Medical Receptionist

JOB TITLE: MEDICAL RECEPTIONIST - SOLLERSHOTT SURGERY

Full and part time positions available.

Hourly rate: £11.44 per hour rising to £11.77 on successful completion of probation

Responsible to: Reception Supervisor

Accountable to: Practice Manager, Lead General Practitioner and 12PointCare Directors

Key relationships General Practitioners

Practice Management
Nursing & Administrative Team Colleagues
External Stakeholders

**Job Summary**

Working in a busy Practice puts a Medical Receptionist in a special position of trust and responsibility.
The post holder must provide a friendly, efficient, and professional front-line service to patients, visitors and the primary health care team both in person and by telephone. As the main contact for the Practice, the professional image and impression the post holder projects and the environment they maintain is essential to providing a positive experience with the Practice.

A Medical Receptionist must have an excellent telephone manner, customer care, be organised and able to work under pressure during busy and difficult times. It is important to be able to help patients access appropriate services and to manage various patient needs - no two days are the same. Once fully trained, there may be some lone working during less busy times.

The Practice utilises a variety of computer packages in the day-to-day running of the Practice and, whilst full training is provided, all members of staff are required to use these to support efficient systems and communication.

Location

The post holder will be based at Sollershott Surgery, 44 Sollershott East, Letchworth Garden City,
Hertfordshire SG6 3JW, as well as any other premises run by the organisation in the future.

**JOB RESPONSIBILITIES**
- Receive, assist, and direct patients in accessing the appropriate service or healthcare professional within Practice protocols.
- Effectively utilise the Practice computer system including SystmOne, Electronic Prescribing Service, electronic mail, and intranet to support patient care and communication.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments in a polite and helpful manner.
- Using Practice guidance and excellent communication skills ensure that patients access members of the clinical team within appropriate time frames organising appointments, telephone messages, home visits and any other means of communication. Ensure that the necessary information is received and recorded to provide safe patient care.
- When necessary, contact patients via telephone, letters, text messages or other appropriate means.
- Provide guidance on Practice services to new patients and those seeking temporary medical cover and ensure procedures for looking after people from overseas are followed.
- Ensure that all new patients are registered onto the computer system promptly and accurately.
- Record requests for home visits taking all relevant details and, where necessary, refer to the Duty Doctor.
- Prepare daily home visit list for doctors.
- Action prescription requests according to the Practice protocol.
- Advise patients on private services available at the Practice and the relevant charges. Collect private fees, issue receipts, and record as required.
- Retrieve and accurately file medical records and correspondence ensuring they are kept in strict alphabetical order.
- Respond to patient notes, ensuring correspondence, reports and results are dealt with appropriately.
- Tidy and maintain the reception, waiting room, public areas and consulting rooms to provide a professional image and environment.
- Open up premises at the start of the day when first to arrive, de-activate alarm, immediately check access to computer and make all necessary preparations to receive patients such as unlocking rooms, turning on waiting room equipment and computers, opening blinds, etc.
- When last to leave at the end of the day, ensure that the building is totally secured, internal doors are locked, lights are off and the alarm activated.
- On rare occasions, clean spillages working within Practice health and safety guidance.
- Provide information to patients on the Practice Complaints Procedure when necessary and, if party to a complaint, assist in the investigation process carried out by management.
- Provide training for other members of staff, medical students and any other visitors as appropriate to the post.
- Undertake any other additional duties appropriate to the post as requested by management.
- This role is not exhausted to these duties.

Confidentiality
- The Practice must adhere to strict legal regulations regarding confidentiality and access to medical records. Requests to see medical records - whether by the patient, a professional or a colleague - is strictly at the discretion of the doctor.
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. The