Receptionist/Administrator GP Surgery in Newton Aycliffe

We have an exciting opportunity for 1 friendly, enthusiastic and highly motivated Receptionist to come and join our team. Shift pattern for this vacancy (30 hours): Monday 8-6.30, Tuesday 8-8, Wed off, Thurs off, Fri 8-6.30. (Could be subject to slight changes). Weekend shifts to be worked on a Rota basis.

We are a busy practice offering lots of different services outside of normal GP practice work including out of hours services, enhanced access services, Care Home service, paediatric service, Ear Nose and Throat service and a Urology Service.

Main duties of the job

As a Receptionist, you will be the first point of contact with the Practice. You are expected to be professional and courteous at all times. Main duties include:

• Answering telephone calls for patients to book appointments and deal with enquiries.
• Liaising with other services and members of other teams.
• Dealing with online enquiries and e-consultations from patients.
• Front desk work dealing with patients face-to-face.

About us

Jubilee Medical Group is an established GP practice based in Newton Aycliffe with a branch site in Shildon. We have approximately 12,000 registered patients. We are open 8-8 Monday to Friday, Saturday 8-5pm and Sunday 8-4pm. We are also open on all bank holidays for the out of hours service.

The practice is passionate about providing additional services to our local community, currently offering consultant-led Paediatric and ENT clinics, out of hours access and home visits (including weekends and bank holidays) to all patients registered within our Primary Care Network. We also have a dedicated team of Advanced Nurse Practitioners supporting our local care homes ensuring our elderly population receive the appropriate clinical care and monitoring on a weekly basis. The practice has been operating as a Covid Vaccination Site since December 2020.

Job responsibilities

The purpose of the role is to:

• 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, including the provision of secretarial and clerical support to clinical staff and other members of the practice team.
• 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 administration 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 management team, 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.
• Maintaining and monitoring the practice appointments system.
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.
• Processing and distributing incoming (and outgoing) mail.
• Taking messages and passing on information.
• Filing and retrieving paperwork.
• Processing repeat prescriptions in accordance with practice guidelines.
• 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 members and associated healthcare agencies and providers.
• Clearing and re-stocking of consulting rooms as required.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Ordering, re-ordering and monitoring of stationery and other supplies.
• Dealing with clinical waste.
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

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 assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, free from hazards.
• Actively reporting health and safety hazards and infection hazards immediately when recognised.
• 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 (minimum annually).
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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 within the team and will strive to:

• Communicate effectively with other team members.
• 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.

Person Specification

Experience: Able to work as part of a team and maintain confidentiality. Demonstrate good communication skills and customer service. Experience of working in a GP practice and using System1 however this is not essential as training can be provided.

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.