Medical Receptionist

JOB DESCRIPTION & PERSON SPECIFICATION

General Information

JOB TITLE: Medical Receptionist/Administrator

GRADE: £10.42 per hour

HOURS: 25- 30 hours a week Monday to Friday shifts between 8am - 8pm flexible shifts

DEPARTMENT: Reception

ABOUT Alvaston Medical Centre and Aston Surgery
- (GP Surgery, 4 partners and 11,000 service-users/patients over 2 sites).

We are a busy medical practice and we open from 8am - 6.30pm Monday and Friday and 8am
- 8pm Tuesday - Thursday. You will be required to work shifts that start or end at the above times. You may be required to cover at our branch site in Aston On Trent. You must have experience in a customer care environment, ideally medical and have energy, enthusiasm and be self-motivated with excellent communication skills.

Our vision

We believe that the primary importance is our people. We as a team are committed to 5 values in everything we do:

- CARE **ACCOUNTABILITY ** INNOVATION **RESPECT ** EXCELLENCE

In our quest for continual improvement and to better manage the challenges facing healthcare providers, we embrace innovation. Our values mean that all Alvaston employees approach their work with a conscience and patients are our priority. We are all accountable for our work and our organisation supports our staff to have the confidence to take responsibility in their roles. Excellence is at the heart of everything that we do.

Brief overview of the type of duties and responsibilities undertaken by an Alvaston Medical Centre Receptionist / Administrator.
- Telephone Duties
- Making appointments.
- Managing home visit requests.
- Dealing with general enquiries and complaints.
- Contacting other Providers.

Reception Duties
- Registering new patients and temporary residents.
- Greeting and directing patients and visitors.
- Arranging appointments.
- Ensuring outstanding enquiries are explained and handed over to the next shift as necessary.
- Responding to the needs of doctors and nurses during surgery.
- Collecting payments from patients for non-NHS services.
- Dealing with general enquiries.

General
- Input and extract information from Practice computer system (TPP SYSTEM ONE).
- Observe Health & Safety Guidelines at all times.
- Any other reasonable duties as necessary.

JOB SPECIFICATION

Communication
- Support and communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating to enable us to be accessible to all.
- Anticipate barriers to communication and take action to improve communication
- Communicate effectively with team members and act as an advocate when representing the patients’ and colleagues’ viewpoints to others

Delivering a quality service
- Prioritise, organise and manage own workload in a manner that maintains and promotes quality
- Assess own performance through self and peer review, benchmarking and formal evaluation (e.g. appraisals).
- Participate in the maintenance of quality governance systems and processes across the organisation
- Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required
- Support and participate in shared learning across the practice and wider organisation
- Participate in the management, review and identify learning from patient complaints, incidents and near-miss events utilising a structured framework (e.g. root-cause analysis)

Team working
- Understand own role and scope in the organisation and identify how this may develop over time
- Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working in team activities that create opportunities to improve patient care

Management of risk
- Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
- Monitor work areas and practices to ensure they are safe and free from hazards and conform to health (including infection control), safety and security legislation, and practice policies, procedures and guidelines
- Undertake mandatory and statutory training

Utilising information
- Use technology as an aid to management in planning, implementation and monitoring, presenting and communicating information Understand own and other’s responsibility to the individual organisation regarding the Freedom of Information Act
- Collate, analyse and present clinical data and information to the team using appropriate charts and/or graphs to enhance care
- Learning and development
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments
- Assess own learning needs and undertake learning as appropriate
- Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness a