Receptionist

**Job Title**:
Receptionist

**Department**:
Reception

**Responsible To**:
Reception Manager

**Hours of Work**:
24 hours per week

**Length of Position**:
Permanent

**Purpose of Role**:
Day to day receptionist responsibilities at any of the sites that Alnwick Medical Group may provide dispensing services.

**Location**:
Alnwick Medical Group, including any sites where Alnwick Medical Group provides services.

**Person Specification**

**Essential**
- GCSE (or equivalent) in Maths and English
- Excellent telephone manner
- Skilled in front of house working
- Previous experience working within a reception role
- Experience of face-to-face patient contact
- Experience with working with computers
- Experience of dealing with complaints
- Extensive experience of using telephone systems
- Excellent interpersonal skills
- Works calmly and methodically under pressure
- Treats patients and colleagues with dignity, respect and equality
- Flexible, reliable and responsive to change
- Ability to manage workload and meet deadlines
- Uses initiative and common sense when appropriate
- Organised, methodical and structured when working
- Excellent communicator
- Shows diplomacy, fairness and empathy with patients and colleagues
- Full driving licence with business insurance and willingness to work multi-site when required

**Desirable**
- NVQ in Customer Service/Health related
- GCSE (or equivalent) in IT
- Knowledge of prescription ordering methods
- Sound knowledge of SystmOne including appointment bookings, cancellations and amendments
- Experience working under indirect supervision
- Experience of training and/or mentoring colleagues
- Previous experience working with Dr First appointment system
- Experience of working with medical records systems

**Key tasks and Responsibilities**
- Greet patients and visitors to the practice
- Book in, amend and cancel patient appointments in line with practice appointment procedure ensuring optimum efficiency within the Dr First system
- Receive, accurately record & distribute home visit requests. Liaise with clinicians & attend MDT meetings
- Process and distribute eConsult requests from patients to the appropriate clinician
- Ensure the clinicians workload is evenly distributed
- Respond or redirect patients to most appropriate care provider if necessary
- Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed
- Set-up of new patients onto the computer system
- Advise patients of relevant charges for private services, accept payment and issue receipts
- Understand and produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions
- Ensure reception and waiting areas are kept neat and tidy
- Re-stocking of information leaflets as appropriate
- Answering high volume of incoming telephone calls, some of which will be discussing complex and sensitive information. Ensuring calls are documented and redirected accordingly
- Undertake administration tasks as allocated on rota organised by the Reception Manager
- Action start and end of day procedures
- Liaising with coroners and funeral directors, maintaining deceased board
- To carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the post

**Key results/objectives**
- Contributes to ensuring patients are seen in a timely, caring and professional manner
- Supports equality and diversity of patients and colleagues
- Supports wider team with achieving their objectives where appropriate

**Confidentiality**
- Ensures self-compliance with data protection laws and confidentiality agreements and that of the teams the post holder is responsible for
- Follows confidentiality policy, computer use policy, information governance policy, social media policy and any other policy relating to confidentiality within role.

**Personal and Professional Development**
- The post holder will be supported with professional and personal development in line with the relevant Alnwick Medical Group policies.
- Alnwick Medical Group is an equal opportunities employer and encourages the development of all staff within the organisation

**Quality**
- 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 patient needs
- Effectively manage own time, workload and resources

**Health and Safety**
- Follows Alnwick Medical Group policies and procedures relating to health and safety
- Mitigates risks to employee and patient health and safety by contributing to risk assessments, escalating concerns and ensures adequate training in all areas of