Receptionist

Barnfield Hill Surgery

The closing date is 16 March 2021

Job overview

You will be the first person to greet the patient / visitor, either in person or on the telephone and you will focus on ensuring you provide the highest professional service in an efficient and friendly manner.

As a member of the reception team, you will enjoy making a difference to every person who walks through our doors.

This is a varied role and you will be expected to support patients and visitors who attend at the practice for medical advice, treatment and support. You will be pivotal in directing and assisting patients in accessing services.

You will be a positive team player who will support the full practice team assisting where you can to ensure the overall safe and effective running of the surgery.

Main duties of the job

The main focus of the role will be telephoned based working on a fixed rota between 7.30am and 6.30pm in an agreed shift pattern.

Main Responsibilities include:

• To meet and greet patients, and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.

Take telephone requests for appointments, visits and telephone consultations

• Assist and direct patients in accessing a healthcare professional using sign posting to the most appropriate appointments using in-house triage guidance.

• Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request

• Pathology; Follow up patients with abnormal test results, as instructed by the GP.

About us

Barnfield Hill Surgery is a thriving practice in the middle of Exeter with an excellent reputation for patient care and a compassionate service. Our ethos is to provide person centred care for each of our 8000 patients, ensuring that they can access the care and support they need froma range of professionals including GP's, specialist nurses, physio's, midwives, social prescribers and our clinical pharmacist. Some of these services are delivered via our PCN network, where we work in partnership witha network of local practices.

We are a very friendly practice with a close knit team, we pride ourselves on being transparent and open, we work hard to involve every member of the team in how the practice is run with regular 'hudl' meetings and larger team meetings when we can. It is important that you feel heard as a member of our team and feel valued for the contribution you make to support our patients.

Job description

Job responsibilities

JOB TITLE:

Receptionist

SUMMARY OF ROLE:

You will be the first person to greet the patient / visitor, either in person or on the telephone and you will focus on ensuring you provide the highest professional service in an efficient and friendly manner.

As a member of the reception team, you will enjoy making a difference to every person who walks through our doors.

This is a varied role and you will be expected to support patients and visitors who attend at the practice for medical advice, treatment and support. You will be pivotal in directing and assisting patients in accessing services.

You will be a positive team player who will support the full practice team assisting where you can to ensure the overall safe and effective running of the surgery.

SALARY:

TBC

HOURS OF EMPLOYMENT:

TBC

PLACE OF WORK:

Barnfield Hill Surgery

APPOINTMENT:

Permanent contract

ACCOUNTABLE TO:

Practice Business Support Manager

The post holder will be part of the Barnfield Hill Surgery team and will:

• Work effectively alongside other teams and clinicians within the practice in a professional manner and nurture a spirit of collaborative team working.

• Develop positive working relationships with colleagues and external stakeholders

• Be encouraging and supportive to colleagues.

• Promote a positive working environment

KEY RESPONSIBILITIES:

Duties may be varied from time to time under the direction of the Practice Support Manager, dependant on the current and evolving workload and staffing levels. These duties will include:

Patient/ Customer Care

• To meet and greet patients, and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.

• Be an effective communicator with patients, members of the community primary care team, secondary care and other associated healthcare agencies.

• Liaise with district nurses, midwives and other professionals within the community teams, on behalf of patients

• Maximise and support the efficiency of the reception service provided to patients and any other visitors to the Practice

• Play an active role in the co-ordination, and supporting patient surveys

• Offer solutions and actively listen to patients to resolve issues.

• Deal with complex and sensitive issues with compassion and care, adhering to any applicable Data Protection legislation.

• Receive specimens for laboratory analysis from patients and advise patients of their test results on request

• Arrange patient transport as directed

• Be a customer service champion, supporting patients

Operations

• Take telephone requests for appointments, visits and telephone consultations

• Assist and direct patients in accessing a healthcare professional using sign posting to the most appropriate appointments using in-house triage guidance.

• Deal with all general enquiries, explain procedures and make new and follow-up appointments.

• Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

• Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.

• Monitor flow of patients into consulting and treatment rooms

• Maintain and monitor the practice appointments system, adding clinics and amending slots as directed

• Collate patient data as directed

• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

Prescriptions

• Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request

• Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists

• Identifying and suggesting ways of how to improve the repeat prescription

  process.

• Pathology; Follow up patients with abnormal test results, as instructed by the GP.

Patient Registrations

• Adhere to Practice arrangements and formal requirements to register new patients and those seeking temporary cover and ensure procedures are completed.

• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

• Support with deductions and ensure that patient records are collected in a timely manner

Online Services

• Support patients in accessing online services for prescription requests and accessing medical records

Facilities

• Keeping the reception area, notice-boards and leaflet dispensers tidy and free

  from obstructions and clutter.

• Keep the reception well-stocked with stationery and other supplies

• Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff

• Transfer telephones to and from the out of hours service as necessary

• Maintain a thorough knowledge of all Practice procedures and work in

  accordance of written protocols

• Open and Close down procedures - ensure building security- have a thorough knowledge of doors/ windows/ alarm.

Other Tasks

• Undertake a variety of tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required. Responding to alerts.

• To maintain a thorough knowledge of all Practice procedures and work in

  accordance of written protocols

• Contribute to the development and improvement of services to patients

• To assist your colleagues in learning new procedures and offering support across the team when required.

• To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Practice Support Manager with induction and training.

• Open, distribute and dispatch incoming mail to the relevant recipient

• Accept and action messages for Clinicians using EMIS web task system as appropriate.

• Advise patients of appropriate charges for private services, accept payment and issue receipts.

Person Specification

Skills

Essential

• Effective communication and interpersonal skills (Tasks and Oral)
• Good level of computer literacy
• Clear, polite telephone manner
• Strong Customer service skills
• Ability to deal with sensitive issues often within hostile or emotional situations
• Time Management and the ability to work to deadlines
• Ability to use own initiative and work under minimum supervision
• Confidence and ability to follow practice protocol in an emergency situation
• Able to work well as part of a team
• Flexible approach to work
• Evidence of problem solving and improving processes
• Sensitive to the needs of service users, their families and carers
• Recognise own development needs and identify how these may be met
• Confidence in ability to understand practice policy and protocols.

Desirable

• Demonstrable experience of using Emis; ability to maintain the appointments system and make changes when appropriate.

Experience

Essential

• Experience of working with the general public
• Good Keyboard skills
• Experience of working in a busy environment
• Understanding of different patients and carer groups and needs
• Awareness of the importance of safeguarding and procedures
• Be aware of confidentiality and data protection when handling sensitive information.
• Developing productive and effective relationships with all members of the healthcare team

Desirable

• Experience of working in receptionist role within a General Practice environment
• Patient/customer service related training/ previous role
• Up-to date knowledge of services and health resources in the local area
• Knowledge of the Data Protection Act and how this is applied in practice

Qualifications

Essential

• Good standard of general education
• Or experience in similar role will be considered

Desirable

• NVQ level 2 or above in Customer Care or similar

Employer details

Employer name

Barnfield Hill Surgery

Address

12 Barnfield Hill

St Leonards

Exeter

Devon

EX1 1SR

Employer's website

https://www.barnfieldhillsurgery.co.uk

Receptionist/Administrator

Fremington Medical Centre

The closing date is 05 March 2021

Job overview

Offer 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

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

Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Main duties of the job

We are seeking someone with receptionist experience and excellent customer service skills. GP practice experience is desirable but not essential as training will be given.

You will have good organisational, communication and interpersonal skills. Be friendly, patient and calm.

You must have the ability to work as part of a team as well as independently.

You must be able to multi task and work well under pressure and be able to cope in a busy environment.

The hours for the role are as follows:

Mondays - 2.00pm - 8.00pm

Tuesdays - 12.00pm - 6.00pm

Wednesdays - 8.00am - 2.00pm

Fridays - 12.00pm - 6.00pm

About us

Fremington Medical Centre is a GP Practice located in North Devon with 7,400 patients. The Practice has 5 Partners and over 20 members of staff offering patients high quality, safe and effective care from an appropriately resourced and skilled multi-disciplinary team. Our practice operates using a triage system which means our patients are seen by the most appropriate clinician as soon as possible.

Job description

Job responsibilities

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice reception and administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the team leader/office manager, dependent on current and evolving practice workload and staffing levels:

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Ensure practice records are kept relating to all item of services claims, producing monthly and quarterly reports for the office manager

As requested by the office manager, prepare statistical or data reports

• Clearing and re-stocking of consulting rooms as required
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Ordering, re-ordering and monitoring of stationery and other supplies
• Dealing with clinical waste and spillages following Practice procedures
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Maintain, update and monitor computerised registration data base and medical records:

• Ensure all new registrations are entered onto the clinical system
• Update the database for all patient change of registration status as notified
• Ensure all transfers off registration database are effected as and when applicable
• Monitor accuracy of registration database as required producing any necessary reports as required

Cull and sort patient paper records and letters in preparation for summarising

Review medical records and producing an accurate summary of the patients medical history.

Read code the information into the practice clinical system

• Audit data collection standards in the practice
• Monitor progress of notes summarising against practice targets
• Monitor patient call and recall systems

Filing and retrieving paperwork

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 teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources
• The postholder will adhere to Practice Policies and Procedures and exhibit the expected behaviours in the Core Competencies at minimum Level 1.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in or carry out audit where appropriate

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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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, free from hazards
• Actively reporting health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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 recognises the importance of peoples 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 that 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, with 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

Communication:

The post-holder should recognise 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 peoples needs for alternative methods of communication and respond accordingly

Person Specification

Experience

Essential

• Practical experience of working with others
• Experience of using own initiative
• Experience of customer service
• Have strong communication skills, both in person and on the telephone
• Experience of customer care or dealing with the public in a frontline role
• Experience of Microsoft Office

Desirable

• Experience of working within a General Practice Reception environment.
• Experience of computerised recording systems such as S1.

Qualifications

Essential

• GCSE in English and Maths.

Desirable

• Qualified to NVQ Level in Customer Service/Business Administration.
• Customer Services.
• Typing.

Employer details

Employer name

Fremington Medical Centre

Address

11-13 Beards Road

Fremington

Barnstaple

Devon

EX31 2PG

Employer's website

https://www.fremington.org/

Receptionist

Adelaide & St Levan Surgery

The closing date is 14 March 2021

Job overview

Receptionist required for busy surgery where we love cake and use humour to survive the days!

Working within a team of 8 people, this post is 20hr / week, working a vairety of full and half days voer a 4 week rolling rota - including some Saturday mornings.

Main duties of the job

This post will include all reception duties from appointment management, 'phone calls, prescriptions, medical records and emails

Able to deal with all cohorts of the general public - recognising the challenges an individuals health can present

About us

A great team who recognises the importance of ensuring staff are looked after to then be able to provide good patient care

Job description

Job responsibilities

Job summary:

The purpose of the role is to:

Offer 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

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

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated health, social and voluntary agencies

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the reception manager/practice manager, dependent on current and evolving practice workload and staffing levels:

Opening up/locking up of practice premises and maintaining security in accordance with practice protocols

Maintaining and monitoring the practice appointments system

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail

Taking messages and passing on information

Filing and retrieving paperwork

Logging in new notes received

Pulling notes and deducting patients and forwarding to Health Authority

Summarising of new notes received within the appropriate timescale

Advise patients of relevant charges for private services, accept payment and issue receipts for same

Have working knowledge of telephone/fax system

Registering of new patients, collating information that may be required prior to notes arriving

Directing complaints in the appropriate manner

Processing repeat prescriptions in accordance with practice guidelines

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures

Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers

Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning

Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Any other tasks allocated by managers/partners

General Duties

Work effectively, participate in and contribute positively to the reception and the wider Primary Health Care Team ensuring good communication about all aspects of the practice

All members of the Primary Health Care Team are required to attend and contribute to meetings / away days and ongoing training requirements.

Responsible for identifying need and updating qualifications according to current professional guidelines. Keep abreast of current trends and developments in professional matters.

The post holder is required to conform to all St Levan Surgery policies and to attend any training sessions as necessary.

This job description is not intended to be an exhaustive list of duties and responsibilities, but a broad outline and may be amended as necessary following discussion between the post holder and their manager

Person Specification

Experience

Essential

• 2 yrs dealing with the public; clerical duties & telephone work

Desirable

• Receptionist experience

Qualifications

Essential

• General education to GCSE level or appropriate compensatory experience
• GCSEs (or equivalent) in English & Arithmetic

Employer details

Employer name

Adelaide & St Levan Surgery

Address

350 St Levan Road

Keyham

Plymouth

Devon

PL2 1JR

Employer's website

https://www.stlevansurgery.nhs.uk/index.aspx