Medical Receptionist

Job summary

St Thomas Road Surgery are a small and friendly General Practice who are looking to recruit a committed, enthusiastic and team-orientated staff member to join our busy reception team.

The ideal candidate will have previous experience in a customer facing environment and be a confident communicator. You must be adapatable, flexible, and have an ability to multi-task and work under pressure. Whilst training will be given in the computer system (SystmOne), the candidate will be IT proficient and have an interest in clinical coding and medical terminology.

You will be required to work 28 hrs per week working Monday, Tuesday & Wednesday.

Main duties of the job

Main Duties/Key Tasks:

Receive, welcome and advise patients Book and alter patient appointmens Send, receive and action messages via the SystmOne Answer telephone enquiries from patients, staff and other external agencies Use the Practice's computer system (SystmOne) with regards to patient information, appointments and practice information Receive and forward samples, specimens and other items Receive and action or forward incoming mail Assist medical staff with ad hoc administration type enquiries Contribute to the Reception team and provide an effective day to day Reception service Maintain patients medical and surgery administrative record systems Scanning and summarising Provide clerical and administrative support to other staff groups as appropriate Assist with health promotion and other related activities To cover duties for other members of staff for holidays, sickness and in the case of absence

About us

St Thomas Road Surgery is a 5 Partner Practice caring for approximately 6400 patients.

We are based in the centre of Featherstone with a good CQC rating.

We are a teaching Practice and use SystmOne.

Job description

Job responsibilities

As a priority, ensure the front desk and telephones are answered first and before other tasks are undertaken. Greet patients courteously and ensure the appointment system is run efficiently. Greet visitors and third party contractors politely and professionally, ensuring information governance (IG) procedures are followed prior to their admittance to the practice. Challenge unidentified visitors in line with practice procedure. Help patients with any organisational queries. Monitor the flow of patients to and from the consulting/treatment rooms and manage queues through telephone and face-to-face interaction. Ensure patients are informed if a doctor is running late or called out on a visit or assisting colleagues. Advise patients of relevant charges for non-NHS services, accept payment and issue receipts. Explain practice arrangements and requirements for new and temporary patients and ensure appropriate paperwork is completed and processed. Respond to all queries and requests for assistance from patients and other visitors to the practice as appropriate. Direct queries on, either in house or to other services as appropriate. Deal efficiently with emergency situations, including urgent calls, visits and ambulance bookings. Ensure SystmOne tasks, notifications and workflow are checked and actioned throughout the day, including phoning patients as directed. Empty script box regularly and complete electronic prescription requests on SystmOne. Action online prescription requests regularly and promote the Practices online services. Take prescriptions to GPs for signing. Report any concerns regarding medication orders to the clinical team ( over ordering, non-compliance). Collect and process post daily, open, date stamp, sort and file. Monitor supplies of stationary and consumables and notify appropriate staff member for ordering. Handle specimens as per practice protocol. Carry out additional duties as required post office, making tea and coffee. Oversee waiting and reception areas, ensuring they are kept tidy and relevant information is on display for patients, including checking, ordering and removal of leaflets as appropriate. Complete end of day check doors, windows, lights, computers etc.

Management of Appointment System

Maintain working knowledge of the appointment system times of all clinics, duration of appointments, knowledge of SystmOne clinical system, doctors rotas, procedures for booking routine and urgent appointments, and procedures for booking external appointments within the Extended Access hubs. Book appointments accurately and appropriately. Monitor daily available appointments and report any overload to the management team as appropriate.

Management of Medical Records and Administration

Ensure paper medical records are kept accurately in alphabetical order, easily retrievable, in good repair and tidy. Retrieve and re-file records as required by wider team. Carry out scanning and electronic import of clinical documents as per written procedures, ensuring accuracy of appending to electronic patient record. Carry out coding of clinical documents as per written procedures, ensuring accuracy of appending to electronic patient record. Direct documents to appropriate practice team or clinician, or take necessary action / put appropriate follow-up in place, where appropriate. Ensure confidential destruction of any patient-related paper materials once scanned to record. Carry out weekly incoming/outgoing paper record tasks as directed. Receive and make calls as required. Divert calls and take messages as appropriate, record information for the Doctors and Nurses to action (home visits, phone calls etc.) Take and pass on messages accurately, refer to appropriate staff member via SystmOne and email (webmail and Report any service issues to the management team.

Data Security & Protection

Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol. Maintain up-to-date knowledge of practice information governance policies including annual refresher training. Hold an understanding of how patient data is used within and outside the Practice and where patients can access further information.

Patient Liaison

Provide non-clinical patient care, dealing with requests for information, test results, requests to speak to clinical staff, whilst ensuring confidentiality and privacy for patients. Care navigate patients to appropriate clinicians or alternative care providers where appropriate. Ensure patients have access to any relevant leaflets, support groups, carers associations etc.

Information Technology, Communication, Training

Maintain working knowledge of computer/clinical system, reporting any problems to relevant staff members, this includes SystmOne and Adhere to practice policies regarding security and confidentiality, records management roles and responsibilities, computer skills and health and safety. Keep up-to-date with practice policies and protocols and ensure updates sent by the management via email or in meetings are read and actioned. Respond to and action SystmOne tasks/notifications/workflow and emails if given access by management team. Undertake training as required by the management team including online learning and annual updates as required (including adult safeguarding, child protection, information governance).

General

This job description is not exhaustive and you may be asked to carry out additional tasks which are appropriate to your experience, as required by the management team and/or clinicians. Person Specification

Qualifications

Essential

GCSE Maths and English IT proficient (demonstrable through training/qualifications or experience)

Experience

Essential

Experience of working in a customer service role Experience of using workplace-specific computer systems

Desirable

Previous experience working with SystmOne. Previous experience working in General Practice. Previous experience working in a reception environment.

Character

Essential

Ability to work under pressure Team orientated Flexible Adpatable Good interpersonal and communication skills Ability to multi-task Ability to use initiative and be proactive Self-motivated

Skills

Essential

Good interpersonal and communication skills (Written and Oral) Clear, polite telephone manner Time Management and the ability to work to deadlines Problem solving Interpersonal

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