Medical Receptionist

Job summary

We are looking to recruit an enthusiastic and self-motivated Medical Receptionist /Administrator to join our busy practice team at Barnard Castle.

At our surgery, we value our team members and create asupportive, professional environment . As a receptionist, you'll play a crucialrole in ensuring smooth daily operations and providing excellent patient care.We offer opportunities for professional development, and a friendly,collaborative workplace. Join us to be a part of a dedicated team committed toimproving patient experiences and making a positive impact in the community.

Your role will be to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

You will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Main duties of the job

To make appointments accurately for both Doctors, Nursing Team and other members of the team using the computer system. This may be face to face or via the telephone system.

To cover reception during surgery opening deal with patients at the front desk in a polite and courteous manner. Ensure an effective and efficient reception service is provided to patients and visitors to the practice.

Deal with general enquires and explain procedures.

To assist in administrative tasks as required.

To have a thorough knowledge of all practice procedures.

About us

Barnard Castle Surgery is housed in purpose-built accommodation. Our practice population is approximately 10,800 patients and the practice area is approximately 400 square miles which covers Barnard Castle and surrounding villages.

We are a well-established training practice for both GP Registrars and Medical Students.

Our clinical team consists of 6 GP Partners, 4 Salaried GPs, 3 Advanced Clinical Practitioners, GP Registrars and Medical Students supported by our Nursing and Administrative Team. We are also supported by our team of Pharmacists, Pharmacy Technicians, Social Prescribers, Trainee Associate, Care Coordinator and Wellbeing Coach who are attached to us.

CQC Rating Good.

High QOF achievers.

The Health and Wellbeing of our team is paramount and we have recently been assessed for the Bronze level of the Better Health at Work Award.

We value our team members and create a supportive professional environment.

We are actively involved in Teesdale Primary Care Network and Durham Dales Health Federation.

Job description

Job responsibilities

BARNARD CASTLE SURGERY

Job Description

JOB TITLE: Medical Receptionist/Administrator

Responsible to: Practice Manager

Main Purpose of Post:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Ability to use own judgment and be able to work under pressure without

direct supervision.

To be reliable and flexible.

To observe strict confidentiality on all matters relating to the practice and its patients.

Job Responsibilities :

Reception Duties:

Ensure efficiency of Systm1 appointment system and monitor flow of

patients into consulting and treatment rooms.

Ensure patients without appointments but who need urgent

consultation are seen in a logical and non-disruptive manner.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed. Advise patients of relevant charges for private services, accept

payment and issue receipts for same.

Respond to all queries and requests for assistance from patients and

other visitors.

Enter requests for home visits onto computer stating time

received and including all relevant information and where necessary

, urgent calls refer to the duty doctor.

Ensure reception and waiting area are kept neat and tidy.

Be able to cover all reception duties as necessary.

Administration:

To have a thorough knowledge of all practice procedures.

To work in accordance with written protocols.

Scanning post in medical records.

Photocopy as requested.

Open and distribute incoming mail received.

Management of Appointment Systems:

Ensure total familiarity with all appointment systems in effect

including regular and incidental variations , doctors holiday and

taking occasional days.

Process appointment requests for today, future appointments from patients by telephone and in person and ensuring sufficient information is taken.

Action tasks daily.

Computer:

Registration of new patients.

Process patients change of address, computer data and medical records (have knowledge of practice area).

Management of Medical Records/Scanning:

Ensure correspondence, reports, results etc. are scanned into the correct records.

Retrieve and re-file records as required, ensuring that strict alphabetical order is adhered to.

Operation of Telephone System:

To receive incoming and initiate outgoing telephone calls in order to facilitate timely and appropriate communications with others. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Ensure that the system is operational at each day.

Other Tasks:

Open premises at the start of the day when first arrive, de-activate alarm and make all necessary preparations to receive patients.

When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, all electrical equipment has been turned off and the alarm activated.

Prepare rooms for meetings.

Any other delegated duties considered appropriate to the post.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Any breach of confidentiality is viewed as a serious matter and will lead to disciplinary action according to the agreed procedure. Such privileged, confidential information must remain so even after you cease to be employed by the practice. Disciplinary procedures are set out in your contract of employment and staff handbook.

Health & Safety:

The post-holder will implement and lead on a full range of promotion and management of their own and others health and safety and infection control as defined in the practice health and safety policy, the practice health and safety manual and practice infection control policy and published procedures. This will include (but will not be limited to):

Using personal security systems within the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Actively reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role. Undertake periodic infection control training. Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Attendance at the quarterly protected time meetings. Attendance at all Mandatory and Statutory training requirements as indicated by the Practice Manager.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision whilst embracing the practices ethos of recording of any errors or near misses and learning by mistakes without blame. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply all practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate.

This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested.

Person Specification

Personal qualities

Essential

Polite and confident Flexible and cooperative Motivated Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure

Skills & Qualities

Essential

Excellent communicator with a pleasant, polite and professional manner. Ability to work as part of an integrated multi-skilled team. An understanding, acceptance and adherence to the need for strict confidentiality and respect for diversity. Understanding of personal responsibility re Health and Safety. Comfortable working to agreed objectives/duties. Clear, polite telephone manner. Effective time management (Planning & Organising). Ability to work as a team member and autonomously. Good interpersonal skills. Problem solving & analytical skills. Ability to follow policy & procedure. Good general IT skills.

Desirable

Use of Systm One

Flexibility

Essential

Flexible approach to undertaking a wide variety of tasks. Flexible with regard to working hours , holiday and sickness cover.

Qualifications

Essential

Educated to a minimum GCSE level standard or equivalent

Desirable

GCSE Mathematics & English (C or above) AMSPAR Receptionists Qualification NVQ Level 2 in Health and Social Care /Customer Services / Administration

Experience

Essential

Experience of working as part of a team Experience of administration duties

Desirable

Experience of Systm One or other clinical system Experience working in a health care setting

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