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Job description

About us

Biddulph Valley Surgery is a small business in Biddulph, ST8 6AG. We are professional, fast-paced and supportive.

Our work environment includes:

• Modern office setting
• Growth opportunities
• On-the-job training

DRS’ GREEN, HOBSON, KUTTY & GIFFEN

Receptionist job description & person specification

Job Title Medical Receptionist

Line Manager Operational Manager

Accountable to Operational Manager

Hours per week

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 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.

Primary 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:

a. Maintaining and monitoring the practice appointment system

b. Process personal, telephone and e-requests for appointments

c. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

d. Signpost patients to the correct service

e. Greet and direct patients, keeping them informed of any delays

f. Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner

g. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

h. Deal with all general enquiries, explain procedures and make new and follow up appointments

i. Deal with home visit requests using the appropriate process

j. Issuing of routine prescriptions, and ensuring the patient has it ready in the required timeframe of 48 working hours

k. Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork

l. Manage all personal communication accounts (EMIS, NHS.net, northstaffs, clarity etc.)

m. Advise patients of relevant charges for private (non-general medical services) services, accept payment and issue receipts for them

n. Enter patient information on to the computer as required.

o. Patient notes and correspondence: Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

• Ensure correspondence, report, result etc are filed promptly onto the computer system and in the correct records, ensuring that all recent correspondence is available when patients are seen
• Ensure records are kept in good repair with all necessary information on the outside cover clearly visible

p. Accept and hand out prescriptions, letters, completed forms, specimen bottles etc.

q. Ensure that the Practice Complaints Procedure is followed and that all patients’ comments are registered and dealt with as appropriate

r. Initiating contact with and responding to, requests from patients, team members and external agencies

s. Read code data on EMIS as necessary

t. Photocopy documentation as required

u. Data entry of new and temporary registrations and relevant patient information as required

v. Input data into the patient’s healthcare records as necessary

w. Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the secretarial and/or medical administrative team

x. Manage all queries as necessary in an efficient manner

y. Carry out system searches as requested

z. Maintain a clean, tidy, effective working area at all times

aa. Monitor and maintain the reception area and notice boards

bb. Support all clinical staff with general tasks as requested

cc. Assisting with arranging transport for patients

dd. Undertake chaperoning of patients when requested to do so

ee. Undertake any other additional duties appropriate to the post as requested by the Partners or the Operational Manager

Secondary Responsibilities
In addition to the primary responsibilities, the medical administrator may be requested to:

a. Partake in audit as directed by management

b. Support administrative staff, providing cover during staff absences

c. Scanning of patient related documentation and attaching scanned documents to patient’s healthcare records

d. To attend staff and team meetings as necessary. If unable to attend then must take responsibility to read subsequent Minutes and act upon any decisions listed as soon as possible after the missed meeting

Generic Responsibilities
All staff at Biddulph Valley Surgery have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990,
Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Office Supervisor/Operational Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme.
Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Biddulph Valley Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share their door passes or the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Biddulph Valley Surgery, staff are required to dress appropriately for their role.
Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all of their staff are encouraged to take all of their leave entitlement.

Safeguarding

Other Practice Staff - All staff, employees, volunteers, students and others working within the practice will keep up to date with national developments relating to preventing harm, exploitation, coercion, abuse and the welfare of children and young people.

All practice staff uphold the general practice rules which include;

• Challenging any unacceptable behaviour by any other Practice staff
• Never promise to keep a secret about any sensitive information disclosed to you but follow the Practice’s guidance on confidentiality and sharing information.
• Remembering the welfare of the child is paramount.
• Respect a young person’s right to personal privacy and encourage children, young people and adults to feel comfortable to point out attitudes or behaviours they do not like.

SIGNED: …………………………………..
PRINT NAME: …………………………….
DATE: ………………………………………

The person specification for this role.

Person Specification - Receptionist

Qualifications Essential / Desirable
Educated to GCSE level or equivalent - Essential

GCSE Mathematics & English (C or above) - Desirable

AMSPAR Receptionists Qualification - Desirable

NVQ Level 2 in Health and Social Care - Desirable

Experience Essential / Desirable
Experience of working with the general public - Essential

Experience of administrative duties - Desirable

Experience of working in a health care setting - Desirable

Skills Essential / Desirable
Excellent communication skills (written and oral) - Essential

Strong IT skills - Essential

Clear, polite telephone manner - Essential

Competent in the use of Office and Outlook - Essential

EMIS / Systemone / Vision user skills - Desirable

Effective time management (Planning & Organising) - Essential

Ability to work as a team member and autonomously - Essential

Good interpersonal skills - Essential

Problem solving & analytical skills - Essential

Ability to follow policy and procedure - Essential

Personal Qualities Essential / Desirable
Polite and confident - Essential

Flexible and cooperative - Essential

Motivated - Essential

Forward thinker - Essential

High levels of integrity and loyalty - Essential

Sensitive and empathetic in distressing situations - Essential

Ability to work under pressure - Essential

Other requirements Essential / Desirable
Flexibility to work outside of core office hours - Essential

Disclosure Barring Service (DBS) check - Essential

This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.

Job Type: Full-time

Benefits:

• Company pension
• Employee discount
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Biddulph, ST8 6AG: reliably commute or plan to relocate before starting work (required)

Experience:

• Administrative (required)

Work Location: One location

Application deadline: 02/03/2023
Reference ID: Medical Receptionist BVS 01