Do you have a passion forpatient care? Are you professional and willing to go that extra step? Can youcommunicate effectively by telephone, face to face and in writing? Are youorganised by nature? Are you looking for a challenging but rewarding role?
We are looking for a highlymotivated, energetic, and enthusiastic team member with excellent communicationskills. Your ability to be proactive and experience of working in a customercare and administrative environment will deliver constantly improving levels ofservice. As a Patient Services Reception Advisor, when dealing with the public,you must be compassionate and discreet; with initiative to work effectivelyalone and efficiently as part of a team in a very busy, pressurizedenvironment.
You must have excellent ITskills and be a competent user of Word. Importantly, excellent communicationand telephone skills coupled with previous reception and administrative skillsand experience are essential along with an ability to prioritise and multitask.
Experience of working withSystmOne (our GP clinical system) is desirable, however full training will beprovided to the ideal candidates.
Primary Care, within whichGeneral Practice sits, is evolving all the time and you must be able todemonstrate a commitment to cover all the multi-facet roles undertaken within adedicated team, across both sites.
Main duties of the job
Workingas part of a team to support the work of doctors and clinicians, thepost-holder is
* Responsible for receiving,assisting and directing patients in accessing appropriate services orhealthcare in a professional, courteous, efficient and effective manner.
* Responsible to the ReceptionManager for the management and operation of the assigned Reception or Sub Receptionarea at any of the Practices sites, i.e. Sage Cross, Suite 8 and/or Asfordby.
* An important point of contact for patients and isas a focal point of communication between patients, doctors and other medicalstaff.
About us
Latham House Medical Practice is one of the UKs largestdoctors surgeries, based in the Melton Mowbray, Leicestershire.
We are conveniently situated within 30 50 minutes ofNottingham, Leicester and Peterborough; Melton Mowbray is a large market townin the fortunate position of being surrounded by picturesque villages,beautiful countryside, and local activities.
Job responsibilities
Inproactively managing an allocated reception desk and suite the post-holdersrole will include
Reception DeskManagement
* Meeting and greetingpatients in a calm and professional manner and directing patients to theappropriate waiting areas.
* Booking and reschedulingappointments and informing patients of booked, cancelled or rescheduledappointments.
* Liaising with doctorsand/or clinicians prior to booking patients appointments and telephone calls.
* Actively manage doctorsphone lists to reduce the impact of unnecessary burdens.
* Receiving, making and diverting telephone calls and taking messages.
* Dealingwith queries, problems, complaints and registering new patients in accordancewith the Practices protocols, policies and procedures.
* Dealing with andresponding to requests from doctors and clinicians.
* Co-ordinatingadministrative procedures, supporting medical examinations and, when required,be a chaperone.
* Dealingconfidentially, efficiently and politely with enquiries arising from patients,or from other health professionals in respect of patients, both in person andon the telephone, and in particular enquiries regarding test results.
* Meeting the needs ofpatients and clinicians.
* Managing and checkingpatients urine specimen, height, weight and visual acuity and entering theresults on the computer.
* Issuing forms andtaking payments when applicable.
* Preparing, checking andtidying consultation rooms, treatment rooms and reception areas- includingnoticeboards and patient information leaflets; ensuring that consultation roomsare equipped and stocked ready for doctors and clinicians to receive patients.
* Ensuring the efficiency of appointment system and monitoring flow ofpatients into consulting and treatment rooms.
* Ensuring that patients without appointments, but who need 'urgentconsultation', are when possible, seen in a logical and non-disruptive manner.
* Explaining Practice arrangements and formal requirements to new patientsand those seeking temporary cover.
* Advising patients of the relevant charges for non-paid for services, takingpayment and issuing receipts.
* Recording home visits on clinical system including all relevantinformation and where necessary refer to the Duty Doctor.
* Ensuring that requests for prescriptions are actioned in accordance withthe Practices policies and procedures.
* Actioning and recording requests for other services including ambulancetransportation and interpreters.
Management of Appointment System
* Ensuring total familiarity with the appointment system including regularand incidental variations.
* Booking appointments, single point of access requests and recalls; andensuring sufficient information is recorded to retrieve medical records.
* Monitoring the effectiveness of the system and report any problems orvariations required.
AccuRx Administration
* Filtering incomingonline AccuRx requests
* Completing GPresponses from the triaging GP
* Completing AccuRxonline administration requests
* Liaising with thetriaging GP
* Other duties asappropriate for the role
Administration Duties
* Updating the computerwith relevant information.
* Updating the self-checkin system when required.
* Updating White Boardson a daily basis.
* Filing / checkingnotes / pulling notes when required.
* Sorting post, scanningand attaching documents to patient records.
* At the end of theevening surgery:
a)Checking and lockingrooms
b)Securing the buildingat the end of the day.
c)Ensuring the car parkis empty and locking gates.
Person Specification
Experience
* At least 2 years recent experience in a similar role, either paid or unpaid, within either a healthcare, social care, or other patient/customer focused environment.
* Experience of working with IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
* Evidence of having achieved personal and departmental objectives within the workplace.
* Experience of proactively and effectively managing phone calls/lists and requests from patients.
* Experience of working with GP clinical systems such SystmOne, Electronic Prescription Service.
* Experience of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
Additional Requirements
* Commitment to continuing professional development of self and others.
* Able to maintain the consistent delivery of high-quality services.
* Satisfactory completion of an enhanced check through the Vetting and Barring Service (this will be taken up if offered the post).
* Legal Right to work in the UK
* Hep B/MMR - vaccinated or willing to be vaccinated.
* A commitment to anti-discriminatory practices in employment, training and service delivery.
* An understanding of Health and Safety responsibilities.
* Flexibility in working hours.
Knowledge and Skills
* Extensive knowledge of IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
* Able to establish, maintain and develop effective communications across the Practice and with external organisations.
* High level literacy and numeracy skills with a passion for detail and accuracy.
* Discretion in the handling of sensitive and confidential information.
* Excellent interpersonal skills, able to build professional and personal credibility to gain the support of colleagues and external organisations.
* Excellent oral and written communication skills; able to engage effectively with a wide ranges of audiences.
* Excellent time management skills, capable of prioritising and managing competing demands and workloads.
* A good level of knowledge and understanding of the primary care sector and the healthcare sector.
* Extensive knowledge of working with GP clinical systems such SystmOne, Electronic Prescription Service.
* A good level of knowledge and understanding in respect of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
* A good level of knowledge and understanding of medical terminology
Personal Attributes
* Reliable, dependable and maintain confidentiality
* Calm, well organised and methodical
* Demonstrates initiative, flexible, able to prioritise and meet deadlines
* Team worker and team player yet able to work by oneself
Qualifications
* At least 5 passes at GCSE Level, or equivalent, and/or a proven level of qualification acquired by experience in a similar role either paid or unpaid.
* An up-to-date Fire Marshal or Fire Warden Training Certificate, or a willingness to undertake such training and maintain such certification.
* An up-to-date Basic Life Support Certificate or a willingness to undertake such training and maintain such certification.
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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