About this role
Job summary
STHC is a GP federation which operates two GP practices in South Tyneside, Albert Road and Whitburn Surgery.
We are looking for an enthusiastic and motivated Receptionist to join our team at Albert Road Surgery. While this role will be primarily based at Albert Road, there will be a requirement to work across both sites when needed.
We are a friendly, supportive organisation committed to delivering highquality patient care. Across our two practices, we serve a combined patient population and have a strong, collaborative team of clinical and administrative staff.
The successful candidate will work alongside our existing reception team under the guidance of our Reception Team Lead. We place great importance on staff wellbeing, teamwork, and providing a positive working environment. Ongoing training and development opportunities are available.
We are seeking someone who can use their own initiative, demonstrate resilience, and work effectively as part of a wider multidisciplinary team. Strong communication skills are essential, as the role involves engaging with colleagues, external agencies, and our patients.
Full time/part time considered, full time posts would be minimum 30-37.5 hr.
Main duties of the job
The purpose of the role is to:
Provide general assistance to the practice team and project a positive, welcoming image to patients and visitors, both in person and over the telephone Receive, assist, and signpost patients to the appropriate service or healthcare professional in a courteous, efficient, and effective manner Undertake a range of administrative duties to support the smooth running of the practice, including clerical support for clinical and administrative staff Facilitate effective communication between patients, the primary care team, secondary care, and other healthcare agencies Work flexibly across both Federation sites when required to support service continuity
About us
South Tyneside Health Collaboration (STHC) is a GP Federation formed in 2017, bringing together 20 practices across the borough to deliver highquality primary care services at scale.
STHC owns and operates two GP practices.
Job description Job responsibilities
The Receptionist will form part of the Albert Road Surgery Team 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 signpost 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 healthcare agencies.
The duties and responsibilities to be undertaken by members of the practice reception 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 senior administrator/office manager/practice manager, dependent on current and evolving practice workload and staffing levels:
Maintaining and monitoring the practice appointments system
Processing requests for appointments, visits and telephone consultations in person or via telephone/eConsult/emails whilst ensuring callers are signposted appropriately or directed to the most suitable 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 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
Ordering, re-ordering and monitoring of stationery and other supplies
Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Culture & Values
Working proactively within the STHC One Team ethos, support, promote and embed STHCs Vision and Mission to:
Be a trusted partner and vital contributor to the development and delivery of primary care, enabling our local communities to live better and healthier lives.
Work collaboratively in pursuit of innovative solutions to healthcare challenges whilst supporting General Practice in delivering the best quality patient care.
Role model compassionate, inclusive and approachable behaviours to all STHC staff, demonstrating our values of:
Integrity
Collaboration
Candour
Efficacy
Fairness
Accountability
Promote and role model the positive behaviours outlined in the STHC Behaviours Framework.
Communication & Partnership Working
Develop effective relationships in the spirit of openness and accountability with colleagues, leaders, patients and external partners
Develop and maintain effective working relationships with all key stakeholders, regulators and external agencies to promote the work of STHC.
Be a proactive member of your team, contributing to organisational growth, development and peer support.
Strategy and Vision
Contribute your views and ideas for consideration and inclusion in the development of the STHC strategy and delivery plan.
Support the delivery of STHCs strategy, aligning your personal objectives with activity and priorities set out in the Annual Delivery Plan.
GENERAL REQUIREMENTS OF THE ROLE
AMENDING THE JOB DESCRIPTION
It is expected that as the organisation develops and changes it may be necessary to vary the tasks and/or the responsibilities of the post holder. This will be done in consultation with the post holder and it is hoped that agreement can be reached to any reasonable changes.
CONFIDENTIALITY
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information. All such information from any source is to be regarded as strictly confidential.
Information relating to colleagues, other workers or the business of member practices may only be divulged to authorised persons in accordance with STHCs policies and procedures, and the protection of personal and sensitive data.
HEALTH AND SAFETY
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in STHC's Health & Safety Policy to include:
Identifying the risk involved in work activities and undertaking such activities in a way that manages those risks.
Maintaining work areas in a tidy and safe way and free from hazards.
Ensuring that all accidents are reported and investigated and follow up action taken where necessary.
Maintain mandatory staff training, as required by the postholder role.
EQUALITY, DIVERSITY AND INCLUSION
The post-holder will support the equality, diversity, inclusion and rights of colleagues to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with current legislation.
Respecting the privacy, dignity, needs and beliefs of colleagues.
Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities, and rights.
QUALITY
The post-holder will strive to maintain quality 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.
Person Specification
Qualifications Essential
Qualifications and Experience Experience of customer service Good standard of general education(Standard Grade Mathematics or equivalent Standard Grade English or equivalent) Practical experience of working with others Experience of using own initiative Experience of working within a GP reception environment Practical experience of computerised recording systems Awareness of confidentiality and GDPR High level of IT competency and practical experience Strong verbal and written communication skills, with an ability to work collaboratively, manage expectations and build positive relationships Excellent organisational skills including time and task management Skilled in accepting personal responsibility, accountability and ensuring others do the same Good eye for attention to detail Proactive and self-motivated with the ability to work independently, remaining calm, with clarity of thought in the face of pressure Commitment to working as and promoting the concept of one team Commitment to promoting and working within an inclusive, engaging culture that seeks out, values and rewards unique skills and abilities Commitment to embracing and promoting the principles of Equality and Diversity and Inclusion Authentic, transparent and open with a high level of integrity and commitment to supporting STHCs ethos Independently mobile with the ability to travel across South Tyneside as required
Desirable
Experience of working in a GP practice Practical experience of working with others Experience of using own initiative Experience of working within a GP reception environment Experience of working with EMIS Web Experience of EMIS System and Clinical Coding Awareness of QOF Understanding of General Practice and Primary Care commissioning and service delivery
Employer details Employer name South Tyneside Health Collaboration
Address Albert Road Surgery
118 Albert Road
Jarrow
Tyne And Wear
NE32 5AG
Employer's website https://www.thesthc.co.uk (Opens in a new tab)