Medical Receptionist

Job responsibilities

JOB SUMMARY

• The post holder will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way whilst maintaining patient confidentiality. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

1. SCOPE AND PURPOSE OF THE ROLE

• To deliver a high standard of general assistance to the Practice Team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

2. JOB DIMENSIONS

• To manage own workload in general practice responding to patient and practice need and ensuring patient choice and ease of access to services.
• Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team.

3. ORGANISATIONAL CHART

Partners

4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

See person specification

5. PRIMARY DUTIES & AREAS OF RESPONSIBILITY

The duties and responsibilities to be undertaken by members of the practice reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving practice workload and staffing levels:

RECEPTION ROLE:

The post-holder will:

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure registration procedures are completed promptly and accurately on the computer and manually.

• Be able to provide cover for all reception positions as necessary.

• Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.

Respond to requests for information in a polite and efficient manner.

• Initiate contact with and respond to requests from patients, other team members and associated healthcare agencies and providers.

Provide cover for members of the reception team during periods of sickness and annual leave.

• Receive incoming and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

• Action acute and repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours (two working days), either on the computer or manually. Ensuring accuracy of detail and that the patient is informed of prescription policy.

• Hand completed prescriptions to the patient checking names and address.

• Maintain the computer clinical system in an accurate and secure manner.

• Keep the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

APPOINTMENTS:

The post-holder will:

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

• Deal with all general enquiries, explain procedures and make new and follow-up appointments.

• Use your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

• Enter requests for home visits onto the computer, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor

ADMINISTRATION ROLE:

The post-holder will:

• Have a thorough knowledge of all Practice procedures and work in accordance to written protocols.

Establish and maintain filing and administrative systems so that written or computer information is easily accessible and secure.

Enter patient information on to the computer as required.

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

Retrieve and re-file patient records and correspondence as required ensuring strict alphabetical order is adhered to.

Assist with the gathering of statistics and information when required.

Demonstrate knowledge of operation of modern office equipment.

• Make and serve refreshments when required ensure the staff area is kept clean and tidy.

At the start of the day when first to arrive, make all necessary preparations to receive patients.

When last to leave at the end of the day, ensure that the reception area is totally secured, computers logged off.

• Undertake any other additional duties appropriate to the post as requested by the Partners or Management.

PROFESSIONAL ROLE:

The post-holder will:

• Participate in continuing professional development opportunities to ensure that up-to-date evidence-based knowledge and competence in all aspects of the role is maintained.

• Develop and maintain a Personal Development Plan.

• Participate in any training programme implemented by the practice as part of this employment.

• Ensure all mandatory training is completed on an annual basis including; safeguarding, confidentiality, Equality + Diversity etc.

• Participate in annual appraisal reviews.

• Record accurate data in patients records in accordance with Practice policy and guidelines.

• Work collaboratively with colleagues within and external to the practice.

• Pro-actively promote the role of the Receptionist within the Practice, and externally to key stakeholders and agencies

• Encourage and develop teamwork within the practice.

• Participate in practice meetings and practice management meetings, reporting progress as required. The only reason for not attending will be annual, study or sick leave.

• Participate in audits and inspections as appropriate.

6. HEALTH AND SAFETY/RISK MANAGEMENT

The post-holder must comply at all times with the Practices Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the organisations Incident Reporting System.

The post-holder will comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).

7. EQUALITY AND DIVERSITY

The post-holder must co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

8. RESPECT FOR PATIENT CONFIDENTIALITY

The post-holder should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

9. COMMUNICATION & WORKING RELATIONSHIPS

• The post-holder will establish and maintain effective communication pathways with the following :

Internal

Managers

GPs both within the practice and the CCG as a whole

Practice Nurses

All Nursing Staff

All Practice Staff

External

Integrated Nursing Team

Referral Management Team

Choose & Book Team

Secondary Care Secretaries

Midwives

Health Visitors

EU Federation

Any other outside agency deemed appropriate

10. REHABILITATION OF OFFENDERS ACT 1994 (optional)

Because of the nature of the work, this post is exempt from the provisions of Section 4(2) of the Rehabilitation of Offenders Act 1994 (Exceptions) Order 1995. Applicants for posts are not entitled to withhold information about convictions which for other purposes are spent under the provisions of the Act and in the event of employment any failure to disclose such convictions could result in disciplinary action or dismissal by the Practice. Any information given will be completely confidential and will be considered only in relation to an applicant of a position to which the order applies

Qualifications

Essential

• A good standard of education
• Computer Literate

Desirable

• Recognised typing qualification or equivalent (e.g. RSA)
• ECDL or equivalent
• AMSPAR Medical Receptionist

Experience

Essential

• Evidence of working as part of a team
• Understanding and knowledge of basic IT packages
• Ability to learn and apply policies and procedures
• Understanding of equal opportunity and diversity issues

Desirable

• Working clerical experience
• Working Medical Receptionist experience
• Experience of use of a medical software package
• E-mail and internet use
• Medical terminology

Skills

Essential

• General computer skills
• Pleasant, helpful and effective telephone manner
• Excellent interpersonal, verbal and written communication skills
• Time management and ability to prioritise workload
• Ability to work unsupervised and as part of a team
• Awareness and maintenance of confidentiality
• Professional approach to appearance and conduct
• Enthusiastic
• Motivated
• Ability to work flexible hours when required

Desirable

• Sickness level below 5%
• Ability to maintain records and files
• Ability to operate modern office equipment

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).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).