GP Practice receptionist - Late shift member

The role is for a late shift team member working 10.30am-6.30pm, Monday to Friday.

Overall Objective: We are looking for a courteous, efficient, and effective Receptionist to join our medical practice team. Reporting to the Practice Manager, the Receptionist will provide general assistance to the Practice team, while projecting a positive and friendly image to patients and visitors in person, via telephone, and email.

Main duties of the job: The Receptionist plays a key role in the efficient and safe running of the GP practice, providing high-quality administrative and patient-facing support while following practice policies and procedures.

• Responsibilities include managing medical records, arranging off-site storage of notes, filing and scanning correspondence, handling post, emails, photocopying, and processing form requests.
• The Receptionist will welcome and assist patients in person and by telephone, issue repeat prescriptions with appropriate checks, and provide cover across all reception areas as required.
• The role involves managing appointment and home visit requests using the practice's total triage system, registering new patients, updating patient details, and processing repeat prescriptions in line with practice guidelines.
• A working knowledge of the practice computer systems and telephony is essential.

Additional duties include: maintaining building security, restocking rooms, chaperoning patients when required, and supporting clinicians and managers with reasonable tasks.

The post-holder must maintain strict confidentiality, comply with data protection requirements, and promote health, safety, infection control, equality, and diversity. They are expected to communicate effectively with patients, carers, and colleagues, recognise alternative communication needs, and contribute to service quality through reflection, risk reporting, audits, and continuous improvement.

About us: Mayfield surgery are based in the heart of the Roehampton community and have a friendly and supportive practice team. We are an enthusiastic and forward-thinking team of health care professionals and administrative colleagues, committed to multi-disciplinary team working and offering patient-centred high-quality care.

We use a "Total triage" or "Modern general practice" pathway which ensures that all patient medical requests are reviewed by a clinician, prior to appointments being offered. This means that we can ensure the patients are seen by the appropriate service.

The Practice uses Accurx and Docman for Workflow management. We also outsource medical report requests.

Practice information:

• GP Training Practice
• PMS Practice
• Practice list size 6,800
• 3 Partners, 3 Salaried GPs, 1 Advance Nurse Practitioner, 1 Practice Nurse, 1 Nurse Associate, 1 Mental Health Liaison worker and 1 Drug and alcohol counsellor.
• ARRS roles including Pharmacists, Social Prescriber, first contact physiotherapist, and Health and Wellbeing Coach.
• GP led long term condition clinics.
• High QOF achievement.
• CQC rating of good across all areas.
• Strong links with PRIME PCN, Wandsworth GP federation and Wandsworth ICB team.

Job responsibilities:

• Administration: The Receptionist will have a thorough knowledge of all Practice procedures and work in accordance with written protocols. They will arrange sending off and delivery of notes via an offsite storage company, file and scan post in medical records, handle email, and photocopy requests, and process form requests.
• Reception: The Receptionist will receive and assist patients, consulting with members of the Practice team and other healthcare professionals within the practice environment. They will hand completed repeat prescriptions to patients and check names and addresses, and be able to cover all reception positions as necessary.
• Appointments: The Receptionist will process appointment requests from patients by telephone and in person and deal with home visit requests using our Total triage booking platform.
• Computer: The Receptionist will be responsible for the registration of new patients through computer data entry and medical records. They will also process patients' change of address through computer data and medical records while having knowledge of the Practice area. Additionally, they will process repeat prescription requests in accordance with Practice guidelines.
• Telephone: The Receptionist will have a working knowledge of the telephony system.
• Other tasks: The Receptionist will restock rooms, ensure building security at all times by having thorough knowledge of doors, windows, and alarm. They will make coffee for doctors and perform other tasks allocated by the Partners or Practice Manager. They may also chaperone patients during appointments.

Confidentiality: The Receptionist will have access to confidential information relating to patients and their carers. 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 Receptionist 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, making effective use of training to update knowledge and skills, using appropriate infection control procedures, reporting health and safety hazards and infection hazards immediately when recognized, keeping work areas clean and tidy, undertaking periodic infection control training (minimum annually), and reporting potential risks identified.

Equality and Diversity: The Receptionist will support the equality, diversity, and rights of patients, carers, and colleagues. They will act in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. They will respect the privacy, dignity, needs, and beliefs of patients, carers, and colleagues, and behave in a manner that is welcoming, non-judgmental, and respects their circumstances, feelings, priorities, and rights.

Personal/Professional Development: The Receptionist will participate in any training program implemented by the Practice as part of this employment. Such training will include participation in an annual individual performance review, 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: As the post-holder, you will play a crucial role in maintaining the quality of the practice. Your responsibilities include:

• Proactively identifying and reporting any quality issues and potential risks to other team members.
• Conducting regular self-assessment of your performance and taking accountability for your actions, whether directly or under supervision.
• Reflecting on your own and team activities to make suggestions for improving and enhancing the team's performance.
• Collaborating effectively with individuals in other agencies to ensure that patients' needs are met.
• Efficiently managing your time, workload, and resources to achieve the best possible outcomes.

Communication: Effective communication is essential for the success of the team, and as the post-holder, you should recognize its significance. Your duties include:

• Communicating effectively with other team members to ensure that everyone is on the same page.
• Communicating effectively with patients and their caregivers to ensure that their needs are met.
• Recognizing people's needs for alternative communication methods, such as sign language, and responding accordingly.

Contribution to the Implementation of Services: As the post-holder, you will have a vital role in implementing the practice's policies, standards, and guidance. Your responsibilities include:

• Applying practice policies, standards, and guidance in your work.
• Discussing with other team members how the policies, standards, and guidelines will impact your work.
• Participating in audits when appropriate to identify areas of improvement and contribute to the overall success of the practice.

Person Specification:

• Excellent interpersonal and communication skills.
• Strong organisational and time management skills.
• Ability to multitask and work in a fast-paced environment.
• Knowledge of medical terminology and electronic medical record systems.

Please note this list is not exhaustive. Given the continual changes within primary care and the NHS as a whole, we would expect a lead receptionist to be flexible and be able to adapt to ever-changing requirements.

Previous experience working in a medical practice or healthcare setting is desirable but not essential. Good understanding of EMIS Web is desirable.

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.

Depending on experience: £13-13.50 per hour.