Receptionist in Pontefract

Station Lane Medical Centre is a busy, friendly NHS GP surgery based in the North Wakefield area, with a registered patient list size of 8200. Due to a re-organisational structure, we are excited at the opportunity to recruit an organised, reliable, compassionate receptionist. You will be the first point of contact for our patients, providing a professional and welcoming service both in person and over the telephone. We pride ourselves on having a patient-focused team who are approachable, friendly and committed to delivering high-quality care. We offer a wide range of services to support our patients' needs, working collaboratively across our multidisciplinary team to ensure safe, timely and compassionate care.

Main duties of the job include:

• Answering and directing patient enquiries via telephone, online requests and at the front desk
• Booking, amending and cancelling appointments using the clinical system
• Supporting care navigation by signposting patients to the most appropriate service
• Processing repeat prescription requests and handling routine administrative tasks
• Always maintaining patient confidentiality and following practice policies and procedures
• Working closely with GPs, nurses and the wider practice team to support safe, efficient patient care
• Opening and closing of buildings

This is a busy, patient-facing role within a fast-paced general practice environment, working alongside a supportive team with a strong work ethic where reliability, professionalism and teamwork are essential. You will be part of a friendly, collaborative workforce that helps one another to deliver safe and efficient care, even when demand is high. The role is Monday to Friday with no weekend working, and we provide uniform. You will have access to the NHS Pension Scheme, along with other benefits including generous annual leave (pro rata), paid sick leave on length of service, training and development opportunities, supportive supervision and induction, and access to staff wellbeing support where available.

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

The duties and responsibilities may include any or all of the following:

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing in person and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
• Checking PATCHs or equivalent and passing on to the appropriate clinician
• 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
• 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, noticeboards and leaflet dispensers tidy and free from obstructions and clutter
• Monitoring of stationary and other supplies
• Putting up posters on the notice board in the waiting room
• Manage the answering machine for Target / Bank Holidays
• Managing recalls and LTC lists and invites as per administrative role the individual is trained for
• If trained for this; processing claims for contraception and minor surgery
• Handling pathology samples and ensuring they are sent off correctly
• Producing vaccination lists and inviting / booking those due in the month
• Monitoring paper records in/out of PCSE
• Confirming appointments
• Managing rooms and appointing staff to rooms for the next day
• Registrations EDI and Summarising
• Managing and maintaining GP online requests
• DNA management and processing GDPR processes for SARS, patient access & digital requirements
• Completion of audits required
• Update SOP or policy in own area of work

In the course of seeking treatment, patients entrust us with 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. All such information from any source is to be regarded as strictly confidential.

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
• Demonstrate due regard for safeguarding and promoting the welfare of children

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

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

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

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, and participate in audit where appropriate.

Experience:

• Previous experience in a GP practice or healthcare setting is desirable but not essential, as full training will be provided
• Strong IT and keyboard skills, with the ability to learn new systems
• Self-motivated and a positive attitude with good attention to detail and the ability to follow protocols
• Good communication and customer service skills
• A calm, empathetic manner, especially when under pressure
• A positive, supportive team player who is willing to help colleagues and contribute to a friendly working environment

Qualifications:

• Desirable but not essential NVQ II or above in administration
• NVQ Customer Service
• Up to date NHS mandatory training

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.