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Administrator- Reception Team
3 months ago
Job summary
Barnfield Hill Surgery inBarnfield Hill Surgery in the centre of Exeter, is looking to appoint anAdministrator to join our reception team for 25 hours per week working Monday 1-6, Wednesday - and Friday -
Our reception team is the beatingheart of the surgery, supporting patients to access care and enable our GP's tofocus on those who need them the most.
Working in the team no two daysare the same You will be the friendly face to meet and greet patients bothover the phone and in person, supporting them in accessing the rightservices.
Your focus will be on ensuringyou provide the highest professional service in an efficient and friendlymanner with appropriate signposting and advice. Our patients really value thereception team with 97% of our patients advising that our reception team arefriendly and efficient.
This is avaried role and you will be registering patients, managing medicaladministration such as results and request for x rays and prescriptions.Patients use our online contact options, using email and accurx to contact theteam for support.
Youwill need to have a confident telephone manner and desire to problem solve soall our patients feels heard when they reach out for support.
Main duties of the job
Assist and direct patients in accessing ahealthcare professional using sign posting to the most appropriate appointmentsusing in-house triage guidance.
Our reception team manage a full day or adminand telephone advice. They signpost patients who need urgent care, managegeneral enquiries, explain procedures and make new and follow-up appointments.
They are effective communicators with patients, members of the communityprimary care team, secondary care and other associated healthcare agencies.
Assist anddirect patients in accessing a healthcare professional using sign posting tothe most appropriate appointments using in-house triage guidance.
Deal with all general enquiries, explainprocedures and make new and follow-up appointments.
Receive requests for repeat prescriptions frompatients, pharmacy and care home staff, and process these in a timely andaccurate manner and distribute signed prescriptions on request
Dealing with prescription enquiries that othermembers of staff are unable to answer from patients and local pharmacists
Identifying and suggesting ways of how toimprove the repeat prescription
process.
Pathology; Follow up patients with abnormal testresults, as instructed by the GP.
About us
BarnfieldHill Surgery is a 8'500 patient practice based in the centre of Exeter. Thepractice has 4 GP teams who offer continuity of care for patients registered atthe practice.
We arecurrently a 2 partner practice with a diverse patient demographic and a strongdedicated team of GPs, nurses, Paramedic Practitioner, Physiotherapist,Pharmacists, Midwives and Practice admin staff based in the centre of practice has an excellent reputation for patientsatisfaction being rated as one of the best in the City.
As a teamwe have strong values and aspirations for patient care, and the ethos of thepractice is reflected in every decision we make.
We are amember of Exeter City PCN and work in partnership with local practices, incollaborative relationships across the network that engages patients and staffin exciting new ways of working whilst upholding the values of the practice toenhance patient care. This enables us to have a physiotherapy service, clinicalpharmacist, care co-ordinators supporting our LD and Cancer patients,with a large Mental Health and Wellbeing Team and a Womens Health Servicesupporting menopause in particular.
We prideourselves on being a practice where every team member is equally valued. Ourmanagement team strives to be supportive and promotes inclusivity, creating aplace where everyone has a voice.
Job description
Job responsibilities
To meet and greet patients over the telephone or in person.
Be an effective communicator with patients, members of the community primary care team, secondary care and other associated healthcare agencies.
Liaise with district nurses, midwives and other professionals within the community teams, on behalf of patients
Maximise and support the efficiency of the reception service provided to patients and any other visitors to the Practice
Play an active role in the co-ordination, and supporting patient surveys
Offer solutions and actively listen to patients to resolve issues.
Deal with complex and sensitive issues with compassion and care, adhering to any applicable Data Protection legislation.
Receive specimens for laboratory analysis from patients and advise patients of their test results on request
Arrange patient transport as directed
Be a customer service champion, supporting patients
Operations
Take telephone requests for appointments, visits and telephone consultations
Assist and direct patients in accessing a healthcare professional using sign posting to the most appropriate appointments using in-house triage guidance.
Deal with all general enquiries, explain procedures and make new and follow-up appointments.
Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.
Monitor flow of patients into consulting and treatment rooms
Maintain and monitor the practice appointments system, adding clinics and amending slots as directed
Collate patient data as directed
Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
Prescriptions
Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request
Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists
Identifying and suggesting ways of how to improve the repeat prescription
process.
Pathology; Follow up patients with abnormal test results, as instructed by the GP.
Patient Registrations
Adhere to Practice arrangements and formal requirements to register new patients and those seeking temporary cover and ensure procedures are completed.
Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
Support with deductions and ensure that patient records are collected in a timely manner
Online Services
Support patients in accessing online services for prescription requests and accessing medical records
Facilities
Keeping the reception area, notice-boards and leaflet dispensers tidy and free
from obstructions and clutter.
Keep the reception well-stocked with stationery and other supplies
Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff
Transfer telephones to and from the out of hours service as necessary
Maintain a thorough knowledge of all Practice procedures and work in
accordance of written protocols
Open and Close down procedures - ensure building security- have a thorough knowledge of doors/ windows/ alarm.
Other Tasks
Undertake a variety of tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required. Responding to alerts.
To maintain a thorough knowledge of all Practice procedures and work in
accordance of written protocols
Contribute to the development and improvement of services to patients
To assist your colleagues in learning new procedures and offering support across the team when required.
To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Practice Support Manager with induction and training.
Open, distribute and dispatch incoming mail to the relevant recipient
Accept and action messages for Clinicians using EMIS web task system as appropriate.
Advise patients of appropriate charges for private services, accept payment and issue receipts.
Confidentiality
The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and the business.The postholder will have access to confidential information relating to patients and their carers, practice staff, other healthcare workers and the business of the practice.
Any breach of confidentiality will be regarded as gross misconduct according to the Staff Handbook.
Person Specification
Essential Skills
Essential
Effective communication and interpersonal skills (Tasks and Oral) Good level of computer literacy Clear, polite telephone manner Strong Customer service skills Ability to deal with sensitive issues often within hostile or emotional situations Time Management and the ability to work to deadlines Ability to use own initiative and work under minimum supervision Confidence and ability to follow practice protocol in an emergency situation Able to work well as part of a team Flexible approach to work Evidence of problem solving and improving processes Sensitive to the needs of service users, their families and carers Recognise own development needs and identify how these may be met Confidence in ability to understand practice policy and protocols.
Desirable
Demonstrable experience of using Emis; ability to maintain the appointments system and make changes when appropriate.
Qualifications
Essential
Good standard of general education Or experience in similar role will be considered
Desirable
NVQII in Customer Care
Experience
Essential
Experience of working with the general public Good Keyboard skills Experience of working in a busy environment Understanding of different patients and carer groups and needs Awareness of the importance of safeguarding and procedures Be aware of confidentiality and data protection when handling sensitive information. Developing productive and effective relationships with all members of the healthcare team
Desirable
Experience of working in receptionist role within a General Practice environment Patient/customer service related training/ previous role Up-to date knowledge of services and health resources in the local area Knowledge of the Data Protection Act and how this is applied in practice