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Medical Receptionist
5 months ago
The receptionist is usually the first point of contact with the surgery. They should project a positive and welcoming image of the practice. Their role is a mixture of customer service and administrative duties. They work as part of a team under the supervision of the Reception Manager Aim of the Post To help patients access the services provided by the practice in an efficient and effective manner.
To support the rest of the practice team in carrying out their duties. To act as a focal point for all communication within the practice internally and externally. Main Duties and Responsibilities Appointments: Explain the appointment system to patients and help make the most appropriate appointment for their needs. Using the computer, make and alter appointments and record patient arrival.
Keep patients informed of any delays. Prioritise patients who may need to be seen more urgently than their appointment time. Deal with requests at the desk for immediate attention. Monitor the rate of DNAs and report to PM.
A key development here is the introduction of a new access system. The receptionists working in the appointment team will be required to help patients understand and use an online triage system. Signposting: Following a protocol written by medical team, signpost patients to community pharmacy (and other appropriate services) when necessary. Telephone: answering/transferring/making calls quickly and efficiently and in a professional manner.
Maintaining the back office function of a cloud based VOIP telephone system, including running reports, and changing call flows. Know what to do if any part of the system fails. Understand and maintain the connection between sms messaging and telephone system. Messages: receiving, recording and passing on accurate messages for any member of primary care team with an appropriate degree of urgency.
Preparing patient summaries for visiting doctor. Alerting duty doctor to urgent requests. Computer: adhere to practice security policy with regard to use of computer system (logging in and out, changing user, keeping screens turned away from public view, secure disposal of printed output. Accurate data entry and retrieval as agreed by Practice Manager.
**Mail**: Make sure the post is prepared for collection by the post service on a daily basis. Return wrongly addressed mail to sender. Records: keeping medical records in appropriate order, up to date filing in chronological/alphabetical order of correspondence and record folders. Preparation of records for surgery consultation when necessary.
**Set up rules within Outlook. Data Entry**: coding clinical data to patient computer record following written guide by GPs. Tagging and Sorting: preparing notes for new patients who have joined the list (transferring from old Lloyd George format to A4 format). Confidential Waste: making sure all confidential waste is kept in secure container for collection by shredding company.
**Stationery and Other Supplies**: keeping adequate stock in reception and consultation rooms of all NHS and other office stationery and supplies. Keeping adequate stock in reception and consultation rooms of specimen containers. Specimens: to ensure all specimens are logged onto computer prior to despatch to laboratory. Ensure patient details are correct on both form and container.
Check refridgerator daily for specimens stored overnight. Ensure specimens are handed to courier twice daily. Ambulance Bookings: to order ambulance bookings using the web based system to enable patient transport to hospital. If necessary organise ambulance by telephone in emergency situation.
**Interpreting Service**: booking interpreters for non English speaking patients and accessing language line as necessary. Patient Information: Act as a resource for patients seeking information on local and or health issues. Be aware of appropriate sources of such information. Building: open, close, alarm building if necessary.
Keep working area tidy. Keep waiting room tidy between surgeries. Make sure consultation rooms are checked and ready for surgeries Complaints: assist patients to access in house complaints procedure if necessary. This list of duties is not exhaustive, receptionists are likely to be asked to help out in many ways, and are expected to support doctors and other members of the team by responding efficiently to any reasonable request for assistance.
Receptionists must deal with requests and enquiries from patients in an efficient but respectful manner observing absolute confidentiality.
