Receptionist

At Church Lane Surgery, we are dedicated to providing the highest standard of care for our patients in Brighouse. We have approximately 11,300 patients and our Practice team provides a full range of Primary Care Services.

We are a training Practice for GP Registrars, FY2 doctors, trainee pharmacists, and medical students.

We provide a full range of enhanced services.

Our Practice has an overall CQC rating of good.

We have an exciting opportunity for a Medical Receptionist to join our friendly Practice Team. This is a part-time position, 25 hours per week Monday to Friday.

Main duties of the job

As a Receptionist you will receive, assist and direct patients in accessing the most appropriate service or healthcare professional in a courteous, efficient and effective way. We therefore need someone with excellent interpersonal skills, keyboard and IT skills, who preferably has an understanding of medical terminology. Previous experience as a Medical Receptionist is preferred, although full training will be provided.

An understanding of the importance of confidentiality in the workplace and an ability to follow data protection policies and guidelines is essential.

The successful applicant will benefit from working in a pleasant, friendly environment, to include NHS Pension, holiday and sick pay.

Main skills we are looking for:

• Knowledge of medical terminology is advantageous
• A background in Reception work, preferable in Primary Care
• Knowledge of EMIS Web clinical system is desirable

Job responsibilities

REPORTS TO: RECEPTION SUPERVISOR

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

Job Responsibilities:

Reception

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols.
• Pulling/filing notes as necessary.
• Filing post in medical records.
• Dealing with incoming and outgoing internal post.
• Photocopy as requested.
• Carrying out any reasonable administrative tasks as requested by any member of the primary care team.
• Provide holiday/sickness cover for other members of the reception/admin team.
• Receiving patients consulting with members of practice team.
• Handing completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception positions as necessary.
• To chaperone doctors/clinical staff if necessary.
• Receiving samples.
• Organising the post, both internal and external.
• Having an understanding of the repeat prescription process and dealing with queries from pharmacies.
• Handling money and writing receipts.
• Passing and receiving of confidential information in the right way to other agencies e.g. Hospitals.
• Keep the waiting room tidy.
• Receive deliveries and pass them onto the correct department promptly.
• Have an understanding of the services we offer and directing patients to the right clinician.

Appointments

• Process appointment requests for today and future appointments from patients by telephone and in person.
• Deal with home visit requests.

Computer

• Registrations of new patients and temporary patients computer data entry and medical records.
• Process patients change of address computer data and medical records (have knowledge of practice area).
• Process repeat prescription request in accordance with practice guidelines.
• Sending tasks/messages to other members of staff.

Telephone

• Have working knowledge of telephone system, during and after hours.

Other Tasks

• Clear rooms after surgeries.
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Make coffee or tea for doctors.
• Any other tasks allocated by managers.
• Attend staff meetings when requested to do so.

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 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 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.

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.

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 peoples 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.

Important note:

This Job description reflects the duties we currently anticipate the post holder undertaking. However, the duties required of the post holder could change over time. You will be expected to undertake tasks/duties required to maintain the efficient running of the Practice, which may not be detailed on this Job description, but which are commensurate with your grade and within your capabilities. Any permanent changes to this Job description will be made following consultation with the post holder.

Person Specification

Qualifications

• Good standard of general education.
• Standard Grade Mathematics or equivalent.
• Standard Grade English or equivalent.

Experience

• Experience of using own initiative.
• Practical experience of working with others.
• Experience of customer service.
• Experience of working within a General Practice Reception environment.
• Practical experience of computerised recording systems.

Skills

• Good communication skills (Written and Oral).
• IT and Keyboard skills.
• The ability to follow procedures and work to deadlines.
• Interpersonal skills.
• Ability to handle situations of potential conflict.
• Problem solving.
• Planning and organising.
• Performing under pressure.
• Adaptability to change.
• Self motivated.
• Flexibility.
• Confidentiality.
• Aware of potential conflicts of interest.
• An understanding of a General Practice Reception environment.

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.