Job summary
- To ensure that all visitors and telephone callers to the practice are greeted
professionally.
- To ensure all telephone calls are managed appropriately.
- To manage the flow of patients arriving at the reception desk, for appointments,
prescriptions, or queries.
- To ensure the clinical staffs receive medical records as requested.
- To ensure that repeat prescriptions are generated accurately and efficiently,
within the 48 hours specified by the practice. Greeting and booking in or patients for surgeries and clinics.
- Dealing with patient enquiries efficiently and courteously.
- The receiving and recording of telephone messages taking appropriate action
- Making appointments on System One, by processing appointment requests for
today, future appointments from patients in person and on the telephone.
- Restoring the telephone service in the morning and checking for any messages.
Main duties of the job
- Multi-tasking
- Flexibility
- Telephone skills
- Customer service
- Time management
- Organization
- Attention to detail
- Word processing
- Professionalism
- Quality focus
About us
We have a vacancy for a Medical Receptionist/Admin, required
for 25hrs per week. We are a well-established GMS practice set in leafy Temple Fortune,
close to Hampstead Heath and Hampstead Garden Suburb. We deliver high-quality
care to our 8400 patients in a friendly and supportive environment and are
high QOF achievers. We have weekly Staff meetings to share knowledge
and keep up to date, with support for ongoing professional development.
The team consists of 2 Partners and 5 Salaried
GPs, 2 Nurses, 1 pharmacist and a supportive administration team led by an
experienced practice manager.
Job description
Job responsibilities
- Ensure
that all reception duties and tasks are carried out in an effective, efficient and professional manner in line with the practices guidelines,
procedures and protocols.
- Continuous
improvement and customer care principles should underpin each and every
decision made.
Reception duties:
- Deal
with all general enquiries efficiently and courteously and when necessary
in private, explain procedures and make new and follow-up appointments by
booking, canceling, and rearranging appointments
- Answering
phones in a timely manner
- Processing
telephone requests and in-person requests for appointments, visits, and telephone
consultations and ensuring callers are directed to the appropriate
healthcare professional.
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.
- 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 and Safety
- The
post-holder will assist in promoting and maintaining their own and others
health, safety and security as defined in the Practice Health and Safety
Policy, and the Practice Infection Control policy and published
procedures. This will include:
- Using
personal security systems within the workplace according to Practice
guidelines;
- 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.
- Actively
reporting of health and safety hazards and infection hazards immediately
when recognised.
- Keeping
own work areas and general / patient areas generally clean, assisting in
the maintenance of general standards of cleanliness consistent with the
scope of the job holders role
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;
- The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include.
- 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:
- 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
- Ensure
that all reception duties and tasks are carried out in an effective, efficient and professional manner in line with the practices guidelines,
procedures and protocols.
- Continuous
improvement and customer care principles should underpin each and every
decision made.
Reception duties:
- Deal
with all general enquiries efficiently and courteously and when necessary
in private, explain procedures and make new and follow-up appointments by
booking, canceling, and rearranging appointments
- Answering
phones in a timely manner
- Processing
telephone requests and in-person requests for appointments, visits, and telephone
consultations and ensuring callers are directed to the appropriate
healthcare professional.
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.
- 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 and Safety
- The
post-holder will assist in promoting and maintaining their own and others
health, safety and security as defined in the Practice Health and Safety
Policy, and the Practice Infection Control policy and published
procedures. This will include:
- Using
personal security systems within the workplace according to Practice
guidelines;
- 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.
- Actively
reporting of health and safety hazards and infection hazards immediately
when recognised.
- Keeping
own work areas and general / patient areas generally clean, assisting in
the maintenance of general standards of cleanliness consistent with the
scope of the job holders role
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;
- The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include.
- 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:
- 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
IT Skills
Essential
- Good Communication Skills
- Team Player
- Ability to provide quality care
- Good interpersonal and communication skills
- Customer service
- Confidentiality knowledge
- Organised
- Punctual
Desirable
- Basic IT skills
- Microsoft Office
- Outlook knowledge
- Dealing with emails
Person Specification
IT Skills
Essential
- Good Communication Skills
- Team Player
- Ability to provide quality care
- Good interpersonal and communication skills
- Customer service
- Confidentiality knowledge
- Organised
- Punctual
Desirable
- Basic IT skills
- Microsoft Office
- Outlook knowledge
- Dealing with emails
