Job summary
Lakenham Surgery is current seeking two additional Medical Receptionists to join our friendly and supportive practice team.
The successful applicants will need excellent interpersonal and communication skills and should be willing to upskill further as required. Would suit good team players who are able to provide support and help to colleagues to ensure that we provide the best possible care to our patients.
Summary of Responsibilities
Reception Duties
- Deal with all general enquiries, explain procedures and make new and follow-up appointments
- Work in accordance with the Practice Reception Care Navigation Protocol to book patients the most appropriate appointment or signpost them to the correct service, depending on an assessment of their individual needs
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required and process messages received on-line.
- Ensure messages are taken accurately and recorded and passed on appropriately to both clinical and non-clinical colleagues
- Enter requests for home visits into the computer system, ensuring careful recording of all relevant details and referring to the Duty Doctor
- Action repeat prescription requests and ensure that they are processed within 48 hours in line with Practice protocol
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
- Enter patient information on to the computer as required
- Provide patients with test results, directing them to the NHS App and supporting them with information on how to access and use this as required
- Process incoming post accurately (received on paper and electronically) and scan into patients records, ensuring compliance with practice protocols relating to Prospective Access to Patient Records
- Cover colleagues’ holiday and sick cover as required
- Record actions taken in patient record where appropriate or in accordance with practice protocols
- Any other administration duties as necessitated by the needs of the Practice
Working Pattern
Vacancy 1 – Initial Fixed Term 12 Month Contract but with Potential for Substantive Role after Fixed Term Period - 28 Hours per Week – Monday, Thursday & Friday
Vacancy 2 – Zero hours contract but with the expectation of availability of in excess of 20 hours work on a weekly basis - To support cover of sickness, annual leave and other absences
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 Job Description, the post-holders may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They 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
The post-holders will 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
- Act as Chaperone when requested by a clinician and in accordance with the Chaperone policy.
Equality and Diversity
The post-holders will 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 the Practice policies and procedures, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holders will participate in any training program implemented or required 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 their own personal and/or professional development
- Taking responsibility for their own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
- Undertaking training in support of the responsibilities of the role and the requirements of the practice
Quality
The post-holders will strive to maintain quality within the Practice, and will
- Alert other team members 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
Communication
The post-holders should recognise the importance of effective communication within the team and will strive to
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise people’s needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services
The post-holders will
- 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
About us
We are a long-established surgery based just outside the centre of Norwich with approximately 8,600 patients. We aim to provide positive access to services and high standard of clinical care to our diverse patient population and are expanding our team to further support these objectives. We have an incredibly friendly and supportive team ethic and encourage a team approach in everything that we do. We use SystmOne and FootFall to support the delivery of clinical services.
Qualifications
Desirable
- Educated to a good standard (minimum GCSE Level with Maths and English)
Experience
Essential
- Prior experience of working in a Medical Receptionist role in general practice
- Evidence of Right to Work in the UK
Other
Essential
- 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.
Pay: £12.86 per hour
Benefits:
- Company pension
- On-site parking
- Sick pay
Experience:
- Primary Care Medical Receptionist : 1 year (required)
Work Location: In person
