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*Medical Receptionist - £11.56 - £11.88 per hour*

Gloucester, Quedgeley

We are looking for Medical Receptionists to join our friendly reception teams where you will work on the front desk and provide high quality primary care services for patients.  We currently serve a population of over 40,000 patients in four locations; Kingsway Health Centre our main site, Rosebank Surgery & Bartongate Surgery based in the city centre of Gloucester, and Severnvale Surgery at Quedgeley. The successful applicant will need to be prepared to work at all four surgery sites.

Rosebank Health are committed to providing the best possible healthcare to their patients.

We are looking for like-minded people who can help us fulfill this mission and make a real difference to our patients' lives.

The Job

As a Medical Receptionist, you will usually be the first person patients speak to when they come to the surgery. You will need to maintain a friendly but effective first point of contact and deal with enquiries appropriately.

Day to day responsibilities include answering patient queries on the phone, booking patients with the right clinician and calling patients to book them in for health checks and vaccinations.

You will need to follow the surgery’s systems, policies and procedures carefully and ensure that you maintain patient confidentiality at all times.

You will be trained in Care Navigation and there will be opportunities for development and progression within the surgery.

We have both part time (Minimum of 20 hrs per week) or (full time 37.5 hours) per week roles available.

Your shift pattern will be scheduled on a four-weekly basis and will require you to be flexible and available to work between the hours of 7.15am & 8.30pm Monday to Friday and Saturday 8.00am & 1.00pm

About you

The role involves a lot of patient contact, so you will need good interpersonal and communication skills alongside patience and diplomacy. A warm, friendly, empathetic and compassionate approach is required, and you should be able to influence and negotiate with patients.

You will also need to be able to work and think clearly under pressure, with competing distractions.

You must be comfortable with computers. Previous experience working in a GP practice is preferred but not required.

Experience in customer service fields and second languages may be helpful in your application.

Contact us

If you would like to discuss the opportunities, or shift patterns available please feel free to contact Michaela Davies, Assistant Practice Manager by clicking on Apply Now, or call her on the number in the contact details.

JOB DESCRIPTION

Job Title : Medical Receptionist
Location : Rosebank Health – 4 sites
Accountable to : Assistant Practice Manager/ Senior Receptionists
Hours per week : Part Time (minimum 20 hrs pw) & Full Time hours available.
The hours will be scheduled on a monthly basis.

The Post Holder may be required to work occasionally on a Saturday morning. The Post Holder
will be required to cover for other members of the Reception Team as required in times of high
workload, holidays or sickness

Purpose of the role

To represent the Practice on the telephone and face-to-face with patients, giving a
calm, friendly, efficient, and professional image. To keep patient medical records and
other administration records in good order, filing up to date and record messages
accurately and efficiently. To assist other members of the Primary Health Care Team as
necessary to ensure the Practice operates professionally and efficiently. To carry out
day-to-day administrative and data input functions as necessary.

Place of work

The Post Holder will be working over our four sites in Gloucester but this may be
subject to change in the future. The Post Holder will be required to travel between all
of the Practice’s surgeries as necessary and will therefore be expected to provide
his/her own transport.

Key Responsibilities
Reception

1. Welcome patients that come into the surgery to consult with members of thePrimary
Health Care Team.
2. Provide a professional and efficient service to patients and always be mindful ofthe
physical and mental state of those patients.
3. Resolve problems resulting from patients arriving late or at the wrong location.
4. Distribute health promotion or health related leaflets and information to patients as
necessary.
5. Ensure reception and waiting areas are kept neat and tidy.
6. Cover all other reception duties, following training, as necessary.
7. Undertake other relevant duties commensurate with the Post.

Telephone

1. Respond to calls from patients in a supportive and professional manner.
2. Ensure all calls are answered as quickly as possible.
3. Follow practice protocols regarding phone manner.
4. Transfer calls to the relevant members of the practice team.
5. Deal with appointment requests, give test results and handle prescription queriesover
the phone.

Appointments

1. Book, cancel and amend appointments using the Practice computer appointment
system in accordance with Practice protocols.
2. Ensure appointments are booked as efficiently and appropriately as possible using the
practice A-Z.
3. Manage requests for urgent care and routine GP , ECP and Physiotherapy
appointments by submitting an elite on the patients behalf, as per practice A-Z.
4. Deal with requests for home visits in accordance with Practice protocols or as directed.

Patient Registration

1. Explain practice registration arrangements and requirements to new patients and
temporary residents.
2. Process the registration of new patients in accordance with Practice protocols.
3. Process changes of address and name onto the patient’s paper and electronic records
in accordance with Practice protocols.
4. Assist patients to register for access to online services.

Prescriptions

1. In accordance with Practice protocols, process requests for repeat andacute
prescriptions.
2. File prescriptions that have been signed by the clinical staff and ETP tokens.
3. Locate prescriptions or ETP tokens ready for patients to collect.
4. Resolve problems when prescriptions are not ready for a patient to collectas
expected.
5. Contact patients at the request of the medicines management team regardingtheir
prescription.

Results and Patient Communication

1. Contact patients at the request of clinicians to book appointments following tests and
other investigations.
2. Contact patients at the request of clinicians to inform them of their test resultsas
directed by clinicians.

Data Input

1. Accurately input data into Practice computer system and patient’s electronic record.
This may include coding of clinical information, such as diagnosis and diagnostic test
results in accordance with Practice protocols.
2. Provide data and information to Primary Health Care Team members and others as
directed.
3. Report incidents of inaccuracy or incorrect data input to the Reception Manager.

Administration

1. Liaise with other members of the Primary Health Care Team where necessary to carry
out the duties of the Post.
2. Accurately file paper based records as directed.
3. Receive and distribute internal and external mail and documentation.
4. Have a good working knowledge of the telephone system.
5. Receive and distribute surgery supplies as necessary.
6. Clear, tidy and restock items in consultation rooms following morning andafternoon
surgeries.
7. Set up consultation rooms and patient areas at the start of the day and close up at the
end of the day.

Workload planning

1. The post holder will be managed by the Reception Management Team but is expected
to be self-motivated and use their own initiative within guidance.
2. Prioritise own workload and requests for support to make the most effective useof
resources available.
3. Use judgement and experience to determine the relevant urgency of requests received
from patients and other external organisations.
4. Bring to the attention of the Reception Manager problem areas, backlogs and areas of
difficulty.

Personal Development

1. Following adequate notice undertake appropriate training wheneverreasonably
possible. Such training may be provided internally or externally.
2. Take part in Protected Learning Time and other training deemed necessary by the
Practice. Such events that maybe held internally or externally. If these are not scheduled
within normal working hours the Post Holder will be paid for the additional hoursworked.
3. All employees have a responsibility to participate in regular appraisal (at least annual)
with their line manager and to identify performance standards for the post.
4. As part of the appraisal process employees have a joint responsibility with theirline
manager to identify any learning development needs in order to meet the agreed
performance standards.

Confidentiality

1. Maintain patient and Practice confidentiality at all times
2. Enter into a Confidentiality Agreement with the Practice which will continueafter
employment ceases.

Working Safely
1. Carry out all duties in accordance with guidelines, protocols and policies.
2. Follow Practice guidance and protocols with regard to building security and have
thorough knowledge of securing doors, windows and alarm systems.
3. Ensure that all duties of the post are carried out at all times so that they conform to:
i. Practice related policies, protocols, guidelines and procedures.
ii. The legal requirements of the Sex Discrimination Act 1975 (as amended), the Race
Relations Act 1976 (as amended) and the Disability Discriminations Action 1995where
applicable.
iii. All health and safety legislation and Practice procedures.

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 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 nonjudgmental and respects their circumstances, feelings priorities and rights.

This is a developing role within the Practice and the Post Holder will be expected to be
flexible and meet the changing needs of the Practice. This job description is an outline
only and may be amended from time to time following discussion with and the agreement
of the Post Holder.

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