About this role
Job summary
We are seeking an experienced, enthusiastic team focussed individual with a passion for patient care to join our friendly supportive team, and help us to continue to deliver quality, patient centred medical care to our local community.
This is a permanent, part-time position, working 24 hours per week. These regular hours will include shifts between 7.45am - 6.30pm and will include working all day Friday.
This is an important and essential front-line role at the practice; our receptionists are the first contact our patients have with the practice. You must be able to demonstrate excellent communication skills, can remain calm under pressure and be able to multi-task whilst dealing with frequent interruptions.
Staff cover for holiday and sickness is shared amongst the team, flexibility is key.
We would welcome applications from organised, adaptable, and friendly individuals, who are keen to help us maintain our delivery of a high standard of patient care to our practice population.
Please see the job description and person specification for full details
Main duties of the job
Job Summary: Receive, assist and direct patients in accessing the appropriate service or healthcare profesional in a courteous, efficient way. 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.
Provide administrative support and services to all members of the practice team
About us
Our busy, yet community minded practice is situated within beautiful, rural Suffolk countryside, between Bury St. Edmunds, Haverhill and Newmarket, serving a patient population of approx. 5,200. Our clinical system is SystmOne, and we are proud of our consistently high achievement in the Quality and Outcomes Framework [QOF]. We work collaboratively with West Suffolk Rural Primary Care Network [PCN]
Supporting your work life balance and professional development is important to us, and we are happy to discuss any requirements with you. We offer the following benefits
Supportive and friendly environment
20 days holiday [pro rata] + bank holidays pro rata
NHS pension
Peer support
Free car parking
Job description Job responsibilities
Provide additional hours cover for holidays, sick leave and additional clinics at seasonal times of the year.
Main duties
Greet patients and visitors to the practice, respond and/or redirect accordingly. Book in, amend and cancel patient appointment in line with practice appointments procedures ensuing optimum efficiency of the appointment system. Ensure that patients without appointments but who need urgent consultations are booked into appropriate slots and referred to a GP where necessary. Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols. Print off home visit summary sheets. Ensure computerised appointment system is up-to-date. Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed. Set-up of new patients onto the computer system. Advise patients of relevant charges for private services, accept payment and issue receipts for same. Ensure correspondence, reports, results etc. are filed electronically in correct patient record. Ensure reception and waiting areas are kept neat and tidy Re-stocking of information leaflets, registration and information packs, as appropriate Answering incoming telephone calls, ensuring calls are documented and redirected accordingly. Undertake administration tasks as allocated by line manager. Ensure up-to-date maintenance of both computerised and manual filing systems [i.e. patient notes]. Check emails on a daily basis. Regularly check and action messages and tasks on clinical system Receive samples in accordance with surgery protocols Send urgent referral forms to hospitals etc. when required Action daily tasks from the reception duty check list This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time.
Work safely at all times in accordance with Legislative requirements, Infection Control and Practice Policy and Procedures.
Equipment and Machinery
Personal Computer system including internet activity which is utilised as a means of communication both internally and externally To manage and record patient appointments, registering new patients' data, accessing patient data as necessary and when undertaking audits Photocopying machines. The post-holder is responsible for, in concert with others, maintaining the accuracy of the Practices Clinical System
Assignment of work
The post-holders work assignment is determined by the requirements of the Practice, GP Partners, the Practice Management team and the patients.
The Practice Management Team provides immediate line-management for the post-holder. However, the post-holder is expected to be self-directed and self-motivated using their own initiative and requiring minimum input from the Manager. The Post-holders work is formally reviewed by annual appraisal by their line manager.
The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements.
Decisions and judgements
The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:
Establishing and maintaining effective lines of communication with the GPs and Practice Management Team Communicating clearly and effectively with staff to aid the smooth running of the Practice. Responding to requests or queries for support as they arise in an appropriate and timely manner. Prioritising workload and requests for support. Making the most effective use of resources available. Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations.
Most Challenging part of the Job
Managing the many conflicting priorities that the post requires
Working with protocols and workflows that subject to change and evolve, keeping abreast of current practice.
Ensuring practice protocols are followed for the prioritisation of work.
Providing and maintaining a professional and effective dialogue with patients.
Communication and relationships
Internally with the GPs, Practice Management Team and colleagues to help ensure that practice aims and objectives are met.
Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice.
Externally with patients registered at the Practice.
Physical, Mental, Emotional and Environmental demands of the Job
The post-holder is required to have keen hand/eye co-ordination to undertake his/her primary task.
The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion.
The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy.
The post-holder is often required to work independently of others and to be self-determined.
The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations.
Knowledge training and experience required to do the job
The post-holder must be understanding and approachable to patients and able to respond to patient requests
The post-holder is required to have well-developed keyboard skills.
The post-holder must be able to communicate effectively and collaboratively across varied staff disciplines.
The post-holder must clearly understand the importance of maintaining patient and data confidentiality
Educated to GCSE level or equivalent
Has good Microsoft Excel and Word knowledge
Is willing to undertake further training as required and agreed
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Person Specification
Experience Essential
Abiity to handle patient enquiries and complaints Working within policies, procedures and guidelines Experience of working within a team and independently Experience of working in an ever-evolving environment with an ability to cope with regular changes
Desirable
Experience of working in a GP practice Good level of experience and understanding of SystmOne, in particular, booking and managing appointments
Personal Qualities & Attributes Essential
Ability to work on own initiative without supervision and prioritise own workload, achieving targets Ability to solve problems independantly Ability to work under pressure with conflicting demands Self-motivated Ability to relate to all levels of the organisation confidently and effectively Ability to create and maintain effective working relationships Ability to work in line with strict guidelines in respect of confidentiality A positive, cheerful disposition with a calm and clear friendly tone of voice
Qualifications Essential
Educated to GCSE level or equivalent Microsoft Excel, Word and Teams at a basic to intermediate level Willingness to undertake further training as required and agreed
Desirable
Chaperone Training Customer Service or related qualification Basic Life Support and Safeguarding Training
Skills & Aptitudes Essential
Customer/patient care awareness and skills Strong communication and interpersonal skills Effective time management skills Strong organisational skills and attention to detail A tenacious attitude to completing tasks and working through a list of targeted patients An eagerness to learn and explore specific IT systems
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 Wickhambrook Surgery
Address Nunnery Green
Wickhambrook
Newmarket
Suffolk
CB8 8XU
United Kingdom
Employer's website https://www.wickhambrooksurgery.nhs.uk/ (Opens in a new tab)