Medical Receptionist

Redwood Surgery
Bangor Health Centre
Newtownards Road
Bangor BT20 4LD

Tel: 028 91 638700

**JOB DESCRIPTION**

**TITLE**: Medical Receptionist / Administrator

**LOCATION**: Bangor Health Centre

**REPORTING TO**: Practice Manager and GP’s

**REMUNERATION**: £11.00 per hour

**HOURS OF WORK**:25 hours, Mon-Fri between 13.00 -18.00.

Flexibility required to cover between 08.30-18.00 for holidays and sickness. At times weekend and evening work may be required to cover clinics.

**MAIN PURPOSE OF POST**

To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other members of staff. This will include both telephone and face-to-face contact.

**SPECIAL REQUIREMENTS FOR POST**
- An understanding, acceptance and adherence to the need for strict confidentiality.
- An ability to use your own judgement, resourcefulness, common sense and local knowledge to respond to patient enquiries and requests.
- Excellent communication skills.
- A high standard of punctuality and neatness.

**MAIN DUTIES & RESPONSIBILITIES OF THE POST**

**1 RECEPTION DUTIES**
a) Ensure appointment system is properly organised and monitor flow of patients into consulting/treatment rooms b) Ensure patients without appointments, but who need an “urgent consultation” are seen in a logical and non-disruptive manner

c) Explain practice arrangements and formal requirements to new patients and those seeking temporary medical cover, ensure procedures are complete d) Advise patients of relevant charges for private services, accept payments and issue receipts e) Respond to all enquiries and requests for assistance from patients and other visitors f) Ensure reception and waiting areas are kept neat and tidy at all times

**2 COMPUTER ** a) Be familiar with all aspect of appointments, registration, patient history, surgery lists and recall systems as are necessary to carry out daily duties b) Record contacts with patients by telephone in accordance with practice protocol c) Be familiar with all aspects of scanning system and management of clinical correspondence d) Back-up the computer system in accordance with practice protocol

**3 EMERGENCY SITUATIONS, PROBLEMS AND DIFFICULTIES ** a) Be familiar with responding to a patient in an emergency b) Respond appropriately to a patient who is rude, aggressive or difficult in accordance with the practice Zero Tolerance procedure c) Be familiar with the Practice Complaints Procedure

**4 MANAGEMENT OF APPOINTMENT SYSTEM ** a) Ensure total familiarity with appointment system in effect including regular incidental variations b) Book appointments ensuring sufficient information is recorded to retrieve medical records c) Monitor effectiveness of the system and report any problems or variations required

**5 OPERATION OF TELEPHONE SYSTEM AND MESSAGE TAKING ** a) Receive and make calls as required in a courteous manner.

Divert calls and take messages as appropriate b) Inform patient of times when doctors are available for telephone consultations

**6 RECEIVE AND DIRECT VISITORS**

a) Receive and Direct Visitors in accordance with the practice protocol b) Ensure the Reception Desk is always manned

7 **DEALING WITH PATIENT REQUESTS FOR REGISTRATION**
a) Ensure practice arrangements and formal requirements are explained to patients requesting registration b) Ensure they are given the appropriate paperwork c) Give a practice booklet

**8 DIRECT PATIENTS TO APPROPRIATE HEALTH CARE**

**PROFESSIONALS FOR ADVICE**
a) Be aware of the services the practice provides in relation to health improvement/chronic disease management b) Keep up with practice leaflets c) Know relevant potential sources of information inside/outside the practice d) Health promotion material

**9 CONSULTING ROOMS/STATIONERY**
a) Check Drs and nurses consulting rooms at the end/start of day to ensure adequate supplies of stationary including prescription b) Check all equipment is switched on/off including computers c) Keep own work area clean and tidy d) Ensure adequate supplies of paper are available for the fax machine and photocopier e) Identify person responsible for ordering stationary and consumables f) Procedure for receiving, checking and storage of stationary and consumables

**10 MAIL HANDLING**

a) Open and distribute incoming mail in accordance with protocol b) Mail from outside the practice c) Circulars and hand delivered mail d) Prepare outgoing mail e) Routine, Urgent items f) Awareness of availability of stamps and identification of persons responsible for ordering g) Know/learn how to use electronic mail, including faxing and e
- mail

**11 RECEIVE TELEPHONE CALLS AND ELECTRONIC MAIL**

a) Ensure confidentiality is maintained whilst making/receiving calls by using ability to put caller on hold b) Receive and make calls as required c) Divert to appropriate people d) Take and record messages in accordance with protocol e) Ensure system is operational at the beginning/end of e