Daytime Receptionist

An exciting opportunity has arisen to work alongside the management team in assisting with the running of the Bromley GP Alliance services.

Hours: 24.5 hours per week

Working Pattern: Monday 8am to 6pm, Wednesday 8am to 4pm, Thursday 8am to 4pm

Main duties of the job:

• Manage patient requests to book clinical appointments for services offered by BGPA
• Manage patient enquiries and cancellation requests efficiently and swiftly ensuring patient satisfaction
• Support and action administrative emails
• Liaise with GPs and host practices to obtain relevant information to help with the running of the services
• Provide administrative support to all services
• Provide administrative assistance to the operational team as required
• Undertake a wide range of administrative duties ensuring information is managed correctly, filed and followed up accordingly
• Once trained, competent in both EMIS & ERS systems
• Have working knowledge of all software and hardware, i.e., photocopier, email, patient information system
• Support the management team in training new staff when required

Job Summary: To work alongside the management team in assisting with the running of all Bromley GP Alliance services.

Personal/Professional Development:

• Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Participate in any training programme implemented by the management team
• Effectively manage own time, workload and resources
• Assess own performance and development and take accountability for own actions, either directly or under supervision.

Communication:

• Demonstrate interpersonal skills when dealing with all levels of staff across the BGPA using persuasion, tact and reassurance where necessary.
• Deal with all telephone calls related to the services, ensuring callers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.
• Handle confidential patient material in a sensitive and discreet fashion in compliance with Bromley GP Alliance policy and procedure.
• Influence, motivate and involve individuals and teams to reach necessary performance target expectations.
• Liaise with other departments and members of the Bromley GP Alliance and other organisations to ensure the smooth running of the office and assist the functioning of the team.

The post holder is required to follow Bromley GP Alliance policies and procedures which are regularly updated including: Confidentiality / Data Protection / Freedom of Information. Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the Bromley GP Alliance FOI procedure if they receive a written request for information. Post holders must always fulfil their responsibilities regarding the Bromley GP Alliance's Equal Opportunities Policy and equality laws.

Health and Safety: All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trust's health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.

Infection Control: All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs. All post holders must comply with the Bromley GP Alliance infection screening and immunisation policies as well as be familiar with the Trust's Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps. All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with the Trust's use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses to improve services. Post holders must also attend training identified by their manager or stated by the Trust to be mandatory.

Safeguarding children and vulnerable adults: Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. It is the Trust's policy to promote health. Smoking, therefore, is actively discouraged. It is illegal within Trust buildings and vehicles.

Review of this Job Description: This job description is intended as an outline of the general areas of activity and will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post holder.

Person Specification:

Skills & Abilities:

• Good computer literacy skills including knowledge of Word, Excel and Outlook.
• Excellent communication skills, both verbal and written.
• Excellent grammar, spelling and punctuation.
• Good interpersonal skills.
• Good organisational skills.
• Ability to communicate effectively with professionals at all levels.
• Ability to work on own initiative, without supervision and to prioritise own workload.
• Ability to work under pressure in potentially stressful situations.
• Ability to work as a team.
• Ability to learn new systems.
• Previous experience of using EMIS/Accurx/ERS.

Experience:

• Previous experience of working in a busy Receptionist/Administrative role.
• Experience of working in a receptionist role in a healthcare organisation.

Qualifications:

• Educated to GCSE level grade C/4 or above in Maths and English.

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.