Job Description

Grosvenor & St James Medical Practice is a large and friendly two-site Practice based in central Tunbridge Wells close to amenities and walking distance from both Tunbridge Wells and High Brooms Rail Stations. We offer a well-known pension scheme, a generous leave allowance, refreshments, Employee Assistance Programme, enhanced annual leave entitlement and have regular Practice social events.

Do you thrive in a busy working environment?

Do you have a desire to help others?

Do you enjoy communicating with people in person and on the telephone?

We are looking for positive and friendly receptionists with excellent communication skills. The ability to listen and translate complex information and administrative matters is essential, as well as a caring and confident approach to work in our busy Reception team.

The successful applicants will develop their skills in this varied and interesting role with the responsibility of being the first point of contact for our patients. We require adaptability and flexibility in terms of responding to Practice needs as well as the ability to enjoy working and contributing to a supportive team.

Experience of using clinical systems and handling confidential information would be desirable. Most of all a wish to learn in a dynamic and caring environment using different IT systems and software whilst supporting a good team working environment would be advantageous.

The post is subject to a 6 month probation period.

Previous applicants need not apply. We reserve the right to interview suitable candidates before the closure date - so apply early!

Additional information for applications

Confidentiality

It is a condition of employment that the strictest confidentiality is observed with regard to every aspect of patient contact and information. Failure to observe this condition will result in instant dismissal.

Holiday/Sickness Cover

The successful applicant will be entitled to 6.6 weeks annual leave inclusive of bank holidays (pro-rata).

An ability to work flexible hours to provide cover in your team is essential and is part of your contractual duties.

All employees benefit from our practice sick pay scheme after 1 year of service. Until then statutory sick pay will be paid if due.

Shift times

A variety of shift patterns are available. These range from 7:45am/8:30am to 13:00/13:30 and 13:30 to 18:45. Ideally we would like candidates to work a mixture of morning and afternoon shifts. You may be asked to work on a Saturday on a rota basis.

Pension

All employees are enrolled into join the NHS Superannuation Scheme for GP Staff (opt-out is possible). Full details of the scheme will be provided on appointment.

Employee Assistance Programme

All employees have access to a free confidential advice line.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please read the job description and person specification for more details about the role below

Job description

JOB PURPOSE

To provide a receptionist service to all users of the building, creating a welcoming and efficient environment, working alongside team members, by telephone, online and in person. To be able to learn and work with software specific to General Practice whilst maintaining accuracy and attention to detail. To ensure that the highest standards of service are given to patients and the clinical team, maintaining confidentiality and being aware of the Data Protection Act at all times.

CORE REQUIREMENTS & RESPONSIBILTIES

To open to overtime on an ad hoc basis to provide cover for colleagues as required.

To welcome and receive patients.

To maintain patient confidentiality at all times.

To provide support as required to all users of the practice.

To ensure all appropriate colleagues are aware of any information which needs to be passed from one shift to another.

To answer telephone queries and make telephone calls to patients, as required.

To make appointments on the clinical computer system (EMIS) and work closely with GPs with incoming appointment requests via 'Anima' triage system.

To issue repeat prescriptions as directed.

To add data to the clinical records as directed.

To undertake general and clinical admin tasks as directed.

To register patients.

To deal with the post.

To add data to the clinical records as directed.

To receive specimens from patients, ensuring dispatch to Path laboratory within timescales.

To receive payments with credit card transactions over the counter from patients and record details.

To photocopy information sheets and referral forms.

To order ambulances when required.

To maintain a tidy and welcoming waiting area for patients.

To print off the electronic medical records of patients who have been deducted from the practice list and log the return of the written notes to Primary Care Support England.

Responsible for opening and closing the Practice securely.

To take part in internal and external training, courses and meetings, as required.

Any other duties commensurate with skills and experience.

This job description may be reviewed in the light of changing organisational and service needs. Any changes will be fully discussed with the post holder. The post holder may also be required to carry out other work appropriate to the grade of the post.

Person Specification

Qualifications and Education requirements

Knowledge, Training and Experience

Essential:

Educated to GCSE in relevant subject or equivalent level

Worked with the public in person and on the telephone

An understanding of the Confidentiality and Data Protection Act and GDPR

Able to use Microsoft Office applications i.e. Word, Excel, and PowerPoint

Desirable:

Relevant qualifications such as NVQ in Customer Care/RSA typing qualification or equivalent

Previous experience as a practice receptionist or administrator

Knowledge of administrative procedures and information analysis

Experience of minute-taking

Previously worked in similar position within the health sector

Experience using the clinical systems

Communication Skills

Essential:

Skills for communicating on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills

Communication and collaboration skills to build, support and maintain good working relationships

Excellent telephone manner - confident, calm, methodical and polite

Good listening skills and ability to interpret patients

Ability to communicate effectively at a range of levels

Ability to work as part of a team

Ability to provide good attention to detail and accurate information

Ability to understand, accept and adhere to the need for strict confidentiality

Analytical

Essential:

A methodical and practical approach in communicating with patients face to face and over the telephone and handling administrative work

Problem solving skills and ability to respond to sudden unexpected demands

Excellent time management skills with the ability to re-prioritise

Management Skills

Essential:

Effective management of own time and meeting timescales

Physical Skills

Essential:

Advanced keyboard skills, use of a range of software and ability to adapt to new software as technology and Practice needs change

Able to work in Tunbridge Wells and travel between the two Practices

Autonomy

Essential:

Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Expected hours: No less than 12 per week

Benefits:

Additional leave Company events Company pension Free flu jabs
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Royal Tunbridge Wells, TN1 2DX: reliably commute or plan to relocate before starting work (required)
Application question(s):

Only applicants who answer the following question will be considered in the application process: Please can you explain why this job appeals to you? Only applicants who answer the following question will be considered in the application process: How might you manage an upset/stressed patient and how would it make you feel? Do you have proof of right to work in the UK?
Education:

GCSE or equivalent (preferred)
Experience:

Reception: 1 year (preferred) Customer service: 1 year (required) Administrative: 1 year (required)
Language:

English (preferred)
Location:

Royal Tunbridge Wells, TN1 2DX (preferred)
Work Location: In person

Application deadline: 28/05/2025
Reference ID: RecepMay25
Expected start date: 02/06/2025