Receptionist / Telephonist, Florence House Medical Practice , Manchester

We require a reliable receptionist / telephonist to join our friendly team dealing with patients in person and on the phone as this is an integral part of the role. The job entails making appointments on a computer system , putting information onto the system and undertaking general office and reception duties including answering a wide range of patient queries and supporting the Doctors and Nurses.
Experience of Reception work is preferred and applicants must have a good general standard of education including Maths and English GCSEs or equivalent. Most important is the ability to remain calm in a busy and sometimes challenging environment and the sensitivity to deal with our patients kindly yet efficiently at all times. Candidate must have excellent customer service skills.
The applicant needs to be able to work additional hours from the commencement of the job to cover for holidays and occasional sickness within the team. Flexibility is crucial.

The vacancy is for 30 hours per week:
Monday 13.30pm – 18.30pm
Tuesday 13.30pm – 18.30pm
Wednesday 08.00am – 18.30pm (30 min unpaid break)
Thursday 13.30pm – 18.30pm
Friday 13.30pm – 18.30pm


Duties and responsibilities

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.

Telephone Enquiries
Restoring telephone services
Telephone calls are answered promptly and clearly and in line with the practice protocol
Calls are answered clearly, simply and with warmth, conveying accurate information to the caller
Deal with in-coming calls and pass on the appropriate information to the relevant personnel
Confidentiality is maintained at all times
Make external calls on behalf of the Practice to external agencies

Reception Duties
Booking into and running of the appointment system
Receive and direct patient at reception promptly and courteously
Advise patients of overdue health checks and direct to appropriate clinic
Handle difficult, distressed or aggressive patients with tact and diplomacy
Ensure the patient computer details are kept up to date e.g. correct telephone numbers
Ensure conversations with patients and relatives are conducted in a confidential manner
Organise appointments and checking surgery lists
Ensure that the reception area is tidy at the end of surgery
Ensure a continual flow of patients during surgeries
Hospital post and incoming mail is dealt with in the appropriate way.
Post marked personal, private and confidential must be passed to the practice manager
Extraction of notes and/or summary sheets for visits and surgeries
Organise requests for home visits and appropriate paperwork
Be completely familiar with the Practice Complaints Procedure and advise and direct patients appropriately
Chaperone when requested in accordance with the practice chaperone policy
Ensure that daily messages for receptionist are read and understood
Ensure safe procedures in handling specimens/samples/vaccines
Ensure any unsafe features of public/office/reception areas and noticed and rectified or promptly and accurately reported
Ensure waiting area is kept free from obstacles and is maintained in a tidy and presentable manner
Leave reception area tidy and ready for incoming colleagues, together with information regarding unresolved or urgent problems
Ensure tasks are completed
Process prescriptions in accordance with the repeat prescribing protocol

Filing and Record Keeping
Locate patient records and re-file after use
Filing of hospital letters; results, prescriptions and other documentation
In-putting data from medical records and other clinical information
Returning medical records
Receiving medical records
Passing on messages and recording in the relevant message books
Providing a receipt to patients for insurance reports/private work

Computer Duties
Retrieving statistical data where requested
Backing up of computer files for both servers and running cleaning tape as required
Liaise with EMIS/CCG IT helpdesk when required
Operation of the computer system programme and data in-put of clinical information where required
Hospital letters/lab results – ensure it is date stamped, scanned and attached to the patient record via DOCMAN

Designated Duties
Setting up clinic rooms and surgeries for doctors and clinics
Tidying of rooms at the end of surgeries and ensuring all documentation is safely stored
Completion of forms required for surgeries
The duties above may change in the light of developments within the Practice and are subject to review

Team Awareness
Understand own role within the Primary Health Care Team and its impact on patient care
Understand other roles within the Primary Health Care Team
Requests from colleagues are responded to willingly
Where requests from colleagues cannot be met, reasons are clearly and politely given
Be aware of the CCG or its successor and its role with regard to the Practice and patients
Understand the need for continued training and self-development
Participate in any training programme implemented by the practice as part of this employment
Along with other members of the team, make tea/coffee
Be aware of security measures within the practice to ensure patient and staff security at all times

Employment Acts and Codes of Practice
Comply with employment legislation and codes of good practice.

Health and Safety
In accordance with the Health & Safety At Work Act 1974, and other supplementary legislation required, to take reasonable care to avoid injury during the course of work and co-operate with the Practice and others in meeting statutory requirements.

For more information regarding this opportunity, please contact; Julie Schofield

Closing date: 22/06/2022Job reference: JS/2022Job type: PermanentStaff group: Administrative and ClericalJob location: ManchesterEmployer: Florence House Medical Practice