Job summary
We are a traditional and independent practice based in Solihull. We are expanding our workforce and looking to appoint two competent and friendly practice receptionists to joins us.

These are permanent employed positions for 24 to 30 hours per week. Shifts will be a mix of morning and afternoon sessions starting at 8 and finishing at 6.30 pm with lunchtime change over.

The successful applicants will have significant experience of working in general practice.

Main duties of the job
The post holder will have a varied role covering all aspects of practice reception work.

From creating a warm welcome to the practice to supporting the on call GP with triage requests. Assisting patients requests via email or telephone and dealing with administrative tasks. You will need to be positive, friendly and professional as well as having attention to detail and the ability to remain calm under pressure.

Please also see the Job description.

About us
We have an Outstanding CQC rating, a purpose built building and on site car park. Our patient population is diverse and friendly. We are fortunate to have a great team of helpful staff. We use System 1 and are a training practice with GP registrars.

Forward thinking with patient care at the heart of our mission, Hobs Moat Medical Centre provides primary medical services to 11,200 patients. We serve a diverse patient population in terms of age as well as socioeconomic status and we also look after a care home located very near by.

Job responsibilities
Job Title Receptionist
Report to Practice Manager & Assistant Manager

Job Summary:

• Greeting patients warmly and professionally at the desk or on the telephone.
• Assisting and supporting clinicians and patients with practice triage, process and signposting.
• Working closely with internal clinical and administrative staff to ensure optimal levels of patient care and timely follow up actions.
• Liasing with external services such as midwifery, district nurses, MSK team, PCN staff.
• Updating patients, proactively and on request from patient enquiries, emails, internal tasks etc.
• Administration related but not limited to prescription requests, registrations, emails, triage, general requests and tasks.
• Handle correspondence (paper and electronic) with care and maintaining confidentiality. Dealing with confidential waste.
• Ensuring records are updated accurately and safely, and compliant with data security, information governance and confidentiality standards.
• Other miscellaneous reception tasks such as organising, tidying or producing waiting room literature, patient call in lists, audit etc.
• Tasks and elements of the job description may be varied with changing needs of the practice and technologies.

CORE RESPONSIBILITIES
Reception

• Patient signposting/care. Listen to patient queries and directing them to the most appropriate service, colleague or process
• Appointment Management: Book, amend, and cancel face-to-face, telephone, or online appointments using clinical IT system
• Reception Desk Duties: Welcome patients and visitors at the front desk and assist with their enquiries
• Telephone reception. Welcome and deal with telephone enquires efficiently and prioritising these when needed to ensure call queuing times are minimised.
• Triage support; Assisting the on call/triage GP with management of the daily requests.
• Opening and closing the premises following procedure to maintain security
• Applying various tools and IT solutions to ensure the accuracy and timely actions on patient records.

Professional

• Communicating clearly and effectively with patients whilst treating them with care and compassion
• Complying with all mandatory training.
• Actively participating in any relevant meetings.
• Maintaining and updating a continuing personal development plan and portfolio.

Clinical and information Governance

• Ensuring full compliance with information governance standards policies around confidentially and security of patient records.
• Follow protocol for preparing medical records for patient access which includes redacting third party and sensitive information.

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 will 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 and may only be divulged to authorised persons in accordance with the Practice policies and procedures.

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, to include:

• 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 health and safety hazards immediately when recognised
• Keeping own work areas and general work areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

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
• 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 teams 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 peoples needs for alternative methods of communication and respond accordingly

Person Specification
Experience
Essential

• Good standard of written and verbal communication
• GP Practice receptionist experience
• Positive, friendly and able to remain calm under pressure

Desirable

• Experienced in the use of System 1

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.