Part Time GP Receptionist Edinburgh, Scotland
Job description
SALARY: £10,063- 11,240 (minimum starting salary depending on experience)
HOURS: Part Time- 18 hours per week (11:00am-17:00pm Wednesday, Thursday and Friday)
POSITION TYPE: Permanent Part-Time GP Receptionist
Come and work with us in a rewarding and secure job! An exciting opportunity has arisen to join our friendly and supportive Reception team. As a new member of the reception and administration team you will be joining 14 other team members. Your job will be to ensure that, at all times, a high standard of service is given to all patients, visitors and the wider healthcare team. Reception staff work on a rota covering different tasks throughout the opening hours of the Practice. These tasks rotate throughout the day to ensure variety within the role and to promote skills across different disciplines. The front Reception area is the first contact patients and visitors will have with the Practice and, therefore, reflects the whole culture of the Practice. First impressions are extremely important so it is imperative to be friendly and approachable at all times. This role is varied and will include making new appointments, processing prescription requests, receiving and accurately recording patient requests for home visits, responding to general enquiries and explaining Practice procedures as required, actioning requests for follow ups as per GPs. Attention to detail and accuracy whilst processing patient data and other information is crucial. Adhering to data protection and confidentiality rules is of the utmost importance.
Reception staff members work on a rota covering different tasks throughout the opening hours of the Practice. These tasks rotate throughout the day to ensure variety within the role and to promote skills across different disciplines. This is a busy role requiring an individual who has the ability to work proactively, communicate effectively and prioritise work accordingly. Much of our time is spent working with computers and general competency is essential, we use Vision clinical system and Docman mail system as well as other bespoke medical software packages and general Microsoft packages. The post holder will use their own discretion to anticipate or resolve problems independently throughout the course of their duty.
Our ideal candidate should have experience of working with the public in a customer focused role. Experience working in an NHS, General Practice or administrative setting is desirable but not essential as you will receive further training as relevant. You will need to be able to work in a busy office environment, be reliable, conscientious and demonstrate high attention to detail. You will also have to possess patience, empathy, be honest and remain calm under pressure. You should be positive and enthusiastic, have great communication skills and be flexible. You must also uphold patient confidentiality at all times.
Our ideal candidate will show willingness to learn and develop their own skills as well as working effectively within the wider team. They will be organised while undertaking routine tasks but should be able to re-prioritise tasks when required to suit the needs of the practice. They should be able to use their initiative and resolve problems within the parameters of the job description. This role will involve efficient face to face and electronic communication with all members of our multi-disciplinary team. The candidate must regularly take part in team meetings to ensure updated knowledge of systems and practice procedures as well as other important wider information or changes.
JOB DESCRIPTION
RECEPTIONIST
Job Details
Job Title: Receptionist Date: March 2023
Responsible to: Assistant Practice Manager Responsible for: n/a
Location: Ladywell Medical Centre (East), 26 Featherhall Avenue, Edinburgh, EH12 7UN
Job Purpose: To provide administrative support to the Practice ensuring a high standard of service is delivered to all patients, visitors and the healthcare team at all times. To ensure that patients, visitors and the healthcare team are treated in a professional and pleasant manner at all times.
Organisation Chart
Practice Manager
Assistant
Practice Manager
Contract and ITAdministrator Practice Nurse x 3
Reception Supervisor am x 1 Administrator - Office x 1 Treatment Room Nurse x 1
Reception Supervisor pm x 1 Administrator - Clinical x 1 Nursing Assistant x 1
Secretary x 1 Phlebotomist x 3
Records Summariser Admin Assistant x 1
Receptionist x 7
The role of the Reception Department
To provide general medical services to the patient population of Ladywell Medical Centre (East) via both front and back Reception areas. The front Reception area is often the first contact patients and visitors have with the Practice and, therefore, reflects the whole culture of the Practice. First impressions are extremely important so it is imperative to be friendly and approachable at all times. Back Reception assists with the management of administration tasks and contributes to the day to day and long term running of the Practice. In both front and back Reception areas high standards of work should be maintained and procedures continually monitored and improved where necessary.
Attention to detail and accuracy whilst processing patient data and other information is crucial. Adhering to data protection and confidentiality rules is of the utmost importance.
Most Challenging Part of the Job
Using effective and non-discriminatory communication and practical skills to meet the demands and expectations of all patients, visitors and colleagues. Effectively communicating with more vulnerable groups of patients, in particular those with severe ill health, mental illness, sensory impairments and/or behavioural issues.
Key Tasks of the Post
Patient Contact and Administration:
▪ Participate in the daily office Reception rota providing reception cover both face-to-face and via the telephone and/or passing on relevant information to relevant colleagues and other agencies where appropriate, enabling an effective and efficient service to be provided
▪ Responsible for making new appointments and follow-up appointments as requested
▪ Respond to all general enquiries and explain Practice procedures as required
▪ Action requests from GPs via follow-up actions
▪ Process all format of prescription requests in a timeous manner
▪ Receive and accurately record patient requests for home visits
▪ Where relevant, assist with opening, scanning and distributing all paper mail
▪ Where relevant, assist with the registration of new and temporary patients
▪ Ensure patient records are updated with change of name, address, telephone number or any other details
IT:
▪ Ensure knowledge of IT systems particular to the post is up to date by undertaking any relevant training
▪ Assist in training relevant practice staff in the use of programmes specifically used by the Reception team
▪ Use Vision clinical system to access patient records and appointments
▪ Use SCI gateway, Docman and the clinical mailbox to access computerised patient mail and action accordingly
▪ Use SCI store to access patient results and action accordingly
▪ Assist in providing solutions to IT software problems
▪ Report any IT hardware problems to Reception Supervisor and/or liaise with relevant organisations to provide solutions to hardware problems
General Administration:
▪ Pro-active in using his/her own initiative within the parameters of the job description
▪ Assist in resolving day-to-day operational and administrative problems reporting any complex issues to the
Reception Supervisor
▪ Report any opportunities to improve administrative systems or procedures to the Reception Supervisor
▪ Deal with any complaints from the public following the Practice Complaints Procedure, passing on to the
Practice Manager where appropriate
▪ Record incoming private fee payments
▪ Attend staff meetings and on rotation with other staff members take minutes at staff meetings
▪ Report any shortage of office stationery supplies to the Reception Supervisor
▪ Carry out any other duties delegated to you as considered appropriate to the post
Knowledge, Training and Experience
▪ Previous experience of working in an NHS or General Practice setting is desirable
▪ Previous experience of working in a customer service environment is desirable
▪ A confident approach in working with computers, particularly in a Windows environment, is essential
Key Skills and Personality Traits
▪ Ability to work productively and effectively with all members of the healthcare team in a busy and demanding office environment
▪ Ability to work independently as required
▪ Ability to multi-task and work under pressure in order to meet deadlines
▪ Organised whilst undertaking routine tasks with the ability to respond quickly to changing priorities
▪ Quick thinking with the ability to make decisions and solve problems
▪ Approachable and empathetic with colleagues and patients alike
▪ Excellent communication and interpersonal skills
▪ Use of tact, discretion and respect when dealing with confidential and/or sensitive issues
▪ A flexible approach to duties and working hours to ensure the needs of the Practice are met
Communications and Working Relationships
▪ The postholder will promote good communication within the primary care team by being approachable and knowledgable regarding all aspects of patient services and practice procedures
▪ The postholder will report to the Assistant Manager to discuss requests for personal annual leave or
TOIL thus ensuring cover of the post
▪ The postholder will communicate face to face with all team members on a daily basis, utilise telephone and e:mail as a means of internal and external communication and regularly take part in team meetings to ensure updated knowledge of systems and procedures or other important information is gained and/or shared
Assignment and Review of Work
▪ The post holder is responsible for his/her own continual professional development and performance regarding the efficient running of the Reception area of the Practice.
▪ The post holder will use his/her discretion to anticipate or resolve problems independently throughout the course of his/her duty. Any complex problems or complaints, in relation to staff or patients, which cannot be resolved should be reported in the first instance to the Assistant Manager.
▪ Responsible for own upkeep of personal development plan by identifying any gaps in skills and knowledge at annual appraisal
▪ A willingness to undertake relevant training/courses in order to close the skills and knowledge gap
Systems Used
▪ Vision: Clinical records and appointments system
▪ Docman: Mail scanning system
▪ SCI Gateway: Electronic mail and secretarial system
▪ SCI Store: Electronic results
▪ Microsoft Word: Word processing
▪ Microsoft Excel: Spreadsheet
▪ Microsoft Outlook: E:mail
▪ Internet Explorer: Internet
▪ Lexacom: Digital dictation system
▪ Alarm Security system: Security alarm
Equipment and Machinery Used
▪ Computers: clinical and non-clinical data entry, working with internal and external e:mails, report faults
▪ Scanner: scan and accurately route confidential correspondence into patient records
▪ Telephones: internal and external enquiries, recording triage calls, dealing with results and complex issues
▪ Fax machine: fax relevant documents to correct organisations, appropriately route incoming faxes to addressee
▪ Photocopier: copy medical records or other information
▪ Panic alarm: use and re-set when appropriate
▪ Fire alarm: break glass when appropriate to do so
▪ Fire extinguisher: use when appropriate to do so
▪ Electric fan: use when appropriate to do so
▪ Kettle: use as appropriate
▪ Microwave oven: use as appropriate
▪ Cooker: use as appropriate
▪ Water cooler: drinking water
Job Type: Part-time
Part-time hours: 18 per week
Salary: From £10,063.00 per year
Schedule:
- Day shift
- No weekends
Work Location: In person
Application deadline: 16/06/2023
Reference ID: RecPT/0623
Expected start date: 24/07/2023
