About this role
Job summary
We are looking to appoint a part-time receptionist to join our busy GP practice. You will be the first point of contact for patients, contractors, and visitors as well as carrying out general office tasks.
Working Hours
The successful candidate will be required to work the following shifts:
Monday: 8:30am 5:00pm
Friday: 8:30am 7:00pm
In addition, the role will include covering at least five Monday evening shifts per year from 5:00pm 8:30pm.
Main duties of the job
You will be responsible for the general reception duties within the Practice and will work with our established processes, policies and procedures to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries.
About us
Littledown Surgery is a small, friendly GP Practice located on the northern edge of Bournemouth. We pride ourselves on being a compassionate, supportive practice with a genuine family feel, where patient care is at the heart of everything we do.
Job description Job responsibilities
You will be responsible for the general reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries. You will be required to cover our Monday evening surgery (at least 5 times per annum).
You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
You will provide 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.
You will have excellent communication skills, and a compassionate and friendly nature who can operate in a busy environment with a range of people and professions.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
Special requirements of the post
You will be required to cover our Monday evening surgery (at least 5 times per annum 5pm to 8.30pm).
An understanding, acceptance and adherence to the need for strict confidentiality. An ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients enquiries and requests. Excellent communication skills Willingness to cover sickness/holidays of colleagues often at short noticeMajor duties and responsibilities of the post
Reception Duties
Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice. To book appointments for patients according to practice guidelines. To take and record all patient visit requests according to practice rules. To answer telephone and deal with queries appropriately. Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Fully explain practice arrangements and formal requirements to new patients and temporary residents ensuring procedures are correctly completed. Advise patients of relevant charges for private (non GMS) services, accept payment and issue receipts for same. Processing repeat prescriptions in accordance with practice guidelines. Giving out test results in accordance with practice guidelines. Relaying clinical content with patients and passing on action plans from clinical staff in accordance with practice guidelines.Reviewing and passing on SystmConnect request to appropriate GP / or dealing with admin requests in accordance with practice guidelines. Register new patients, temporary residents and any requiring immediate and necessary treatment, carefully checking all details for accuracy. Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers. To extract patient records when required. To order transport for patients when required. Processing and distributing incoming and outgoing mail. Filing and retrieving paperwork. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures. Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning. Respond to the needs of clinical staff during surgery. To liaise with patients regarding their requests for Doctors to complete NHS or non-NHS documentation. Ensure reception and waiting areas are kept neat and tidy. To carry out/cover any other tasks that may be deemed suitable for the grade. Management of the Appointment System
Ensure the efficiency of the appointment system for both the doctors and the practice nursing team so that patients are seen in a logical and non-disruptive manner. Ensure total familiarity with the appointment system in effect. Book appointments and recalls as necessary. Continually monitor the system and report any problems or variations required. Try to maintain an equal balance of appointments between the doctors.
Management of Medical Records (electronic and paper)
Ensure all new patients are registered onto the clinical system promptly and accurately. Enter patient information on to the computer as required. Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to. Ensure correspondence, reports, results etc are scanned/filed in the correct record. Ensure records are kept neat and tidy and in good repair with all necessary information recorded on the outer cover. Start and End of Day Procedures
Open up the premises as instructed in the Opening the Surgery protocol, making all the necessary preparation to receive patients. Secure the premises at the end of the day as instructed in the Closing the Surgery protocol, ensuring that the building is totally secured, curtains are closed, all internal lights are off and alarm is activated. Undertake any other delegated duties considered appropriate to the post as requested by the Partners or Practice Management staff.
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.
Person Specification
Qualities and Attributes Essential
An understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgement, resourcefulness and common sense Ability to work without direct supervision and determine own workload priorities Attention to detail, able to work accurately, identifying errors quickly and easily Ability to work well as part of an integrated multi-skilled team Helpful and friendly Able to work under pressure Able to work in a changing environment Able to use own initiative Organised and efficient Reliable and flexible
Other Essential
Flexibility of working hours/ able to work at the desired times Willingness to cover sickness and holidays of colleagues, often at short notice Clear, legible handwriting
Qualifications Desirable
GCSE grade C or equivalent
Kowledge and Skills Essential
Excellent verbal and written communication skills with team members, patients, carers, and other healthcare professionals, with the ability to adjust communication style Good IT skills
Desirable
Ability to use the required GP clinical system e.g. SystmOne
Experience Essential
Experience of working in a reception environment or similar
Desirable
Experience in a GP surgery Experience of dealing with the public
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 Littledown Surgery
Address Harewood Crescent
Bournemouth
BH7 7BU
Employer's website https://www.littledownsurgery.co.uk/ (Opens in a new tab)