About this role
Job summary
We are looking to recruit two enthusiastic and motivated Receptionists. Experience of working in General Practice is desirable. Hours of work will be between 7.45 am and 7pm, Monday, Tuesday, Thursday, Friday. All candidates must be flexible with regards to working hours, as holiday and sickness cover may be required.
We are:
4 Partner Practice 3 Salaried GP's 2 AP's Dedicated Nursing Team 9654 patient list size EMIS clinical system Purpose built premises
You will be expected to deliver all aspects of general reception day to day tasks within the Practice and work with our established team to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries.
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, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working with our clinical and administration teams.
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.
Main duties of the job
Prioritising a busy workload, being a good team player and possessing the ability to deal with a wide range of clerical and administration duties in a busy environment is required.
Some duties of the post will include -
Answering the telephone.Arranging follow up appointments for patientsPrescriptions / Prescription enquiriesDealing with all aspects of emails through a shared inboxSupporting patients in using the NHS App and ither platforms used by the practice.Manning a busy reception desk and dealing with patient queries.Supporting our clinicians with general administrative tasks.Liaising with wider teams such as The Medical Examiner, Care Home Team, District Nurses on a regular basis. Please note this list is not exhaustive.
About us
We are a busy GP Practice based in Wigan Town Centre and we have a broad patient demographic.
We are based in a purpose built health centre and have on site parking.
We have a large and friendly Practice Team, which consists of,
4 Partners 3 Salaried GP's 2 AP's Dedicated Nursing Team ( 3 Practice Nurses, Nurse Associate, HCA ) Friendly Reception and Management TeamOur patient list size is 9654
Job description Job responsibilities GENERAL RECEPTION DUTIES
Greeting and booking in our patients for surgeries and clinics on the reception desk.
Making appointments on EMIS by processing appointment requests for today and future appointments by using AskMyGP.
Processing repeat prescriptions to EPS in line with the Practice Policy and Procedure.
Answer the telephone in a timely manner and make calls as required in a polite manner. Taking messages as necessary. Dealing with all telephone enquires/requests from patients and acting as liaison with the Clinicians when necessary.
Respond to all queries and requests for assistance from patients and visitors or refer to the appropriate person.
Receiving specimens from patients ensuring all their details have been recorded whilst following Health and Safety.
Scanning and processing documents
Opening and distributing mail
Ensuring reception area is left tidy and ready for use by incoming colleagues together with information about any unresolved or urgent matters.
Registration of new patients
Filing Patient records and correspondence were necessary.
Provide administrative support to clinical staff.
Deduction of Patients
To carry out any other duties to ensure the smooth running of the Practice.
Signposting our patients to other appropriate services within our community
Liaising with other health and social care professionals when required.
Confidentiality:
While 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, the Staff Handbook, and the Practice Infection Control Policy, this will include:
Using personal security systems with 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 Keeping own work areas and general/patient areas 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 recognises 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 nonjudgmental 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
Participate in audit where appropriate.
Communication
The post-holder should recognise the importance of effective communication within the team 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 respond accordingly.
Person Specification
Experience Essential
Skills: Excellent customer service, communication, and IT skills. Strong administrative abilities, including data entry and record keeping. Good time management and organizational skills. Ability to work under pressure and remain calm. Knowledge: Strict adherence to confidentiality. Understanding of the need to follow policies and procedures. Personal Qualities: Polite, friendly, and professional demeanor. Ability to work as part of a multi-skilled team. Ability to work independently with initiative. Patient and sympathetic, especially when dealing with upset or distressed individuals. Other Requirements Successful Disclosure and Barring Service (DBS) check.
Desirable
Experience: Experience in a similar role, particularly in a GP practice or NHS setting. Front-line or public-facing customer service experience. Skills/Knowledge: Familiarity with specific clinical software, such as EMIS. Other Requirements: Flexibility to work outside of standard hours.
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 The Dicconson Group Practice
Address Boston House
Frog Lane
Wigan
WN6 7LP
United Kingdom
Employer's website https://www.thedicconsongrouppracticewigan.nhs.uk/ (Opens in a new tab)