Receptionist / Administrator

Job summary

Rainhill Village Surgery is a welcoming andtraditional Practice. The successfulcandidate will provide excellent customer service and advisory support topatients and visitors to the Practice. You will join a highly effective teamwho are the face of the Practice. The reception team are friendly and supportive,and you will be offered training on in-house systems that ensure you are asuccess in this role.

Main duties of the job

About the Role:

To work as part of a team in a busy office aspects of the job involve:

Dealing with patients in person and on the telephone Receiving patients and visitors and dealing with their presenting requirements Booking appointments for Doctors and other health professionals Accepting requests for letters, reports or prescriptions and ensuring the processing of same Accepting and processing new patient registrations and deductions Taking and communicating accurate messages from health professionals and other agencies Such other reasonable duties, appropriate to the role, as agreed between the post holder and the manager

About the Person:

Keyboard skills Proficient with Microsoft / Outlook software Ability to maintain confidentiality and remain calm under pressure Ability to prioritise and work to deadlines Excellent telephone manner and good interpersonal skills Flexibility to cover other shifts/overtime Be a team player Reliable

Computer skills and customer service skills are essential.Medical terminology skills and previous experience are desirable.

About us

You will join a highly effective team who are the faceof the Practice. The reception team are friendly and supportive, and you willbe offered training on in-house systems that ensure you are a success in thisrole.

Job description

Job responsibilities

The purpose of the role is to:

Offer 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

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

Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of administrative support to clinical staff and other members of the Practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies

Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels:

Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols Maintaining and monitoring the Practice appointments system Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Signposting of patients to appropriate services/clinicians Processing and distributing incoming and outgoing mail Taking messages and passing on information Filing and retrieving paperwork Processing repeat prescriptions in accordance with Practice guidelines Producing blood test forms as directed by clinicians Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures Actioning new patient registration requests and completing the transferring out administration tasks for patients leaving the Practice Process patients change of address/ name/ telephone number etc. Read Coding the information from electronic letters etc. into the Practice clinical system Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Clearing, cleaning and re-stocking consulting rooms as required Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying, and scanning Ordering, re-ordering and stock monitoring of stationery and other supplies Dealing with clinical waste/ sharps bins Provision of refreshments for staff and visitors as required, washing dishes, and keeping the kitchen areas clean and tidy Keeping the reception area, noticeboards, and leaflet dispensers tidy and free from obstructions and clutter Receive and document receipt of medical record requests or reports and pass to appropriate clinician. Produce invoice through the clinical system, as advised by clinician, and send off. Document in notes when payments have been received and match up with original request.

Maintain, update, and monitor computerised clinical system

Ensure all new registrations are entered onto the Emis Web clinical system Update the database for all patient change of registration status as notified Ensure all transfers off registration database are actioned as and when applicable

Confidentiality:

Whilst 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

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

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 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 Undertaking periodic infection control training (minimum annually) 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues 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

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 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 recognize the importance of effective communication within the team and will strive to:

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

Contribution to the Implementation of Services:

The post-holder will:

Apply 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 Notes

This is not intended to be an exhaustive list of responsibilities, and it is expected that you will participate in a wide range of activities.

Person Specification

Qualifications

Essential

GCSE grade A to C in English and Maths

Desirable

NVQ in customer service

Experience

Essential

Experience working in a GP Practice or similar setting dealing with customers.

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