Thank you for your interest in the post of Part-time Receptionist at New Hall Surgery. We enclose the following:

Transcription

1 Dear Applicant Thank you for your interest in the post of Part-time Receptionist at New Hall Surgery. We enclose the following: 1. New Hall Surgery information about the practice. 2. Job description 3. Terms and conditions of service 4. How to apply 5. Application Form We look forward to receiving your completed application form should you choose to apply. Any further information required please contact Jayne Mudd (Practice Manager) or Tracy Meyer (Business Manager) tel , or Applications MUST be made on the form provided. A CV may be appended, if required, but does not replace the need for a fully completed form. Closing date for applications Friday 22 nd July 2016 Interview date Thursday 4 th August 2016 Yours sincerely Jayne Mudd Practice Manager

2 1. INFORMATION ABOUT THE PRACTICE THE PREMISES In August 2000 we moved from cramped converted premises to a purpose built doctors surgery. The premises are equal to any in the country and offer us real opportunities to develop our service to patients. We have eighteen consulting/treatment rooms, counselling room, large health promotion room and meeting room able to hold up to 25 people. We also have a spacious, comfortable staff room, which is well used by all the staff. THE DOCTORS Dr V Rawcliffe (male) Dr S Kapur (male) Dr D Greene (female) Dr R Davies (female) Dr E Harkin (female) Dr J Soul (male) Dr R Islam (female) BUSINESS MANAGER Tracy Meyer PRACTICE MANAGER Jayne Mudd THE TEAMS The practice is well supported by a loyal, friendly and supportive team. We are lucky to have a low turnover of staff and many have been with us for more than ten years. We have a team of 3 practice nurses and 2 health care assistants. Our excellent reception & information management teams are vital to the efficient running of this busy practice. Our team of 3 secretaries manage all patient referrals most of which are via the electronic Choose & Book system. THE PRACTICE PHILOSOPHY The philosophy of the practice has always been to provide first class health care to our patients and to contribute to the health of the local community. We are a friendly practice and support one another. The practice is a team and working together is the keystone of our approach. We are keen to develop all aspects of the care we provide and aim to continue to develop the practice. THE PATIENTS The patient list size is currently around We have a wide range of patients from very different backgrounds. The practice area includes a deprived area of Hull but also has substantial numbers from the village of Cottingham. As we are close to the university we have a number of students registered with us.

3 2. JOB DESCRIPTION JOB TITLE: RECEPTIONIST REPORTS TO: HOURS: PRACTICE MANAGER 24hrs per week(+ leave cover) 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. Duties may vary from time to time under the direction of the Practice Manager/Business Manager, dependent on current and evolving practice workload and staffing levels. Job Responsibilities: Administration To have a thorough knowledge of all Practice procedures. To work in accordance of written protocols Pulling/filing notes when necessary Registration & deduction of patients Basic data input Carry out all admin tasks identified within reception Ensure adequate supplies of master forms are available Fax and photocopy as requested Prioritise workload to maximise efficiency Reception Ensure waiting room is prepared and open for patients as per start-up procedure Receiving patients and monitor call system to ensure patients are not missed Consulting with members of practice team and outside agencies Deal with all enquiries and appointment requests that are presented to front desk Issue completed prescriptions to patients, checking names and address. Be able to cover all reception positions as necessary Ensure the waiting room is kept presentable at all times Ensure surgery is secure at closedown Appointments Action appointment requests, in accordance with current protocol, from patient in person & by telephone Check message book and action all outstanding messages Manage telephone calls to ensure that time on hold is kept to a minimum for patients/callers Ensure surgery is secure at closedown General Enquiries Deal with all general enquiries, and work strictly to practice protocols. Ensure clear and accurate messages are logged and passed to relevant staff members Take note of, and log, all home visit requests to protocol Check message book and action all outstanding messages Ensure surgery is secure at closedown

4 Computer Be aware of practice software system Be aware of the practice boundary and registration rules Make adjustments to electronic patient records as necessary (update manual notes when necessary) Complete all identified admin tasks Encourage patients to use the automated patient check in, on-line services and electronic prescription service. Telephone Have working knowledge of practice telephone system Other Tasks General Housekeeping Ensure building security have thorough knowledge of doors/windows Any other tasks allocated by managers Confidentiality: Ensure, at all times, that we adhere to strict confidentiality guidelines. Be aware of anyone who may overhear your conversation. Ensure that any paperwork or on screen information cannot be viewed by a patient or anyone not employed by the practice. 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, to 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 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 recognises the importance of people s 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 nonjudgmental and respects their circumstances, feelings priorities and rights.

5 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 team s performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources. Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise people s 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.

6 Skills and Knowledge Required: Knowledge of confidentiality and data protection issues A calm and common sense approach Ability to work without direct supervision and on own initiative Able to work under pressure Manage time effectively Prioritise tasks and actively seek work when not fully employed Interpersonal and communications skills To adapt to change within the organisation Knowledge of office practices, procedures and protocols Knowledge of standard procedure for filing Ability to read, write and accurately follow oral and written instructions Ability to problem solve

7 Receptionist: Person Specification Required attribute Essential (E) / Desirable (D) Method of Assessment Qualifications: Good standard of general education (E) GCSE English (D) Basic IT skills (E) training on specific systems will be provided Application form & interview Experience: Work / Administrative Practical experience of working with others (E) Experience of working in a busy customer environment (E) Application form & interview Skills / Knowledge: Written skills (E) Verbal / Communication skills (E) Interpersonal skills (E) Team worker (E) Able to follow written & verbal instructions (E) Application form & interview Personal Circumstances: Good time keeper (E) Application form & interview Attitude & Disposition: Polite & friendly (E) Enthusiastic (E) Flexible (E) Committed (E) Interview

8 3. TERMS AND CONDITIONS OF EMPLOYMENT PAY 7:65 per hour rising to 8:15 after successful completion of a 6 month probationary period HOURS 24 hrs per week, plus cover for colleagues annual/sick/study leave SHIFTS To be confirmed ANNUAL LEAVE 5 weeks per annum, pro-rata to hours worked TRAINING Initial 4 weeks training from Practice Manager and reception staff PENSION NHS pension scheme PROBATIONARY PERIOD 6 months NOTICE PERIOD 4 weeks either way after probationary period. During probationary period, two weeks. New Hall Surgery is an Equal Opportunity employer

9 4. HOW TO APPLY Application is by Application Form Applications MUST be made on the form provided. A CV may be appended, if required, but does not replace the need for a fully completed form. Closing date for applications Friday 22 nd July 2016 The interviews will take place on Thursday 4 th August 2016 and successful applicants will be invited on this date. CVs received without a completed application form will be disregarded.