Medical Receptionist

Job summary

A rare opportunity has arisen in our Reception/Admin team to help with this busy service. We are looking for someone who can work 16-20 hours a week flexibly as needed over Monday Friday between 7.30am and 8.00pm (to 8.00pm would be only on one day a week, currently a Tuesday) when required.

If you enjoy working with the public, colleagues and computer systems, then please consider applying! The job can be stressful and very busy at times, so personal resilience is required.

In return you will be part of the Victoria Road Surgery Team which has a great reputation locally; is sociable and friendly with lots of charitable and fun events going on throughout the year.

For further information or to arrange an informal visit before applying, please contact Assistant Practice Manager Mrs Angela Blowers at angela.blowers@nhs.net or phone 01502 572369 and ask to speak to Angela or practice manager Mrs Michelle Kears. We look forward to hearing from you.

Main duties of the job Provide a friendly welcome to patients Manage the phone system, taking calls and messages and referring patients to various services using care navigation techniques Manage the online messaging service between patients and the surgery, reading and then dealing with these patient requests and queries appropriately Explain practice appointments policies (including home visit requests) and book patients appointments with appropriate clinicians using TPP SystmOne clinical software Handing completed repeat prescriptions and other correspondence to patients having checked name, address and date of birth Be able to cover all reception positions as necessary Complete Reception tasks on SystmOne such as arranging GP requested follow-up appointments for patients

About us

Victoria Road Surgery in Lowestoft was founded in the 1940s and currently serves just under 10,500 patients. There are six GP Partners who own the business which works under various NHS contracts.

The Partners employ nurse practitioners, practice nurses, healthcare assistants and administrative staff including receptionists, secretaries and managers.

Victoria Road Surgery works in partnership with other Lowestoft practices as "Lowestoft Primary Care Network" and benefits from PCN staff including a pharmacy technician, health & wellbeing coach and a care-coordinator who are based at the surgery.

We have a wonderful wellbeing garden/allotment close to the surgery for the benefit of patients and staff. We train GP registrars (doctors who are training to be GPs), nurses, medical students and apprentices.

Our main objective is "To provide our patients with General Medical Services and care of the highest quality, within the resources available to the practice and the NHS generally." We very much have a "team" ethos and enjoy social and leisure events throughout the year, many with an objective of raising money for charity.

Job description

Job

responsibilities

JOB DESCRIPTION JOB TITLE: MEDICAL RECEPTIONIST REPORTS TO:

• RECEPTION MANAGER HOURS: 16-20 hours per week

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, in person, over the telephone and in written correspondence e.g. online messages, to patients. Job

Responsibilities:

Administration To have a thorough knowledge of all Practice procedures To work in accordance with written protocols To read all correspondence sent to the Reception team or individually by task or email and respond as necessary To keep up to date with all mandatory training (most of this is online) Other tasks if needed (such as prescription and registration work), only with agreement and after the appropriate training is given Reception Provide a friendly welcome to patients Manage the phone system, taking calls and messages and referring patients to various services using care navigation techniques Manage the online messaging service between patients and the surgery, reading and then dealing with these patient requests and queries appropriately Explain practice appointments policies (including home visit requests) and book patients appointments with appropriate clinicians using TPP SystmOne clinical software Handing completed repeat prescriptions and other correspondence to patients having checked name, address and date of birth Be able to cover all reception positions as necessary Complete Reception tasks on SystmOne such as arranging GP requested follow-up appointments for patients Other Tasks Clear rooms after surgeries Ensure building security have thorough knowledge of doors/windows/alarm Make hot or cold drinks for doctors, nurse practitioners and colleagues Any other tasks allocated by managers 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.

If unsure of anything in this regard the postholder must first seek advice from the Reception Manager, the Deputy Reception Manager, the Assistant Practice Manager or the Practice Manager. Do not feel pressured to give information to someone just because they demand it.

Sharing confidential information when not appropriate could constitute gross misconduct and may result in disciplinary action being taken against the postholder.

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 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 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 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 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

Experience Essential Previous experience working with computers Desirable Experience as a Medical Receptionist in a GP Surgery Previous experience of customer care or dealing with members of the pubic in a front-line role Experience of using clinical computer system SystmOne Special

Requirements

Essential High standard of work Willingness to take responsibility for maintaining confidentiality of information held by the practice CRB clearance Commitment to personal and professional development

Qualifications

Essential Good general education with good numeracy and literacy skills Desirable None Skills and Attributes Essential Good communication skills, verbal and written Good team working Good interpersonal skills Attention to detail Flexibility Keyboard skills Well-mannered and well presented Patient, tolerant, tactful and discreet Enthusiastic, honest and reliable Desirable Self-motivating Demonstrate initiative Ability to prioritise tasks Able to tolerate stress and manage self appropriately 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.