Job Summary
This is an excellent opportunity for the right candidate to be involved in the smooth running of a large, busy GP Practice. We are looking for a hardworking, motivated, flexible and enthusiastic individual to join our reception/administration team who provide a very friendly and efficient service for our patients.
This is a busy and varied role which requires a flexible approach both with duties and working hours; which will be discussed at interview; as overtime may be offered at short notice to cover unexpected sick leave or absences of colleagues.
You will be working within a well-established team to effectively support the clinical staff on a daily basis.
A fundamental part of the role is to provide excellent patient care and communication and it is essential to remain calm and empathetic with a professional manner.
The successful candidate will:-
· Preferably have admin experience in a medical setting
· Be capable of working under their own initiative and as part of a team
· Be computer literate
· Help to maintain the patient appointment system
· Answer patient queries
· Assist with signposting patients to the relevant service
· Maintain accurate patient records
· Answer the telephone and deal with face to face enquiries
· Process prescriptions
· Deal with general patient administration
· Take messages
Full training for the position will be provided.
Mission Statement
To improve the health and well-being of those we care for and to work in partnership with our patients, staff and colleagues across a variety of services to provide the highest quality primary care possible; continuing to work within local and national guidelines, regulations and governance.
Generic Responsibilities
All staff at Westbrook Medical Centre have a duty to conform to the following.
Equality, Diversity and Inclusion
A good attitude and positive action towards Equality Diversity & Inclusion(ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons – it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.
All personnel are to comply with the:
· Health and Safety at Work Act 1974
· Environmental Protection Act 1990
· Environment Act 1995
· Fire Precautions (workplace) Regulations 1999
· Coronavirus Act 2020
· Other statutory legislation which may be brought to the post holder’s attention
Confidentiality
The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Quality and Continuous Improvement (CI)
To preserve and improve the quality of this organisation’s outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.
Westbrook Medical Centre continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction
At Westbrook Medical Centre, you will be required to complete the induction programme and the practice management team will support you throughout the process.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed by their line manager. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate.
Collaborative Working
All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Managing Information
All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.
Service Delivery
Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisation’s policies and regional directives, ensuring protocols are always adhered to.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.
Professional Conduct
All staff are required to act & dress appropriately for their role.
Leave
All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to take their allocated leave each year and should be encouraged to take all their leave entitlement.
Public holidays will be calculated on a pro-rated basis dependent on the number of hours worked.
Primary Key Responsibilities
The following are the core responsibilities of the Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
a. Maintain and monitor the practice appointment system
b. Process personal, telephone and e-requests for appointments
c. Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately
d. Signpost patients to the correct service
e. Initiating contact with and responding to, requests from patients, team members and external agencies
f. Photocopy documentation as required
g. Data entry of new and temporary registrations and relevant patient information as required
h. Input data into patients’ healthcare records as necessary
i. Direct requests for information, i.e., SAR, insurance/solicitors’ letters and DVLA forms to the administrative team
j. Manage all queries as necessary in an efficient manner
k. Carry out system searches as requested
l. Maintain a clean, tidy, effective working area at all times
m. Monitor and maintain the reception area and notice boards
n. Support all clinical staff with general tasks as requested
Secondary Responsibilities
In addition to the primary responsibilities, the Receptionist may be requested to:
a. Support administrative staff, providing cover during staff absences.
b. Action incoming emails and correspondence as necessary.
c. Scan patient related documentation and attach scanned documents to patients’ healthcare records.
d. Complete building opening and closing procedures in accordance with the duty rota.
e. As required support colleagues and management in the production of repeat prescriptions, ensuring they are processed accurately and efficiently.
f. Produce, maintain and participate in the receptionist rota for lunch and out of hours cover.
g. Support the health promotion lead and display promotional material on the allocated noticed boards and in the waiting room
Person Specification
Qualifications
Essential
Educated to GCSE level or equivalent
GCSE Mathematics and English (C or above)
Desirable Experience
AMSPAR
NVQ Level 2 in Health and Social Care
Work experience in a health care setting
Essential Experience
Experience of working with the general public
Experience of administrative duties
Skills
Excellent communication skills (written and oral)
Strong IT skills
Clear, polite telephone manner
Competent in the use of Office and Outlook
Systm One user skills
Effective time management (planning and organising)
Ability to work as a team member and autonomously
Good interpersonal skills
Problem solving and analytical skills
Ability to follow policy and procedure
Personal Qualities
Polite
Confident
Flexible and cooperative
Motivated
Forward thinker
High levels of integrity and loyalty
Sensitive and empathetic in distressing situations
Ability to work calmly under pressure
Other requirements
Flexibility to work outside of core / agreed hours of work and to cover staff absences, sometimes at short notice
Disclosure Barring Service (DBS) check
Notes:
The job description and person specification may be amended following consultation with the post holder to facilitate the development of the role, the organisation and the individual.
All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.
Job Types: Part-time, Permanent, Fixed term contract
Contract length: 6 months
Pay: From £11.75 per hour
Expected hours: No less than 30 per week
Benefits:

• Company pension
• Employee discount

Schedule:

• Day shift
• Monday to Friday
• Overtime

Education:

• GCSE or equivalent (required)

Experience:

• Medical Receptionist: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person
Application deadline: 29/11/2024
Expected start date: 06/01/2025