Receptionist

Job summary

This is an exciting opportunity to be part of a dynamic team, Market Lavington surgery is a busy rural practice in the heart of Wiltshire. We aim to provide a high level of service to all of our patients and understand that we are a cornerstone in our community.

As the first point of contact for the Surgery, the impression you create will be lasting. You will be the first to assist our patients with their enquiries, listening to their queries and signposting them to the most appropriate Clinician where necessary.

Whilst this is a part-time position, we would occasionally need you to be flexible to provide additional cover for holidays or sickness when required.

We recognise the importance of this role, our receptionists are the front line of our service. It is not always an easy job but it is rewarding and varied with a great team. 

Main duties of the job

Theduties and responsibilities will be varied and, whilst not restricted to, will include items in the followinglist.

Opening up/locking-up of practice premises Managing the practice appointments system Processing requests for appointments, visits and telephone consultations and ensuring patients are directed to the appropriate healthcare professional Processing and distributing incoming/outgoing mail Taking messages and passing on information Filing and retrieving paperwork Processing repeat prescription requests Computer data entry and maintaining patient records Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Clearing and re-stocking consulting rooms as required Word/data processing, filing, photocopying and scanning Provision of refreshments for staff and visitors as required; Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

About us

Market Lavington Surgery cares for over 5700 patients and is part of the Devizes Primary Care Network.

The successful candidate will join a friendly team of multi-disciplinary professionals, both clinical and non-clinical. Our aim is to provide professional health care to the patients in our community. Our team of partners and staff are friendly, helpful and approachable, and you will help us to deliver a variety of patient-centred services within a supportive and caring environment.

Job description

Job responsibilities

Job Summary:

Thepurpose of the role is to:

Offergeneral assistance to the practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone

Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way

Undertakea variety of administrative duties to assist in the smooth running of thepractice.

Facilitateeffective communication between patients, members the primary health care team,secondary care and other associated healthcare agencies

Duties andResponsibilities:

Theduties and responsibilities to be undertaken by members of the practiceadministration team may include any or all of the items in the followinglist. Duties may be varied from time totime under the direction of the Administrator/Practice Manager, dependent oncurrent and evolving practice workload and staffing levels:

Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols Maintaining and monitoring the practice appointments system Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Processing and distributing incoming (and outgoing) mail Taking messages and passing on information Filing and retrieving paperwork Processing repeat prescriptions in accordance with practice guidelines Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Clearing and re-stock consulting rooms as required Providing clerical assistance to practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning Provision of refreshments for staff and visitors as required; Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

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.

Health & Safety:

The post-holder will assist inpromoting and maintaining their own and others health, safety and security asdefined 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.

Equality and Diversity:

Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:

Acting in a way that recognizes 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-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

Thepost-holder will participate in any training programme implemented by thepractice 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.

Quality:

Thepost-holder 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.

Communication:

The post-holdershould recognize the importance of effective communication within the team andwill strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation ofServices:

Thepost-holder 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. Person Specification

Qualifications

Essential

GCE/GCSE English and Mathematics (Grade C or above)

Experience

Essential

IT literate including experience in using Microsoft Office applications (Word, Excel, Outlook) Experience of working with members of the public An understanding, acceptance and adherence to the need for strict confidentiality Ability to work under own initiative, make decision using own judgement and common sense A proven ability to work under pressure and multi-task Evidence of team working

Desirable

Reception experience Knowledge and experience of using System One Experience in primary care/NHS/caring profession Experience of administration and record keeping in an office environment Evidence of the ability to grasp new concepts and work on a self-directed basis

Personal Qualities

Essential

Excellent communication skills Good time management Ability to understand and learn new software and administrative procedures Ability to work under own initiative, make decision using own judgement and common sense Ability to work as part of a shift pattern. A willingness to work flexible hours to meet the needs of the business A willingness to develop the role and take on new responsibilities as the needs of the business change and evolve Pleasant and articulate, with a customer focused attitude Hard working, reliable and resourceful Good sickness record (max 3 events in last 12 months)

Desirable

A willingness to go above and beyond and to exceed patient expectations Able to manage change and cope with pressure Adaptable, innovative, forward thinking Empathy for the healthcare/public service environment Good sense of humour Car driver/ Owner Live relatively locally

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