MEDICAL RECEPTIONIST

We are looking for a welcoming, organised and enthusiastic Medical Receptionist to join our busy and dedicated team at Severnside Medical Practice.

As the first point of contact for our patients, you will play a vital role in delivering excellent customer service and helping the smooth day-to-day running of the practice.

This is a varied and rewarding role that would suit someone who enjoys working with people, thrives in a busy environment and can remain calm under pressure.

What You'll Be Doing

• Greeting patients and visitors in a professional and friendly manner
• Managing incoming telephone calls and patient enquiries
• Booking appointments and supporting patient access to services
• Processing administrative tasks and maintaining accurate records
• Working closely with clinicians and colleagues to support patient care

About You

We are looking for someone who:

• Has excellent communication and interpersonal skills
• Is organised, reliable and able to multitask effectively
• Enjoys working as part of a team
• Is confident using computer systems
• Can provide a high standard of customer service

Previous experience in a GP practice or healthcare setting would be advantageous but is not essential, as full training will be provided. We also welcome applications from candidates with experience in busy customer service, reception, call centre or other front-facing roles.

Flexibility to provide occasional cover for annual leave and sickness absence is essential.

Hours of Work

31.5 hours per week

Monday: 8:00am – 6:00pm (1-hour lunch break)
Tuesday: 8:00am – 6:00pm (1-hour lunch break)
Thursday: 8:00am – 6:00pm (1-hour lunch break)
Friday: 2:00pm – 6:30pm

Salary & Benefits

• Competitive salary, dependent on experience
• NHS Pension Scheme
• Supportive team environment
• Opportunity to develop skills within primary care
• Training and ongoing development opportunities

Interested?

For an informal discussion about the role, please contact Kirsty Lambert, Reception Supervisor, on the number in the contact details or the email address to the right of this advert.

The full qualifications and experience requirements can be found in the accompanying Job Description and Person Specification.

Please note that applications will be reviewed as they are received, and the vacancy may close early if sufficient suitable applications are received.

JOB DESCRIPTION

JOB TITLE: MEDICAL RECEPTIONIST
REPORTS TO: PRACTICE MANAGER/RECEPTION SUPERVISOR
HOURS: Hours per week (as contract)

Job Summary:

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

Provide 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

Job Responsibilities:

• Ensure an effective and efficient care navigation/reception service is provided to patients over the telephone and any other visitors to the Practice
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Ensure that all new patients are registered onto the computer system promptly and accurately
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
• To action repeat prescription requests and ensure that they are ready for collection by the patient within 72 hours, either on the computer or manually.
• Print lists for all surgeries and clinics held.
• Print off emails prescription requests
• Scan and read code correspondence as required
• Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information on to the computer as required.
• Tidy the waiting room in turn with other staff.
• Log Locum Doctors/midwife on to the computer
• Show people who have booked rooms to their room.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Premises:

o Open up premises at the start of the day when first to arrive, de-activate alarm and make all
necessary preparations to receive patients.
o When last to leave at the end of the day, ensure that the building is totally secured, internal
lights are off and the alarm activated.
o Report premises problems to the management team.

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.

Hours of Working:

The post-holder will work their contracted hours as shown in the staff hand-book.

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

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
• Recognise 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

PERSON SPECIFICATION