Job Description

We are looking to recruit a receptionist for 12 hours per week.

The role requires an enthusiastic, pleasant and friendly manner. The ideal candidate should be able to work efficiently and effectively in a very busy environment.

Responsibilities will include booking appointments, answering and making telephone calls, dealing with queries from patients, clinicians and other health professionals, prescription requests, photocopying, filing, processing new patient registration forms & undertaking general administration tasks.

I.T. experience is essential & previous experience in a GP practice could be advantageous, but full training will be provided.

Hours:

12 hrs pw

Anticipated Working Rota (After induction):

2x 6 hour shifts
Shifts will be fixed, but swapping shifts is allowed. Shift pattern will be discussed and agreed with the successful candidates.

Note: During the 4 week induction, working pattern will likely be 9am til 3pm on Wednesday, Thursday, Friday.



Salary: 12.21ph Advert end date: 03/07/25 (May close earlier if interest is high) Interview Invites being sent: 04/07/25 Interviews: 07/07/25, 10am onwards. Date can't be moved. Start date: Immediate start available 5 weeks annual leave and Bank holidays pro rata. Birthday off if it falls on a working day
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Job description:

RECEPTIONIST

1. Job Role / Purpose:

The receptionist will be the primary point of contact for patients ringing the surgery. The role will be to optimise the patient's care navigation and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that the patient's presenting issue is managed appropriately and that patients are up to date with their routine appointments. This will be a telephone triage role as well as dealing with walk in attendees who present at the surgery reception.

This role will enable the smooth running of the surgery and work in assistance with clinicians in delivering an efficient and competent level of accurate management of patient needs. This includes signposting and directing to the appropriate to the healthcare professional within cluster and LHB, and where appropriate, outside agencies.

2. Key Duties & Responsibilities

Provide clear concise information to patients and understand the importance of discretion and confidentiality. Good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs. After appropriate training employ a variety of questioning techniques in order to develop a full picture of the nature of the patient's problem. Identify potentially serious problems and bring those to the immediate attentions of the correct clinician; i.e. on call GP; triage Nurse Practitioner. For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen, and the appropriate professional to see them. Build strong relationships with all direct team members, clinicians and recognise healthcare professionals in the practice as a resource to be used appropriately. Develop and maintain an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice. Be able to distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations. Demonstrate assertiveness without being domineering and have ability to gain the confidence of the caller (project confidence and sensitivity). Support the Practice management in developing approved business changes that include process improvements and assist in embedding these into daily operations/contribute to increasing clinical effectiveness. Assist in the timely production of relevant information i.e. copies of notes, but also complete general administration i.e. registrations, deduction Evidence of a clear understanding of patients presenting issues by identifying potentially serious problems and bring those to the immediate attention of the appropriate clinician - in line with the
Practice Triage protocol

Manage less serious problems and negotiate with the patient to identify an appropriate timeframe for them to be seen, and the appropriate professional to see them. Evidence managing patient's appointment requirements when patients initiate contact with the practice. Timely management of telephone conversations with patients whilst obtaining both the patients and practice's desired outcome from the call. Demonstrate understanding of the role's limitations and work within them. Evidence that guidance has been sought from colleagues when appropriate. Meet the required standard with regards to clear and concise details of encounters ensuring correspondence, reports, results, etc., are documented in the clinical system software tool. Resolution of patient presenting issues and pro-active management and escalation of any risks. To process new patient registrations and assist with online access enquiries as they arise. Handling patient requests for prescriptions through electronic or signed processing, medication review and follow up action through the clinical system software tool. Assisting with other secretarial and administrative procedures as required

3. Other Responsibilities

Health and Safety

To comply with the Health and Safety at Work etc. Act 1974. To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.

Equality and Diversity

To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure.

Risk Management and Clinical Governance

To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives.

Confidentiality

To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the General Data Protection Regulations 2018 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.

Safeguarding

Whilst in post, staff are expected to acquire and update their knowledge on safeguarding as per the intercollegiate document requirements and SHP policies.

Professional development

The post holder will participate in any training programme implemented by the practice as part of this employment To participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

General

To undertake any other duties commensurate with the role, within the bounds of his/her own competence as guided by management. In light of national policy and due to the needs of the business it may be necessary for the
Partnership to alter the opening hours of the surgeries. This could incorporate different opening hours and weekend working which may affect when you are required to work. The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.

Job Type: Part-time

Pay: From 12.21 per hour

Expected hours: 12 per week

Benefits:

Company pension On-site parking Sick pay
Schedule:

Day shift Monday to Friday
Experience:

Reception: 1 year (preferred)
Work Location: In person

Application deadline: 03/07/2025