Receptionist

2 weeks ago

St Austell, Cornwall, United Kingdom St Austell Healthcare Full time

Job summary

Full time and part time positions available for enthusiastic GP receptionists. Experience preferred, though full training will be given.

The role is to ensure the smooth and efficient running of the surgery, assisting the GPs and Clinical Team to provide an excellent service to patients. You will need to deal with people at all levels in a calm and courteous manner, even when under pressure. Successful candidates will be team players with the ability to multi-task, be computer literate and able to deliver a quality administrative service in an organised and professional way.

It is essential that you will be flexible and adaptable to a changing and busy environment. The reception rota shift includes a mix of early starts at 8am, and late finishes at 8pm. In addition to this there will be a requirement to work on a rota basis on a Saturday from 9am to 4pm. The flexibility to work at any of our sites is required.

Benefits include:

NHS pension scheme membership 6 weeks annual leave plus bank holidays (pro rata) Free staff support Free staff social events Car & Bike salary sacrifice schemes

Main duties of the job

To ensure the smooth and efficient running of the surgery assisting the GPs in providing an excellent service to patients.

Maintain a positive and consistent can do attitude, treating everyone with dignity and respect in line with the surgerys ethos.

About us

St Austell Healthcare has a strongmultidisciplinary team comprising GPs, ANPs, Nurses, Paramedics and Pharmacistsand an ethos for innovation and collaboration with health and social carepartners.

We are an award winning, happy team and take pride in our work and thecare we offer our 38,000 patients.

We are constantly seeking new ways of working toenhance service provision and the patient experience, introducing newtechnologies and methods of working to meet the expectations of our patientgroup. We are ambitious and wish to provide the best service we can for thepeople of St Austell.

Job description

Job responsibilities

Service (not exhaustive)

Dealing with patient requests either face to face, or on the telephone Booking, cancelling all types of appointments/consultations and home visits Directing enquiries to the appropriate people and understanding the callers expectations through effective questioning Chaperone during clinical consultations as requested To receive samples from patients according to practice procedure Handling difficult situations in a calm and professional manner Dealing appropriately with prescription requests in line with practice protocols Administration tasks as requested Possible working across inter-surgery departments

Data & Computer Skills (not exhaustive)

Effective use of reception computer and telephone systems SystmOne Clinical System Book, cancel and edit appointments. Fill in templates. Effective use of for e-mail Maintain accurate electronic records Scan documents to patient medical records Process on-line documentation as requested

Teamwork

Prioritise workload according to daily requirements, through consultation with other team members To develop and maintain effective working relationships with colleagues To be flexible with other members of the team when covering absence moving across the sites as requested Maintaining a pleasant and tidy working environment To be punctual May be required to do overtime to support with other team members leave and this will be included in the contract of employment Record information and activities undertaken with patients and carers in an accurate and timely fashion using manual or computer systems and Read codes Ability and willingness to cross-cover at all sites as and when needed

Clinical Governance

Contribute to the development and maintenance of sound clinical governance and risk management. Support the development/implementation on any new ways of working/policies that need to be introduced across the SAH. Support SAHC in operating a quality assurance but no blame culture that adheres to best practice around incident reporting and whistle blowing.

Engagement with Patients, Internal and External Stakeholders

Initiate, develop and maintain excellent third party relationships with CCGs, NHSE Area Teams, sub-contractor providers, patient groups, local community health teams and other stakeholders to grow, maintain and support service and performance delivery. To ensure patient surveys are undertaken, analysed and action plans are developed and acted upon

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-holder 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. All such information from any source is to be regarded as strictly confidential.

Equality and Diversity

The postholder will support the equality, diversity and rights of patients, carers and colleagues to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The postholder will participate in any training programme implemented 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 own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Health and Safety

The postholder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual and the practice infection control policy and published procedures.

Appraisal/ Objective setting

The post holder will participate in an annual review of their performance during the previous year and agree objectives to be met in the next year. These will be reviewed at agreed points during the year. The annual appraisal will be undertaken by the Operations Manager and a designated GP Partner may be present.

Communication

The postholder 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 peoples needs for alternative methods of communication and respond accordingly.

Quality

The postholder 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 teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.

Contribution to the implementation of services

The postholder 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

Working hours will be between 8am and 8pm Monday to Friday with rota participation on a Saturday from to at the agreed standard rate. Thirty minutes unpaid break must be taken at lunchtime.

Social Media and designated other websites cannot be accessed on SAH Computers. Personal mobile phones should not be accessed during working hours.

The details contained in this Job Description are not exhaustive and may change as the post develops.

Person Specification

Qualifications

Essential

Educated to GCSE grade C and above in Maths and English or equivalent or Substantial experience in similar role will be considered

Desirable

NVQII in customer care AMSPAR certificate CLAIT certificate or equivalent

Experience

Essential

Previous experience within general practice Good keyboard/IT skills Experience of working in a busy environment

Desirable

Knowledge of Data Protection Act and how this is applied in General Practice Experience of using SystmOne computer system Awareness of the importance of safeguarding and procedures Previous experience of working in a pressured environment

SKILLS

Essential

Self-motivated with the ability to use own initiative Ability to cope with change Able to work on own initiate and as part of a multi-disciplinary team Be able to multi-task and follow tasks through to their conclusion Ability to work with changing, and sometimes conflicting priorities, with supervision Ability to remain clam, friendly and professional under pressure Ability to solve problems within area of work/knowledge Good level of computer literacy. Effective oral communication and interpersonal skills

Desirable

Demonstrable experience of SystmOne. Flexible in approach to work Interested in/aptitude for learning new skills/taking on new challenges

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