Job summary
We are looking for a medical receptionist to join our hard working and dynamic team. We are looking for an enthusiastic, motivated and outgoing person to join us for 25 hours per week.
The successful candidates will demonstrate excellent communicate skills across multiple methods of communication, be able to work under pressure, be flexible, reliable and empathetic to our service users needs and ideally have previous NHS experience (but not essential as full training will be given).
Due to the changing nature of general practice, it is important that all members of staff are prepared to take on additional duties (or relinquish existing duties) to maintain the smooth running of the practice. Duties may therefore be subject to variation but will only be made after consultation with the post holder.
Main duties of the job
The job will involve:
Making appointments for doctors, nurses and other healthcare professionals using the practices clinical software system and in conjunction with practice protocols.Processing messages for doctors, nurses and the wider primary healthcare care team Dealing with enquiries from patients and callers, referring on to the appropriate member of the practice team when necessary Recognising peoples need for alternative methods of communication and respond accordingly Actioning requests for ambulance and hospital car transport Retrieve and file manual patient records where necessary Processing monies received by patients for non-GMS services, i.e. private letters Log onto the practice generic emails and action these as required Processing tasks sent by GPs/Nurses this may include contacting patients if an appointment to see the doctor is on the task. Processing all paperwork in the GP dropbox, pass acute prescriptions to the prescribing clerks etc Assisting all visiting locum GPs as necessary, specifically ensuring that the consultation rooms/computers are ready for use To ensure that patient records are kept up to date Ensure that the reception and administration area is adequately secure.
About us
Oaks Healthcare is a large GP practice situated in Waterlooville.
We have over 16,000 patients, with 9 GPs ands 4 ANPs as well as other clinical staff.
Job description
Job responsibilities
Work flexibly to ensure the continued efficient running of the administrative office and the wider practice.
To act as a first point of contact for patients and visitors to the practice.
To provide a high level of customer care to patients and all visitors to the practice.
To ensure that patient confidentiality is observed and maintained at all times.
To carry out reception duties as directed to include:
- Make appointments for doctors, nurses and other healthcare professionals using the practices clinical software system and in conjunction with practice protocols
- Process messages for doctors, nurses and the wider primary health care team
- Deal with enquiries from patients and callers, referring on to the appropriate member of the practice team when necessary
- Recognise peoples need for alternative methods of communication and respond accordingly
- Action requests for ambulance and hospital car transport
- Retrieve and file manual patient records where necessary
- Process monies received by patients for non-GMS services. (Private letters, holiday cancellation forms etc)
- Log on to the practice generic emails print all appropriate discharge summaries/OOH.
- Process tasks sent by GPs, nurses. Contact patients if an appointment to see the doctor is on the task sending letters or MJOG messages if unable to contact via phone.
- Process all paperwork in the GP drop box, pass acute prescriptions to prescribing clerks, email physio forms to appropriate dept, file completed prescriptions in collection boxes on reception, put any post into the post tray.
- Give general advice to patients where specifically requested by the partners and in line with written protocols.
- Assist all visiting locum GPs as necessary, specifically ensuring that the consulting rooms/computers are ready for use
- To ensure that patient records are kept up to date
- Ensure that the reception and administration area is adequately secured at the end of the working day. Turn off the check in screen and the call screen.
- To make and serve refreshments, keeping the kitchen to a reasonable standard of cleanliness
General
- Attend regular staff meetings
- Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Contribute to the effectiveness of the team and make suggestions on ways to improve and enhance the teams performance
- Ensure compliance with the requirements of the Data Protection Act 2018 and Caldicott principles at all times
- Ensure awareness of the requirements of the Care Quality Commission essential standards for primary care
- Participate in the practices staff appraisal scheme and take responsibility for own development, learning and performance
- Attend any internal or external training events which are deemed to be appropriate to the job role
- Assist the practice as necessary to achieve corporate objectives
- Assist in promoting and maintaining their own and others health, safety and security as defined in the practice policies on Health & Safety and Security
Communication
- The post-holder should recognise the importance of effective communication within the team and strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples need for alternative methods of communication and respond accordingly.
Job description
Job responsibilities
Work flexibly to ensure the continued efficient running of the administrative office and the wider practice.
To act as a first point of contact for patients and visitors to the practice.
To provide a high level of customer care to patients and all visitors to the practice.
To ensure that patient confidentiality is observed and maintained at all times.
To carry out reception duties as directed to include:
- Make appointments for doctors, nurses and other healthcare professionals using the practices clinical software system and in conjunction with practice protocols
- Process messages for doctors, nurses and the wider primary health care team
- Deal with enquiries from patients and callers, referring on to the appropriate member of the practice team when necessary
- Recognise peoples need for alternative methods of communication and respond accordingly
- Action requests for ambulance and hospital car transport
- Retrieve and file manual patient records where necessary
- Process monies received by patients for non-GMS services. (Private letters, holiday cancellation forms etc)
- Log on to the practice generic emails print all appropriate discharge summaries/OOH.
- Process tasks sent by GPs, nurses. Contact patients if an appointment to see the doctor is on the task sending letters or MJOG messages if unable to contact via phone.
- Process all paperwork in the GP drop box, pass acute prescriptions to prescribing clerks, email physio forms to appropriate dept, file completed prescriptions in collection boxes on reception, put any post into the post tray.
- Give general advice to patients where specifically requested by the partners and in line with written protocols.
- Assist all visiting locum GPs as necessary, specifically ensuring that the consulting rooms/computers are ready for use
- To ensure that patient records are kept up to date
- Ensure that the reception and administration area is adequately secured at the end of the working day. Turn off the check in screen and the call screen.
- To make and serve refreshments, keeping the kitchen to a reasonable standard of cleanliness
General
- Attend regular staff meetings
- Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Contribute to the effectiveness of the team and make suggestions on ways to improve and enhance the teams performance
- Ensure compliance with the requirements of the Data Protection Act 2018 and Caldicott principles at all times
- Ensure awareness of the requirements of the Care Quality Commission essential standards for primary care
- Participate in the practices staff appraisal scheme and take responsibility for own development, learning and performance
- Attend any internal or external training events which are deemed to be appropriate to the job role
- Assist the practice as necessary to achieve corporate objectives
- Assist in promoting and maintaining their own and others health, safety and security as defined in the practice policies on Health & Safety and Security
Communication
- The post-holder should recognise the importance of effective communication within the team and strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples need for alternative methods of communication and respond accordingly.
Person Specification
Skills
Essential
- Excellent communication skills, both written and verbal.
- Sound IT and keyboard skills.
- The ability to follow procedures and work to deadlines.
- Ability to handle situations of potential conflict.
- Interpersonal skills.
- Problem solving skills.
Experience
Essential
- At least two year's experience of working in a public reception environment dealing with public/patients face-to-face and/or on the telephone.
- Practical experience of working within a multi disciplinary team.
- Practical experience of computerised recording systems.
Desirable
- Experience of working within primary care.
Other
Essential
- Flexibility of working / able to work at desired times.
Desirable
- An understanding of the Quality and Outcomes Framework.
- Some knowledge of the EMIS Web clinical system.
Qualifications
Essential
- Good standard of general education.
- Standard grade Mathematics or equivalent.
- Standard grade English or equivalent.
Desirable
- Qualifications in customer service.
Qualities and Attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality.
- A tolerant, patient and empathetic attitude.
- Ability to use own judgement, resourcefulness and common sense.
- A commitment to team working.
- Flexible approach to working.
- Enthusiasm and positive attitude.
- Able to work under pressure.
- Able to work in a changing environment.
- Ability to use own initiative.
- Commitment to personal development.
Person Specification
Skills
Essential
- Excellent communication skills, both written and verbal.
- Sound IT and keyboard skills.
- The ability to follow procedures and work to deadlines.
- Ability to handle situations of potential conflict.
- Interpersonal skills.
- Problem solving skills.
Experience
Essential
- At least two year's experience of working in a public reception environment dealing with public/patients face-to-face and/or on the telephone.
- Practical experience of working within a multi disciplinary team.
- Practical experience of computerised recording systems.
Desirable
- Experience of working within primary care.
Other
Essential
- Flexibility of working / able to work at desired times.
Desirable
- An understanding of the Quality and Outcomes Framework.
- Some knowledge of the EMIS Web clinical system.
Qualifications
Essential
- Good standard of general education.
- Standard grade Mathematics or equivalent.
- Standard grade English or equivalent.
Desirable
- Qualifications in customer service.
Qualities and Attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality.
- A tolerant, patient and empathetic attitude.
- Ability to use own judgement, resourcefulness and common sense.
- A commitment to team working.
- Flexible approach to working.
- Enthusiasm and positive attitude.
- Able to work under pressure.
- Able to work in a changing environment.
- Ability to use own initiative.
- Commitment to personal development.
