Medical Receptionist
7 months ago
**Company description**
We are a small, friendly practice in Stockport, we have one GP partner, salaried doctor and a Practice Nurse, Assistant Practitioner and a HCA. The admin team consists of a Practice Manager and four receptionists
**Job description**
Job Summary: To provide a professional and welcoming service to patients, visitors and members of the Primary Healthcare Team in a courteous, pleasant and helpful manner.
Responsible to: Dr Chatterjee and the Practice Manager
Requirements of the Post:
- To understand and maintain patient confidentiality at all times
- Good communication skills with patients, visitors and members of the Primary Healthcare Team
- Use of initiative, resourcefulness and local knowledge to respond to patients enquiries and requests
- Use of own initiative with the bounds of Practice policies and guidance
Principal Duties and Responsibilities:
Telephones
- Answer incoming call as quickly and efficiently as possible in a friendly and helpful manner
- Divert calls, take and record messages as appropriate according to the Practice protocol
Front Desk
- Welcome and help patients and visitors at the Front Desk in a professional and friendly manner
Appointment management
- Ensure total familiarity with all appointment systems in operation, including regular and incidental variations
- Make, cancel and re-arrange appointments for patients
- Make emergency appointments in line with the Practice protocol
- Call and recall patients for long term condition reviews, immunisations and screening appointments
- Book patients in as they arrive for appointments and advise of any potential long waits
- Monitor the effectiveness of the appointment system and report any problems
Home Visits
- Follow the Practice protocol for home visits before accepting a home visit request, specifically requesting that the patient attend the surgery if at all possible
- Enter requests into the computerized appointment system, arrive the patient to give the time that the request was taken, type the reason for the visit in remarks and check the patients telephone number, adding it to the screen
- Advise the patient that the doctor may phone first to assess the need for a home visit
- Inform the doctor on call of any visits received after the morning visits have been taken
Incoming and Outgoing Mail
- Distribute mail appropriately on the day of receipt placing any personal mail in the appropriate persons tray
- Open any patient correspondence and date stamp before placing in the scanning trays
- Take the outgoing mail on a daily basis, ensuring that every letter has the appropriate stamp
- Take recorded deliveries to the post office on a regular basis
Repeat Prescriptions:
- Repeat prescription is ordered online through the NHS app, patient access or through
accurx link however need Action patient requests in line with the Practice protocol with
some flexibility. Promises to patients should be actioned and followed through
- Use own judgement and knowledge of patients to respond to urgent requests and
telephone ordering.
Registering New Patients and Temporary Residents
- Ensure that forms are completed correctly.
- Ensure that the new patients are residing within the practice area
- Explain practice procedures and give all new patients a practice booklet
- Enter patient details into EMIS and send registration electronically
Changes of Address
- Taking changes of address, names and telephone numbers, ensuring that patients are advised if they have moved outside of the practice area. Alter details on the computer and patients medical record
- Follow the practice protocol for patients moving out of the area
Patient Payments
- Advise patients of the cost of medical reports, passport forms etc
- Log any requests as per the practice protocol
- Ensure that reports are completed by the GPs and take payment from patients on collection
- Log payments and pass payments to the practice manager
New Patient Records
- On receipt of new records enter on the computer that records have been received
Informing patients of results
- Contact patients regarding blood results or hospital letters at the GP or practice nurses request using EMIS Tasks and Docman Tasks
- Give out GP comments on results when patients contact the surgery
Visitors
- Establish the identity of visitors to the practice and ensure that only authorised personnel are admitted to the reception area
- Log all visitors as per the practice protocol
Opening and Closing
- Open the building at the star of the day as per the practice protocol ensuring that all fire exits are accessible
- Close the building at the end of the day as per the practice protocol ensuring that all areas are secure
Training and Development
- Assist with induction of new reception staff
- Ongoing training and development within the reception team to improve services
Policy and Service Development
- Responsibility for the development and implementation of policy by making recommen
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