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Recruiting 1 full-time receptionists/admin assistants (see hours below)

This is a full-time position with a total of 37.5 working hours per week.

The role operates on a shift basis, with varying start and finish times to accommodate service needs. Shifts will be scheduled between the hours of 08:00 and 19:00.

Applicants should be flexible and prepared to work both early and late shifts as part of a rotating schedule.

For shifts longer than 3 hours, a 15-minute paid break is included.

For shifts longer than 6 hours, a 30-minute unpaid break will be provided.

We are seeking two Receptionists to support our busy practice. The working hours for each post are as follows:

Mon 11.00 am – 7.00 pm (0.5-hour lunch break) 7.5 hours

Tue 1.00 pm – 7.00 pm 6 hours

Wed 11.00 am – 7.00 pm (0.5-hour lunch break) 7.5 hours

Thu 08.00 am - 4.30 pm (0.5-hour lunch break) 8 hours

Fri 08.00 - 5.00 pm (0.5-hour lunch break) 8.5 hours

Plus one Saturday a month Saturday AM 8.00am to 1.00pm paid as time & a half overtime

JOB DESCRIPTION

JOB TITLE: RECEPTIONIST/ADMIN ASSISTANT

REPORTS TO: PRACTICE MANAGER

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 in a courteous, efficient and effective manner.

MAIN DUTIES AND RESPONSIBILITIES:

All receptionists are expected to carry out core duties, as described below. These are grouped into specific areas of the job. In addition, there are specialist duties carried out by receptionists; at least two receptionists must be capable of carrying out each of these specialist functions. These are allocated to staff after initial orientation in the job and further training will be given for these.

Core Duties:

A. Face to face patient contact at reception desk ''front of house''

• Ensure an effective, efficient, welcoming and polite reception service is provided to patients and any other visitors to the practice.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments on the computer.
• Using judgement and communication skills to ensure patients with no prior appointment, but who need urgent consultation are seen.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Be aware of what is going on in the waiting area and alert to problems.

B. Telephone Skills

• Make appointments over the telephone using the computerised booking system ensuring patients are given the option of their preferred doctor or an urgent appointment with any doctor and helping them make an informed decision regarding this.
• Take messages and advice calls for doctors, entering these on the computer with accuracy of detail following the protocol.
• Enter requests for home visits onto the duty doctor computer screen and passing them to the duty doctor as they come in ensuring careful recording of all relevant details.
• Giving results out to patients according to the result protocol.
• Dealing with calls from other professionals enquiring about patients or wishing to speak to doctors.

C. Repeat Prescriptions

• Understand the repeat prescription system in the surgery and be able to follow the protocol.
• Deal with prescription requests including checking prescriptions before given and when to ask for urgent requests to be passed to the duty doctor.
• Helping patients understand the system.
• Keeping the prescription inbox tidy and up to date.
• Monitoring the email inbox and EMIS for incoming requests for repeats.
• Prepare repeat prescriptions according to the practice protocol

D. Paperwork and IT

• Be aware that as a paperless practice every piece of information coming into the practice must be handled according to the in-house protocols for paperwork in an accurate and timely manner.
• Understand with training how the computer system works for clinical records and all other administrative tasks.
• Be able to record relevant information on the computer according to reception protocols.
• All patient contacts and information given out must be entered into the computer records.
• All results given to patients are recorded when given either on the phone or in person.
• Be able to use the computer to help a patient with enquiries.
• Investigate and resolve problems in the day-to-day use of computers, printers and other IT related equipment.
• Ensure the effective running of the practice’s IT network and e-mail system.
• Daily computer back-up.
• Ensuring back-up tapes sent to appropriate organisation re validation.
• Be the first point of contact with the helpdesks of the clinical and other system suppliers and keep a track of problems and actions.
• To become proficient in all areas of the It systems and be able to train other users, both clinical and non clinical.
• Report to the Practice Manager any significant events relating to the IT system.
• Assist the Practice Manager in the ongoing development and implementation of the Practice’s IT system and policies.
• Dealing with registrations and deductions

E. Patient Paper Records.

• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
• Ensure that records are kept in good repair with all necessary information on the outside cover clearly visible.
• Tidy up (“cosmeticise”) notes received from the PCSE ready for summarising according to protocol.
• Record on the computer where notes are in the building.

F. General Duties

• Open up premises at the start of the day, de-activate alarm and make all necessary preparations to receive patients as per the list of morning duties.
• Close down the building at the end of the day ensuring that all the duties for closing down are completed.
• Make and serve refreshments, ensure the kitchen is kept clean and tidy and air the waiting room in turn with other staff.
• Stock Doctors’ rooms with standard consumables and change clinical waste bags and boxes following health and safety procedures.
• Any other additional duties appropriate to the post as requested by the Partners or Practice Manager

Additional duties with experience and training:

• Administer the production of patient reports for insurance purposes.
• Administer the production of patient reports for solicitors.
• Deduct patients.
• Administer the forward log of requests for post natal, medical check and minor operations, and book patients in when appointments become available.
• Manage the computer server back ups
• Check patient records and record indicators for smears, mammograms and childhood immunisations
• Check invoices from out of hours organisations against the practice clinical records
• Prepare the weekly dispatch to PCSE
• Administer systems for other specific types of forms
• Managing Incoming Computer test results
• Scanning
• Secretarial support/typing letters

Personal Development and Training

• To take part in an annual confidential appraisal with the Practice Manager and a named Partner.
• To attend reception staff meetings as required and other training sessions as offered.
• To identify training needs with the Manager and take part in informal training sessions for these needs.
• To be willing to learn and be open to feedback.

Health and Safety

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health and Safety Policy.

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, current legislation.
• Respecting privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, non-judgmental and respects their circumstances, feelings and rights.

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.
• Work effectively with individuals in other agencies to meet patients’ needs.
• Effectively manage own time, workload and resources.

You will be expected to:

• Observe strict confidentiality on all matters relating to the Practice and it’s patients.
• To read and follow practice protocols as in the staff manual.
• Bring a high level of responsibility to your job

PERSON SPECIFICATION

RECEPTIONIST/ADMINISTRATOR

Essential Desirable

Education Good Standard of Education
Qualifications Educated to good GCSE Microsoft Office – word, excel, standard or equivalent access, powerpoint, publisher
Experience Previous role in dealing with Minimum 2 years working members of the public directly with members of the public in a busy NHS environment

Has worked in a busy administrative office environment with high IT dependency.

IT Skills Competency in IT/keyboard Clinical software skills (eg skills EMIS) Access, Powerpoint

Basic working knowledge of
Microsoft PC systems

People Skills Excellent communication skills with team members, patients, carers with a friendly and helpful attitude

Friendly and helpful towards patients and colleagues

Recognises peoples’ needs for alternative methods of communication and respond accordingly

Exhibits patience and diplomacy

Ability to work autonomously and be part of a team

Ability to deal with conflict
Awareness of diversity issues and able to work in a positive non discriminatory way

Other Skills Demonstrates reliability and flexibility

Demonstrates ability to work under pressure without direct supervision and to remain calm

WTFD Reception/Administrator Jul22/YT
Essential Desirable

Ability to use own judgement, resourcefulness.
Ability to multi-skill and prioritise
Willing to train and develop
Ability to take constructive criticism
Library and indexing skills
Legible hand writing

Job Type: Full-time

Pay: £12.71 per hour

Experience:

• Receptionist: 1 year (preferred)
• Customer services: 1 year (preferred)

Language:

• English (preferred)

Location:

• London NW9 9AD (preferred)

Work Location: In person