RECEPTIONIST

The successful applicant must be able to work various hours on a rota-based system over 5 days.
We are looking for staff to be flexible in working patterns, mainly morning or afternoon sessions but may include late evenings, early mornings & some Saturdays. We also require staff to cover holiday periods and sickness. You will also need to attend a practice training meeting every third Wednesday of each month 1-4pm.

You’ll bring excellent communication skills, a confident and polite telephone manner, and experience working with the public. A Customer Service qualification or relevant experience would be beneficial.

We offer a competitive hourly rate, full reception training, ongoing inhouse development, 5 weeks’ prorata holiday, the option to join the NHS Pension Scheme, and a welcoming, professional team environment.

Application closing dates

Total: 28 hours per week to include;

Monday: 8am- 6pm
Tuesday: 8am – 1pm
Wednesday: 1pm – 6pm

REPORTS TO: Reception Manager / Practice Manager

HOURS: various  hours per week plus holiday & sickness cover

Job Summary:

Provide the patients of Brockworth surgery with excellent customer service

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Be an integrated member of the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Job Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols
• Pulling/filing notes and update as necessary/ updating Tabbed Journal including patient records
• Ensure correct I.D provided when necessary
• Process payments from patients for Hiring of Blood Pressure Monitor / private work
• House keeping of filing cabinets
• Updating team boards with relevant information
• Amend the patients preferred Pharmacy as requested
• Process work to be done in Admin Basket on shelf
• Check G.P’s baskets and bring to the attention of Practice Manager anything that is  urgent to discuss in the G.P’s / Manager Wednesday morning meeting
• Assisting clinical staff to convey/receive messages in writing/verbally in accordance with practice procedures

Reception

• To welcome patients who are consulting with members of Practice team as well as patients collecting prescriptions/ Admin etc
• Handling completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception positions as necessary inc telephones
• Training – help with training as and when requested – this to include training new starters

Appointments

• Process appointment requests for today /future appointments from patients by telephone/ Footfall and in person.
• Ensuring appointments are cancelled upon request through our system / telephone
• Deal with visits requests from submitted Emails
• Arrange with WordSkii, organise a Translator when needed for a patient’s appointment
• Re-arrange appointments/ clinics when requested ( due to sickness etc)

Computer

• Process footfall requests in a timely manner
• Update patients details as and when requested to do so
• Process Emails – Re-directing correctly
• Delete appointments as requested via email / footfall/ telephone/ over the counter 
• Econsults – Process daily econsults – by either putting to Triage or navigating correctly ensuring this is all documented
• Hot tasks to be completed in order of priority
• Urgent messages / messages to be completed in a timely manner
• Waiting list appointments to be booked as soon as appointments become available to book
• Tasks/ messages to be completed in priority order
• Process prescription requests in accordance with Practice guidelines that have come in via our on line system
• Use all tools provided to help with procedures – i.e Midos – note if any amendments needed

Telephone/Internet

• Book appointments for all healthcare team
• Provide excellent customer service with a confident polite telephone manner
• Have working knowledge of telephone system, during and after hours.
• Prescription queries, deal with the requests that are within Reception remit  
• To continue to answer the telephone until the line has cleared, any extra time being claimed back as toil or pay
• Emergency phone line to be answered as a priority – front desk operator to answer primarily  

Other Tasks

• Liaise with all staff –receive and convey messages in writing /verbally in accordance with practice procedures 
• Follow the protocol to open up the surgery in the morning
• Follow the protocol to close the surgery in evening
• Open Surgery and prepare doctors room each morning
• Ensure each morning the scripts are in the doctors’ printers
• Remove scripts from the reception printers and file in correct wallet and store in Reception lockable cupboard
• Maintain all stationary etc – this to include the forms in the cupboard, plus any needed in all consulting rooms
• All admin duties to be completed
• Chaperone when requested and read code
• Clear rooms after surgeries – i.e spare laptops to be put back into reception lockable cupboard
• Ensure building security – have thorough knowledge of doors/windows/alarm.
• Any other tasks allocated by managers
• Mandatory to participate in all Clinical Governance training sessions 3rd Wednesday of every month  (or date it may have needed to of been amended to)

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 authorised 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, to 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
• Reporting potential risks identified

Equality and Diversity:

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

• 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:

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

• 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
• Completing Teamnet Training
• Comment in the Team Meeting note book anything you feel relevant to be discussed

Quality:

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

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

• 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:

The post-holder will:

• 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 successful applicant must be able to work various hours on a rota-based system over 5 days.
We are looking for staff to be flexible in working patterns, mainly morning or afternoon sessions but may include late evenings, early mornings & some Saturdays. We also require staff to cover holiday periods and sickness. You will also need to attend a practice training meeting every third Wednesday of each month 1-4pm.

You’ll bring excellent communication skills, a confident and polite telephone manner, and experience working with the public. A Customer Service qualification or relevant experience would be beneficial.
We offer a competitive hourly rate, full reception training, ongoing inhouse development, 5 weeks’ prorata holiday, the option to join the NHS Pension Scheme, and a welcoming, professional team environment.

Interview dates Week Commencing 24th August

How to Apply

Please submit an application form, a supporting letter, and your CV to Poppy Woods, Reception Manager, by clicking on Apply Now.