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 ensuringsufficient information is recorded.
Respond to queries and requests forassistance from patients and visitors.
Advise patients of relevant charges forprivate services, accept payments and issue receipts.
Explain practice arrangements to new patients and those seeking temporary cover.
Ensure that new patient registration forms arecorrectly completed and are supported by all the necessary paperwork. Registerthe new patient on the system as quickly as possible
Ensure that Workflow and Tasks are dealt withaccurately, 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
About us
Everyone works hard at Galletly Practice and the team is extremely supportive, approachable and helpful. We enjoy tremendous support from our patients and we have a great reputation, locally. We have been rated 'Outstanding' at our most recent CQC Inspection, something we are all immensely proud of.
We're a close, hard working team and this job is a demanding one which gives a high level of job satisfaction at the end of a varied day!
Job responsibilities
Hours of work for this vacancy -Overall Total 34;
Reception (these hours are fixedand cannot be amended, due to cover needs)
Monday 8:00am until 5:30pm with 1hour for lunch
Tuesday 8:30am until 6:30pm with1 hour for lunch
Total 17.5 hours
Scanning and Workflow (thesehours can be worked across 2 or 3 days, to be agreed with the successfulcandidate)
Total 16.5 hours
The intention with this role isthat the successful candidate will flow between departments, based on wherethere is the greatest need. Certain times of the days in Reception are fixedand cannot be changed.
ThePractice is open from 8am to 6:30pm Monday to Friday.
We alsoprovide late surgeries, Monday to Thursday between 6:30pm and 8pm and thereforethere will be a requirement to cover annual leave, on a shared team basis, forthis extended access. This element is paid at time and a half from 6pm.
Welcomepatients and visitors to the Practice, ensuring they are properly checked-in,or signed in as appropriate, and know where to go
Directpatients to submit requests for assistance with both medical needs andadministration requests, via the NHS App or Bourne Galletly Medical PracticeWebsite, or complete requests on their behalf, where appropriate, using ourAccuRx Total Triage solution
Bookroutine nursing appointments and recalls ensuring sufficient information isrecorded
Receiveand make calls as required. Divert calls and take messages as appropriate,whilst ensuring that the practice procedure for confidentiality is followed atall times
Work incollaboration with Duty GP to manage incoming triage requests, quickly,accurately and effectively
Ensureefficiency of appointment system and monitor flow of patients through waitingrooms into consulting and treatment rooms
Respondto all queries and requests for assistance from patients and other visitors
Advisepatients of relevant charges for Non-NHS services, accept payments and issuereceipts
Ensurethat new patient registrations are correctly completed and are supported by allthe necessary paperwork and communications. Register the new patient on thesystem as quickly as possible and, in all cases, within pre-set deadlines
Ensurethat Workflow and Tasks and Emails are dealt with accurately and appropriatelyas quickly as possible
KeepReception and waiting areas clean and tidy
Pass oninformation regarding unresolved or urgent problems at the end of each workingday or at the end of duty
Adhereto full end of day procedures prior to departure, ensuring the Reception areaand wider building is secure
Ensurethat the computer database is kept up to date and accurate
Tomaintain the computer clinical system in an accurate and secure manner
Toreceive and dispatch Royal Mail and Hospital Mail maintaining an adequatepending system
To scan all Third Partycorrespondence onto the clinical system
To workflow correspondence, fromthe clinical system, to the Workflow Administrator and correctly file it intothe patients' medical records in SystmOne - move onto completion of simpleworkflow tasks in time
To workflow correspondence,received via the EDT system, to the Workflow Administrator and correctly fileit into the patients' medical records
Ensure correspondence, reports,results etc are filed in correct records
Monitor and action any taskswithin the clinical system
To receive incoming and initiateoutgoing telephone calls in order to facilitate timely and appropriatecommunications with others, taking messages and dealing with appropriatequeries
To provide cover for members ofthe wider Patient Services Team during periods of sickness and annual leave asrequested by your Line Manager
Whenretrieving and responding to internal and external emails, ensure this iscompleted in an appropriate manner adhering to Practice computer and emailpolicies at all times
Complywith Health and Safety requirements of the site at all times
AttendPractice team meetings and training sessions as and when arranged
Completemandatory training in line with expectations
Providecover across Patient Services, to support Medical Secretaries and otherAdministrative staff, as required, to include emergency evening cover thatarises 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 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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