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Receptionist/Administrator

3 months ago

Swindon, United Kingdom Cricklade Surgery Full time

Job summary

Hours per week

We are looking to recruit an enthusiastic, professional person to join our small team. The ideal candidate will have a caring and professional attitude with strong organisational and IT skills.

Main duties of the job

The role involves a high level of face to face and telephone contact with patients together with administrative support for the clinicians to ensure the smooth running of the surgery.

Previous experience in a GP Surgery would be advantageous but not essential as full training will be given.

Flexibility to work additional hours for holiday and other absences is essential

About us

Cricklade Surgery is a single handed GP dispensing practice with a strong nursing, administration, reception and dispensary team. Our patient list size is 3,400.

We are part of the North Wilts Border Primary Care Network which includes practices in Purton, Royal Wootton Bassett, Malmesbury and Sherston

Job description

Job responsibilities

To receive, assist and facilitate patients to access the appropriate service for healthcare

To be the first point of contact for telephone and face to face enquiries

To be professional in a courteous, efficient and effective way either by telephone or face to face.

To provide a positive, supportive and friendly service to patients, colleagues and visitors.

To work at all times in accordance and within protocols.

To correctly hand out prescriptions and take payment for dispensing patients.

To undertake administrative tasks

Core Principles

To ensure confidentiality of information (written/oral or electronic) is preserved at all times whether at or away from work To follow practice procedures to ensure that Caldicott Guardian and Security requirements are met at all times To follow procedures to ensure compliance with the Data Protection Act 1998 To follow all practice protocols concerned with the maintenance of ethical practice To support and participate in initiatives to ensure a safe and healthy environment for all practice users. This includes following procedures to ensure the control of potential hazards to health and safety COMMUNICATION All contact with external parties should be recorded - accuracy is paramount.

It is expected that you should be helpful and courteous at all times and should adhere to the confidentiality clauses in your contract.

Performance will be satisfactory when the following takes place

Protocols are followed at all times

All messages to be recorded correctly. Details of contacts name, place of work, contact telephone number, and nature of the enquiry should be logged.

Pursuing requests and liaising with all members of the Primary Health Care Team and associated organisations is completed within a shift or formally handed over to the next team.

Assisting with queries raised from patients, Primary Health Care Team and associated organisations regarding the completion of letters and reports in a timely manner

Liaising with all members of the practice and associated organisations and passing messages to the relevant person concerned as per practice protocol

Receiving and responding to requests (routine and non-routine) for assistance from patients, carers and others within a working day wherever possible, or formally handed to the next team.

Advising patients of relevant charges for private services, accepting payments and issuing receipts for the same

Attend meetings with the Reception Lead, Operations Manager and other team members as required. If this falls outside usual working hours, then overtime should be claimed

If asked to attend as a team representative, to report back fully to the rest of the team and discuss notes/minutes of those meetings with them

Bring to those meetings any queries or concerns from the surgery team if required

To immediately bring to the attention of the management team, any concerns and complaints from patients, carers and other Healthcare professionals

To deal with visitors to the practice according to Practice procedure and ensuring that they sign in and out of the premises, and that their attention is drawn to the matter of Confidentiality Dealing with all telephone calls professionally (with care, civility and efficiency)

Ensuring excellent customer care skills are used with all parties.

Covering and working extra hours for colleagues leave and sickness

PATIENT SERVICES

Face to face

Eye and/or verbal contact is made with patients arriving at Reception Patients, carers and all healthcare professionals are always treated with care, respect and courtesy Confidentiality is observed at all times, as laid down in your Contract of Employment When patients are at the desk, they are politely requested to excuse a Receptionist so that she may answer the telephone One patient is allocated one appointment Telephones are answered as soon as possible The appropriate greeting is given Messages are logged with time, name address, telephone number and reason for contact. Also if any return contact is required, if the query is unresolved or further action is required, this should be made clear with the messages Policy/Procedures are followed at all times. If first on duty, open up premises at the start of the day. De-activate the alarm and make all necessary preparations to receive patients. If last on duty ensure all duties on list are actioned, premises are locked and alarm set. Receives and make telephone calls as required, diverts calls and or take messages, ensuring accuracy of detail and prompt appropriate delivery. Makes appropriate appointments, in line with current operating procedures, allocating to the most appropriate member of staff and enters a reason, if known, for the appointment request, especially for nurses appointments Always refers to a clinician immediately, if a patient requesting to be seen urgently is deemed to be in urgent need. Directs patients where to place any specimens and ensure that the appropriate completed form is attached to the specimen. Ensures that visitors to the practice register into and out of the visitors book When appropriate, at quiet times, undertakes general clerical reception duties including scanning

Checks that patients wishing to register are checked to be within the Practice Catchment Area

Ensures that patients requesting a same day appointment have all their current contact details recorded accurately on the appointment schedule. Enters requests for home visits on the computer ensuring careful recording of all relevant details including a contact telephone number. If urgent and if necessary refer immediately to the Duty Doctor. Prints out a Home Visit Summary report in advance of the visit, if requested Arranges an ambulance as requested by a clinician Prepares in advance for next day, lists for all surgeries and clinics and visits Updates patient information on to the clinical system to reflect changes and or add information. Follows up non receipt of discharge summaries and results when requested by a clinician Checks and action electronic tasks both internal and external in an efficient and timely manner. Communicates with external healthcare professionals and communicate messages in the appropriate format. Puts repeat prescription requests in the dispensary in tray in the dispensary Deals with incoming post, opening envelopes and allocating as necessary Assists with scanning incoming post Retrieves patient Lloyd George notes as requested by a clinician Undertakes any other reasonable duties appropriate to the post and in support of the wider team, as requested by the Operations Manager

PRESCRIPTIONS AND MEDICATION

Medications are handed to patients making sure that the back of the prescription is completed appropriately Collects prescription charges checking patient exemption statements ensuring that the reverse side of the FP10 is completed at the time of handing out medications Non-payment for prescriptions and the exemption status for non-payers, are completed either through the patients medical records or by sight of the exemption certificate Receives NHS & Private monies where appropriate, record the details on the Daily payments sheet.

ADMINISTRATION

Tasks are routinely visited and actioned at regular intervals throughout the shift

DEALING WITH PATIENTS MEDICAL RESULTS

The post-holder processes actions instigated by a clinician Patients are made aware of a clinicians interpretation/decision and how to proceed regarding their results Urgent results taken over the phone are noted and given to a GP immediately

ADMINISTRATIVE/PROFESSIONAL DUTIES

Participates in the administrative and professional responsibilities of the practice team Ensures the clinical computer system is kept up to date with accurate details recorded Ensures accurate completion of all necessary documentation associated with patient health care and registration with the practice Attends and participate in practice meetings as required Obtains and evaluate all relevant information to handle enquiries and complaints Takes ownership of and responds promptly and courteously to patients enquiries Handles and as far as possible, resolves patients complaints using the Practice Complaints Procedure. Directs unresolved issues to the Management Team All paperwork relating to messages has been actioned, checked and discarded before the end of your shift All relevant steps are taken to sign off the computer whenever the workstation is left unattended The workstation is left as you would wish to find it Rooms are prepared for Drs at the start and end of each shift Stock levels of forms are replenished All literature on the Reception area is kept neat and tidy and plug covers are in situ, floors are free from litter and spillages, including body fluids, are cleared up immediately, using the correct guidelines/procedures. (Please see Health and Safety Procedures)

SECURITY

Performance will be satisfactory when the following takes place:

Open/Close procedures, as laid down are adhered to at all times All prescription requests are kept confidential All paths, floor areas and doorways are kept free from all obstructions at all times, to include ice, snow and other hazards. Person Specification

Experience

Essential

Experience of working with the general public Experience of working in a busy office or reception setting Experience of working in at team environment

Desirable

Experience of working in a healthcare setting

Qualifications

Essential

Good level of education including GSCE grade A to C in English and Maths

Desirable

Receptionist/customer service training