Whitstable Medical Practice is seeking a friendly and reliable Patient Co-Ordinator (Receptionist) to join our welcoming team at Estuary View Medical Centre.
The ideal candidate will have receptionist and administrative experience, along with excellent communication, organisational and IT skills. A positive attitude and the ability to work effectively as part of a team is essential.
Flexibility is important, as the role will require covering additional hours during periods of staff holidays and sickness.
This is a part time role. Working hours, schedule and hourly rate will be discuss at the interview stage.
Main duties of the job
To be the first point of contact for the patients and visitors, ensuring they are directed to the right service at the right time.
The role involves working on the front and back desks, booking appointments and dealing with patient queries over the telephone and face to face.
About us
Whitstable Medical Practice is a forward thinking singlepractice Primary Care Network (PCN) GP Practice based across 3 sites inWhitstable. There are 23 equity partners looking after over 45'000 patients. There are also 21 Allied Health Professionalsdirectly employed Clinical Pharmacy Team, Frailty Practitioners, SocialPrescribers, First Contact Physiotherapists and Mental HealthPractitioners.
We pride ourselves on our innovative approach to PrimaryCare. We are a training practice and runvarious in house contracts including Cataract surgery, Ultrasound, Dermatology,Physical Therapies and Audiology together with further community contracts, aDay Surgery Suite and an Urgent Treatment Centre with digital x-ray.
Job responsibilities
Responsibilities
* Bookingappointments face to face and over the phone, undertaking non-clinical triage,and ensuring patients are booked with the right person, in the right place, atthe right time.
* Act as first point of contact for patient complaints, attempting resolution beforeescalating to the Surgery Manager/Deputy Manager.
* Checkingpatients in for appointments and directing them to the appropriate waitingarea.
* Receivingand recording requests for home visits, DN visits, and telephone consultations,and taking messages.
* Givingtest results to patients or following up when necessary.
* CompletingRIP forms.
* Takingand processing Med3 requests.
* Completingappropriate ELight consultations for patients unable to complete an onlineconsultation themselves, to avoid exclusion.
* Processingand allocating 111 requests.
* Accessingand processing tasks, prioritizing any urgent requests received.
* Processingany urgent laboratory requests received by phone.
* Liaisingwith care/residential homes to arrange tests or appointments.
* Contactinglaboratories to chase, query, or request tests.
* Arranginghome visits.
* Assistingpatients with general enquiries.
ForGPs and the Practice:
* Opening,date-stamping, and distributing post external and internal mail.
* Accessingonline consultations and signposting to the right person, place, and time,taking appropriate actions.
* Contactingpatients on the doctors behalf to arrange follow-ups, prescriptioncollections, and test results.
* Orderingambulances as required by GPs.
* Filingprescriptions and recording in the pharmacy book.
* Receivingand recording payments for medicals, insurances, overseas visitors, etc., andfiling GP letters.
* Fillingenvelopes for mailings and printing practice leaflets, new patientquestionnaires, change of address forms, etc.
* Monitoringsurgeries and clinics.
* Ensuringincoming receptionists are notified of relevant information and outstandingmatters.
* Clearingconsulting rooms and leaving them tidy for the next surgery.
* Ensuringthe post tray is cleared every evening.
* Beingaware of practice protocols and taking part in their regular updating.
* Cancellingand amending appointments when clinical staff are absent due to sickness.
* Attendingpractice training events and completing mandatory training.
ForVisiting Consultants, Health Professionals, and Visitors:
* Greetingvisitors, asking them to sign the visitors book, informing relevant staff, anddirecting them to the appropriate location.
* Addingpatient lists to visiting consultants on the practice computer system.
* Checkingpatients in and directing them to the relevant waiting area, staying updated onroom usage during each shift.
* Assistingpatients and visiting consultants with general enquiries.
* Passingon correct contact information when patients enquire about external clinics.
* Takingdeliveries or directing them to the relevant department.
Safeguarding:
Whitstable Medical Practice is committed tosafeguarding and promoting the welfare of children, young people and vulnerableadults; and expects all staff and post holders to share this commitment byunderstanding their role in effective safeguarding.
Person Specification
Qualifications
* Minimum Grade C GCSE or equivalent in English Language and Maths or equivalent qualification.
Experience
* Previous experience of reception, administration and general office work.
* Experience of working in a customer service environment.
* Experience of working as part of a team.
* Experience of dealing with the general public.
* Previous experience of working in a primary care setting or NHS.
* Knowledge of EMIS or other clinical systems.
Skills and Abilities
* Ability to communicate effectively with people at all levels by telephone, in writing and face to face.
* Accuracy and attention to detail.
* Excellent organisation skills with the ability to multi-task.
* Ability to problem solve and use initiative.
* Ability to keep calm under pressure.
* Able to work well as part of a team.
* Tact, diplomacy and sensitivity.
* Ability to deal with sensitive issues and maintain strict confidentiality.
* Reliability and flexibility.
* Strong IT skills including Microsoft packages.
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.
Depending on experience- to be discussed at interview.
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