Job summary
A new opportunity has arisen to join our proactive forward thinking practice based in the centre of Birmingham. We are looking for a Medical Receptionist to join our friendly and supportive team at Firstcare Practice.
Main duties of the job
We are looking for a candidate who has excellent communication skills, a compassionate and friendly nature, together with the ability to work in a demanding environment and an aptitude for great customer service.
You will provide a high quality reception service to patients, doctors and colleagues.
NHS or GP Practice experience is desirable. Previous use of Emis Web and Docman is particularly desirable.
Detailed Job Summary:
Working in conjunction with the Surgery Operations Manager and the Surgery Practice Manager, you will provide day to day supervision and management of the reception staff. Your role is to enable the Surgery to meet its agreed aims and objectives within a profitable, efficient, safe and effective working environment. Accountable for ensuring that the practice policies and procedures are followed which support the design and delivery of the services are implemented by your team within the Surgery. As lead within the reception, you will motivate and inspire the team, and deliver the highest standards of customer service.
The Medical Receptionist will develop good working relationships with:
Patients
Reception/admin teams
Surgery Managers and the Senior Colleagues
GP, nurses and other surgery staff
Other local healthcare providers who work with the Surgery
Key Responsibilities:
To support service delivery and patient care within the team you lead in line with organisational, local and national guidelines.
To monitor, review and address operational issues of the team.
To work closely with other Team members to facilitate a collaborative, transparent, and knowledge-sharing environment.
To manage all relevant policies and procedures to maximise income across the Surgery.
To manage the patient complaints at the reception.
Other Responsibilities:
To support delivery of the performance targets and KPIs and ensure these are understood by your team within the Surgery.
To manage staff resources and daily work allocation of the team to ensure SLAs are delivered in a timely manner for all face to face, telephone and administrative tasks.
To ensure all key employment policies are implemented.
To ensure regular communications updates are understood by the staff in the Surgery
To understand the organisations governance and risk policies and procedures within the Surgery, bringing to the attention of the Managers any areas of concern.
To support the delivery of change to both the service and the structure of the Surgery.
To undertake any other duties commensurate with the post holders role as agreed with the Practice Management team.
Attending training and events organized by the Surgery or other agencies, where appropriate.
Communication
Able to utilise a variety of communication methods to disseminate information to large numbers of people
Aware of the need to adapt communication style and content to reflect different type of people when making contact
Ability to receive sensitive or contentious information and process appropriately
Promote positivity and effective working relationships with the team, other health care providers and other key health care providers and other key partners to support an integrated approach to high quality patient care
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
Whilst performing the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, surgery staff and other healthcare workers. They may also have access to information relating to the Surgery as a business organization. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, careers, colleagues, other healthcare workers or the business of the Surgery may only be divulged to authorized persons in accordance with the Surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
Maintain the standards required for the health, safety and security knowledge & understanding as defined in the Surgery Health & Safety Policy
Use personal security systems within the workplace according to Surgery guidelines
Identify the risks involved in work activities and undertaking such activities in a way that manages those risks
Make effective use of training to update knowledge and skills
Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Report potential & actual risks identified
Equality and Diversity
Support the equality, diversity and rights of patients, carers and colleagues, and challenge behaviours that fall below the standards required
Lead in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Surgery procedures and policies, and current legislation
Respect the privacy, dignity, needs and beliefs of patients, careers and colleagues
Behave in a manner which is welcoming to an individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
Participate in any training program implemented by the surgery as part of this employment
Identify personal development and training needs
Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Lead and support others with their training and development needs
Participate in continuing education to maintain a contemporary level of professional knowledge and skill
Quality
Strive to improve quality within the Surgery
Assess own performance, ensuring competence, and being accountable for own actions, either directly or under supervision
Manage team members around issues of quality and risk
Contribute to the quality assurance process and effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Effectively manage own time, workload and resources.
Recognize peoples needs for alternative methods of communication and respond accordingly
This job description is not intended to be an exhaustive list and may be subject to change from time to time.
Person Specification
Skills and Abilities
Essential
- Good written skills
- Computer literate
- Awareness of confidentiality
- Customer focused
- Good communication skills
- Able to communicate at all levels
- Excellent interpersonal skills
Desirable
- Self-motivated
- Assertive
- Ability to work under pressure
- Good work attendance record
- Good time keeping
Experience
Essential
- Minimum 1 year experience in reception duties/ working with the public.
Desirable
- Previous medical reception experience
Qualifications
Essential
- Educated to GCSE level including English and Maths or equivalent
Desirable
- NVQ level 3 in Customer Care
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.General administrative duties
Job Types: Full-time, Part-time
Pay: From £12.21 per hour
Benefits:
- Company pension
- Employee discount
- Sick pay
Ability to commute/relocate:
- Birmingham B12 9LP: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- Medical receptionist in a GP practice: 1 year (required)
Language:
- Urdu/Punjabi or Arabic (required)
Work Location: In person
