GP Practice Receptionist inDenbighshire inDenbighshire PUBLISHED MON 28 OCT 2024

Llangollen Health Centre is looking to recruit a receptionist for our busy GP Practice. The role will be mainly based in Llangollen, although there will be a requirement to work at Glyn Ceiriog surgery on occasion.

We are looking for a team player who excels in customer service, has strong communication skills with the ability to work under pressure and a commitment to providing the best possible care to our patients.

Experience in a similar role would be an advantage but is not essential as full training will be given.

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

About us

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

Job responsibilities:

Administration

• Have a thorough knowledge of all practice procedures.
• Work in accordance of written protocols
• Fax and photocopy as requested

Reception

• Receive patients consulting with members of practice team
• Deal with repeat prescription requests from patients according to practice protocols
• Hand prescriptions to patients according to practice protocols
• Deal with queries from patients and wide range of health professionals
• Oversee flow of patients through reception
• Liaise with members of the practice team as necessary

Appointments

• Process appointment requests from patients by telephone and in person.
• Process home visit requests
• Maintain message and triage lists

Signposting

• Signpost patients appropriately to information, advice or support to meet their needs
• Develop and maintain knowledge of the range of information, advice and services available to patients within the practice area

Information Technology

• Have an excellent working knowledge of the Practices computer systems, particular Emis Web. This will include:
• Registering new permanent and temporary patients.
• Processing patients change of address
• Processing repeat prescription requests from patients
• Processing appointments
• Maintaining triage, message and home visit lists
• Checking results

Telephone

• Have working knowledge of telephone system and answer machine systems.
• Answer the phone and deal with ensuing queries.

Other Tasks

• Ensure building security have thorough knowledge of doors/windows/alarm.
• Any other tasks allocated by managers

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 holders role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified

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

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