Receptionist / Administrator in Telford

Shawbirch Medical Centre is looking for a new receptionist. We are excited to offer a fantastic opportunity to join our reception team. Be part of our journey and join our busy, but friendly reception team, supporting the clinicians to run an efficient, caring general practice.

We are looking for flexible, enthusiastic and experienced Receptionists to join our friendly practice team. We have 1 full time vacancy at 37.5 hours and a part time vacancy of 24 hours per week. Acting as the practice's first point of contact, the ability to signpost patients to the correct service/healthcare professional is imperative. The successful candidate will be a highly organised, motivated individual, who is computer literate with strong customer service skills. Previous health service experience and knowledge of EMIS Web medical software would be an advantage, although training will be provided.

The full time vacancy is 37.5 hours, worked across the week Monday to Friday. The part time vacancy hours of work will be Monday 8am - 2pm, Tuesday 8am - 2pm, Wednesday 12.30pm - 6.30pm and Thursday 12pm - 6pm. However, the candidate may be required to provide cover between 7.45am and 6.30pm Monday - Friday for sickness and annual leave. Previous applicants need not apply.

Main duties of the job:

• Providing a point of contact and acting as a focal point of communication between patients, doctors and other practice staff.
• Receiving patients and monitoring the flow of patients into the consulting rooms.
• Responding quickly to all queries and requests for assistance from patients and visitors.
• Monitoring and actioning emails and computerised messages, receiving incoming telephone calls including dealing with requests for home visits, receiving and making calls ensuring accurate recording of messages, and signposting patients to the appropriate service.
• To have a thorough knowledge and work in accordance with all practice policies and procedures.
• Any other tasks allocated by the Management Team.

About us:

We are a dedicated friendly innovative training practice with a complement of healthcare professionals: 6 GP Partners, 1 ANP Partner, 7 Salaried GPs, 1 Registrar, 6 Advanced Nurse Practitioners, 3 Practice Nurses, and 1 Nurse Associate and 1 HCA working with our Reception and Administrative Team. We strive to provide an efficient, effective team who project a positive and friendly image to assist our patients in ensuring they receive the best possible care.

Job responsibilities:

REPORTS TO: RECEPTION TEAM LEADER / OFFICE MANAGER

Job summary:

• 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 Reception Team Leader/ Office Manager, 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.
• Processing face-to-face 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.
• 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.
• 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).

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:

• Experience of working in a reception environment.
• Experience of Microsoft Office software.
• Experience of dealing with the public/patients.
• Experience of working in a GP Practice reception environment.
• Experience of EMIS Web clinical system.

Qualifications:

• Good standard of general education including GCSE grade A-C in English and Maths (or equivalent).

Knowledge / Skills:

• Excellent keyboard and computer skills.
• Excellent interpersonal and communication skills.

Qualities / Attributes:

• Team player.
• Able to work under pressure.
• An understanding of the need for strict confidentiality.

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.