Job summary
Burnt Ash Surgery are looking for a Receptionist/Administor to join our friendly Reception Team. Currently the practice is going through a merger with 'Downham Family Medical Practice' to join the practices together to work more collaboratively across two sites, applicants will be expected to be adaptable to work across both sites.
The position is for 25 hours per week. This is based on a 08.00 am start and the afternoon shift is a 6.30pm finish. This can vary from week to week, depending on the needs of cover during sickness and annual leave. Flexibility is essential.
Saturday mornings are part of our extended access service and are covered on a rotational basis.
Main duties of the job
Duties include:
Covering reception desk, answering telephone calls and general administration such as filing, scanning, preparing prescriptions and liaising with other health care providers in a professional manner. The duties are variable, depending on what is required on the day.
There are many opportunities to expand the role as you go forward.
Candidates must have strong communication skills, be friendly, reliable and willing to learn.
Duties vary from day to day and the applicant must have the ability to prioritise workload.
Applicants must have the ability to work within a team, have experience working within a GP Practice. Emis knowledge preferable and basic IT skills.
About us
Burnt Ash Surgery is located within a Health Centre in Lee, SE12. The practice has a growing list size of 6,200 patients.
Downham Family Medical Practice is based in Downham Leisure Centre with a similar 6,200 patient list.
Job description
Job responsibilities
General
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
- To have a thorough knowledge of all Practice procedures.
- To work in accordance with written protocols
- To develop a good understanding of the clinical software system (Emisweb)
- Open all incoming post, date stamp and distribute according to practice procedures.
- Ensure all out-going post is stamped and sent out in a timely fashion.
- Separate all internal post and ensure this is passed on appropriately to the specified courier service.
Reception
- Receiving patients consulting with members of practice team
- Dealing with patient enquiries and make new and follow-up appointments
- Answer telephone and manage or re-direct
- Take requests for home visits and action according to Practice Policy.
- Ensure all home visits have been appropriately accepted and actioned
- Pass on test results to patients, where appropriate, and record actions on computer
- Deal with incoming and outgoing mail and distribute as appropriate.
- Book interpreter service where necessary.
- Make appointments for medical examinations and extract notes for completion of Medical Reports.
- Advise patients of relevant charges for private (Non general medical services) services.
Computer
- Ensure all query prescriptions are dealt with according to practice guidelines and requests are tracked and dealt with within 48 hours.
- Scan documents directly into the patients electronic records, on a daily basis, and direct to clinicians equally.
- Deal with all workflow requests as requested by clinicians.
- File medical records as required. Repair medical record envelopes when necessary, including splitting of medical records.
- Pull medical records for patients that are leaving the Practice for return to the responsible service.
- Liaise with clinical software company regarding any system problems.
Telephone
- Answer both external and internal telephone calls and re-direct or deal with as necessary.
- Ensure telephone message is up to date and is timed appropriately.
Confidentiality:
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.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
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.
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.
Job description
Job responsibilities
General
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
- To have a thorough knowledge of all Practice procedures.
- To work in accordance with written protocols
- To develop a good understanding of the clinical software system (Emisweb)
- Open all incoming post, date stamp and distribute according to practice procedures.
- Ensure all out-going post is stamped and sent out in a timely fashion.
- Separate all internal post and ensure this is passed on appropriately to the specified courier service.
Reception
- Receiving patients consulting with members of practice team
- Dealing with patient enquiries and make new and follow-up appointments
- Answer telephone and manage or re-direct
- Take requests for home visits and action according to Practice Policy.
- Ensure all home visits have been appropriately accepted and actioned
- Pass on test results to patients, where appropriate, and record actions on computer
- Deal with incoming and outgoing mail and distribute as appropriate.
- Book interpreter service where necessary.
- Make appointments for medical examinations and extract notes for completion of Medical Reports.
- Advise patients of relevant charges for private (Non general medical services) services.
Computer
- Ensure all query prescriptions are dealt with according to practice guidelines and requests are tracked and dealt with within 48 hours.
- Scan documents directly into the patients electronic records, on a daily basis, and direct to clinicians equally.
- Deal with all workflow requests as requested by clinicians.
- File medical records as required. Repair medical record envelopes when necessary, including splitting of medical records.
- Pull medical records for patients that are leaving the Practice for return to the responsible service.
- Liaise with clinical software company regarding any system problems.
Telephone
- Answer both external and internal telephone calls and re-direct or deal with as necessary.
- Ensure telephone message is up to date and is timed appropriately.
Confidentiality:
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.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
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.
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.
Person Specification
Qualifications
Essential
- Basic IT skills with experience of working with Microsoft Outlook and Microsoft Word
Desirable
Experience
Essential
- Previous experience in dealing with the public
- Excellent interpersonal and communication skills
Desirable
- Previous work experience in General Practice
Qualities and Attributes
Essential
- Ability to remain calm under pressure
- Ability to organise and prioritise workload
- Ability to use own judgement and initiative when dealing with queries
- Excellent telephone manner and good verbal communications
- Ability to work independently but also able to work well as a team member
- Also to have flexibility
Desirable
- Willingness to learn new skills and excellent communication skills.
Person Specification
Qualifications
Essential
- Basic IT skills with experience of working with Microsoft Outlook and Microsoft Word
Desirable
Experience
Essential
- Previous experience in dealing with the public
- Excellent interpersonal and communication skills
Desirable
- Previous work experience in General Practice
Qualities and Attributes
Essential
- Ability to remain calm under pressure
- Ability to organise and prioritise workload
- Ability to use own judgement and initiative when dealing with queries
- Excellent telephone manner and good verbal communications
- Ability to work independently but also able to work well as a team member
- Also to have flexibility
Desirable
- Willingness to learn new skills and excellent communication 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.