About this role
Job summary
We are seeking a highly motivated and forward-thinking Receptionist to join our innovative, training-focused practice serving 20,000 patients in Wallington.
Experience is desirable, however full training will be provided for the right candidate.
Youll be working within a supportive and friendly team in our modern, purpose-built premises.
Main duties of the job
The GP practice receptionist is responsible for undertaking a wide range of reception duties and providing support to the multidisciplinary team. Duties may include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of personal information and assisting patients as required
To act as a central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with the multidisciplinary team member and external agencies such as secondary care and community service providers.
The successful candidate must be flexible to cover additional hours as required by the needs of the surgery and be happy to work between 7:45 and 18:30 on a rota basis
About us
Wallington Family Practice currently provides general medical services to a population of approximately 20,000 patients. It has 11 GPs, A Team of Pharmacists including Pharmacy Technicians, a Lead Nurse, 5 Practice Nurses, 1 HCA, and an extensive team of admin and reception staff.
We are a large proactive teaching practice located in a purpose built health centre close to Wallington town centre. We are part of the Wallington Primary Care Network (PCN) working collaboratively with local general practice colleagues for the good of the local population.
The main purpose of this role is to provide efficient, courteous and responsive reception, care navigation and administrative support tothe practice catering to the diverse needs of patients and supporting others where necessary.
Job description Job responsibilities
OVERVIEW
Wallington Family Practice currently provides general medical services to a population of approximately 20,000 patients. It has 11 GPs, 1 Pharmacists, a Lead Nurse, 5 Practice Nurses, 1 HCA, and an extensive team of admin and reception staff.
We are a large proactive teaching practice located in a purpose built health centre close to Wallington town centre. We are part of the Wallington Primary Care Network (PCN) working collaboratively with local general practice colleagues for the good of the local population.
The main purpose of this role is to provide efficient, courteous and responsive reception, care navigation and administrative support to the practice catering to the diverse needs of patients and supporting others where necessary.
MAIN DUTIES AND RESPONSIBILITIES
To make appointments for patients attending the surgery or on the telephone using the computerized clinical system.
To suitably triage and signpost patients to other services where applicable including associated services and external services including community pharmacy
To ensure patients who do not have appointments but who need urgent medical attention are responded to appropriately and in line with practice protocols and policies.
To cancel and re-arrange appointments when necessary.
To support and advise those enquiring about registration or those who need temporary registration
To respond to any queries and requests for assistance from patients and visitors
To advise patients of relevant charges for private services, take payment, record and issue receipts
To appropriately address requests for home visits in line with practice protocols
To take pathology samples, and respond to requests for x-rays, certificates, etc as needed
To retrieve and file records as required ensuring they are kept in the correct order and filed correctly and safely
To make and receive calls to patients and other healthcare professionals as required and directed to do so in a courteous and appropriate manner
To divert calls or take messages for others
To handle enquiries for online access from existing and new patients and process accordingly
To ensure the building is opened and closed correctly in line with internal guidelines and security arrangements
Report any premises issues to the building information desk or on site caretaker as required
Report any immediate IT, clinical system or other system issues to the relevant provider using the information provided
To participate in practice meetings and team meetings
To keep the reception and office working areas clear and tidy and suitable for other users at all times
To undertake other duties as may from time to time be asked and consistent with the post and where capacity permits
OTHER INFORMATION
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 and the practice Infection Control policy.
This will 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 keeping them free from hazards
Actively reporting health and safety hazards and infection hazards immediately when recognised
Reporting potential risks identified
The practice requires staff to be fully vaccinated in line with current CQC requirements and it also strongly recommends all patient facing staff are fully vaccinated for Covid-19.
Data quality:
To work within the clinical computer system and other systems to improve data quality.
Equality and diversity:
To 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional development:
To participate in any training programme implemented by the practice as part of this employment, such training to include:
To complete all necessary mandatory and other training relevant to the role and as identified and directed.
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.
Quality:
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.
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.
DBS:
The post-holder will be required complete a satisfactory check from the Disclosure and Barring Service concerning any former criminal convictions. You should note that employment within the practice is not subject to the Rehabilitation of Offenders Act 1974, and that you are required to declare all criminal convictions, even those which are classed as spent.
Person Specification
Qualifications Essential
GCSE Maths and English at grade C or above or subsequent equivalent
Other Essential
Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues Neat tidy and presentable to the public Ability and willingness to undertake training Full vaccination or immunity in line with CQC requirements
Desirable
The practice strongly recommends all staff to be fully vaccinated for flu and covid-19 to protect themselves, patients and other staff
Experience Essential
Experience of a front line, customer facing position or a role with suitable transferable skills Experience of working to set guidelines, protocols and procedures Good team working skills and experience
Desirable
Experience of working in the NHS/general practice Experience of working in a multi-disciplinary team
Skills, Abilities & Knowledge Essential
Excellent communication skills Ability to work in a busy environment and to prioritise and work to tight deadlines Ability to organise, motivate and support colleagues incl new starters Ability to listen and empathise Ability to learn new software and systems and cascade learning to others
Desirable
Experience of using EMIS web clinical system Experience of scanning and document management systems Good working knowledge of Microsoft office applications
Personal Qualities & Attributes Essential
Able to use own judgment and resourcefulness Good time management skills and punctual Adaptable and flexible to a changing environment Diplomatic and calm in stressful situations Confident and assertive Reliable and trustworthy Proactive and enthusiastic
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 Wallington Family Practice
Address Jubilee Health Centre
Shotfield
Wallington
SM6 0HY
Employer's website https://www.wallingtonfamilypractice.nhs.uk/ (Opens in a new tab)