Medical Receptionist/call Handler
4 months ago
This is a dual post where you will work as a face to face receptionist and a behind the scenes call hander. The post holder will receive, assist and through efficient and courteous care navigation direct patients in accessing the appropriate service or healthcare professional.
Provide general assistance to the practice tea, undertake general administrative tasks and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Work as part of a reception team as well as the wider practice team ensuring that reception and consultating areas are maintained to a high standard ensuring.
Job responsibilities:
The post is a dual role that works across reception and call handler shifts. Many of the skills needed are transferrable between the two roles.
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures an appropriate forms are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits following practice procedures, ensuring to carefully record all relevant details and referring to duty doctor where necessary.
- Following practice procedure assign prescription request to the relevant member of staff (prescribing clerk, duty doctor, practice pharmacist etc).
- Handing completed repeat prescriptions to patients checking name and address in line with practice procedures.
- Prepare lists and notes for all surgeries and clinics held as requested by senior receptionist.
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Patient notes and correspondence:
- Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
- Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
- Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible.
- Send and receive Faxes
- Photocopying, scanning, sending out patient appointments for scheduled clinics ie Flu, Chronic disease.
- Monitor and undertake generic “reception” tasks as needed. This includes sending updates to patients regarding blood results, using Daybook to refer to services such as wound clinic, district nurses and midwives.
- Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room as per delegated responsibility.
- Clear and restock clinical rooms after surgery.
- Prepare rooms for next session by allocating rooms as per room plans and changing name plates accordingly.
- Premises:
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
- Ensure that all new patients are registered onto the computer system promptly and accurately checking GMS1 forms for completion and signatures as needed.
- Update electronic and paper records with change of names, addresses and telephone numbers as notified by patients.
- Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.
- Participate in mandatory and other training courses/updates as deemed necessary to fulfil the responsibilities of the post.
- Attend practice meetings as needed.
- Participate in the practice staff appraisal and development scheme.
- Cancel / reschedule appointments
- Deal with house call requests
- To participate on the Staff Rota
- Work across the various practice sites as deemed necessary by the staff rota.
- Be fully flexible during peak holiday periods to support the rota and smooth running of the practice during core hours.
Confidentiality:
- 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. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relat
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