Medical Receptionist in Stoke-on-Trent

An exciting opportunity has arisen for an experienced, motivated, and hardworking individual to join our team as Receptionist/Administrator. This will include contact with patients face to face and over the telephone in a busy setting. The successful candidate will also perform administrative duties.

Hours of work: Monday, Tuesday and Wednesday 8.00am-6.30pm and Thursday 8.00am-6.00pm, 37.5 hours per week.

Job Summary:

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Provide 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.
• Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team.
• Covering for colleagues when on holiday or off sick.
• To attend staff and team meetings as necessary.
• To provide reception cover for extended hours opening as requested.

We are a friendly practice, with the emphasis on teamwork. Our clinical team comprises 3 GP Partners, 1 Salaried GP, 1 Clinical Pharmacist, 3 Nurse Practitioner Prescribers, 1 Practice Nurse, Nurse Associate plus PCN staff. Full administration support from 1 Practice Manager, Management Team plus Administrators.

Duties & Responsibilities:

• Deliver all services to a high standard and in a timely, effective and efficient manner and in accordance with practice policy.
• Act as first point of contact for day to day enquiries from patients, healthcare professionals and other agencies.
• Answer telephones and other communications and deal with associated tasks within delegated authority, passing on other communication as required.
• Maintain, monitor and process patient appointments, dealing effectively with urgent requests and requests for home visits.
• Register new, temporary, emergency patients and those requiring immediate treatment.
• Open, date stamp, distribute and scan post; undertake general administrative support, photocopying, filing, data entry, emails, stationery etc.
• Process patient prescription requests, letters, forms, specimens etc as required, ensuring that they are signed off by the appropriate clinical lead.
• Process call and recall for appointments and reminders.
• Ensure the safe collection and transportation of specimens etc. in liaison with Practice Nurses.
• Open and lock premises and maintain security in accordance with practice policies.
• Scan, file and/or record patient information on a daily basis so as to support the practice principles of ensuring records are up to date and to maintain a paper free environment.

Work collaboratively as a member of the practice team; help develop and promote a positive working culture, taking part in and being involved in developing and improving contribution towards the success of the practice.

• Communicating effectively across a wide range of audiences including patients, colleagues, carers, external bodies i.e. NHS/ICB, hospital secretaries, medical students and other agencies as required.
• Deal politely but assertively with all enquiries to achieve an outcome at first point of contact, wherever possible.
• Recognise people's needs for alternative methods of communications and respond accordingly.
• Prioritising and planning own work activities to ensure that all diverse operational requirements are achieved.

Provide additional support during times of sickness and holidays as required.

• Work will be delegated to the post holder by the Practice Manager and Lead Receptionist.
• Work flexibly as a member of the Reception/Administration Team ensuring that cover is provided at all times in accordance with practice policy.

Acting as chaperone during consultations and non-medical assistance in simple procedures with GPs as required.

• All team members should ensure that all equipment is in good working condition reporting any damaged equipment immediately.
• Also ensure that all aspects of the working environment are kept clean and tidy.

To always present a polite and helpful approach to the patients both face to face and via the telephone.

• To be capable of working smoothly and efficiently as a member of the Practice team.
• The ability to be proactive and show initiative where team work is lacking.
• To ensure good communication is maintained within the practice and external organisations.
• The ability to deal with situations in a caring, understanding way with patients who may be ill, distressed or in pain.

Committed to personal development as agreed with the Practice Manager.

• Undertake appropriate training, maintain and improve professional knowledge and competence.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
• To attend courses and study/team building days as arranged with the Practice Manager.
• Participate in individual performance reviews, including taking responsibility for maintaining own personal development record.

You will be an integral part of the PHCT whose aim is to help and support the patients.

• You must be flexible enough to undertake both the urgent and non-urgent tasks which invariably occur in this environment and which are not pre-identifiable.
• The post holder will adhere to GDPR/Practice Information Security Policy at all times, in particular ensuring that there are no breaches of confidentiality as a result of post holder actions.
• Demonstrate a good understanding of Child Protection and Safeguarding.
• Administration staff will provide their own uniform.

To assist in the development, refinement and measurement of administration protocols.

• To support in ensuring that documents and records are maintained in accordance with practice policy, protocol and professional guidelines.

Equality and Diversity:

• Acting 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.
• 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.

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 patient needs.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time. Effectively manage own time, workload and resources.

Experience:

• Experience of reception work.
• Experience of working with General Practice.

Qualifications:

• Good standard of general education GCSE Mathematics C or above and GCSE English C or above.
• Experience of working with the general public.
• Excellent communication skills (written & oral).
• IT Skills Microsoft Word.
• Clear, polite telephone manner.
• Time management and ability to work to deadlines.
• Problem solving skills.
• Interpersonal skills.
• Smart, polite, confident.
• Planning & organisational skills.
• Adaptability, using initiative, team player, self-motivated.
• Confidentiality and flexibility.

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.