Medical Receptionist in Scarborough

Ayton and Snainton Medical Practice has an exciting opportunity for an enthusiastic, hardworking individual to join our busy Reception Team. You must be able to work well as part of a team and have excellent communication skills.

Main duties of the job

• Excellent communication and customer service skills
• Ability to be discreet / respect patient confidentiality
• Previous experience in a similar role is desirable but not essential

We have two roles available within the team. One is for 17 hours per week and the other is for 20 hours per week. The hours will be between 07.45 a.m. and 20:00 p.m.

About us

Ayton and Snainton Medical Practice is a forward-looking practice which offers high quality care to patients. We have a multi-skilled supportive and friendly team and we have a vacancy for a Medical Receptionist. Being the first point of contact for our patients makes you an ambassador for our service so your excellent communication skills are key to this role. This is a permanent role and flexibility is essential to provide adequate cover for holiday and sickness for your colleagues. In return we can offer you a happy working environment, so bring your ideas and collaborate with us in continually improving the care of our patients.

Job responsibilities

• Work alongside existing reception and dispensary staff to provide a sensitive, efficient and confidential service to patients
• Offer 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
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Undertake a variety of administrative duties to assist in the smooth running of the practice
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Duties and Responsibilities

The duties and responsibilities to be undertaken by members of the practice reception 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 Patient Services Manager, 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
• Processing personal and telephone requests for appointments. Deal with requests for visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Registering new patients on the SystmOne computer system and any temporary residents as necessary
• Dealing with samples, forms and enquiries regarding the result of investigations.
• Preparing notes and computer printouts for surgeries and home visits
• Taking messages and passing on information
• Filing and retrieving paperwork
• Booking Ambulances at the doctors request
• Collect private fee payments
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Providing clerical assistance as required, including filing, photocopying and scanning
• Keeping the reception and waiting area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Check doctors rooms at the end of each surgery for samples/paperwork
• Providing relief cover for other receptionists due to holidays/periods of absence due to sickness
• Any other tasks which may be considered appropriate to the post of Receptionist.

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 & Safety

The post-holder will implement and lead on a full range of promotion and management their own and others health and safety and infection control as defined in the practice Health & Safety Policy and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

• 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
• Responsible for correct hand hygiene
• 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 holder's role
• Undertaking periodic infection control training

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 recognizes 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 non-judgmental 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 your own time, workload and resources.

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.

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.

Policy and Service Development Implementation

Comply with practice policies and procedures as defined within the staff handbook and the practice policy library.

Responsibilities for Financial and Physical Resources

Undertake to manage the private fees process for patients, being aware of the procedure to follow.

Responsibilities for Human Resources

Assist with training new staff as required. Provide annual leave / sickness cover as necessary. Attend all mandatory training sessions and undertake any additional training required to fulfill the requirement of the role.

Freedom to Act

Follow standard operating procedures and guidelines. This job description contains the principal duties of the post and a range of other duties is implicit in these. The duties may be amended from time to time to reflect any changes in the needs of the service in discussion with the post holder.

Safeguarding Children and Vulnerable Adults

To ensure awareness and be alert to, the signs and symptoms of abuse in children through regular participation in mandatory and refresher child protection training. To be familiar with all relevant Safeguarding Children and Young People, policies and procedures and contact points, taking the appropriate action when there is knowledge or suspicion of a child who has been subject to abuse. To be familiar with all relevant Safeguarding Vulnerable Adults, policies and procedures and contact points, taking the appropriate action when there is knowledge or suspicion of a vulnerable adult who has been subject to abuse.

Community Infection Prevention and Control

In order to comply with the Health and Social Care Act 2008: code of practice on the prevention and control of infection and related guidance, it is the responsibility of every member of staff to prevent and control the spread of infection and to follow the organisation's Infection Prevention and Control Policies. They will also ensure that they perform the correct hand hygiene procedures as described in the Hand Hygiene Policy. All staff contribute to effective antimicrobial stewardship through prevention and timely diagnosis of infection, and use of antimicrobials. All staff contribute to the standards of cleanliness and are aware of the person who has direct responsibility for ensuring the cleanliness standards are maintained.

Person Specification

• Clear, polite telephone manner
• Ability to work as a team member
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Reception work in a medical environment
• Experience of working with the general public / patients
• Competent in the use of Office
• Capable of managing cash/card payments

Qualifications

• Good standard of general education
• Customer Service Qualification
• 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.