About this role
Job summary
Adderley Green Medical Services is seeking to recruit a Receptionist to join our established and supportive team.
This is a full-time position; however, part-time hours or a job share arrangement may be considered. The post holder will be required to work across both our Meir and Longton practice sites.
Flexibility is essential for this role, as the successful candidate will be expected to provide additional cover during periods of annual leave and sickness.
We are looking for a confident, self-motivated individual with excellent communication and organisational skills, and the ability to work effectively within a busy and sometimes pressurised environment.
Previous experience in a General Practice setting is desirable but not essential, as full training will be provided. Candidates must have strong IT and administrative skills and be able to work both independently and as part of a team. Experience of EMIS Web would be advantageous.
Main duties of the job
The post holder will:
Receive, assist and care navigate patients to access the most appropriate service or healthcare professional in a courteous, efficient and effective mannerProvide general administrative support to the practice teamDeliver a high standard of customer service to patients and visitors, both face-to-face and via the telephoneMaintain patient confidentiality at all times in line with practice policiesSupport the smooth day-to-day running of reception and administrative functions
About us
Adderley Green Medical Services is a forward-thinking primary care provider delivering high-quality GP services to patients across Adderley Green Surgery and Willowbank Surgery.
We are a patient-centred, multidisciplinary organisation where our dedicated practice team and Primary Care Network staff are committed to delivering excellent care to our diverse population.
We are an accredited teaching and training practice, working in partnership with Keele University and the West Midlands Deanery. We are committed to supporting staff development and actively encourage opportunities for learning and career progression.
Job description Job responsibilities
Duties and Responsibilities
The duties and responsibilities to be undertaken by members of the Practice Receptionist 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 Practice Manager or Senior Receptionist dependent on current and evolving Practice workload and staffing levels:
Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols. Prior to leaving on an evening, ensure the building is secured.
Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
Deal with all general enquiries efficiently and courteously and when necessary in private, explain procedures and make new and follow-up appointments.
Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultations are seen in a logical and non-disruptive manner by care navigating patients and signposting to the the appropraite health care professional or other community services available.
Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Processing telephone requests ,in person requests for appointments, visits, telephone consultations, online consultations, email, system messages and ensuring callers are directed to the appropriate healthcare professional.
Take messages, ensuring accuracy of detail and prompt appropriate delivery.
Process tasks.
Enter requests for home visits onto the computer system, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Printing summary printouts for visits.
Photocopying.
Viewing the Internet/online services for messages and dealing with them.
Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours.
Print blood forms.
Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
Enter/amend patient information onto the computer as required.
Invite patients to attend for screening appointments
Completion of forms as necessary.
Process samples received from patients following the specimen handling protocol.
Dealing with urgent results for the GPs.
Liaising with local hospital etc as required.
Covering for absent colleagues as and when necessary.
Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
Maintain 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 and Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health and Safety Policy, and the Practice Infection Control policy and published procedures. 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 free from hazards;
Actively reporting of health and safety hazards and infection hazards immediately when recognised;
Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role;
Undertaking periodic infection control training (annually);
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 recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and currentlegislation
respecting the privacy, dignity, needs and beliefs of patients, carers andcolleagues
behaving in a manner which is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practiceas 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 orunder 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 theteam 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 respondaccordingly.
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
Qualifications Essential
Good standard of general education GCSE Mathematics C or above GCSE English C or above
Experience Essential
Experience of working with the general public Experience of reception & administration work Experience of working within General Practice
Skills Essential
Excellent IT skills Excellent communication and telephone skills
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 Adderley Green Medical Services Ltd
Address Longton Health Centre
Drayton Road
Stoke-on-trent
ST3 1EQ
United Kingdom
Employer's website https://www.adderleygreensurgery.nhs.uk/ (Opens in a new tab)