Medical Receptionist (15 hours per week)
Dr Manickam & Partners are looking to recruit a part-time Medical Receptionist. We are a very friendly and dynamic practice with approximately 4000 patients. There are three GP partners, and an experienced nursing and administration team.
There would be the need for flexible working, with the need for cover for holidays and late evening working as part of a rota.
The working hours are between 7.45am to 6.30pm Monday to Friday.
Main duties of the job
You would be working as part of a close team dealing with patient queries, care navigating and booking of appointments, answering face to face queries, raising repeat prescriptions, registering new patients and liaising with the GPs and other ad-hoc duties.
You will have an excellent telephone manner and experience in dealing with the public. You would need to be precise in your work and have excellent IT knowledge and skills, although specific system training will be available.
A personable outgoing and friendly manner is important for this role.
About us
Our Practice consists of 3 GP Partners, four Receptionists, a Reception Manager, and a Management Team. We have an experienced nursing team. We also have the benefit of a Social Prescriber, a First Contact Physiotherapist, and Mental Health Practitioner Team and Pharmacy Team.
You would be entitled to join the NHS Pension Scheme.
Job responsibilities
Reception/Administration
* Tocover reception desk, telephones and main reception duties in keeping withpractice protocol in a promptly and courteous manner.
* Bepolite and courteous to patients at all times projecting a positive image ofthe practice and always maintaining confidentiality.
* Processappointment requests from patients by telephone and in person.
* Tobe able to care navigate calls: signposting patients to relevant services or arrangingappointments in surgery with the relevant clinician as appropriate.
* Tohave a sound and up-to-date knowledge of Local Care Pathways and localservices, including the voluntary sector.
* Torespond appropriately in emergency situations.
* Tounderstand the common needs and safeguarding issues of vulnerable patientgroups including children, elderly housebound and those with long-termconditions.
* Bookinterpreters as and when required.
* Receiveand make telephone calls as required.Divert calls and messages ensuring accuracy of detail and promptappropriate delivery.
* Enterrequests for home visits onto the clinical system ensuring all relevant detailsare recorded and where necessary refer to the appropriate services.
* Torespond to and deal with all routine and complex enquiries.
* Generateonline test request forms.
* Torespond to requests for results of blood tests, x-rays etc.
* Actionall acute/repeat prescription requests.
* Dealwith the day to day running of the computer system and enter patientinformation, clinical-coding asrequired.
* Processpatients change of address (have knowledge of the practice area).
* Tofile, both electronically and manually, photocopy, fax and email all medicalcorrespondence as required by the practice, both relating to patients and thepractice.
* Generalappointments/requests for patients via the E-referral system.
* Advicepatients of relevant charges for private services accept payment and issuereceipts if necessary.
* Acceptand hand out completed prescriptions, letters, forms and specimen bottles etc.
* Registerpatients for online services and deal with online prescription requests.
* Toexplain practice procedures and requirements to new patients and temporarypatients, providing new patients with all appropriate documentation andappointments enabling them to register with the practice.
* Ensureall new patients are registered on to the computer system promptly andaccurately.
* Openpost/correspondence and distribute as necessary.
* Ensureletters and hospital referrals are typed and attached/sent appropriately.
* Toscan/workflow/clinically code documents in relation to patients onto theircomputerised record.
* Liaisewith all clinical staff reporting any problems to the Reception and/or PracticeManager or GP Partner as appropriate.
* Toparticipate in the organisation of clinical rooms so that everyone knows whichroom to use.
* Ensurethat the waiting room and reception area is left tidy at all times.
* Openup premises at the start of the day when first to arrive, and make allnecessary preparations to receive patients.
* Ensurethat all prescription stationery is locked away at the end of the working day.
* Atthe end of the day, ensure the telephone system has been transferred correctlyto the out of hours service and secure the practice.
* Tobe flexible in the workplace in terms of hours worked as and when the needarises.
* Undertakeany other additional duties appropriate to the post as requested by the Receptionand Practice Manager and to meet the needs of new developments.
Health & Safety
Youmust adhere to Health and Safety standards to assist in promoting your own andothers health, safety and security as defined in the practice Health andSafety Policy.
Touse personal security systems within the workplace according to practiceguidelines.
Identifyrisks involved in work activities and undertaking such activities in a way thatmanage those risks.
Reportany potential risks identified.
Useappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazards.
Makeeffective use of training to update knowledge and skills.
Confidentiality
Inthe course of seeking treatment, patients entrust us with, or allow us gather,sensitive information in relation to their health and other matters. They do so in confidence and have the rightto expect staff to respect their privacy and act appropriately.
Inthe performance of the duties outlined in this job description, you may haveaccess to confidential information relating to patients and their carers,practice staff or healthcare workers.They may also have access to information relating to the practice asbusiness organisation. All suchinformation from any source is to be regarded as strictly confidential.
Informationrelating to patients, carers colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons in accordancewith the practice policies and procedures relating to confidentiality and theprotection of personal and sensitive data.
Communication
Youshould recognise the importance of effective communication within the team andwill strive to communicate effectively with other team members, patients andcarers.
Recognisepeoples needs for alternative methods of communication and respondaccordingly.
Attendteam meetings and contribute towards discussions on matters of practice policyaffecting patients and staff.
Personal Development
Toparticipate in any training programme implemented by the practice as part ofthis employment
Toparticipate in an annual performance review and take responsibility maintaininga record of own personal and/or professional development.
Takeresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work.
Quality
Maintainquality within the practice.
Workeffectively with individuals in other agencies to meet patient needs.
Effectivelymanage own time, workload and resources.
Assessown performance and take accountability for own actions, either directly orunder supervision.
Contributeto the effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance teams performance.
Alertother team members to issues of quality and risk.
Equality andDiversity
Supportthe equality, diversity and rights of patients, carers and colleagues.
Actingin a way that recognises the importance of peoples rights, interpreting themin a way that is consistent with practice procedures and policies, and currentlegislation.
Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behavingin a manner that is welcoming to and of the individual, is non-judgemental andrespects their circumstances, feeling priorities and rights
Contribution to theimplantation of services
Toapply all practice policies, standards and guidance.
Discusswith other members of the team how the policies, standards and guidelines willaffect own work.
Assistin Audits undertaken by the Practice as appropriate.
Person Specification
Experience
* At least two years experience of working in a front of house environment, preferably a GP Practice or other healthcare environment.
* Friendly, approachable and presentable.
* Good IT knowledge and skills.
* 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.
* Knowledge of GP IT systems e.g. EMIS Web, Docman.
* Experience of Care Navigation.
Qualifications
* A recognised qualification (NVQ Level 2/GCSE Grades A-D to include English and Maths) or have equivalent experience in a relevant role.
* Qualified to NVQ Level 2.
* Care Navigation Experience/Qualification
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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