Practice Receptionist

Job summary

We are looking for an experienced and enthusiastic Practice Receptionist to join our busy team here at the surgery.

Main duties of the job

The main duties of the role include:

To be the first point of contact for patients, contractors, and visitors as well as carrying out general office management tasks. To be responsible for the general reception duties within the Practice and provide a comprehensive high quality service - to deal efficiently and courteously with patient enquiries. To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. To 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.

About us

We are a friendly team of 80 staff (including 17 GP's) serving our population of 19,500 patients.

We work out of modern, purpose built premises and are committed to constant improvement throughout all areas of the practice work.

Job description

Job responsibilities

RECEPTION

Receiving patients, consulting with members of practice team Be able to cover all reception positions as necessary Taking messages and passing on information Processing personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Ensure that the telephone system is operational at the beginning of each day and switched over to night service and that the answer phone is correctly operational at the end of each day

GENERAL ADMINISTRATION

To have a thorough knowledge of all practice procedures Processing and distributing incoming and outgoing mail as appropriate Filing and retrieving paperwork/correspondence, including filing to patient records Computer data entry, processing and recording information in accordance with practice procedures Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning Cover sickness/annual leave and work reasonable overtime when required, including some weekends.

APPOINTMENT SYSTEM MANAGEMENT

Book/edit/cancel appointments and recalls ensuring sufficient information is recorded to retrieve the medical record Monitor effectiveness of the system and report any problems or variations required Deal with home visit requests, carefully noting all details Arrange transport to hospital appointments for housebound patients if appropriate Booking Interpreter services as appropriate

MEDICAL RECORDS MANAGEMENT

As far as it relates to paperwork that the Reception Team is handling:

Ensure correspondence, reports, results, etc, are filed in correct record Ensure that only accurate, complete and correct information is saved into the patients record

PREMISES

Maintain the security of the premises, keys, fobs, computers, other equipment and property. Ensure reception team members are trained as appropriate Ensuring the patient waiting areas are tidy and free from obstruction reporting any maintenance issues to the Caretaker immediately Ensuring patient information in the form of posters, leaflets, TV screen information is accurate and up to date reporting any issues immediately to the Patient Services Manager

CONSULTATION ROOM PREPARATIONS

Clearing and re-stocking of consulting rooms as required Consulting rooms prepared in readiness for each consulting session Ensuring rooms are checked at the end of each consulting session and left tidy and secure Person Specification

Qualifications

Essential

- GCSEs at Grade C or equivalent (or 4-9), including English and Maths

Desirable

- Training in administration / clerical duties at NVQ level or above - NVQ Level 2 / 3 in Customer Services or Health Care

Experience

Essential

- Experience working with the general public - Experience at dealing with complaints from customers/patients - Fully competent in use of IT - Awareness pf Data Protection Act and need for confidentiality of information - General Office Skills - Photocopying / scanning etc - Attention to detail, able to work accurately, identifying errors quickly and easily - Excellent verbal and written communication skills with team members, patients, carers, and other healthcare professionals, with the ability to adjust communication style - Committed to own continuing personal development and an ability to support others to develop and progress

Desirable

- Experience working in a healthcare setting - Experience of working in Primary Care - Has a planned and organised approach with an ability to prioritise their own workload to meet strict deadlines - Computer literate with an ability to use the clinical system (training available)

Personal Qualities

Essential

- Personable and Approachable - Uses own initiative - Self-Motivated and able to work with minimal direction - Ability to work effectively under pressure - Sensitive and empathetic - Hardworking and Reliable - Ability to work flexibly including weekends/ evenings when necessary

---