Medical Receptionist @ Hartlepool & Stockton Health [H&SH]

Job summary

We are looking for a friendly, enthusiastic, and resilient Receptionist to join our forward-thinking and welcoming team on a 12-month fixed-term maternity cover contract. You will be part of a supportive environment where training and development are built into the role from day one.

The successful applicant will deliver a high-quality, professional reception and administrative service to patients, colleagues, healthcare professionals, and visitors. You will be the first point of contact for patients, helping to ensure a positive, efficient, and compassionate experience.

McKenzie Group Practice is a large, SystmOne and GP training practice serving approximately 25,000 patients. Our clinical team includes 10 GP Partners, 6 Advanced Nurse Practitioners, Pharmacists, Social Prescribing Link Workers, and Mental Health Practitioners. We pride ourselves on our friendly, supportive, and forward-thinking culture.

This role may involve working across multiple practice sites within Hartlepool and occasional lone working once competent. The successful applicant must be available to work between the hours of 8:00am and 6:00pm on a rota basis.

This post is offered on a 12-month fixed-term maternity cover contract, subject to the return of the substantive post holder.

If you are passionate about providing excellent patient care and customer service and would like to join a friendly and progressive practice, we would love to hear from you.

Main duties of the job

Provide a professional, courteous first point of contact for patients in person, by telephone, and online. Book and manage patient appointments, including home visits and interpreter services. Process prescription requests and patient registrations. Use the SystmOne clinical system (training provided) to manage patient records accurately and confidentially. Support clinicians with administrative tasks, including scanning and filing. Manage general reception duties, such as sorting post, maintaining supplies, and keeping work areas tidy. Recognise urgent or emergency situations and take appropriate action. Signpost patients to the most appropriate services in line with practice protocols.

About us

At Hartlepool and Stockton Health GP Federation our guiding aim is to improve the health and wellbeing of local people. Relationships are key to everything we do and by working with our practice members and their Primary Care Networks, as well as other local partners, we strive to provide excellent services that help people to live their best lives.

As part of this support, we are hosting this job advert on behalf of McKenzie Group Practice.

Job description Job responsibilities

Undertake all aspects of reception and administrative duties across ALL McKenzie Group Practices, including potential lone working.

To undertake these duties without direct supervision, working within broad procedural guidelines.

To ensure that total confidentiality is maintained in that no information about patients, either medical or personal, is disclosed to persons other than those employed by, or attached to, the Practice for which such information is relevant.

Good communications are extremely important within the practice, with both patients and with outside agencies and you will be expected to help ensure that everyone who you come into contact with, holds the practice in high regard. Absolute discretion is required in protecting patients confidentiality.

To provide a professional, courteous and efficient first point of contact for McKenzie Group Practice/Gladstone House Surgery for patients seeking health information or healthcare assistance.Answer general enquiries from patients/agencies/healthcare workers in a professional and efficient manner via all routes e.g. face to face/telephone/onlineBook a wide range of appointments for patients accessing servicesCare navigationUsing eConsultation and eLite for patientsDeal with requests for prescriptions in conjunction with the Meds team ensuring requests for prescriptions are dealt with within two working days or ordering. Grant access to online services in line with practice policyBooking of home visits as per practice policyRefer electronically to SPA via SystmOneCarry out the process of new patient registrations and be familiar with relevant documentation required and carry out initial registration onto the SystmOne Use TPP SystmOne clinical system and decision support software as required for all patient contacts registered/non-registeredUse clinical coding for recording on patients electronic record as requiredSummarise medical recordsSending of Notification of Infection Diseases forms to HPA Agency via email Inform patients of test results and any actions required, chase up if necessary Deal with blue light ambulance requests Booking an interpreter when requiredCalling and recalling patients as part of the practice recall system Recognise through appropriate training and use of decision tools as required urgent and emergency patient conditions and direct patients to the appropriate clinician or emergency servicesMaintain an efficient filing system of patients medical records where requiredMaintain efficient filing systems of office and Medical Centre documentationContribute to the smooth and efficient delivery of healthcare services by providing signposting, using information systems appropriate to patient needInputting and retrieval of data using computer systems, ensuring all information is recorded accuratelyProcess all removals from the practice list, print off computer records and merge with original records folder and return to PCSE for patients leaving the practice list.Scanning documents into clinical and office computer systemsDocumenting requests for medical reports/patient informationDeal with amendments to patients details, including change of name, address and telephone number. Ensure computers/rooms/reception area ready for use at the beginning of each day and all systems securely closed down at the end of a working dayEnsure ample supply of sample forms and bottles, ICE paper etc. are kept in receptionUpdate collection folder, remove any old forms/letters and file in patients notesAdvise patients of relevant charges for private services in accordance with the Non NHS fees policy, accept payments for these and issue receipts for the sameDeals with and action any change of addressesTake part in Medical centre meetings/training/1:1s and development of the serviceUndertake further training and development as identified at an individuals personal development reviewUndertake an annual performance appraisal and work to personal performance objectivesMaintain strong links through multi-agency workingEnsuring patient information is reported back to patients own practice in agreed time lines where relevantAttend all statutory and mandatory training Take on any other duties consistent with the development of the role as requiredOpening of internal post and sorting as per practice protocolOpening and closing up of the surgery each working day ensuring consulting rooms and tidy and secureMaking tea/coffee for staffThis is not intended to be an exhaustive list of duties and responsibilities of the post and the post holder may be requested to carry out any other duties appropriate to the post.

The post may change over time to meet business requirements and the job description may be changed after consultation with the post holder at any time

Working Environment

Carry out routine checks to ensure your workstation is clean and tidy at the start and end of your shift.

Ensure all equipment in your workstation is operational and up to date and report any issues to your line manager.

Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.

Health & Safety

Assist in promoting and maintaining your own and others health, safety and security as defined in the Practice Health and Safety policy. Ensure that any hazards in your working area are reported immediately to your line manager.

Confidentiality

Ensure patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols

Performance/Professional Development

To participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.

To participate in regular appraisal meetings.

To participate in regular team meetings.

Equality & Diversity

To support the equality, diversity and rights of patients, carers and colleagues according to Practice protocol.

Working with Patients

To work in partnership with our patients to help them achieve better health outcomes.

To offer a polite, friendly and efficient level of customer service to all our patients.

Dignity and Respect

To treat patients, colleagues and visitors with dignity and respect at all times.

Feedback

To listen to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.

CQC

To work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.

To offer suggestions to the management team on how we can improve, progress and develop all processes relating to CQC.

Any Other Duties

Any other duties as may be determined by the Business Manager and Partners.

Person Specification

Qualifications Essential

Good standard of general education.

Experience Essential

Excellent communication and customer service skills. A professional and confident telephone manner. Ability to remain calm and effective in a busy environment. Strong organisational skills and the ability to use initiative. Good IT skills, including experience using Microsoft Office. Professional, adaptable, and team-focused approach.

Desirable

Previous experience working in a GP practice or healthcare setting. Familiarity with SystmOne. Previous reception or administrative experience.

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 Hartlepool & Stockton Health [H&SH]

Address McKenzie Group Practice

McKenzie House

17 Kendal Road

Hartlepool

TS25 1QU

United Kingdom

Employer's website https://www.hartlepoolandstocktonhealth.co.uk/ (Opens in a new tab)