Medical Receptionist / Administrator

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Medical Receptionist / Administrator

REPORTS TO: Practice Manager

HOURS: 25 hours per week

SALARY: £8.72 per hour

Main Purpose of Post:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors and professionals, either in person or via the telephone

Duties and Responsibilities of Post to include but are not limited to:

Administration

- To have a thorough knowledge of all Practice procedures.

- To work in accordance of written protocols

- Pulling/filing notes and update, or for information, as necessary

- Filing, record keeping and distribution of documents is undertaken accurately, efficiently and promptly.

- Photocopy as requested

- Setting out letters, new prescriptions and repeat prescriptions for checking by the doctor before collection.

- Receiving messages for doctors, nurses, primary and secondary health care workers and professionals.

Reception

- Receiving and directing patients, consulting with members of practice team.

- Answering general enquiries, explaining Practice procedures.

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

- Be able to cover all reception positions as necessary.

- Ensure that the surgery premises are kept clean and tidy.

- Receiving and recording requests for home visits.

Appointments

- Making new and follow up appointments and receiving requests for repeat prescriptions.

- Process appointment requests for today & future appointments from patients by telephone and in person.

- Deal with visits requests

Computer

- Registrations of new patients computer data entry and medical records

- Register Patient for Patient Access and promote this service.

- Process patients change of address computer data and medical records (have knowledge of practice area.)

- Process repeat prescription request in accordance with practice guidelines.

- Maintain computer records accurately as per Practice procedure.

- Scanning documents as per workflow process

Telephone

- Have working knowledge of the telephone system, during and after hours.

- Restoring telephone and computer services.

Other Tasks

- Ensure that an adequate supply of stationery is available in the consulting rooms and the reception area.

- Ensure building security have thorough knowledge of doors, windows, heating, ventilation and alarm systems.

- Provide drinks and refreshments for colleagues, all other professions and visitors as required.

- Any other tasks allocated by the manager are to be performed with accuracy and promptness.

Equality & Diversity

It is the responsibility of all employees to support Lane Ends vision of promoting a positive approach to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of Equality & Diversity Policy.

Confidentiality

You must not use such information for your own benefit nor disclose it to other persons without the consent of the practice and the party concerned unless required to do so by law. This applies both during and after the termination of your employment.

- 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.

- Any breach of confidentiality during employment may be regarded as serious misconduct and could lead to summary dismissal.

Appraisal

Lane Ends Surgery is committed to providing a high quality service through the effective management and development of its employees.

- Participation in an annual individual performance review/appraisal, including taking responsibility for maintaining a record of own personal and/or professional development

- Taking responsibility for own development, learning and performance.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

- Communicate effectively with other team members

- Communicate effectively with patients and carers

- Recognise peoples needs for alternative methods of communication and respond accordingly.

Safeguarding Children and Vulnerable Adults

Lane Ends Surgery is committed to safeguarding children, young people and vulnerable adults within its care. As an employee you are accountable to ensure that you know how to respond when you are concerned for the safety of a child, young person or vulnerable adult. The Surgery will support you in this process by providing training, support and advice. There is a safeguarding lead can be contacted for guidance. The Surgery works in partnership with key agencies to protect children, young people and vulnerable adults.

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, 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

Rehabilitation of Offenders Act 1974

This post is subject to an exception order under the provisions of the Rehabilitation of Offenders Act 1974. This stipulates that all previous convictions, including those that are spent must be declared. Previous convictions will not necessarily preclude an individual from employment but must be declared in writing at the appropriate stage during the recruitment process.

Data Protection

As your employer, the practice needs to keep information about you for purposes connected with your employment. The sort of information we will hold includes information for payroll purposes, references, contact names and addresses and records relating to your career with the surgery. These uses are covered by our notification with the Information Commissioners Office under the Data Protection Act 1998.

The information which we hold will be for our management and administrative use only but we may need to disclose some information we hold about you to relevant third parties (e.g. Inland Revenue).

Information Security

Under the provisions of the General Data Protection Regulations, it is the responsibility of each member of staff to ensure that all personal data relating to patients and members of staff, whether held in manual or electronic format, is kept secure at all times.

Computer passwords must not be shared either between systems or users.

The practice may monitor e-mail messages, any files stored on the networks or on equipment and usage of the Internet, NHS.net and computer systems, irrespective of whether these relate to the surgery or personal use.

Access and usage to practice computers must be in accordance with the surgery Policies.

Contribution to the Implementation of Services

The post-holder will:

- Apply practice policies, standards and guidance

- Discuss with other members of the team how the policies, standards and guidelines will affect own work

- Participate in audit where appropriate.

Smoke-free Policy

Lane Ends Surgery operates a Smoke-free policy. This means that smoking is not permitted anywhere within owned or leased premises, including within their grounds. In the interests of promoting responsible healthcare all staff are to refrain from smoking when off-site in uniform or wearing an identifying NHS badge in any public place.

The duties of the post will be reviewed regularly in conjunction with the post holder.

Qualifications

Essential

• - Good sound basic education
• - GCSE Maths or equivalent
• - GCSE English or equivalent

Desirable

• - Qualification in Reception or office work

Experience

Essential

• - Practical experience of working with others
• - Experience of using own initiative
• - Experience of using clinical systems

Desirable

• - Practical experience working as a GP receptionist

Knowledge and skills

Essential

• - Excellent communication skills (Written and Oral)
• - General office procedures
• - Customer Care skills

Desirable

• - A detailed understanding of a General Practice Office environment
• - Working knowledge of medical terminology
• - Able to deal with difficult people
• - An understanding of the Practice clinical system EMIS

Personal Qualities

Essential

• - Ability to work as part of an integrated multi-skilled team
• - Flexible, reliable and responsive to change
• - An understanding, acceptance and adherence to the need for strict confidentiality
• - Ability to use own judgement, resourcefulness and common sense
• - Ability to work under pressure

Mental and emotional effort

Essential

• - Concentration required daily, e.g. ability to deal with occasional exposure to distressing circumstances or emotional events
• - Ability to cope with occasional exposure to aggressive behaviour
• - Ability to work with competing priorities
• - Ability to deal tactfully and empathetically with distressed or anxious patients and carers

Communication and verbal skills

Essential

• - Ability to communicate effectively via telephone or group discussion
• - Good interpersonal skills
• - Proven customer care skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).