Receptionist

Job description

Job responsibilities

Main purpose of job

To effectively respond to customer/patient enquiries received within the Practice. To undertake such follow up work as required on behalf of the customer/patient by procedure or instruction to ensure a satisfactory conclusion.

To assist the clinical team with basic Heath Care duties.

RESPONSIBILITIES AND PERSONAL DUTIES

To receive and resolve all enquiries and complaints, to a satisfactory conclusion, either face to face or by telephone, within the Practice.

Promote and deliver the highest standards of customer care.

Offer detailed and comprehensive advice on a range of services delivered by the Practice.

Ensure all work is carried out in accordance with agreed time scales/procedures and those dictated by legislation.

Ensure all necessary action is taken to deliver and administer services efficiently and effectively.

Assist in the preparation of records and statistics as required

Arranging online access for patients

To maintain all notice boards

To help patients with check-in (using check-in screen)

Answer calls and responds appropriately, which also includes giving your name and using the corporate greeting.

Use various computer software packages to log, monitor and produce work for management.

To take a flexible approach to duties and assist in covering all aspects of work throughout the Practice as required.

Promote and implement the Practices Equalities and Diversity Policies

Liaise with all relevant sections in the Practice and external agencies as required.

Take responsibility for own learning and development to ensure that an effective value added personal contribution to the Practices objectives is maintained continuously. Participate actively in all processes linked to the Performance Evaluation Scheme and Appraisals.

Comply with Health & Safety policies and practices, ensuring that safe working practices are adhered to.

Assist in carrying out the Practices environmental policy within the day to day activities of the post.

Carry out other duties as required within the scope of the post (Interpretation, Chaperoning etc..)

On occasions work in other areas of the Practice as required

Carry out the duties of the post with an understanding of and commitment to customer care and the Practices customer care policies.

Process the contents of the Red and Blue bags

Undertake Cytology and other Audits

Process Insurance related work.

Repeat Prescribing as per Practice Protocol

Returning patient records to filing system

Assisting in tracing missing records.

Maintaining medical records in chronological order.

Restoring telephone services/setting up answer phone.

Answering telephone, logging messages and answering patient queries as far as possible so as to relieve Doctor/Practice Nurse of unnecessary disturbance.

Diverting telephone calls via surgery switchboard.

Arranging patient appointments using SystmOne ( Clinical computerised system).

Telephoning hospital laboratories or Consultants' secretaries as requested by Doctor/Managers.

Arranging patient transport to hospital.

Sorting mail, opening Doctor's mail except private/confidential and distributing.

Retrieval of on-line mail as necessary.

Scanning in of clinical post to the Clinical System.

Word processing of clinical correspondence.

Read-Coding of clinical correspondence as directed.

Monitor and maintain childhood immunisations

Sending out appointments as required.

Record requests for home visits.

Ensuring all hospital forms are in adequate supply/stamped in Consulting and treatment rooms.

Checking stores and maintaining adequate stock levels of forms and stores.

Tidying and restocking Consultation rooms at end of surgery.

Attend all meetings and Training as required and take minutes of meetings

Filing correspondence

Photocopying records for solicitors

Maintaining a clean, tidy and safe working environment.

Any other work given by the managers/clinical staff

Person Specification

Qualifications

Essential

• At least GCSE or equivalent.

Desirable

• Qualifications
• Further education or vocational training
• NVQ in Administration

Experience

Essential

• Previous administration experience in a similar setting and ideally general practice.
• Experienced in providing information and advice to patients/relatives.
• The ability to exercise judgement when dealing with patient enquiries /problems.
• Excellent Computer Skills.

Desirable

• Experience gained in a healthcare environment.
• Knowledge of databases.
• Customer Service Training or formal reception training
• Knowledge of the SystmOne clinical system or another similar system.

Skills and Knowledge

Essential

• The ability to manage own workload and act independently.
• Excellent communication and interpersonal skills.
• High degree of accuracy with regard to patient correspondence and filing.
• The ability to assist with training and development of new members of the administration team.
• Sensitivity and empathy with people from different backgrounds.
• Good standard of literacy and numeracy.
• Ability to work without close supervision.
• The ability to work to a professional standard

Other Factors

Essential

• Ability to provide guidance and mentoring to other staff.
• Ability to influence others to follow a particular action/policy/procedure.
• Able to provide advice and information in a polite and courteous manner.
• Ability to complete tasks to deadlines and to a specified standard.
• Ability to be flexible in approach to work.
• Fit to undertake the role.
• Good personal presentation.
• Ability to work in a team.

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.

Employer details

Employer name

Waterside Medical Centre

Address

Tyler Road

Southall

Middlesex

UB2 4XQ

Employer's website

https://www.watersidemedical.co.uk/ (Opens in a new tab)