Job responsibilities
Working in a busy Practice puts a Medical Receptionist in a special position of trust and responsibility. You must provide a friendly, efficient and professional front-line service to patients, visitors and the primary health care team both in person and by telephone. As the main contact for the Practice, the professional image and impression you project and the environment you maintain is essential to providing a positive experience with the Surgery.
A Medical Receptionist must have an excellent telephone manner, customer care, be organised and able to work under pressure during busy and difficult times. It is important to be able to help patients access appropriate services and to manage various patient needs - no two days are the same.
The Practice utilises a variety of computer packages in the day-to-day running of the Practice and, whilst full training is provided, all members of staff are required to use these to support efficient systems and communication.
Location
The applicant will be working at Midway Surgery, 93 Watford Road, St Albans, Herts AL2 3JX and/or any other site within a reasonable geographical range that the Surgery may operate its services from in the future.
JOB RESPONSIBILITIES
Receive, assist and direct patients in accessing the appropriate service or healthcare professional within Practice protocols.
Ensure all communications are dealt with effectively and efficiently to include telephone calls, text messages, letters, prescription requests, faxes and any other means of communication.
Effectively utilise the Practice computer system including EMIS, Electronic Prescribing Service, electronic mail and intranet to support patient care and communication.
Deal with all general enquiries, explain procedures and make new and follow-up appointments in a polite and helpful manner.
Using Practice guidance and excellent communication skills ensure that patients access members of the clinical team within appropriate time frames organising appointments, telephone messages, home visits and any other means of communication. Ensure that the necessary information is received and recorded to provide safe patient care.
When necessary, contact patients via telephone, letters, text messages or other appropriate means.
Provide guidance on Practice services to new patients and those seeking temporary medical cover, and ensure procedures for looking after people from overseas are followed.
Ensure that all new patients are registered onto the computer system promptly and accurately.
Record requests for home visits taking all relevant details and, where necessary, refer to the Duty Doctor. Prepare daily home visit list for doctors.
Action prescription requests according to the Practice protocol.
Advise patients on private services available at the Practice and the relevant charges. Collect private fees, issue receipts and record as required.
Retrieve and accurately file medical records and correspondence ensuring they are kept in strict alphabetical order.
Respond to patient notes, ensuring correspondence, reports and results are dealt with appropriately.
Tidy and maintain the reception, waiting room, public areas and consulting rooms to provide a professional image and environment.
Open up premises at the start of the day when first to arrive, de-activate alarm, immediately check access to computer and make all necessary preparations to receive patients such as unlocking rooms, turning on waiting room equipment and computers, opening blinds, etc.
When last to leave at the end of the day, ensure that the building is totally secured, internal doors are locked, lights are off and the alarm activated.
Provide information to patients on the Practice Complaints Procedure when necessary and, if party to a complaint, assist in the investigation process carried out by the Practice Manager.
Provide training for other members of staff, medical students and any other visitors as appropriate to the post.
Undertake any other additional duties appropriate to the post as requested by the Partners or 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, both 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 recognise the importance of effective communication in the team and strive to:
Communicate effectively with colleagues, patients, carers and anyone else associated with the Practice.
Recognise peoples needs for alternative methods of communication and respond accordingly.
