Reception Coordinator in Orpington

This role is very fast-paced and demanding and may be expanded in accordance with practice requirements and the changing demands in primary care. The post-holder will be the first point of contact for patients and visitors to Ballater Surgery. The role involves providing a professional, efficient, and courteous reception service, ensuring patients can access appropriate care in a timely and equitable manner in line with NHS England access standards. The post holder will support the smooth day-to-day running of the practice by coordinating front-of-house operations, assisting with administrative tasks, and maintaining patient confidentiality at all times. The post-holder may be required to undertake other duties appropriate to the role as delegated by the Practice Management Team and will need to be able to demonstrate flexibility to cover shifts that have not been covered due to sickness or leave. The post holder will at all times actively further the main aims of the practice, i.e. to provide efficient, holistic patient-centred care which is of high quality, is easily accessible and which is complementary to the GP.

Main duties of the job:

• Receiving patients consulting with members of the practice team
• Be able to cover all reception positions (triage, administration) as necessary
• Process appointment requests for triage, future appointments from patients by telephone and in person with the appropriate clinician
• Registrations of temporary patients. Ensuring patient paperwork is complete for registrations and suitable ID is provided.
• Have working knowledge of telephone
• Following opening and closing procedures
• Ensure building security have thorough knowledge of doors/windows/alarm
• Action and respond to tasks by colleagues
• Support of Practice Management in any other administrative tasks that arise during the year.
• Producing a monthly rota for the reception team
• Support receptionists in their day-to-day role

Person Specification:

• Excellent communication and interpersonal skills
• Ability to work under pressure and prioritise workload
• Understanding of confidentiality and data protection
• Previous experience in a GP surgery or NHS setting
• Knowledge of EMIS, Ardens, Docman
• Awareness of NHS Services and patient pathways

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 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, to 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. Reporting potential risks identified.
• 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

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 people's 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 team's 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 and will strive to:

• Communicate effectively with the Practice team
• Communicate effectively with patients and carers
• Recognise people's 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.

Safeguarding Responsibilities:

Ballater Surgery is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. All staff, including receptionists, have a duty to:

• Be aware of safeguarding policies and procedures
• Recognise signs of abuse, neglect, or vulnerability
• Report any concerns promptly in line with practice safeguarding protocols
• Complete safeguarding training appropriate to their role, in line with national competency frameworks
• Maintain professional boundaries and act in the best interests of patients at all times

Safer Recruitment:

Ballater Surgery is committed to safer recruitment practices to ensure the protection of patients and staff. This post is subject to:

• Disclosure and Barring Service (DBS) check
• Verification of identity and right to work in the UK
• Satisfactory references, including most recent employer
• Appropriate employment history checks
• Ongoing safeguarding training and monitoring

All staff are expected to share this commitment and uphold safeguarding responsibilities as part of their role.