Reception / Administration

The following are the core responsibilities of the

receptionist/administrator. There may be on occasion, a requirement to carry

out other tasks; this will be dependent upon factors such as workload and

callers request appropriately

members and external agencies

electronic referral system (ERS)

information as required

documents to patients healthcare records

letters and DVLA forms to the administrative team

an efficient manner

Medical Receptionist

/ Administrator

Accountable

to

Hours

per week

37.5

To be responsible for

undertaking a wide range of reception and administrative duties and the

provision of general support to the multidisciplinary team. Duties can

include but are not limited to, greeting and directing patients, patient

registration, booking appointments, processing of information (electronic and

hard copy) and assisting patients as required. To act as the central point of

contact for patients, the distribution of information, messages and enquiries

for the clinical team, liaising with multidisciplinary team members and

external agencies such as secondary care and community service

providers.

Our

aim is the provision of high quality, evidence based, effective care for all

of our patients delivered by a cohesive, happy team.

All

staff at Fell Cottage Surgery have a duty to conform to the following:

A good attitude and positive action towards Equality, Diversity and Inclusion creates and environment where all individuals are able to achieve

their full potential. Creating such an environment is important for three

reasons: it improves operational effectiveness, it is morally the right thing

to do, and it is required by law.

Patients and their families have the right to be

treated fairly and be routinely involved in decisions about their treatment

and care. They can expect to be treated with dignity and respect and will not

be discriminated against on any grounds including age, disability, gender

reassignment, marriage and civil partnership, pregnancy and maternity, race,

religion or belief, sex or sexual orientation. Patients have a responsibility

to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in

recruitment and career progression. Staff can expect to work in an

environment where diversity is valued and equality of opportunity is

promoted. Staff will not be discriminated against on any grounds including

age, disability, gender reassignment, marriage and civil partnership,

pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Staff have a responsibility to ensure that you treat our patients and their

colleagues with dignity and respect.

Safety, Health,

Environment and Fire (SHEF)

This practice is committed to supporting and

promoting opportunities to for staff to maintain their health, well-being and

safety. You have a duty to take reasonable care of health and safety at work

for you, your team and others, and to cooperate with employers to ensure

compliance with health and safety requirements. All personnel are to comply

with the Health and Safety at Work Act 1974, Environmental Protection Act

1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and

other statutory legislation.

practice is committed to maintaining an outstanding confidential service. Patients

entrust and permit us to collect and retain sensitive information relating to

their health and other matters, pertaining to their care. They do so in

confidence and have a right to expect all staff will respect their privacy

and maintain confidentiality at all times. It is essential that if, the legal

requirements are to be met and the trust of our patients is to be retained

that all staff protect patient information and provide a confidential

service.

preserve and improve the quality of our output, all personnel are required to

think not only of what they do, but how they achieve it. By continually

re-examining our processes, we will be able to develop and improve the

overall effectiveness of the way we work. The responsibility for this rests

with everyone working within the practice to look for opportunities to improve

quality and share good practice.

practice continually strives to improve work processes which deliver health

care with improved results across all areas of our service provision. We

promote a culture of continuous improvement, where everyone counts and staff

are permitted to make suggestions and contributions to improve our service

delivery and enhance patient care.

Induction Training

On arrival at the

practice all personnel are to complete a practice induction programme; this

is managed by the Office Manager.

effective use of training and development is fundamental in ensuring that all

staff are equipped with the appropriate skills, knowledge, attitude and competences

to perform their role. All staff will be required to partake and complete

mandatory training as directed by the training coordinator, as well as

participating in the practice training programme. Staff will also be permitted (subject to

approval) to undertake external training courses which will enhance their

knowledge and skills, progress their career and ultimately, enable them to

improve processes and service delivery.

Fell Cottage surgery is located in

the heart of Low Fell in Gateshead, our surgery is a listed building which was

once a residential property. We are lucky to led by two GP partners and five salaried GPs in surgery and supported by a great nursing team consisting of one

Lead Nurse, one Practice Nurse and two Health Care Assistants. We are a

training practice supporting GP trainees, Physician Associates, Career Start

Nurse and Training Nurse Associates. Our Admin team of 10 staff are supported

by our Office Manager and our Secretary. Our surgery benefits from having our

own Patient Care Coordinator who works directly with our patients. We also work

alongside our extended team of

Additional Role Staff which includes Pharmacists, Counsellors, Mental

Health Practitioners, Social Prescribers, Midwife and Health Visitors. We have

a family feel whilst striving to deliver the best healthcare to our patients.

Skills

Desirable: - Ability to work in a changing environment; - Able to handle difficult situations

Qualities

Essential: - Ability to work as a team member; - Ability to work autonomously

Desirable: - Confident with problem solving

Experience

Essential: - Experience of working in a health care setting; - Experience of administrative / receptionist duties

Desirable: - Experience of working in a primary care setting

Qualifications

Essential: - Educated to GCSE level or equivalent

Desirable: - GCSE Mathematics & English C or above; - AMSPAR Receptionists Qualification; - NVQ Level 2 in Health and Social Care

Personality

Essential: - Polite and confident; - Flexible and cooperative; - Caring and supportive; - Sensitive and empathetic in distressing situations

Desirable: - Motivated

Skills

Essential: - Excellent communication skills (written and verbal); - Strong IT skills; - Clear, polite telephone manner; - Good interpersonal skills

Desirable: - Ability to use EMIS web