Fell Tower Medical Centre are seeking to recruit a full-time medical receptionist.
The ideal candidate will have experience in a healthcare patient-facing role and be committed to delivering excellent customer service.
Main duties of the job
The role a medical receptionist is to provide efficient and effective reception and clerical support to the Practice. The post holder with exercise discretion, confidentiality and be commited to providing a high standard of customer care.
About us
Fell Tower Medical Centre is a well established GP Practice based on Durham Road in Low Fell, Gateshead.
The Practice has a clinical team comprising of 3 GP Partners and 4 salaried GPs as well as a full compliment of nurses and healthcare assistants. We are a teaching Practice and host GP registrars.
We have a dedicated Reception and Administrative team who deliver high quality service to our patients.
Job responsibilities
The main duties of the role:
* Dealing with all appointments and patient requests, ensuring surgery time is effectively utilised. Allocating pre-bookable and urgent appointments appropriately and monitoring the flow of patients during surgeries.
* Deliver active signposting, providing patients with a first point of contact directing them to the most appropriate source of help. Ensuring patients are booked in with the right clinician or service.
* Carrying out all clerical tasks to prepare for surgery sessions, ensuring clinical staff have the patient documentation necessary to undertake consultations and procedures efficiently.
* Providing a comprehensive reception service, responding to a range of enquiries in a polite, caring and efficient manner. Adherence to Practice protocols and dealing with difficult situations in a calm and controlled manner.
* Dealing with telephone requests and enquiries in a courteous manner, referring callers to the appropriate personnel and ensuring messages are relayed in a timely manner, especially those of an urgent nature.
* Taking comprehensive details for patients requesting home visits and ensuring these are recorded in accordance with the protocol to allow steps to be taken for triage.
* Dealing with prescribing requests, ensuring that prescriptions are approved, prepared, signed and ready for issue within agreed timescales. Arranging appropriate follow-up for patients who need to be seen.
* Undertaking and ensuring all aspects of patient registration are carried out in a timely way.
* Promoting services and educating patients to improve their experience - Patient Partner, Online Access, eConsult, Extra Care service etc.
* Maintaining manual patient records in a tidy, accurate and up to date condition (both own staff files and overall filing system). Tracking missing files and documents required by clinical staff.
* Ensuring that changes in patients details and circumstances are recorded accurately and actioned on both the manual and electronic record system.
* Undertaking a variety of clerical tasks in support of patients service activity, including interpreter bookings, insurance and benefit documentation, vaccinations, breast screening etc.
* Explaining Practice arrangements and requirements for new patients seeking care, ensuring all documentation is completed.
* Participating in extended hours rota, providing clerical support to the appointment surgery and working alongside the Doctor on call.
* Taking payments for some services
* Attending Practice and Primary Care training sessions as required.
Person Specification
Qualifications
* Educated to GCSE standard
* Good levels or numeracy and literacy
Knowledge & Skills
* Good level of I.T literacy
* Team player
* Flexible and adaptable
* Accurate and efficient
* Well organised and hard working
* Ability to remain calm in stressful situations
* Working knowledge of Emis clinical system
* Amalgamation of patient notes
* Knowledge of general practice
Experience
* Minimum 2 year's experience in an NHS or healthcare patient-facing environment
* Experience of Primary Care
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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