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Receptionist - General Practice

2 months ago

Hereford, United Kingdom Taurus Healthcare Limited Full time

Job summary

Taurus Healthcare Ltd is advertising this position on behalf of Wargrave House Surgery. This means that Wargrave House Surgery is the employing organisation and will make the final decision on appointing candidates.

Taurus Healthcare Ltd, on behalf of Wargrave House Surgery, will collate all relevant information for the purpose of the recruitment and pre-employment check process.

This information will then be securely transferred to Wargrave House Surgery.

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information (including prescription requests) and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

Interview date: 30th July 2024

Main duties of the job

Maintaining and monitoring the practice appointment system making new and follow-up appointments. Process in person, telephone and e-requests for appointments using your own judgment and communication skills to ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately. Signpost patients to the correct service.

About us

Wargrave House Surgery is located in the centre of Hereford and provides primary medical care to people who also live in the town and its surrounding suburbs. There are approximately 8550 patients registered at the practice. The practice is managed by four partners, including a Paramedic. They are supported by two salaried GPs. The practice employs Paramedics and several Practice Nurses who carry out reviews of patients with long term conditions such as, diabetes, asthma and hypertension. They also provide cervical screening and contraceptive advice. There are two Health Care Assistants who carry out duties such as, phlebotomy, health checks and flu vaccinations. The practice is open Monday to Friday from 8:00am 6:30pm.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Job description

Job responsibilities

JOB SUMMARY

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information (including prescription requests) and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

KEY DUTIES AND RESPONSIBILITIES:

The following are the core responsibilities of the receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels. Training in specific areas may be necessary. Personal development and education will be encouraged.

Maintaining and monitoring the practice appointment system making new and follow-up appointments Process personal, telephone and e-requests for appointments using your own judgment and communication skills to ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner Answer incoming phone calls, transferring calls or dealing with the callers request appropriately Signpost patients to the correct service Advise patients of relevant charges for private services, accept payment and issue receipts. Initiating contact with and responding to, requests from patients, team members and external agencies Data entry of new/temporary registrations, patient/proxy access and relevant patient information as required Input data into the patients healthcare records as necessary Direct requests for information SAR, insurance/solicitors letters and DVLA forms to the appropriate person Manage all queries as necessary in an efficient manner Carry out system searches as requested Maintain a clean, tidy, effective working area at all times Monitor and maintain the reception area and notice boards Support all clinical staff with general tasks as requested Complete opening and closing procedures in accordance with the duty rota Produce repeat prescriptions, ensuring they are processed accurately and efficiently Monitoring of stationery supplies Undertake administrative tasks as allocated by the Team Leader

GENERIC DUTIES AND RESPONSIBILITIES

Personal/Professional Development

The post-holder 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 Comply with the governance structure in keeping with the principles and standards set by the organisation Attendance at all Mandatory and Statutory training requirements as indicated by the Partners

Confidentiality

In the course of seeking treatment, patients entrust the Practice with, or allow the Practice 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, their carers, 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 as well as other related healthcare legislation.

Health & Safety

The post-holder will comply with practice policies, procedures and clinical guidelines for self and others. This includes (but not limited to):

Identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised Identifying issues and hazards/risks in relation to other work areas within the business Healthcare workers have a duty of care to patients and are expected to comply fully with the practices Infection Prevention and Control policies and attend yearly IP&C training, for personal and patient safety and for prevention of healthcare-associated infection. Active observation of current working practices across the practice in relation to infection control, cleanliness and related activities, ensuring that procedures are followed, and weaknesses/training needs are identified, escalating issues as appropriate. Identifying the risks involved in work activities, raising them with appropriate management and managing those risks across clinical and patient processes. Safe management of sharps procedures, including training, use, storage and disposal Keeping own work areas and general/patient areas generally clean, sterile, assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the Practices Safeguarding Children and Safeguarding Vulnerable Adults and PREVENT policies and procedures. Routine management of own team/team areas, and maintenance of workspace standards: Waste management, including collection, handling, segregation, container management, storage and collection Spillage control procedures, management and training Decontamination control procedures, management and training, and equipment maintenance

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and 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 Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity Behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights Support people who need assistance in exercising their rights.

Research and Quality

The post-holder will strive to maintain quality within the Practice, and will:

Alert other team members to issues of quality and risk Apply practice policies, standards and guidance 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 Demonstrate evidence-based care, working with agreed protocols and guidelines Participate in audit, data collection and activity monitoring to improve performance and inform future service developments.

Communication

The post-holder should recognize the importance of effective communication within the team and will 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 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

We are increasingly discussing working collaboratively with other practices in our locality and county and future working arrangements may including working at other sites or taking part in an extended hours rota.

This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partners.

Person Specification

Skills

Essential

Excellent communication skills (written and oral) IT skills (MS Office, Internet etc.) Good interpersonal skills Time Management

Experience

Essential

Previous experience of working with the general public

Desirable

Experience of administrative duties Experience of working in a healthcare setting Experience of prescription administration

Behaviours

Essential

Able to work under pressure Able to work as a team member and autonomously Motivated Clear, polite telephone manner Effectively utilise resources Embrace change in working practices in a positive manner Able to deal with patients and colleagues in a professional and sympathetic manner Willingness to undertake out-of-hours working if required Adopts a flexible and proactive approach to work duties High level of integrity and loyalty

Knowledge

Desirable

Experience of EMIS medical information system

Other Requirements

Essential

Confidentiality Must be flexible (cover for sickness and leave) Must be willing to undergo training Standard Disclosure clearance from the