Medical Receptionist in Gateshead

Oxford Terrace and Rawling Road Medical Group is a busy General Practice based in Bensham, Gateshead. We operate across two sites and offer primary care services to over 17,500 patients. We are recruiting for two positions:

• 22.5 hours per week, 9am-5pm, Wednesday, Thursday, Friday.
• 18 hours per week, 8am-12pm, Tuesday, Wednesday, Thursday, Friday.

The successful candidate will also work Saturday's AM on a rotational basis. The ideal candidate will be adaptable and be able to work as part of a team as well as on their own initiative. An understanding of the importance of effective administration services within this fast changing primary care environment, alongside a willingness to learn and develop in your role would make you an ideal candidate for this position. This position comes with full training and mentorship support, as well as chances to develop new skills as the General Practice working environment changes and new opportunities arise. Experience of General Practice or an NHS environment is desirable, alongside knowledge and experience of the EMIS Web System. Previous applicants need not apply. This role is not eligible for Skilled Worker visa sponsorship and applicants must have the right to work in the UK.

Main duties of the job

• 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.
• Develop the receptionist role as a care navigator for the practice.

Job responsibilities

• Delivery of a high-quality standard customer care service at our front desk.
• Receiving patients consulting with members of Practice team.
• Taking requests/handing repeat prescriptions to patient and checking correct details.
• Be able to cover all manner of reception tasks and duties.
• Development of the care navigation role including appropriate use of urgent appointments, total triage services and active signposting.
• Process appointment requests from patients by telephone and in person.
• Dealing with queries from patients and other health care professionals internally and externally.
• Ability to manage telephones including a polite professional manner, the ability to transfer calls as necessary and have working knowledge of telephone system operations e.g. out of hours actions.

Administration – Over both sites as/when required

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols.
• Pulling/filing medical records for update.
• Photocopy as requested.
• Documents scanning, accurate and timely.
• Provide administrative support as and when required.
• Follow rota and apply initiative.

Computer

• Competent use of EMIS Web and other practice software.
• Registrations of new patients – computer data entry and medical records.
• Process patients change of address – computer data and medical records in accordance with practice boundary.
• Process repeat prescription requests using EMIS web.
• Share knowledge and promote new concepts to patients (Online registrations, EPS).

Other Tasks

• Ensure building security by having thorough knowledge of open and lock up procedures (doors/windows/alarm).
• Familiarise yourself with Business Continuity Plans.
• Any other tasks allocated by managers.

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. 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 and free from hazards.
• Actively reporting of 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).
• Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures.

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 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.

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.
• Actively participating in Time in Time Out events.
• Completion of E-Learning during allocated study time.

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 recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize 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.

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.

Person Specification

Knowledge

• Medical Terminology
• Computerised Medical Records
• Good knowledge of NHS legislation including Information Governance and Data Protection
• A detailed understanding of General Practice Data Quality
• Clinical Read Coding
• Summarising

Behaviours

• Performing under pressure
• Taking the initiative
• Self motivated
• Confidentiality

Qualifications

• Good standard of general education
• NVQ in Business Administration
• RSA Typing
• Personalised Care and Support Planning (PCSP) certificate

Skills

• Excellent communication skills (Written and Oral)
• IT and telephony skills
• Time Management and the ability to work to deadlines
• Ability to prioritise workload
• Ability to work unsupervised
• Interpersonal skills

Experience

• Secretarial or administrative role
• Experience of using own initiative
• Practical experience of working within a team
• Practical experience of computerised recording system (EMIS)
• Experience of working within a General Practice environment

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.