main duties of the job

Sign posting patients and booking of appointmentsto see the right person at the right time, processing and scanning of clinicalpost. Completion of repeat prescriptionrequests in a timely manner; ensuring our patients are dealt with in a timelymanner.

About us

We are a dedicated friendly innovative trainingpractice with a compliment of healthcare professionals : 1 Clinical Partner, 5 Salaried GPs, 2 Nurse Practitioners, 1 PracticePharmacist, 2 Practice Nurses and 3 HCAs, working with our Data ManagementCo-ordinators and Reception team.

We stride to provide an efficient, effective team who projecta positive and friendly image to assist to our patients in ensuring theyreceive the best possible care.

Job responsibilities

Post :

Accountable To:

Role Definition

To ensure the smooth day to day running of theReception area, ensuring Reception duties are completed efficiently andadhere to the guidelines that are laid down by doctors and management.

To ensure that patients are received assisted anddirected appropriately in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.

Provide general assistance to the practice teamand project a positive and friendly image to patients and other visitors,either in person or via the telephone.

The work is of a highly confidential nature andno information, either medical or personal, should be disclosed outside ofpractice personnel.

To work withoutsupervision and use initiative in execution of duties.

Key Result Areas

1. Reception Duties

• Undertake the rota of reception duties as attached :
• Greeting and directing patients and visitors to the surgery in apleasant and helpful manner
• Assessingand providing the patient with a clear and concise care navigationpathway to ensure they are seen by the correct healthcare professionalwhilst working with the tools available to the practice
• Registernew patients and process paperwork accordingly
• Dealingwith requests for appointments
• Acceptingand handing out prescriptions, letters, forms and specimen bottles, etc.
• Receivingand processing visit requests
• Explainpractice procedures and arrangements to new patients and those seekingtemporary cover, ensuring any procedures are completed
• Advisepatients of relevant charges for non-NHS services, accept payment andissue receipts
• Respondappropriately to queries and requests from patients and visitors
• Ensureactions requested by doctors are undertake in a timely and accuratemanner
• Actionrepeat prescription requests and ensure that they are ready forcollection by the patient within 48 hours, either on the computer ormanually
• Ensurethe kitchen is kept clean and tidy and tidy the waiting room in turnwith other staff
• Ensuremail is posted daily
• Ensurethat the post and specimens are ready for collection for the courier ona daily basis
• Informingthe relevant personnel when stock is running low
• Wherenecessary, clear information should be left for incoming colleaguesregarding unresolved or urgent problems

2.Telephone Duties

• Makeappointments at patients requests
• Receivingcalls, taking messages and dealing with them in an appropriate andaccurate manner, ensuring as much detail has been taken; who is calling,what they are calling about, a contact number to ring them back on
• Makingtelephone calls as requested, including ordering ambulances, whilstnoting any necessary information/readcode within the patient record
• Followthe procedure to divert the telephone system as and when necessary
• Divertcalls and take messages, ensuring accuracy of detail and promptappropriate delivery
• Enterrequests for home visits onto the computer system
• Usingyour own judgment and communication skills ensure that patients with noprior appointment but who need urgent consultation are seen in a logicaland non-disruptive manner

3.Patient notes and correspondence

Retrieveand re-file records as required, ensuring strict alphabetical order isadhered to

Ensurecorrespondence, reports, results etc are filed electronically and promptlyand in the correct records, ensuring that all recent correspondence isavailable when patients are seen

Ensurerecords are kept in good repair with all necessary information on the outsidecover clearly visible

Photocopyingof patients medical records upon request

Openup premises at the start of the day when first to arrive, de-activate alarmand make all necessary preparations to receive patients

Whenlast to leave at the end of the day, ensure that the building is totallysecured, internal lights are off and the alarm activated.

• Extractmedical records for appointments, visits, clinics or as requested
• To beavailable to the clinical staff during surgery hours to ensure thesmooth running of surgery
• Filingof medical records, letters, reports
• Operationof computer for appointments system, etc.
• Maintainingtidiness and general maintenance of reception, consulting and waitingareas

5. Computer Duties

• Ensureall prescriptions are processed accurately and available to doctors tocheck and sign prior to and on completion of surgery
• Ensureall tasks identified by Clinical staff and Practice Managers areprocessed accurately
• Ensureall referrals are entered onto the system in an accurate mannerincluding the scanning of mail and other related paperwork
• Forwardany referrals/correspondence via electronic means in the first instance,or post as appropriate
• Toreport IT and telephone faults and rectify as appropriate

6. Confidentiality

• In thecourse of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so inconfidence and have the right to expect that staff will respect theirprivacy and act appropriately
• In theperformance of the duties outlined in this job description, thepost-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcareworkers. They may also haveaccess to information relating to the practice as a businessorganisation. All such information from any source is to beregarded as strictly confidential
• Informationrelating to patients, carers, colleagues, other healthcare workers orthe business of the practice may only be divulged to authorised personsin accordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data

7. Health & Safety

The post-holderwill assist in promoting and maintaining their own and others health, safetyand security as defined in the practice Health & Safety Policy, thepractice Health & Safety manual, and the practice Infection Controlpolicy and published procedures. This will include:

• Usingpersonal security systems within the workplace according to practiceguidelines
• Identifyingthe risks involved in work activities and undertaking such activities ina way that manages those risks
• Makingeffective use of training to update knowledge and skills
• Usingappropriate infection control procedures, maintaining work areas in atidy and safe way and free from hazards
• Activelyreporting of health and safety hazards and infection hazards immediatelywhen recognised
• Keepingown work areas and general / patient areas generally clean, assisting inthe maintenance of general standards of cleanliness consistent with thescope of the job holders role
• Undertakingperiodic infection control training (minimum annually)

8. Equality &Diversity

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

• Actingin a way that recognises the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation
• Respectingthe privacy, dignity, needs and beliefs of patients, carers andcolleagues
• Behavingin a manner which is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights

The post-holder will participate in any trainingprogramme implemented by the practice as part of this employment, suchtraining to include:

• Participationin an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development
• Takingresponsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertakingsimilar work

10. Quality

The post-holder will strive to maintain qualitywithin the practice, and will:

• Alertother team members to issues of quality and risk
• Assessown performance and take accountability for own actions, either directlyor under supervision
• Contributeto the effectiveness of the team by reflecting on own and teamactivities and making suggestions on ways to improve and enhance theteams performance
• Workeffectively with individuals in other agencies to meet patients needs
• Effectivelymanage own time, workload and resources

11.Communication

The post-holder should recognise the importance of effectivecommunication within the team and will strive to:

• Communicateeffectively with other team members
• Communicateeffectively with patients and carers
• Recognisepeoples needs for alternative methods of communication and respondaccordingly

12.Contributionto the implementation of services:

The post-holder will:

• Participatein meetings as necessary
• Applypractice policies, standards and guidance
• Discusswith other members of the team how the policies, standards and guidelineswill affect own work
• Participatein audit where appropriate

ManagersName:

Signature:

Date:

Postholders Name:

Signature:

Date:

Note:This job description is subject to reinterpretation/adjustment afterconsultation with the job holder in the light of changing circumstances andrequirements.

This job description is based onan evaluation of the position at the time this description was written. Thisjob description will change from time to time as tasks, organisation andtechnology change. Accordingly, theemployer reserves the unlimited right to revise all or any part of this jobdescription and the essential functions of the job and to add or eliminateessential functions of any position.Designation of any job duty as an "essential function" is notintended as an assurance or guarantee that an employee has any right to performthe particular job duty, except as required by the employer.

Person Specification

Qualifications

• At least 12 months experience of working in a reception environment or with the general public and at least 12 months experience of dealing with the general public on the telephone. We would like you to be open and approachable, calm and courteaous when under pressure and have excellent communication skills. Basic computer skills and knowledge are essential; along with the ability to be flexible and dependable.
• Experience of working in GP practice or NHS environment.
• Completion of Care Navigation Training.

Experience

• Basic computer skills and knowledge
• Reliable and flexible, willing to undertake a variety of duties.
• Able to follow instructions.
• Calm and courteous when under pressure.
• Good health and attendance.
• Microsoft Word, Excel, Windows
• Within commuting distance.
• Current driving licence.

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.