Patient Services Medical Reception Administrator
This is an important and interesting split role within the Patient Services Team. When you are working within our Reception area, for part of the week, you will be the first face our patients and visitors will see when they come to our busy Practice. Experience greeting customers and providing assistance with a broad variety of queries will be an important requirement.
We are looking for a someone who is positive, friendly and approachable and who enjoys a challenge. You would be joining a team of 9 other Patient Services Medical Receptionists, all of whom work part-time to ensure we can cover the hours our patients need us. This vacancy includes the requirement to support our back office function, for the remainder of the week, through Scanning and Workflow Administration. The role will truly give the successful applicant an overview of our end to end processes.
Main duties of the job
Reception - Responsible for a broad range of tasks throughout the Practice, including greeting and helping patients both on the telephone and face to face. Additionally:
Booking appointments and recalls ensuring sufficient information is recorded.
Respond to queries and requests for assistance from patients and visitors.
Advise patients of relevant charges for private services, accept payments and issue receipts.
Explain practice arrangements to new patients and those seeking temporary cover.
Ensure that new patient registration forms are correctly completed and are supported by all the necessary paperwork. Register the new patient on the system as quickly as possible.
Ensure that Workflow and Tasks are dealt with accurately, appropriately and as quickly as possible.
Administration - To maintain the computer clinical system in an accurate and secure manner.
To scan all Third Party correspondence onto the clinical system.
To workflow correspondence, received via all channels, to the Workflow Administrator and correctly file it into the patients' medical records.
Monitor and action any tasks within the clinical system.
To provide cover for members of the wider Patient Services Team during periods of sickness and annual leave as requested by your Line Manager.
Job responsibilities
Hours of work for this vacancy - Overall Total 34;
Reception (these hours are fixed and cannot be amended, due to cover needs)
Wednesday 8:00am until 6:30pm with 1 hour for lunch = 9.5 hours
Thursday 8:00am until 5:00pm with 1 hour for lunch = 8 hours
Total hours for this element 17.5 hours
Scanning and Workflow (these hours can be worked across 2 other days, to be agreed with the successful candidate)
Either Monday, Tuesday or Friday
Total 16.5 hours
The intention with this role is that the successful candidate will flow between departments, based on where the greatest need is. Certain times of the day in Reception are fixed and cannot be changed.
The Practice is open from 8am to 6:30pm Monday to Friday.
We also provide late surgeries, Monday to Thursday between 6:30pm and 8pm and therefore there will be a requirement to cover annual leave, on a shared team basis, for this extended access. This element is paid at time and a half from 6pm.
Welcome patients and visitors to the Practice, ensuring they are properly checked‐in, or signed in as appropriate, and know where to go.
Direct patients to submit requests for assistance with both medical needs and administration requests, via the NHS App or Bourne Galletly Medical Practice Website, or complete requests on their behalf, where appropriate, using our AccuRx Total Triage solution.
Book routine nursing appointments and recalls ensuring sufficient information is recorded.
Receive and make calls as required. Divert calls and take messages as appropriate, whilst ensuring that the practice procedure for confidentiality is followed at all times.
Work in collaboration with Duty GP to manage incoming triage requests, quickly, accurately and effectively.
Ensure efficiency of appointment system and monitor flow of patients through waiting rooms into consulting and treatment rooms.
Respond to all queries and requests for assistance from patients and other visitors.
Advisepatients of relevant charges for Non-NHS services, accept payments and issue receipts.
Ensure that new patient registrations are correctly completed and are supported by all the necessary paperwork and communications. Register the new patient on the system as quickly as possible and, in all cases, within pre-set deadlines.
Ensure that Workflow and Tasks and Emails are dealt with accurately and appropriately as quickly as possible.
Keep Reception and waiting areas clean and tidy.
Pass on information regarding unresolved or urgent problems at the end of each working day or at the end of duty.
Adhere to full end of day procedures prior to departure, ensuring the Reception area and wider building is secure.
Ensure that the computer database is kept up to date and accurate.
To maintain the computer clinical system in an accurate and secure manner.
To receive and dispatch Royal Mail and Hospital Mail maintaining an adequate pending system.
To scan all Third Party correspondence onto the clinical system.
To workflow correspondence, from the clinical system, to the Workflow Administrator and correctly file it into the patients' medical records in SystmOne - move onto completion of simple workflow tasks in time.
To workflow correspondence, received via the EDT system, to the Workflow Administrator and correctly file it into the patients' medical records.
Ensure correspondence, reports, results etc are filed in correct records.
Monitor and action any tasks within the clinical system.
To receive incoming and initiate outgoing telephone calls in order to facilitate timely and appropriate communications with others, taking messages and dealing with appropriate queries.
To provide cover for members of the wider Patient Services Team during periods of sickness and annual leave as requested by your Line Manager.
When retrieving and responding to internal and external emails, ensure this is completed in an appropriate manner adhering to Practice computer and email policies at all times.
Comply with Health and Safety requirements of the site at all times.
Attend Practice team meetings and training sessions as and when arranged.
Complete mandatory training in line with expectations.
Provide cover across Patient Services, to support Medical Secretaries and other Administrative staff, as required, to include emergency evening cover that arises due to unforeseen circumstances.
Job Type: Part-time, Permanent
* On-site parking, where possible
Schedule:
* Monday to Friday
Person Specification
Experience
* Experience of working in a busy customer facing role both in person and on the telephone, including clerical or administrative functions, where a high level of customer service and satisfaction is achieved.
* Experience of SystmOne clinical system would be beneficial but not essential as full training will be provided.
* Confidence with Microsoft Office packages and software would be helpful.
Qualifications
* GCSE equivalent in English and Maths
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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