Job description

Job responsibilities

Job Title : Medical Receptionist

Location : Rosebank Health 4 sites

Accountable to : Assistant Practice Manager/ Reception Supervisors

Hours per week : part time (Minimum 20 hours per week) and full time 37.5 hours per week

The hours will be scheduled on a monthly basis.

The Post Holder may be required to work occasionally on a Saturday morning. The Post Holder will be required to cover for other members of the Reception Team as required in times of high workload, holidays or sickness.

Place of work

The Post Holder will be working over our four sites in Gloucester but this may be subject to change in the future. The Post Holder will be required to travel between all of the Practices surgeries as necessary and will therefore be expected to provide his/her own transport.

Key Responsibilities

Reception

1. Welcome patients that come into the surgery to consult with members of the Primary Health Care Team.

2. Provide a professional and efficient service to patients and always be mindful of the physical and mental state of those patients.

3. Resolve problems resulting from patients arriving late or at the wrong location.

4. Distribute health promotion or health related leaflets and information to patients as necessary.

5. Ensure reception and waiting areas are kept neat and tidy.

6. Cover all other reception duties, following training, as necessary.

7. Undertake other relevant duties commensurate with the Post.

Telephone

1. Respond to calls from patients in a supportive and professional manner.

2. Ensure all calls are answered as quickly as possible.

3. Follow practice protocols regarding phone manner.

4. Transfer calls to the relevant members of the practice team.

5. Deal with appointment requests, give test results and handle prescription queries over the phone.

Appointments

1. Book, cancel and amend appointments using the Practice computer appointment system in accordance with Practice protocols.

2. Ensure appointments are booked as efficiently and appropriately as possible using the practice A-Z.

3. Manage requests for urgent care and routine GP, ECP and Physiotherapy appointments by submitting a SystmConnect questionnaire on a patients behalf, as per the practice A-Z.

4. Deal with requests for home visits in accordance with Practice protocols or as directed.

Patient Registration

1. Explain practice registration arrangements and requirements to new patients and temporary residents.

2. Process the registration of new patients in accordance with Practice protocols.

3. Process changes of address and name onto the patients paper and electronic records in accordance with Practice protocols.

4. Assist patients to register for access to online services / NHS APP.

Prescriptions

1. In accordance with Practice protocols, process requests for repeat and acute prescriptions.

2. File prescriptions that have been signed by the clinical staff and ETP tokens.

3. Locate prescriptions or ETP tokens ready for patients to collect.

4. Resolve problems when prescriptions are not ready for a patient to collect as expected.

5. Contact patients at the request of the medicines management team regarding their prescription.

Results and Patient Communication

1. Contact patients at the request of clinicians to book appointments following tests and other investigations.

2. Contact patients at the request of clinicians to inform them of their test results as directed by clinicians.

Data Input

1. Accurately input data into Practice computer system and patients electronic record. This may include coding of clinical information, such as diagnosis and diagnostic test results in accordance with Practice protocols.

2. Provide data and information to Primary Health Care Team members and others as directed.

3. Report incidents of inaccuracy or incorrect data input to the Assistant Practice Manager.

Administration

1. Liaise with other members of the Primary Health Care Team where necessary to carry out the duties of the Post.

2. Accurately file paper based records as directed.

3. Receive and distribute internal and external mail and documentation.

4. Have a good working knowledge of the telephone system.

5. Receive and distribute surgery supplies as necessary.

6. Clear, tidy and restock items in consultation rooms following morning and afternoon surgeries.

7. Set up consultation rooms and patient areas at the start of the day and close up at the end of the day.

Workload planning

1. The post holder will be managed by the Reception Management Team but is expected to be self-motivated and use their own initiative within guidance.

2. Prioritise own workload and requests for support to make the most effective use of resources available.

3. Use judgement and experience to determine the relevant urgency of requests received from patients and other external organisations.

4. Bring to the attention of the Reception Supervisor problem areas, backlogs and areas of difficulty.

Personal Development

1. Following adequate notice undertake appropriate training whenever reasonably possible. Such training may be provided internally or externally.

2. Take part in Protected Learning Time and other training deemed necessary by the Practice. Such events that maybe held internally or externally. If these are not scheduled within normal working hours the Post Holder will be paid for the additional hours worked.

3. All employees have a responsibility to participate in regular appraisal (at least annual) with their line manager and to identify performance standards for the post.

4. As part of the appraisal process employees have a joint responsibility with their line manager to identify any learning development needs in order to meet the agreed performance standards.

Confidentiality

1. Maintain patient and Practice confidentiality at all times

2. Enter into a Confidentiality Agreement with the Practice which will continue after employment ceases.

Working Safely

1. Carry out all duties in accordance with guidelines, protocols and policies.

2. Follow Practice guidance and protocols with regard to building security and have thorough knowledge of securing doors, windows and alarm systems.

3. Ensure that all duties of the post are carried out at all times so that they conform to:

i. Practice related policies, protocols, guidelines and procedures.

ii. The legal requirements of the Sex Discrimination Act 1975 (as amended), the Race Relations Act 1976 (as amended) and the Disability Discriminations Action 1995 where applicable.

iii. All health and safety legislation and Practice procedures.

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 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.

This is a developing role within the Practice and the Post Holder will be expected to be flexible and meet the changing needs of the Practice. This job description is an outline only and may be amended from time to time following discussion with and the agreement of the Post Holder

Job responsibilities

Job Title : Medical Receptionist

Location : Rosebank Health 4 sites

Accountable to : Assistant Practice Manager/ Reception Supervisors

Hours per week : part time (Minimum 20 hours per week) and full time 37.5 hours per week

The hours will be scheduled on a monthly basis.

The Post Holder may be required to work occasionally on a Saturday morning. The Post Holder will be required to cover for other members of the Reception Team as required in times of high workload, holidays or sickness.

Place of work

The Post Holder will be working over our four sites in Gloucester but this may be subject to change in the future. The Post Holder will be required to travel between all of the Practices surgeries as necessary and will therefore be expected to provide his/her own transport.

Key Responsibilities

Reception

1. Welcome patients that come into the surgery to consult with members of the Primary Health Care Team.

2. Provide a professional and efficient service to patients and always be mindful of the physical and mental state of those patients.

3. Resolve problems resulting from patients arriving late or at the wrong location.

4. Distribute health promotion or health related leaflets and information to patients as necessary.

5. Ensure reception and waiting areas are kept neat and tidy.

6. Cover all other reception duties, following training, as necessary.

7. Undertake other relevant duties commensurate with the Post.

Telephone

1. Respond to calls from patients in a supportive and professional manner.

2. Ensure all calls are answered as quickly as possible.

3. Follow practice protocols regarding phone manner.

4. Transfer calls to the relevant members of the practice team.

5. Deal with appointment requests, give test results and handle prescription queries over the phone.

Appointments

1. Book, cancel and amend appointments using the Practice computer appointment system in accordance with Practice protocols.

2. Ensure appointments are booked as efficiently and appropriately as possible using the practice A-Z.

3. Manage requests for urgent care and routine GP, ECP and Physiotherapy appointments by submitting a SystmConnect questionnaire on a patients behalf, as per the practice A-Z.

4. Deal with requests for home visits in accordance with Practice protocols or as directed.

Patient Registration

1. Explain practice registration arrangements and requirements to new patients and temporary residents.

2. Process the registration of new patients in accordance with Practice protocols.

3. Process changes of address and name onto the patients paper and electronic records in accordance with Practice protocols.

4. Assist patients to register for access to online services / NHS APP.

Prescriptions

1. In accordance with Practice protocols, process requests for repeat and acute prescriptions.

2. File prescriptions that have been signed by the clinical staff and ETP tokens.

3. Locate prescriptions or ETP tokens ready for patients to collect.

4. Resolve problems when prescriptions are not ready for a patient to collect as expected.

5. Contact patients at the request of the medicines management team regarding their prescription.

Results and Patient Communication

1. Contact patients at the request of clinicians to book appointments following tests and other investigations.

2. Contact patients at the request of clinicians to inform them of their test results as directed by clinicians.

Data Input

1. Accurately input data into Practice computer system and patients electronic record. This may include coding of clinical information, such as diagnosis and diagnostic test results in accordance with Practice protocols.

2. Provide data and information to Primary Health Care Team members and others as directed.

3. Report incidents of inaccuracy or incorrect data input to the Assistant Practice Manager.

Administration

1. Liaise with other members of the Primary Health Care Team where necessary to carry out the duties of the Post.

2. Accurately file paper based records as directed.

3. Receive and distribute internal and external mail and documentation.

4. Have a good working knowledge of the telephone system.

5. Receive and distribute surgery supplies as necessary.

6. Clear, tidy and restock items in consultation rooms following morning and afternoon surgeries.

7. Set up consultation rooms and patient areas at the start of the day and close up at the end of the day.

Workload planning

1. The post holder will be managed by the Reception Management Team but is expected to be self-motivated and use their own initiative within guidance.

2. Prioritise own workload and requests for support to make the most effective use of resources available.

3. Use judgement and experience to determine the relevant urgency of requests received from patients and other external organisations.

4. Bring to the attention of the Reception Supervisor problem areas, backlogs and areas of difficulty.

Personal Development

1. Following adequate notice undertake appropriate training whenever reasonably possible. Such training may be provided internally or externally.

2. Take part in Protected Learning Time and other training deemed necessary by the Practice. Such events that maybe held internally or externally. If these are not scheduled within normal working hours the Post Holder will be paid for the additional hours worked.

3. All employees have a responsibility to participate in regular appraisal (at least annual) with their line manager and to identify performance standards for the post.

4. As part of the appraisal process employees have a joint responsibility with their line manager to identify any learning development needs in order to meet the agreed performance standards.

Confidentiality

1. Maintain patient and Practice confidentiality at all times

2. Enter into a Confidentiality Agreement with the Practice which will continue after employment ceases.

Working Safely

1. Carry out all duties in accordance with guidelines, protocols and policies.

2. Follow Practice guidance and protocols with regard to building security and have thorough knowledge of securing doors, windows and alarm systems.

3. Ensure that all duties of the post are carried out at all times so that they conform to:

i. Practice related policies, protocols, guidelines and procedures.

ii. The legal requirements of the Sex Discrimination Act 1975 (as amended), the Race Relations Act 1976 (as amended) and the Disability Discriminations Action 1995 where applicable.

iii. All health and safety legislation and Practice procedures.

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 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.

This is a developing role within the Practice and the Post Holder will be expected to be flexible and meet the changing needs of the Practice. This job description is an outline only and may be amended from time to time following discussion with and the agreement of the Post Holder

Person Specification

Qualifications

Essential

• Sound general education including English and Maths GCSE grade A to C or grade 4-9

Desirable

• NVQ in relevant topic

Experience

Essential

• Experience of working as part of a successful team
• Experience of working with members of the public
• Experience of working in a reception or an administrative environment
• Competent user of Microsoft Office
• Competent user of Internet

Desirable

• Experience of General Practice or the public health sector
• Knowledge of medical terminology

Communication skills, personal abilities, approach to work and other

Essential

• Friendly and approachable
• Clear and concise
• Act with confidentiality and sensitivity
• Ability to communicate effectively, both verbally and in writing, with patients, their families, carers, community groups, and partner agencies
• Able to extract relevant information from conversations and pass on
• Ability to maintain effective working relationships
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Able to work under pressure, and respond appropriately in difficult situations, whilst retaining composure
• Flexible & receptive to change
• Able to use own initiative but also recognise own limitations
• Willing to learn
• Interest in Health Sector
• Meets DBS reference standards and has a clear criminal record, in line with the law on spent convictions
• Willingness to work flexible hours when required to meet work demands
• Willing to work at practices different sites
• Well presented

Desirable

• Conscientious and able to prioritise work and work to deadlines
• Own transport for travelling between sites

Qualifications

Essential

• Sound general education including English and Maths GCSE grade A to C or grade 4-9

Desirable

• NVQ in relevant topic

Experience

Essential

• Experience of working as part of a successful team
• Experience of working with members of the public
• Experience of working in a reception or an administrative environment
• Competent user of Microsoft Office
• Competent user of Internet

Desirable

• Experience of General Practice or the public health sector
• Knowledge of medical terminology

Communication skills, personal abilities, approach to work and other

Essential

• Friendly and approachable
• Clear and concise
• Act with confidentiality and sensitivity
• Ability to communicate effectively, both verbally and in writing, with patients, their families, carers, community groups, and partner agencies
• Able to extract relevant information from conversations and pass on
• Ability to maintain effective working relationships
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Able to work under pressure, and respond appropriately in difficult situations, whilst retaining composure
• Flexible & receptive to change
• Able to use own initiative but also recognise own limitations
• Willing to learn
• Interest in Health Sector
• Meets DBS reference standards and has a clear criminal record, in line with the law on spent convictions
• Willingness to work flexible hours when required to meet work demands
• Willing to work at practices different sites
• Well presented

Desirable

• Conscientious and able to prioritise work and work to deadlines
• Own transport for travelling between sites

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.

Employer details

Employer name

Rosebank Health

Address

Kingsway Health Centre

Rudloe Drive, Kingsway

Gloucester

Gloucestershire

GL2 2FY

Employer's website

https://www.rosebankhealth.nhs.uk/ (Opens in a new tab)