Receptionist - GP Surgery

Job Summary

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective manner.

To provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, whether in person, online or via the telephone.

Main Duties and Responsibilities

Reception and Patient Services

• Ensure an effective and efficient reception service is provided to patients and visitors to the practice.


• Deal with general enquiries, explain procedures and make new and follow\-up appointments.


• Using sound judgement and effective communication skills, ensure that patients who present without an appointment but require urgent attention are dealt with appropriately and in accordance with practice procedures.


• Explain practice arrangements and registration requirements to new patients and those seeking temporary registration, ensuring all procedures are completed accurately.


• Receive and make telephone calls as required, divert calls appropriately and take accurate messages, ensuring timely delivery to the relevant person.


• Enter requests for home visits and telephone consultations onto EMIS, ensuring all relevant information is recorded accurately and referred to the Duty Doctor where appropriate.


• Process repeat prescription requests in accordance with practice procedures and agreed timescales.


• Scan and accurately code documentation onto patient records using Docman and EMIS Web.


• Advise patients of relevant charges for non\-NHS services, accept payments and issue receipts where required.


• Enter and update patient information on the clinical system accurately and promptly.


• Register new patients on the clinical system in accordance with practice procedures.


• Complete administrative tasks as allocated through the rota system.

• Ensure correspondence, reports, results and other documentation are filed promptly and accurately within patient records.


• Maintain accurate and complete patient records in accordance with practice procedures and data protection requirements.


• Ensure patient information is handled securely and confidentially at all times.

• Open the premises at the start of the day when designated to do so, deactivating security systems and preparing the practice to receive patients.


• Secure the premises at the end of the day when designated to do so, ensuring alarms are activated and the building is left safe and secure.


• Undertake shared administrative and housekeeping duties as required under the practice rota system.

• Undertake any other duties appropriate to the role as reasonably requested by the Practice Manager or Partners.


• Participate in practice meetings and contribute to the effective running of the practice.

In the course of their duties, the post\-holder may have access to confidential information relating to patients, carers, practice staff and other healthcare professionals, as well as information relating to the business of the practice.

All such information must be treated as strictly confidential and handled in accordance with practice policies, UK GDPR, the Data Protection Act 2018 and relevant NHS guidance.

Information relating to patients, carers, colleagues or the business of the practice may only be disclosed to authorised persons in accordance with practice policies and procedures.

Health and Safety

The post\-holder will assist in promoting and maintaining their own and others' health, safety and security by:

• Using personal security systems within the workplace in accordance with practice guidelines.


• Identifying and managing risks associated with work activities.


• Making effective use of training to maintain knowledge and skills.


• Following infection prevention and control procedures.


• Maintaining work areas in a safe, clean and tidy condition.


• Reporting accidents, incidents, hazards and potential risks promptly.

The post\-holder will support the principles of equality, diversity and inclusion by:

• Acting in a manner that respects the rights, dignity and individuality of patients, carers, colleagues and visitors.


• Providing services fairly and without discrimination.


• Promoting a welcoming, inclusive and respectful environment for all.


• Working in accordance with the Equality Act 2010 and practice policies.

The post\-holder will:

• Participate in training and development activities as required.


• Take responsibility for maintaining and developing their own knowledge and skills.


• Participate in annual performance reviews and appraisal processes.


• Support colleagues and contribute to a culture of continuous learning.

The post\-holder will:

• Contribute to maintaining and improving quality within the practice.


• Raise concerns relating to quality, safety or risk appropriately.


• Reflect on their own performance and identify opportunities for improvement.


• Contribute to the effectiveness of the wider team.


• Work effectively with external organisations and healthcare professionals where required.


• Manage their workload effectively and use resources responsibly.

The post\-holder will:

• Communicate effectively and professionally with patients, carers, colleagues and external organisations.


• Recognise and respond appropriately to different communication needs.


• Maintain positive working relationships with members of the practice team.

The post\-holder will:

• Apply practice policies, procedures and guidance consistently.


• Participate in audits and quality improvement activities where appropriate.


• Contribute ideas and feedback to support service improvement.


• Work collaboratively with colleagues to support the delivery of high\-quality patient care.

Education

• Good standard of general education, including literacy and numeracy skills.

• Previous reception, customer service or administrative experience.


• Experience of working with members of the public.

• Excellent verbal and written communication skills.


• Ability to work independently and use initiative appropriately.


• Good organisational and time\-management skills.


• Ability to prioritise workload effectively.


• Ability to work as part of a team.


• Strong customer service and patient care skills.


• Good IT and computer literacy skills.


• Ability to remain calm and professional in a busy environment.

• Understanding of confidentiality requirements.


• Awareness of UK GDPR and Data Protection legislation.

• Professional and reliable.


• Honest and trustworthy.


• Flexible approach to work.


• Commitment to maintaining confidentiality.


• Positive and patient\-focused attitude.

• NVQ in Customer Service, Business Administration or equivalent qualification.

• Previous experience working within the NHS, primary care or healthcare environment.


• Experience using EMIS Web.


• Experience using Docman.


• Experience processing repeat prescriptions and patient registrations.

Appointment to this post is subject to satisfactory references, an Enhanced DBS check and evidence of the right to work in the United Kingdom.

Elizabeth Avenue Group Practice is committed to safeguarding and promoting the welfare of patients and expects all staff to share this commitment.

We are an equal opportunities employer and welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

This job description is intended as a guide to the main duties and responsibilities of the role and is not exhaustive. The post\-holder may be required to undertake other duties appropriate to the grade and nature of the position as reasonably requested by the Practice Manager or Partners.

Pay: From £14\.22 per hour

Benefits:

• Company pension


• On\-site parking


• Sick pay

• Reception: 5 years (preferred)

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