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Medical Receptionist

2 months ago

Crawley, United Kingdom Bridge Medical Centre Full time

Job summary

Job Summary

Part time 25 Hour per week

Within our busy medical practice receive, assist and direct patients and other visitors in a professional,courteous and efficient manner. As a frontline member of staff, the post holder will direct patients and visitorsenquiries to the most appropriate service or healthcare professional. Alsoassist in the administrative work of the practice.

Main duties of the job

Make and receive telephone calls. Manage incoming emails and online requests. Handling of prescriptions within 48 hour time frame. Assisting patients with ad hoc queries over phone and face to face. Booking of appointments. To keep current with mandatory online learning.

About us

Bridge Medical Centre is a busy doctors' surgery in Three Bridges. It has a friendly atmosphere, providing a wide range of patient services. Patient care is supported by general practitioners, paramedic practitioners, clinical pharmacists, advanced care practitioners, physician associates, advanced care nurses and health care assistants. In addition the practice has a team of social prescribers and care coordinators who are able to assist in the patient journey.

The practice is forward thinking and embarking on the introduction of a number of technology based systems to assist in improving patient access and the daily administrative burden.

Job description

Job responsibilities

Job Responsibilities:

1. Reception

Receiving and directing patients on arrival at the reception area, ensuring their requirements are met professionally and efficiently.

Provide help to patients and visitors with general enquiries explain surgery procedures, appointment system, hand out patient information / practice leaflet as appropriate, register new patients.

To advise patients on approximate waiting times and any unexpected delays

Receive, record and direct accurate messages when appropriate and pass them onto other members of the team using emails or SystmOne.

Handing completed repeat prescriptions to patient and checking names and address.

To advise patients of relevant charges for private fees and take in fees from patients where applicable and issue receipts.

Deal with petty cash payments.

To assist in booking patient transport requests.

Liaise with other healthcare professionals as required.

At the start of the day, make necessary preparations to receive patients

At the end of the day ensure the reception area is tidy and ready for use by staff the next day.

Deal with paperwork received whilst on reception duty, ensuring no patient information is left.

2. Telephone

Receive and make telephone calls as required which will include making appointments, giving test results, booking ambulances, home visit requests, dealing with general enquiries and complaints. Divert calls and take messages as appropriate. Answer telephone promptly in a polite and professional manner and manage calls appropriately. Have working knowledge of telephone system, during and after hours.

3. Appointments

Process appointment requests for today and future appointments from patients by telephone and in person. Deal with home visits requests and action visits carried out that day.

4. Administration

To register new and temporary patients in the practice area and inform patients of the practice facilities. Register patients on the clinical system ensuring all details are recorded accurately. To check and accurately update patients addresses and telephone numbers and other contact information on the clinical system. Participate in covering the prescription process, dealing with patient enquiries and printing prescriptions following agreed protocols. To generate prescriptions as required Coding, summarising and scanning of correspondence Complete tasks sent via the clinical system (SystmOne) Photocopy as requested. Ensure working area is tidy, risk free and patient confidentiality is maintained at all times. Photocopying of medical records as required.

5. General Tasks

To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible Preparing/restocking consulting rooms for next day surgeries. Clear rooms after surgeries and tidy the waiting room. Ensure building security have thorough knowledge of doors/windows/alarm. Ensuring petty cash and private fees cash boxes are locked away overnight.

Attend Practice meetings when scheduled.

To across cover other teams when necessary, especially the clinical administration team.

To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or practice manager.

6. 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.

7. Health & Safety

Practice staff will comply with all policies in relation to Health and Safety and ensure they complete any mandatory training as advised by the practice manager. Maintain an up to date knowledge of health and safety and infection control statutory and practice guidelines. 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 Reporting potential risks identified Equality and Diversity Practice staff will support the equality, diversity and rights of patients, carers and colleagues, to include:

o 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

o Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

o Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

8. 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

9. Quality

Practice staff 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

10. Communication

Practice staff 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

11. Information Governance

Practice staff must keep up to date with the requirements of information governance and must follow practice policies and procedures to ensure information is dealt with legally, securely, efficiently and effectively. Staff must appropriately manage the records they create or hold during the course of their employment with the practice, making the records available for sharing in a controlled manner, subject to the statutory requirements and agreed security and confidentiality policies, procedures and guidelines ( Freedom of Information Act 2000, Caldicott guidelines). If you are required to make entries into health records, you must ensure these entries are legible and attributable, and that record keeping is contemporaneous.

Person Specification

Qualifications

Essential

Educated to a good level, to include English GCSE C grade or above.

Experience

Essential

Experience in a busy customer services related environment. Ability to deal with high patient expectations. Good telephone manner.

Desirable

Experience with TPP SystmOne clinical system or similar. Experience of working in a busy general practice.