Gp Receptionist/administrator

Hours: 18 hrs pw
Rota:

- Tuesday: 8:00am til 6:00pm
- Wednesday 8:30am til 6:30pm

******
- Salary: £9.50ph
- Advert end date: 31/01/23
- Interviews: w/c 6th February
- Start date: Immediate start available

******

Job description**:RECEPTIONIST**

**1. Job Role / Purpose**:
The receptionist will be the primary point of contact for patients ringing the surgery. The role will be to optimise the patient’s care navigation and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that the patient’s presenting issue is managed appropriately and that patients are up to date with their routine appointments. This will be a telephone triage role as well as dealing with walk in attendees who present at the surgery reception.

This role will enable the smooth running of the surgery and work in assistance with clinicians in delivering an efficient and competent level of accurate management of patient needs. This includes signposting and directing to the appropriate to the healthcare professional within cluster and LHB, and where appropriate, outside agencies.

**2. Key Duties & Responsibilities**
- Provide clear concise information to patients and understand the importance of discretion and confidentiality.
- Good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs.
- After appropriate training employ a variety of questioning techniques in order to develop a full picture of the nature of the patient’s problem.
- Identify potentially serious problems and bring those to the immediate attentions of the correct clinician; i.e. on call GP; triage Nurse Practitioner.
- For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.
- Build strong relationships with all direct team members, clinicians and recognise healthcare professionals in the practice as a resource to be used appropriately.
- Develop and maintain an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice.
- Be able to distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations. Demonstrate assertiveness without being domineering and have ability to gain the confidence of the caller (project confidence and sensitivity).
- Support the Practice management in developing approved business changes that include process improvements and assist in embedding these into daily operations/contribute to increasing clinical effectiveness.
- Assist in the timely production of relevant information i.e. copies of notes, but also complete general administration i.e. registrations, deduction
- Evidence of a clear understanding of patients presenting issues by identifying potentially serious problems and bring those to the immediate attention of the appropriate clinician - in line with the

Practice Triage protocol
- Manage less serious problems and negotiate with the patient to identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.
- Evidence managing patient’s appointment requirements when patients initiate contact with the practice.
- Timely management of telephone conversations with patients whilst obtaining both the patients and practice’s desired outcome from the call.
- Demonstrate understanding of the role’s limitations and work within them. Evidence that guidance has been sought from colleagues when appropriate.
- Meet the required standard with regards to clear and concise details of encounters ensuring correspondence, reports, results, etc., are documented in the clinical system software tool.
- Resolution of patient presenting issues and pro-active management and escalation of any risks.
- To process new patient registrations and assist with online access enquiries as they arise.
- Handling patient requests for prescriptions through electronic or signed processing, medication review and follow up action through the clinical system software tool.
- Assisting with other secretarial and administrative procedures as required

**3. Other Responsibilities**

**Health and Safety**
- To comply with the Health and Safety at Work etc. Act 1974.
- To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.

**Equality and Diversity**
- To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure.

**Risk Management and Clinical Governance**
- To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives.

**Confidentiality**
- To maintain confidentiality o