Job Description

:

Henley-in-Arden Medical Centre is looking for someone with a Customer Service/ Reception/Admin background to join our Reception Team.

The ideal candidate needs to be enthusiastic, reliable and flexible and have excellent computer and people skills along with a willingness to learn.

You will be responsible for answering incoming calls, coordinating appointments, general patient administration and appropriate signposting to allied services.

You will be dealing with patients in a friendly and professional manner, handling prescription enquiries and patient requests.

Teamwork is vital in this busy role, so excellent communication and organisation skills are essential.

Full training will be given on all our systems.

Reception must be manned from 8am-6.30pm Monday - Friday. This role is for 18 hours over 2 days, but you will also need flexibility to be able to cover sickness and annual leave.

Hours

: Tuesday & Wednesday 8.30am - 6.30pm.

Key Duties and Responsibilities

To meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner

To direct patients to the appropriate professional; signposting

Make/cancel appointments for patients, clinical staff and other members of the health care team on the clinical system

Know where to find information on the clinical system, to respond to patients queries in a prompt and professional manner

Deal with patients' enquiries in relation to results, and book appointments when required

Identify carers and enter on the database

Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record

Operate the repeat prescribing system as directed and within the practice policy

Process payments from patients

Collect any specimens delivered by patients and ensure they are stored appropriately and collected by the hospital and other services

Understand the use of the practice email system

Collect external post and forward to medical secretaries

Work with patients to complete feedback of service to include Friends and Family survey

Advise patients of new services to the practice when required

Work with the management team to conduct patient audits when required

To provide administrative support and services to all members of the practice team

To open and close the building following the open/closing procedure

Follows the company standards for ethical business conduct

Conducts self as a positive role model and team member

Supports the company ideology, mission, goals, and objectives

Performs in accordance with the company policies and procedures

Recognises patients' rights and responsibilities

Participates in company, meetings, in training and other activities

Patient care

Ensures that the quality of patient care is in accordance with the established policies and procedures
Assists the manager and clinicians in identifying and solving patient-care problems

Communication

Communicates effectively and professionally with patients, visitors, clinicians and co-workers

Recognise people's needs for alternative methods of communication and respond accordingly

Interacts with others in a positive, respectful, and considerate manner

Financial practices

Uses resources appropriately and avoids wasteful practices Promotes cost containment and efficient use of resources Makes recommendations for potential cost-effective improvements Performs according to established compliance policies and procedures

Professional competence

Welcomes suggestions and recommendations Cooperative work attitude toward management, staff, patients, visitors and clinicians Ability to promote favourable company image with clinicians, patients, commissioners and general public

Equality and Diversity:

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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings and priorities Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Maintaining a 'no blame culture'

Governance

All governance processes are adhered to

Adheres to safety policies and procedures in performing job duties and responsibilities

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 , you will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. You 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:

Assist in promoting and maintaining their own and others' health, safety and security as defined in the practice Health & Safety Policy, to 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

Reporting potential risks identified

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

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Professional Development:

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

Quality:

Strive to maintain quality within the practice, and will:

Alert the Manager 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

Contribution to the Implementation of Services:

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

Failure to complete ALL the pre-screening interview questions will result in your application being rejected

Job Types: Part-time, Permanent

Experience:

General Practice: 1 year (preferred) Reception / Customer Service: 1 year (required)
Work Location: In person

Job Type: Part-time

Pay: 12.21 per hour

Expected hours: 18 per week

Benefits:

Company pension On-site parking
Experience:

Customer service: 1 year (required)
Work Location: In person

Job Type: Part-time

Pay: 12.21 per hour

Expected hours: 18 per week

Benefits:

Company pension On-site parking
Experience:

Customer service: 1 year (required) general practice: 1 year (preferred)
Work Location: In person