Receptionist/Administrator - Brook Medical Centre
Brook Medical Centre is a small friendly GP practice in the Kedleston Road area of Derby. We are looking torecruit a part-time receptionist/administrator to work within our friendlyteam. The role is challenging and rewarding with significant patient contactboth face to face and over the telephone.
Experiencein a medical workplace desirable
Experience of System One clinical systemis desirable
Applicants must have excellent telephoneskills and manners, be computer literate - proficient in using Microsoft wordand e‑mail and have the ability to work under pressure.
The successful applicant will be responsiblefor making telephone appointments for patients, patient signposting, processing repeat prescriptions, data input of medical and non‑medical information, photocopying, filing and anysundry duties as required in a GP surgery, whilst always maintaining patientconfidentiality.
Surgery opening hours are 8 a.m. - 6.30 p.m. Monday - Friday. Applicants must be prepared to offer some flexibility with working hours and support with staff annual leave and sickness cover.
Main duties of the job
Main Duties and Responsibilities:
The post holder will be expected to undertake a variety of roles and perform a number of functions. The following list of duties is intended to indicate the range rather than set limits:
* To meet and greet patients, in a friendly and courteous manner dealing with their enquiries and explaining surgery procedures
* Make secondary care appointments for patients, using electronic referral system.
* Action and record patient notes and alerts relating to QOF, diary entries and clinical request
* Operate call and recall system to ensure patients receive clinical reviews when appropriate
* Electronic processing of medical, letters, test results and other correspondence.
* Registration of new patients on the computer system.
* Assist in the closing and securing of the building at the end of the working day.
* Comply with all in house and/or statutory requirements, Health & Safety and information governance procedures
* Attend monthly practice meetings and complete regular online training courses.
* Any duty that may be properly deemed by the Practice Manager or Doctors to be part of the role of receptionist
* It is important that all members of staff are prepared to take on additional duties as and when required.
About us
The Medical Centre has two GPs - two part‑time practice nurses and six administrative staff.
We are committed to providing good quality care to our patients and endeavour to main traditional general practice values.
Job responsibilities
Brook Medical Centre
Job Description for Receptionist Administrator
Reports to: Reception Team Lead
Accountable to: The Partners in the Practice
The following list of duties is not exhaustive and may be added to at any time.
Patient Registrations - including temporary
To explain practice arrangements and formal requirements to new patients and those seeking temporary registration and ensure procedures are completed
To generate passwords for patients wishing to use the online system and to explain the procedure
To ensure that all new patients are registered onto the computer system promptly and accurately, checking that the patient lives within the practice area
To process patients', change of address, checking that the new address is within the practice area
Advise patients that register who live outside the practice area, that they would not be eligible for the Home Visiting Service, and offer them the option to register with a practice in their catchment area
Advise appropriate organisations that a patient is deceased
Deduct patients as required and process any paperwork as per the practice policy
Premises and Security
To open the premises punctually in the morning and to make all necessary preparations to receive patients
When last on duty in the evening, to ensure that the building is totally secure by making sure that internal lights are switched off, heaters and computers are turned off, internal and external doors are locked and the alarm is activated
To ensure that computer prescription paper and prescription pads are securely locked away, and to distribute and record following the correct procedure
Health and Safety
To ensure that the reception and public waiting areas are clean, neat and safe from hazards to the public at all times, tidying toys and magazines as necessary
To report any incident happening to a member of staff or the public to the Assistant/Practice Manager, and to prepare a written report and ensure the person involved is seen by a doctor if necessary
Comply with Health & Safety policies and procedures
Reception Front Desk and General Duties
To ensure that the telephone service is operating correctly
Meet and greet patients, members of the public and visitors to the practice, in a friendly and courteous manner dealing with their enquiries and explaining surgery procedures
To present a calm, friendly and professional image to colleagues, patients, other organisations and the general public at all times
To advise patients of relevant charges for private, non‑National Health Service, services, accept payments and issue receipts for same
Record letter, medical report and Subject Access Requests as per the practices' local procedure
To assist patients by facilitating access to the services provided by the Practice in an organized, efficient and caring manner
To make and receive telephone calls as required in a polite and timely manner, and record messages accurately and comprehensively
Direct patients to the most appropriate healthcare professional
To deal with enquiries from patients efficiently and courteously and with respect, ensuring that the correct details are recorded and either answered or forwarded promptly to relevant personnel
* Make new and follow‑up appointments on System One and operate the appointment system as directed
* Using your judgement and communication skills, to ensure that patients in urgent need are seen in a logical and non‑disruptive manner
* To receive and record requests for home visits, ensuring careful recording of all relevant details, to pass to the GP for review
* To scan, file and index a range of documents and link to the patients record
* Manage incoming and outgoing electronic documents via the workflow inboxes within the clinical system e.g. pathology, documents
* To receive requests for repeat prescriptions and ensure that requests are acted upon in accordance with Practice policies and procedures and to issue completed prescriptions either for manual signing or electronic signature
* Action any computer 'Patient Tasks' relating to patient investigations and record action taken
* To leave reception with no unresolved problems for the next shift wherever possible, or ensure unresolved problems are properly handed over to incoming staff
* To ensure that locum doctors have been allocated a room, ensure they can access the computer systems and have everything they require for their session, and know where to find things they may need e.g. emergency drugs and resuscitation equipment
* To ensure the appropriate disposal of confidential waste
To receive incoming post, sort and ensure it is actioned in a timely manner. To prepare outgoing post and record as required
Monitor, action and respond to any patient enquiries received via the 'Footfall Dashboard'
* Action and record 'patient notes and alerts' relating to QOF, diary entries and clinical requests.
* Tidy and air the waiting room and doctors' consultation rooms after sessions, if cleaner not attending. Prepare for the next session.
Education
To train and support students undertaking reception administrative work placement at the practice, and new staff as required
Communication and Liaison
To participate as a member of the reception team to provide optimum patient care
To work in a collaborative and co‑operative manner with all other members of the practice team
To participate in reception and practice team meetings, and participate in other practice and external meetings as required
To participate in a rota for minute taking of practice team meetings
To provide patients with clear and concise information appropriate to their needs
To participate in investigating complaints made by patients, relating to reception
To relay messages to appropriate staff, including staff attached to the practice e.g. District Nurses, Community Nurses, Midwives
Professional Development
To have a thorough knowledge of all practice policies and procedures
To be responsible for the evaluation of your own work
To participate in supervision, performance reviews and annual appraisals, and in developing his or her own objectives
To complete all mandatory training in line with compliance timescales
To continue professional development through a variety of strategies including study days, webinars and courses as agreed with your line manager
To undertake further training required for the role, as directed by the line manager
General
To be conversant and comply with all in‑house and/or statutory requirements, such as Health & Safety, General Data Protection Requirement, Fire
To ensure that the rights, confidentiality and privacy of the patients are observed at all times
To report any incidents to the line manager and or Assistant Practice Manager as soon as possible
To promote equal opportunities for staff and patients in accordance with practice policies and procedures
To provide cover for colleagues who are absent due to annual leave or sickness as required
To carry out any other duties, that are within your area of competence and considered relevant to the post
It is important that all members of staff are prepared to take on additional duties or relinquish existing duties to maintain efficient running of the practice. The Practice Manager and Doctors reserve the right to distribute duties and functions amongst members of staff from time to time and requests for such changes shall not be reasonably refused
Person Specification
Qualifications
* GCSE grade A to C in English and Maths
Experience
* Experience of working in an office environment
* Experience of answering a considerable volume of telephone calls
* IT literate
* Experience of working as part of a team
* Experience of working in a GP practice
* Knowledge of System One clinical system
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.
£12.80 an hourTo be reviewed following training
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