Job Description

The practice team is committed to providing high quality patient centred care with good team working. The practice team currently consists of 7 GP Partners, 2 salaried GPs, 3 practice nurses, 1 health care support worker, GP trainees. The practice has 4 receptionists, 1 senior receptionist, 1 medical secretary, 2 prescribing clerks, 7 administrators and 1 exercise therapist as well as a Practice Manager and Deputy Practice Manager. The partners take a lead on specific areas of the business and work closely with the Practice Manager and Deputy to provide support and guidance in different areas of practice management.

Practice Receptionist / Administrator Role

The practice is looking for an experienced, well organised and efficient practice receptionist / administrator with excellent interpersonal skills. It is not essential for that candidates have general practice experience, although this would clearly be an asset. It is essential that the candidate has customer service experience and can demonstrate a willingness to learn and integrate quickly into a new role and busy environment.

How to apply

If you feel that you have the right skills and experience: Complete the application OR provide a covering letter of up to 2 pages detailing your experience in the key areas of the job description and how you meet the person specification. Please also include an up to date CV The closing date for applications is: 1st November 2024 You will be offered the opportunity to visit the practice if you are shortlisted for interview Please note we cannot provide feedback if you are not shortlisted for interview

IT systems

The practice currently uses EMIS web. The practice offers repeat prescription orders on the My health Online System. The practice uses My Surgery App each weekday morning - a bespoke online service where patients can access help from our staff. All requests are triaged by a doctor and patients are prioritised and are contacted to discuss their concern. If patients are need to be seen they are offered a face to face appointment at the surgery.

Recruitment

The Kingsway Surgery provides NHS care for over 12,000 patients from a mixture of ethnic and cultural backgrounds. The Surgery is open from 8.00am to 6.30pm Monday to Friday. A full range of primary health services are provided under the GMS (General Medical Services) contract including child health and immunisation services, contraception services, COPD, heart failure, diabetic care, maternity services, minor surgery, respiratory care, sexual health clinics, wound care and women's health including cervical smears. The practice is a long established GP training centre with four GP trainers providing training for GP trainees and FY2 doctors. We also provide training for university medical students from Swansea and Cardiff.

JOB TITLE:Receptionist

RESPONSIBLE TO:

Practice Manager/Senior Receptionist

RESPONSIBLE FOR:

N/A

JOB PURPOSE:

To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients

MAIN DUTIES AND RESPONSIBILITIES

1.

Greet patients and visitors to the practice.

2.

Book in, amend and cancel patient appointment inline with practice appointments procedures ensuing optimum efficiency of the appointment system.

3.

Ensure that patients without appointments but who need 'urgent consultations' are triaged by the on-call doctor and if appropriate, booked into appropriate appointment

4.

Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice's protocols. Print off home visit summary sheets.

5.

Ensure computerised appointment system is up-to-date.(EMIS and My Surgery App)

6.

Respond and/or redirect all patient and visitor requests accordingly.

7.

Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.

8.

Set-up of new patients onto the computer system.

9.

Advise patients' of relevant charges for private services, accept payment and issue receipts for same.

10.

Liase with the prescription clerks

,

to ensure repeat prescriptions are processed according to practice procedures and ensure timely distribution of completed prescriptions.

11.

Ensure correspondence, reports, results etc. are filed electronically in correct patient record.

12.

Ensure reception and waiting areas are kept neat and tidy

13.

Re-stocking of information leaflets as appropriate

14.

Answering incoming telephone calls, ensuring calls are documented and redirected accordingly.

15.

Undertake administration tasks as allocated on administration rota

16.

Action start and end of day procedures ensure answering machine service for out of hours information is directed appropriately - switched to answer machine at close of business each day.

17.

Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).

18.

Check emails on a daily basis. Also regularly check fax machine for incoming messages. Send faxes as required.

19.

Regularly check message column on EMIS to check all messages have been actioned.

20.

Maintain deceased board (manual and electronic). Advise Health Board of deceased patients using EMIS.

21.

Process new registrations and amalgamation of new patient records.

22.

Check fridge daily, in liason with the nursing team

23.T

his job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time.

24.

Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures.

Equipment, machinery & Systems

1.

Personal Computer system including internet activity which is utilised as a means of communication both internally and externally

2.

Practice Clinical System - to manage and record patient appointments, inputting patient registration data, accessing patient data as necessary and when undertaking audits

3.

Fax and photocopying machines.

4.

The post-holder is responsible for, in concert with others, maintaining the accuracy of the Practice's Clinical System

Assignment of work

The post-holder's work assignment is determined by the requirements of the Practice, GP Partners, the Practice Manager and the patients.

The Practice Manager provides immediate line-management for the post-holder. The post holder will take instruction on a day to day basis from the Senior Receptionist. However, the post-holder is expected to be self-directed and self-motivated using their own initiative and requiring minimum input from the Practice Manager. The Post-holder's work is formally reviewed by annual appraisal.

The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements.

decisions & judgements

The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:

Establishing and maintaining effective lines of communication with the GPs and Practice Manager.

Communicating clearly and effectively with staff to aid the smooth running of the Practice.

Responding to requests or queries for support as they arise in an appropriate and

Timely manner.

Prioritising workload and requests for support.

Making the most effective use of resources available.

Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations.

Most challenging part of the job

1.

Managing the many conflicting priorities that the post requires

2.

Ensuring clear protocols for the prioritisation of work.

3.

Providing and maintaining a professional and effective dialogue with patients.

communication and relationships

1.I

nternally with the GPs, Practice Manager and colleagues to help ensure that practice aims and objectives are met.

2.

Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice.

3.

Externally with patients registered at the Practice.

PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

1.

The post-holder is required to have keen hand/eye co-ordination to undertake his/her primary task.

2.

The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion.

3.

The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy.

4.

The post-holder is often required to work independently of others and to be self-determined.

5.

The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations.

knowledge, training and experience required to do the job

1.

The post-holder must be understanding and approachable to patients and able to respond to patient requests

2.

The post-holder is required to have well-developed keyboard skills.

3.

The post-holder must be able to communicate effectively and collaboratively across varied staff disciplines.

4.

The post-holder must clearly understand the importance of maintaining patient and data confidentiality.

Person Specification - Receptionist / Administrator

QUALIFICATIONS

Essential

GCSE Maths and English Language ( Grade c or above) or equivalent.

Office/Admin experience

Customer Service experience

Desirable

GCSE in Welsh

Additional GCSE's

EXPERIENCE

Essential

Office/admin experience Experience of dealing with patients / customers on the phone Experience of dealing with patients / customers in person Experience of processing sensitive materials

Desirable

Receptionist experience within the NHS

Experience of working in a GP practice

Experience of working with EMIS web

Understanding of medical terminology

SKILLS

Essential

Excellent communication skills (written and oral) Strong IT skills Competent in the use of Office and Outlook Effective time management (Planning & Organising) Ability to work as a team member and autonomously The ability to follow procedures and work to deadlines

Desirable

EMIS User Skills

PERSONAL QUALITIES

Essential

Polite, friendly, calm and confident manner Flexible and cooperative Motivated and proactive High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Effectively utilises resources Punctual and committed to supporting the team effort Ability to use initiative and judgement Confident, assertive and resilient

OTHER REQUIREMENTS

Ability to adapt to change

Ability to be flexible and work additional hours when required

Adhere to strict confidentiality requirements at all times

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.

Job Types: Part-time, Temporary, Fixed term contract
Contract length: 6 months

Pay: 12.50 per hour

Expected hours: 20 - 24 per week

Benefits:

Company pension Employee discount Referral programme Sick pay
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 21/07/2025
Reference ID: Kingsway GP Receptionist 2025