Patient Services Reception Advisor

4 months ago

Melton Mowbray, United Kingdom Latham House Medical Practice Full time

In proactively managing an allocated reception desk and suite the post-holder’s role will include: Reception Desk Management - Meeting and greeting patients in a calm and professional manner and directing patients to the appropriate waiting areas. - Booking and rescheduling appointments and informing patients of booked, cancelled or rescheduled appointments. - Liaising with doctors and/or clinicians prior to booking patients’ appointments and telephone calls. - Actively manage doctors’ phone lists to reduce the impact of unnecessary burdens.
- Receiving, making and diverting telephone calls and taking messages. - Dealing with queries, problems, complaints and registering new patients in accordance with the Practice’s protocols, policies and procedures. - Dealing with and responding to requests from doctors and clinicians. - Co-ordinating administrative procedures, supporting medical examinations and, when required, be a chaperone.
- Dealing confidentially, efficiently and politely with enquiries arising from patients, or from other health professionals in respect of patients, both in person and on the telephone, and in particular enquiries regarding test results. - Meeting the needs of patients and clinicians. - Managing and checking patients’ urine specimen, height, weight and visual acuity and entering the results on the computer. - Issuing forms and taking payments when applicable.
- Preparing, checking and tidying consultation rooms, treatment rooms and reception areas
- including noticeboards and patient information leaflets; ensuring that consultation rooms are equipped and stocked ready for doctors and clinicians to receive patients. - Ensuring the efficiency of appointment system and monitoring flow of patients into consulting and treatment rooms. - Ensuring that patients without appointments, but who need 'urgent consultation', are when possible, seen in a logical and non-disruptive manner. - Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover.
- Advising patients of the relevant charges for ‘non-paid for services’, taking payment and issuing receipts. - Recording home visits on clinical system including all relevant information and where necessary refer to the Duty Doctor. - Ensuring that requests for prescriptions are actioned in accordance with the Practice’s policies and procedures. - Actioning and recording requests for other services including ambulance transportation and interpreters.

Management of Appointment System - Ensuring total familiarity with the appointment system including regular and incidental variations. - Booking appointments, single point of access requests and recalls; and ensuring sufficient information is recorded to retrieve medical records. - Monitoring the effectiveness of the system and report any problems or variations required. Administration Duties - Updating the computer with relevant information.
- Updating the self-check in system when required. - Checking & actioning cancellation line messages. - Updating White Boards on a daily basis. - Filing / checking notes / pulling notes when required.
- Sorting post, scanning and attaching documents to patient records. - At the end of the evening surgery: a) Checking and locking rooms b) Securing the building at the end of the day. c) Ensuring the car park is empty and locking gates. d) Refilling doctors / nurses / examination rooms Computers & Information Technology In accordance with the Practice’s protocols, policies and procedures, the post-holder will: - Manage and maintain patients’ electronic records in a timely and accurate manner.
- Maintain patients confidentiality at all times. - Comply with all information management and information technology protocols and systems.

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