Receptionist, Administrative​/Clerical

We are seeking a full-time, permanent Receptionist to join our busy and well-organised, friendly team. The role involves acting as the first point of contact for patients and visitors, delivering a high standard of customer service as well as administrative support.

This position offers the 37.5 hours per week and are as follows:

• Monday - 7.30am - 6.30pm
• Tuesday - 7.30am - 6.30pm
• Thursday - 8:00am - 12.30pm
• Friday - 7.30am - 6.30pm

Please note that flexibility is essential, as there may be occasions when additional shifts are required at short notice.

Duties may be varied from time to time under the direction of the Lead Receptionist/Practice Manager, dependent on current and evolving practice workload and staffing levels:

• Opening or closing of Practice premises
• Maintaining, monitoring and operating the Practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are signposted to the appropriate Healthcare Professional or service
• Using digital tools to manage and process patient requests
• Processing and distributing incoming (and outgoing) email
• Filing and retrieving paperwork
• Processing repeat prescriptions
• Initiating contact with and responding to requests from patients, other team members and associated Healthcare Agencies and providers
• Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Keeping the Reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

We are a small but busy NHS Training Practice in Dartford with just under 9000 patients. We have 2 General Practitioners Partners, 1 salaried GP, 1 Paramedic and 1 Physician Associate, 2 Practice Nurses and 2 HCAs and 8 members of staff within the Management, Secretarial, Reception and Administrative Teams.

We are a GMS practice.

Our IT system is EMIS Web.

The purpose of the role is to:

• Offer general assistance to the Practice Team with a positive and friendly image to patients and other visitors, either in person or via the telephone
• Receive, assist and signpost patients to the appropriate service or Healthcare Professional
• Administrative duties to help with the smooth and efficient running of the Practice including clerical support to clinical staff and other members of the Practice Team

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

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 incorporates 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.

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 annual appraisals, taking responsibility for maintaining a record of own personal and/or professional development and mandatory training
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

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 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

• Experience with…