Medical Receptionist Ravenscar Surgery

Medical Receptionist – General Practice

Salary: £12.21 per hour

Background

ELM Alliance LTD (Eston, Langbaugh, Middlesbrough Alliance) is a GP Federation, established in 2016; wholly owned by the local GP Practices in Middlesbrough, Redcar and Cleveland. The organisation delivers primary care and community services by contract with the NHS CCG, Local Primary Care Networks and Local Authorities. In addition, we provide enablement and support to our members.

ELM was rated GOOD by the Care Quality Commission in the latest review in 2019.

Our ambitions include:

• Delivery of safe and effective services for patients and members.
• Reduce inequalities of healthcare, enable patients to have a longer and healthier life.
• Support and enable our members to deliver its targets and contractual requirements.
• Improve population health and wellbeing through a place based delivery.
• Growing in sustainability and service offer, through caring and well led approaches.

Main purpose of the role

In general, the post holder will be expected to undertake all of the normal duties and responsibilities associated with a Medical Receptionist working within General Practice Primary Care. The post-holder will support the GP and clinical staff through administration and organisational tasks, ensuring the highest standards of care for all registered and temporary patients including.

Hours: Part time, permanent, 20 hours per week

Location: Ravenscar Surgery is located on the first floor of Redcar Primary Care Hospital. The hospital has complete disability access which includes disabled toilets and lifts to the first floor where Ravenscar Surgery is situated.

Job Description

Working under the supervision of the Practice leadership and in collaboration with the rest of the practice team, the post-holder will make him/her-self available to undertake a variety of admiration and organisational duties as part of a team to deliver great patient service. This role takes the responsibility for the delivery of patient care, practice stock, consumables and health and wellbeing delivery.

Responsibilities

• Reporting to the Practice Leadership and supported by the ELM Head Office team, ensure that the service provided to patients meets the good standard of CQC through a cohesive and a team driven experience.
• Facilitates change in the health and wellbeing of patients through enabling patient access whilst directing them to the best service for their need.
• Able to document contemporaneous and accurate notes and coding into the clinical system.
• Works as part of the team to achieve good outcomes in; CQC, QOF, enhanced services and local improvement schemes.
• Ensures awareness of statutory and local procedures, including systems of referral, coding and summarising, processing requests and administration.
• Ability to recognise signs and symptoms of relating to safeguarding.
• Assessing problems presented opportunistically by patients, dealing with their admin and support needs.
• Ability to obtain and document informed consent, chaperoning, information, changes in circumstances (either verbal or written).
• Ensure infection control and cleaning guidelines are followed.
• Ability to monitor and manage maintenance of stock and equipment to include refrigeration and emergency equipment and the monitoring under CQC.
• Providing health education through direction to the right staff in the practice, other support such as pharmacy or leaflets and online approved guidance.
• Contribute a Medical Receptionist perspective to the practice development plan.
• Support the Practice governance agenda.
• Participating in the organisation of well person clinics and health promotion programmes.

Core Areas:

• Diary management/ booking of all appointments
• Liaising with all patients, visitors, consultants and users of the surgery.
• General administrative duties such as emailing, filing, posting of letters, notes preparation, prescriptions and daily workload.
• Responsible for incoming/outgoing post.
• Friendly and knowledgeable patient service of the highest standards, greeting all patients and create a pleasant and relaxed atmosphere for patients.
• Ensure reception and waiting areas are kept tidy and clean at all times.
• Obtain all patient details promptly and accurately and maintain accurate patient registration from database.
• Answer all telephone calls promptly.
• Book and manage all appointments, manage delays and conflicts between appointments
• To chaperone for patients.
• Scanning and coding of documents.
• Prescription management with the clinical staff and pharmacists.
• Participation in clinics, such as organisation of immunisations and vaccinations.
• Able to support the Manager in the finance, reporting and claims processes, ensuring entries are coded correctly.
• Working as a wider team across the PCN to support the covid response.
• Assisting with the setting up /closing up of the service including the setting up clinical rooms and ensuring that all clinical equipment trays have sufficient stocked for the full shift.
• Provision of refreshments for staff and visitors as required; and keeping the kitchen area clean and tidy..

You must have:

• Experience and understanding of the GP Practice environment, including in terms of systems and processes, and particularly with regards to confidentiality.
• A commitment to maintaining your skills and knowledge, to ensure our patients receive the best service.
• Good accuracy in terms of record keeping.
• Excellent communication and problem-solving skills.
• Excellent time management skills / ability to work to deadlines.
• A flexibility to work outside of core office hours, for extended hours purposes on rotation.
• Ability to work as a team.

Development

• Willing to work to achieve qualifications if not currently held or progress to other roles.
• Willing to consider and attend opportunities to grow the role.
• Undertake all required mandatory training and attend developmental sessions and clinical training as required.

Other Responsibilities within the Organisation:

• Awareness of and compliance with all relevant practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety.
• A commitment to life-long learning and audit to ensure evidence-based best practice.
• Contributing to evaluation/audit and clinical standard setting within the organisation.
• The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
• The post-holder should recognise the importance of effective communication within the team members, patients and carers also recognise people’s needs for alternative methods of communication and respond accordingly.
• The post-holder will participate fully in attaining QOF points and providing all services in the APMS Contract.
• Contributing to service development and implementation of the service contract.
• Awareness of and compliance with all relevant policies/guidelines/procedures, e.g. prescribing, safeguarding, confidentiality, data protection, health and safety, discipline.
• A commitment to life-long learning and audit to ensure evidence-based best practice.
• Contributing to the organisational development of the Practice by contributing to the development of ideas, strategies and policies which will promote efficiency and well-being of the practice.
• Attending training events organised by ELM and other agencies, where appropriate.
• Attending team meetings and other meetings as may be necessary.

Generic Clauses for All Job Descriptions

• To ensure own actions contribute to the maintenance of a quality service provision.
• To be responsible for the self-development of skills and competencies through participation in training and development activities and to maintain up to date technical and professional knowledge relevant to the post.
• To participate in the organisations objective setting and appraisal process and to undertake any identified training and development related to the post.
• To undertake statutory and mandatory training as deemed appropriate by ELM Alliance and the Care Quality Commission (CQC).
• To develop and maintain effective working relationships with colleagues.
• To adhere to all ELM Alliance policies and procedures.
• You will be expected to carry out any other duties that may reasonably be requested of you, in line with your main duties, by your line manager or any of the Executive and Leadership Team

Confidentiality

All staff and contractors working for the ELM Alliance Ltd have both a common law duty and a statutory duty of confidentiality to protect patient (and indeed any personally identifiable) information and only use it for the purposes for which it was intended. The disclosure and use of confidential patient information needs to be both lawful and ethical, complying with the DPA 2018.

Information Governance

ALL staff must keep up-to-date with the requirements of information governance and must follow ELM Alliance Ltd policies and procedures to ensure that ELM Alliance Ltd information is dealt with legally, securely, efficiently and effectively. Staff must appropriately manage the records they create or hold during the course of their employment with ELM Alliance Ltd, complying with confidentiality policies, procedures and guidelines (e.g. Freedom of Information Act 2000, Caldecott Guidelines).

Health & Safety

All staff have a duty to ensure the health and safety of themselves and others whilst at work. Safe working practices and health and safety precautions are a legal requirement. ALL accidents must be reported to your manager and in-line with the general philosophy of ELM Alliance Ltd; you must participate in accident prevention by reporting hazards and following relevant policies and procedures including Moving and Handling Guidelines.

Risk Management

You are required to contribute to the control of risk and use the incident reporting system to alert ELM Alliance Ltd of incidents or near misses that may compromise the quality of services. You are required to identify potential risk and mitigate those to minimise or remove negative impact.

Infection Control:

All staff have a duty to comply with all ELM Alliance Ltd policies and guidelines in relation to Infection Prevention and Control. You have a duty to ensure that you minimise the risk of infection and infectious diseases. This responsibility includes minimising the risk by highlighting any concerns you may have to the appropriate person as identified in the policies and guidelines and challenging inappropriate infection control and hygiene practice.

Equality & Human Rights:

ELM Alliance Ltd will ensure that job applicants and prospective and current employees are treated solely on the basis of their merits, abilities and potential without any unjustified discrimination on grounds of age, gender, gender reassignment, sexual orientation, disability, family circumstances, race, colour, nationality, ethnic origin, religion or belief, trade union activity and social and economic status.

Codes of Conduct and Accountability:

You are required to comply with CCG Codes of Conduct and Accountability and any relevant codes of conduct dependent on profession (i.e. GMC, NMC etc)

You are required to comply with the Care Quality Commission (CQC) regulations and the delivery of those to a minimum Good standard.

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Signed on behalf of ELM Alliance Date

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Signed by Post holder Date

Person Specification

Criteria

Essential

Desirable but not essential

Qualifications

Clear enhanced Disclosure Barring Service (DBS) check

5 GCSEs or Equivalent including Maths and English

Further education qualifications

Up to date mandatory training (although time and access will be given)

Knowledge and Experience

2 years’ experience of working within a General Practice

Maintaining confidentiality at all times

A flexibility to work outside of core hours and with other practices within the PCN as a wider team

Ability to demonstrate experience in the core tasks of a Medical Receptionist

Demonstrate evidence:

• Having the freedom and authority to act on the best outcome for patients
• Have the responsibility for decisions made and actions taken

Previous experience of Systmone clinical system

Infection control management awareness

Able to express information in a clear, concise and understandable way, both verbally and in writing.

Demonstrable ability to deliver a high standard of customer service and quality

Able to listen carefully in order to understand the needs of others.

Remains calm under pressure

Involvement in new working practices including change management skills

Ability to use MS Office and Outlook or equivalent effectively

Skills and Abilities

Maintains confidentiality at all times

Full UK driving licence

Demonstration of goof team working to achieve joint outcomes

Detailed knowledge and significant experience in promoting the wider public good in all actions and to act in a morally, legally and socially appropriate manner at all times.

Challenges unacceptable behaviour

An understanding of and commitment to equality of opportunity and good working relationships.

A passion to deliver improvements that benefit both our staff and our patients

Desire to develop

Working knowledge and practical experience of working in an environment of uncertainty and continual change.

Able to feel comfortable making decisions

Job Types: Part-time, Permanent

Pay: £12.21 per hour

Benefits:

• Company pension
• On-site parking
• Sick pay

Experience:

• Medical Receptionist: 1 year (preferred)

Work Location: In person

Application deadline: 09/09/2025