Job summary
An opportunity has arisen for a care co -ordinator / medical receptionist
to join our friendly team for 17 hours a week. Applicants should be approachable,
friendly and able to demonstrate excellent communication and telephone skills.
You will be challenged on a daily basis so will need to remain
calm and professional in difficult situations. You will be committed delivering
excellent customer service, have an understanding and sensitive nature to all
our patients requirements. Duties will include dealing with the public on
arrival at our main reception desk including reception desk duties, answering
the telephone and dealing with general queries including checking of patients
results, booking appointments, repeat prescribing, arranging home visits and telephone
consultations, data entry, filing, photocopying duties, etc.
Previous experience of working in general practice is desirable
although full training will be given.
You will possess excellent verbal and written communication skills, excellent
customer service skills and be IT literate. You should have the ability to
record and relay information accurately and confidentially.
The successful candidate will have a fixed shift pattern working Wednesday 8am - 1pm, Thursday 1pm - 7pm, Friday 1pm - 6.30pm and 1 in 4 Saturdays 1pm - 5pm; however applicants should also be flexible to cover sickness, holidays and Extended Access, Monday to Friday, 8am to 8pm and Saturdays 9am to 5pm.
Main duties of the job
Main duties are to greet both patients and other colleagues to the building and ensure the phone is answered promptly. To communicate with the practice staff to ensure the smooth running of the Practice and to maintain a good standard of service.
Telephone Duties: Ensure Phone is answered promptly and politely including:
- Making appointments
- Prescription requests
- Giving out results
- General enquiries
- Contacting other providers
General Reception Duties:
- Greeting and directing patients and visitors to the building
- Registering new patients
- Making appointments
- Responding to the needs of Clinical staff
- Infection Prevention & Control awareness (dealing with incoming samples)
- Fire Warden Duties as and when necessary
- Dealing with cash payments from patients
- Inputting and extracting information from our computer Emis
- General housekeeping of reception and waiting area
- Ensuring incoming post is dealt with
- Open and lock the building as necessary
Prescriptions:
- Dealing with requests and enquires for repeat and acute prescriptions
About us
Pelham Medical is a welcoming practice in the centre of
Grimsby aiming to provide high quality care in a supportive environment.
This is a busy practice serving a large and varied
population therefore can be extremely challenging. Applicants should be
approachable, friendly and able to demonstrate excellent communication and
telephone skills.
We require an individual who is an excellent team player,
have a proactive attitude, hardworking and motivated and with a personality
that will complement the current team.
We strive to provide a family friendly workplace and aim to
be flexible in this regard while also maintaining effective services. We
recognise for our employees this is important to be able to more easily balance
family and work life.
Appointment to any position is conditional on satisfactory
registration, license and qualification checks, and that any information
disclosed on the application form will be checked.
Pelham Medical Group is based in the town centre of
Grimsby. We employ experienced and respected GP's whose specialties
cover; Diabetes, Substance Misuse, Paediatrics, Womens Health, Micro-suction
and Musculoskeletal. Our practices have CQC ratings of "Good"
in all areas.
Job description
Job responsibilities
PRINCIPAL
ACCOUNTABILITIES:
To deliver an efficient, care co-ordinator / medical reception role directing patients to the most appropriate person or service and also to provide a high level of customer
care and general advisory service to the practice population as per rota
requirements ensuring flexibility at
all times.
To work with the
practice team towards the future development of the practice whilst at all
times working within the spirit of the governing rules and regulations
adopted by primary care and promoting an excellent standard of customer care
at all times.
KEY
WORKING RELATIONSHIPS:
Practice Manager,
Assistant Practice Manager, GPs and all other clinical staff and attached staff,
administration & reception teams.
SPECIALIST RESPONSIBILITIES
-
To
provide a high level of customer care at all times to our patients and
visitors to the practice.
-
Maintain
effective communication with clinical staff on a day to day basis.
-
To
provide a combined front reception desk / telephone acre co-ordinator role to the
practice to include face to face and over the telephone interactions, offering
patient choice at all times.
-
To
have a full knowledge of the protocols and processes in place for the role.
-
To
have a full knowledge of the practice complaints processes, PALS, patient
fees, practice boundary and various other practice related information to
ensure provision of a general advisory service to our patients and visitors.
MAIN
TASKS
FRONT DESK RECEPTION DUTIES:
- Meet
and greet patients upon arrival including visitors to the practice providing
relevant assistance to their reason for attending.
- Promoting
a high standard of customer care at all times promoting a positive image of
yourself and the practice.
- Booking
appointments for patients presenting at the front reception desk for all
clinics and services using EMIS Web clinical system ensuring sufficient information is recorded
and appointment record cards are given to patients.
- Deal
with all patient and visitor enquiries in a polite and efficient manner.
- Signposting
our patients and visitors to relevant information and services available.
- Ensuring
adherence to information governance standards at all times including correct
checking of patient details when entering patient records and full knowledge
of information governance & information security policies and protocols.
- Prepare repeat prescription requests
in accordance with practice policy when patients requests at the front
reception desk, via email or using online services.
- Provide a prescription collection
point service to patients and chemists etc.
- Provide a high level of communication
at all times with patients, visitors, clinical and other practice staff, and
using tasks and screen messages appropriately.
- Complete start and end of day
procedures to open premises activate/deactivate the alarm and make all
necessary preparations to receive patients and secure the building at the end
of the day.
- Maintain up-to-date and compliant
medical records adhering to our paperless system, noting births/deaths,
change of name/address etc.
- Register new patients and arrange new
patient health checks.
- Promote the use of the automated
arrival machine to our patients educating them in its use
as and when required to do so.
- Complete filing duties and other reception/administration
duties as routinely necessary relevant to the front reception area.
- Ensure reception and waiting area are
kept neat and tidy and free from hazards.
- Receive and pass on messages, and act
on patient instructions efficiently, accurately and appropriately.
- Maintain
stocks of Practice Leaflets and other patient related materials at all times.
- Receiving
and recording patient samples for testing.
- Receipt
of payment for private services for patients, issuing receipts and following
petty cash protocols.
- Receiving
and distributing incoming mail etc.
- Completion
of new patient registrations using EMIS Web and co-ordination of new patient
registration forms.
- Promoting
a high standard of customer care at all times promoting a positive image of
yourself and the practice.
- Deal
with all patient and other administrative enquiries in a polite and efficient
manner, following customer service protocols at all times.
- Deal
with telephone queries in an efficient manner, following customer service
protocols at all times.
- Co-ordinate
general reception & administrative tasks on a daily basis ensuring daily
tasks are allocated and completed before the end of your shift.
- Keep
practice notice boards and displays up to date at all times preparing and
displaying relevant patient related and health promotion information.
- Maintain
up to date and compliant medical records adhering to our paperless system
noting births/deaths, change of addresses etc.
- Provide
a high level of communication at all times with patients, visitors, clinical
and other practice staff, using tasks, e-mails and screen messages
appropriately.
- Maintain
a clear desk policy and shred all confidential papers no longer required.
- Action
QoF pop-ups and Summary Care Record PDS/spine differences.
- Any
other duties as deemed necessary by your Line Manager.
COMMUNICATION
- Communicate
effectively with the whole practice team, patients, visitors and attached
staff.
- Receive
and pass on messages using appropriate methods such as e-mail, tasks, screen
messaging and other written methods & processes in place.
- Listen
to patients and staff and deliver solutions appropriate to their needs.
- Communicate
any problems with the appropriate person immediately.
- Report
problems with the IT systems to your Line Manager.
- Report
any problems with your workload to your Line Manager.
- Communicate
to our patients and visitors following our customer service standards and
protocols at all times.
CLINICAL
- This
post is reception/administrative, there will be no clinical duties or skills
required.
- However,
it is imperative that you continuously develop your understanding of the
clinical systems used by the practice to ensure efficiency and accuracy.
TEAM WORK
- Work
as part of a team to ensure that the main priorities of the business are
fulfilled with due care and concern on a daily basis -these tasks must be
worked in priority order.
- Contribute to the management and continuous
improvement of service delivery and overall team performance.
- Act
as a role-model and promote team work.
- Establish and maintain the trust of staff, line
manager, colleagues and other agencies.
- Identify and minimise interpersonal conflict.
- Contribute to the development and implementation of
policies, practice quality standards, and
procedures and guidelines that are team specific.
- Achieve consistency in standards of your role at all
times.
- Ensures adherence to policies and procedures.
- Adherence
to the quality & performance requirements as defined for your role at all
times.
To
have a full knowledge of and work towards at all times the practice Codes of
Conduct.
LEADERSHIP
In general no leadership will be required however you
may be required to assist in overseeing the work of a trainee/apprentice/work
experience placements and delegate tasks in accordance with any
training/mentorship plans in place and ability.
To provide coaching and mentoring as and when required
to do so for any trainees/apprentices/work experience placements.
TRAINING
- Required
to undertake training specific to the role and maintain up to date skills.
- Provide
training in specific tasks to identified members of staff.
- Undertake
mandatory training as directed by the Practice.
- Required
to attend protected time sessions as directed by the Partners or members of
the Practice management team.
GENERAL
Other work and general duties as
delegated within the overall remit of the post.
This job description reflects the
current main organisational priorities for the post.
In the context of change taking place
within the NHS, these priorities will develop and change in consultation with
the post holder in line with service business needs and priorities.
You are required to be flexible in
your working hours during periods of holidays, sickness and other absences in
order to meet the needs of the Practice.
Job description
Job responsibilities
PRINCIPAL
ACCOUNTABILITIES:
To deliver an efficient, care co-ordinator / medical reception role directing patients to the most appropriate person or service and also to provide a high level of customer
care and general advisory service to the practice population as per rota
requirements ensuring flexibility at
all times.
To work with the
practice team towards the future development of the practice whilst at all
times working within the spirit of the governing rules and regulations
adopted by primary care and promoting an excellent standard of customer care
at all times.
KEY
WORKING RELATIONSHIPS:
Practice Manager,
Assistant Practice Manager, GPs and all other clinical staff and attached staff,
administration & reception teams.
SPECIALIST RESPONSIBILITIES
-
To
provide a high level of customer care at all times to our patients and
visitors to the practice.
-
Maintain
effective communication with clinical staff on a day to day basis.
-
To
provide a combined front reception desk / telephone acre co-ordinator role to the
practice to include face to face and over the telephone interactions, offering
patient choice at all times.
-
To
have a full knowledge of the protocols and processes in place for the role.
-
To
have a full knowledge of the practice complaints processes, PALS, patient
fees, practice boundary and various other practice related information to
ensure provision of a general advisory service to our patients and visitors.
MAIN
TASKS
FRONT DESK RECEPTION DUTIES:
- Meet
and greet patients upon arrival including visitors to the practice providing
relevant assistance to their reason for attending.
- Promoting
a high standard of customer care at all times promoting a positive image of
yourself and the practice.
- Booking
appointments for patients presenting at the front reception desk for all
clinics and services using EMIS Web clinical system ensuring sufficient information is recorded
and appointment record cards are given to patients.
- Deal
with all patient and visitor enquiries in a polite and efficient manner.
- Signposting
our patients and visitors to relevant information and services available.
- Ensuring
adherence to information governance standards at all times including correct
checking of patient details when entering patient records and full knowledge
of information governance & information security policies and protocols.
- Prepare repeat prescription requests
in accordance with practice policy when patients requests at the front
reception desk, via email or using online services.
- Provide a prescription collection
point service to patients and chemists etc.
- Provide a high level of communication
at all times with patients, visitors, clinical and other practice staff, and
using tasks and screen messages appropriately.
- Complete start and end of day
procedures to open premises activate/deactivate the alarm and make all
necessary preparations to receive patients and secure the building at the end
of the day.
- Maintain up-to-date and compliant
medical records adhering to our paperless system, noting births/deaths,
change of name/address etc.
- Register new patients and arrange new
patient health checks.
- Promote the use of the automated
arrival machine to our patients educating them in its use
as and when required to do so.
- Complete filing duties and other reception/administration
duties as routinely necessary relevant to the front reception area.
- Ensure reception and waiting area are
kept neat and tidy and free from hazards.
- Receive and pass on messages, and act
on patient instructions efficiently, accurately and appropriately.
- Maintain
stocks of Practice Leaflets and other patient related materials at all times.
- Receiving
and recording patient samples for testing.
- Receipt
of payment for private services for patients, issuing receipts and following
petty cash protocols.
- Receiving
and distributing incoming mail etc.
- Completion
of new patient registrations using EMIS Web and co-ordination of new patient
registration forms.
- Promoting
a high standard of customer care at all times promoting a positive image of
yourself and the practice.
- Deal
with all patient and other administrative enquiries in a polite and efficient
manner, following customer service protocols at all times.
- Deal
with telephone queries in an efficient manner, following customer service
protocols at all times.
- Co-ordinate
general reception & administrative tasks on a daily basis ensuring daily
tasks are allocated and completed before the end of your shift.
- Keep
practice notice boards and displays up to date at all times preparing and
displaying relevant patient related and health promotion information.
- Maintain
up to date and compliant medical records adhering to our paperless system
noting births/deaths, change of addresses etc.
- Provide
a high level of communication at all times with patients, visitors, clinical
and other practice staff, using tasks, e-mails and screen messages
appropriately.
- Maintain
a clear desk policy and shred all confidential papers no longer required.
- Action
QoF pop-ups and Summary Care Record PDS/spine differences.
- Any
other duties as deemed necessary by your Line Manager.
COMMUNICATION
- Communicate
effectively with the whole practice team, patients, visitors and attached
staff.
- Receive
and pass on messages using appropriate methods such as e-mail, tasks, screen
messaging and other written methods & processes in place.
- Listen
to patients and staff and deliver solutions appropriate to their needs.
- Communicate
any problems with the appropriate person immediately.
- Report
problems with the IT systems to your Line Manager.
- Report
any problems with your workload to your Line Manager.
- Communicate
to our patients and visitors following our customer service standards and
protocols at all times.
CLINICAL
- This
post is reception/administrative, there will be no clinical duties or skills
required.
- However,
it is imperative that you continuously develop your understanding of the
clinical systems used by the practice to ensure efficiency and accuracy.
TEAM WORK
- Work
as part of a team to ensure that the main priorities of the business are
fulfilled with due care and concern on a daily basis -these tasks must be
worked in priority order.
- Contribute to the management and continuous
improvement of service delivery and overall team performance.
- Act
as a role-model and promote team work.
- Establish and maintain the trust of staff, line
manager, colleagues and other agencies.
- Identify and minimise interpersonal conflict.
- Contribute to the development and implementation of
policies, practice quality standards, and
procedures and guidelines that are team specific.
- Achieve consistency in standards of your role at all
times.
- Ensures adherence to policies and procedures.
- Adherence
to the quality & performance requirements as defined for your role at all
times.
To
have a full knowledge of and work towards at all times the practice Codes of
Conduct.
LEADERSHIP
In general no leadership will be required however you
may be required to assist in overseeing the work of a trainee/apprentice/work
experience placements and delegate tasks in accordance with any
training/mentorship plans in place and ability.
To provide coaching and mentoring as and when required
to do so for any trainees/apprentices/work experience placements.
TRAINING
- Required
to undertake training specific to the role and maintain up to date skills.
- Provide
training in specific tasks to identified members of staff.
- Undertake
mandatory training as directed by the Practice.
- Required
to attend protected time sessions as directed by the Partners or members of
the Practice management team.
GENERAL
Other work and general duties as
delegated within the overall remit of the post.
This job description reflects the
current main organisational priorities for the post.
In the context of change taking place
within the NHS, these priorities will develop and change in consultation with
the post holder in line with service business needs and priorities.
You are required to be flexible in
your working hours during periods of holidays, sickness and other absences in
order to meet the needs of the Practice.
Person Specification
Qualifications
Essential
- GCSE English Grade C / 4 or above
- GCSE Math Grade C / 4 or above
Desirable
- IT qualification / GCSE
- Knowledge / completion of Mandatory Training for Healthcare
Personal Qualities, Skills & Abilities
Essential
- Accurate inputting of information
- To be able to work independently, and as part of a team.
- Recognise when to seek advice from others
- To be able to work within different teams and environments
- To manage time effectively
- Be capable of working to deadlines
- To integrate well as part of a team
- To aspire to provide high standards
- Enthusiasm to develop the role and continuously learn.
- Accepting of others must be a team player and non-judgmental in a diverse environment
Desirable
- Strong communication skills
- Ability to learn effectively/quickly
- Good organisational skills
- Conscientious
Experience
Essential
- Worked within a team.
- Customer Service experience
- Good standard of education possesses good computing skills and the ability to use Microsoft Word and e-mail
Desirable
- Previous receptionist and/or administrative experience
- Experience of working within Primary Care
- Knowledge of and experience of using Emis Web clinical system
Person Specification
Qualifications
Essential
- GCSE English Grade C / 4 or above
- GCSE Math Grade C / 4 or above
Desirable
- IT qualification / GCSE
- Knowledge / completion of Mandatory Training for Healthcare
Personal Qualities, Skills & Abilities
Essential
- Accurate inputting of information
- To be able to work independently, and as part of a team.
- Recognise when to seek advice from others
- To be able to work within different teams and environments
- To manage time effectively
- Be capable of working to deadlines
- To integrate well as part of a team
- To aspire to provide high standards
- Enthusiasm to develop the role and continuously learn.
- Accepting of others must be a team player and non-judgmental in a diverse environment
Desirable
- Strong communication skills
- Ability to learn effectively/quickly
- Good organisational skills
- Conscientious
Experience
Essential
- Worked within a team.
- Customer Service experience
- Good standard of education possesses good computing skills and the ability to use Microsoft Word and e-mail
Desirable
- Previous receptionist and/or administrative experience
- Experience of working within Primary Care
- Knowledge of and experience of using Emis Web clinical system
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.
