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Grove Medical Practice

Reception Team Member (Part Time – 26.25 hrs per week)

We are looking for an enthusiastic, customer-focused colleague to lead our Reception Team. Providing patient-facing support, you and your team will help patients access and navigate our services, ensuring that they are seen by the right clinician at the right time.

Great communication skills, effective team work and a flexible approach are essential for this rewarding role. Hours are worked on rolling 12-week rota between 08:00am and 18:15pm, Monday to Friday with one week starting at 07:00am and all applicants would need to be able to work this rota.

We are a friendly, proactive, newly-merged GP practice based in the heart of historic St Ives. We specialise in training (including GP Registrars, medical students and nursing students) and research. Over the last two years we have invested in our team and premises to deliver high-quality patient care. If you have a passion for primary care, we’d love to hear from you.

In return, we offer a great working environment, a varied and dynamic role, competitive pay based on skill and experience and 27 days annual leave (+ bank holidays).

Job Summary:

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

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

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

Delivering Remarkable Customer Service

Underlining everything you do is the requirement to play your part in the delivery of remarkable customer services to our patients, internal colleagues and external stakeholders. This applies in all of your dealings. There are many elements to delivering remarkable customer service but common throughout are requirements to listen and be responsive, always ensure patient and customer messages and requests are passed on and ensure any mistakes or omissions and possible improvements that are identified are shared with your manager.

Job Responsibilities:

The duties and responsibilities to be undertaken by members of the Practice Reception Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Team Leader/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
• Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information on to the computer as required.
• Patient notes and correspondence:
• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
• Ensure correspondence, reports, results etc are filed promptly 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.
• Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
• At the start of the day when first to arrive make all necessary preparations to receive patients.

• When last to leave at the end of the day, ensure that the Reception area, main office and waiting room are left tidy and ready to receive patients the following day.
• Ensure that all new patients are registered onto the computer system promptly and accurately
• Keep the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

• Process patients change of address – computer data and medical records (have knowledge of Practice area).
• Chaperoning when requested to do so.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

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 in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified

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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 people’s 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:

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

Quality:

The post-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 team’s performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

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 people’s needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-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

Job Type: Part-time
Part-time hours: 26.25 per week

Salary: £10.50 per hour

Benefits:

• Company pension
• Store discount

Schedule:

• Monday to Friday

COVID-19 considerations:
Our practice is compliant with all appropriate COVID-19 protocols.

Work Location: In person

Application deadline: 04/08/2023
Reference ID: Reception Team Member