About this role
Job summary
Wickersley Medical Practice are seeking a friendly, professional and highly organised GP Receptionist to join our busy hard working team.
As the first point of contact for patients, you will play a vital role in providing excellent customer service, managing appointments, handling queries and supporting the smooth day to day running of the practice. If you have strong communication skills , attention to detail, and a passion for helping others, we would love to hear from you.
Main duties of the job
Main duties of the job
The role involves handling telephone calls, making appointments with the appropriate clinicians, taking messages from callers and passing them to the relevant people.
Deal with all general enquiries, explain procedures and make new and follow-up appointments.
Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Greeting patients as they arrive for appointments and dealing with any queries.
Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Processing prescription requests.
Take action on clinicians requests for further information / patient contact information etc. (includes computerised practice notes), ensuring completion of all associated paperwork.
Signposting patients to the appropriate clinician.
Processing the registering and de-registering of patients, accepting their paper medical records and returning them as required.
About us
Overview of your organisation
Wickersley Medical Practice is a small cohesive practice in Wickersley, one of the leafy suburbs of Rotherham.
We have a great team of four partners: two nurses: two HCAs and a team of twelve support staff providing care for our 7,000 patients of mixed social-classes.
We are a SystmOne practice with an excellent use of IT software such as AccuRx, MS Teams.
Working from Wickersley Health Centre we are easily accessible from the M18 and are only 10 minutes from the M1 / Sheffield Parkway. We are high QoF achievers supported via SystmOne clinical software.
Job description Job responsibilities
GENERAL
Deal with all general enquiries, 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 consultation are seen in a logical and non-disruptive manner.
Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
The Receptionist will adhere at all times to the practices agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times.
TELEPHONES
Reception staff will answer the various incoming outside lines into reception and also the internal lines.
Handle patients telephoning with an emergency in accordance with the practices protocol. Provide future/on-the-day appointments/telephone advice slots with team members in accordance with the outcomes of our Triage system. Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies. Forward calls to team members. Answer patient enquiries. Record and pass on messages. Assist patients checking the availability of their prescription or with a query. RECEPTION DESK
Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive:
Handle patients presenting at reception as an emergency in accordance with the practices protocol. Assist patients to check in for their appointments. Process requests for repeat and acute prescriptions. Pass out prescriptions for collection and answer associated queries. Advise walk-in patients about how to access the service according to patient need. Take requests for repeat prescriptions. Welcome and provide practice information/registration protocol details for patients wishing to register with the practice. Process changes of address/patient details. Record and pass on messages. RECORDS
Receptionists will contribute to the updating and maintenance of all patient records. This will include the following. The list is not exhaustive:
Update registration and clinical details. Input new patient registration data. Transmit new registration and de-registration data updates to Practitioner Services (registration details and records transfers). Provide data for house calls (printed visit summary sheets). Process incoming new patient records including arranging summarisation. MESSAGES
Receptionists will accurately record and pass on patient details and the content of the message in accordance with the practices message protocol.
PRESCRIPTION REQUESTS
Receptionists will take and action requests for repeat prescriptions over the telephone and in person in accordance with the practices Repeat Prescription Protocol.
Process GPs requests to amend patients repeat prescribing records in accordance with the practices Repeat Prescription Protocol. Print repeat and acute prescriptions requested by patients and pass on for signature in accordance with protocol and within agreed timescales. Direct signed prescriptions in the appropriate direction (pharmacy/post/for collection). CONTACTING PATIENTS
Receptionists will contact patients by phone or using standard letters in accordance with doctors instructions and to agreed timescales.
PATIENT TRANSPORT Receptionists will book patient transport in accordance with local arrangements and within agreed timescales.
Receptionists will ensure that they record any deaths according to the practices protocol and inform the appropriate professionals in the practice.
Processing payments,Receptionists will accept and process payments for non-NHS services provided by the practice.CommunicationReceptionists will:
Communicate effectively, promptly and courteously with patients, carers and relatives. Use the most expedient and appropriate means to communicate information to other team members. Communicate appropriately and accurately with colleagues outside the practice and with due reference to the common law of confidentiality and the Data Protection Act. Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Collapse/Security protocols). Be aware of Child Protection issues and communicate concerns in accordance with practice protocol. QUALITY AND PERSONAL DEVELOPMENT
Receptionists will:
Participate in the practice appraisal system. Perform tasks to the best of their ability and contribute to the performance of the team. Take action to report/tackle identified issues which affect quality or present risk to patients, team members or the practice. CONFIDENTIALITY
In the course of their duties, receptionists will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential.
Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected.
HEALTH AND SAFETY
All receptionists will be aware of and comply with the practices Health and Safety Policy. This will include:
Minimising risk to self and others in the workplace. Identifying and reporting hazards/risks and contributing to control measures. Adhering to all relevant policies including infection control, cold chain Contribute to keeping the working area and patient areas tidy and free from hazards. Using protective equipment and clothing if necessary and in accordance with the practices policy. Attending regular Health and Safety training. EQUALITY AND DIVERSITY
Receptionists will comply with the practices Equality and Diversity Policy, including:
Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity.
Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity. Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010 COMPLAINTS
Receptionists will provide patients who wish to complain with a copy of the practices complaints procedure and will explain how a patient should proceed if they want to complain face to face or in writing.
HOLIDAY / SICKNESS COVER
When colleagues are absent due to annual leave or sicknesses, it is a requirement that all reception staff will need to provide the appropriate cover, therefor a high level of flexibility will be required for this position.
OTHER DUTIES
Receptionists may, from time to time, be asked to undertake other reasonable duties, with appropriate training and it expected that agreement to this will not be unreasonably withheld.
The Receptionist will from time to time undertake work on special projects as agreed with the Practice Manager and/or GPs.
Person Specification
Experience Essential
Clear and concise communications skills. Friendly and approachable with the ability to deal with challenging people. Ability to prioritise. Accurate documenting of information. Teamwork. Able to work under Pressure.
Desirable
Desirable criteria Previous experience of working in Primary Care Experience of working with SystmOne GP Clinical System. Experience working with the Anima Triage system.
Qualifications Essential
English Grade D or above or Grade 3 or above Mathematics Grade D or above or Grad 3 or above
Desirable
Qualified to NVQ level 2 or 3
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 Wickersley Medical Practice
Address Wickersley Health Centre
Poplar Glade
Wickersley
Rotherham
South Yorkshire
S66 2JQ
United Kingdom
Employer's website https://www.wickersleymedicalpractice.co.uk/ (Opens in a new tab)