Medical Receptionist/Admin Assistant

Job description

Job responsibilities

Job summary:

The purpose of the role is to:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide 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

Offer 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

Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice administration 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 senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

Premises:

Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

Maintaining and monitoring the practice appointments system

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

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

Using 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.

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

Enter patient information on to the computer as required.

Patient notes and correspondence:

Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.

Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible.

Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.

Ensure that all new patients are registered onto the computer system promptly and accurately

Undertake any other additional duties appropriate to the post as requested by the partners, the practice manager or senior receptionist.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.

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

Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail

Taking messages and passing on information

Filing and retrieving paperwork

Processing repeat prescriptions in accordance with practice guidelines

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning

Dealing and facilitate the clinical waste collections.

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

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, the practice health & safety manual, 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, free from hazards

Actively reporting 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

Undertaking periodic infection control training (minimum annually)

Reporting potential risks identified

Demonstrate due regard for safeguarding and promoting the welfare of children.

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 that 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, with 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

Contribution to the implementation of services:

The post-holder will:

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

This job description covers the main duties the post holder is expected to undertake. These duties may be revised periodically in consultation with the post holder and according to the work needs.

Person Specification

Experience

Essential

• General office skills, photocopier, scanning, shredding
• Attention to detail, able to work accurately, identifying errors quickly and easily
• Excellent verbal and written communication skills with team members, patients, carers, and other healthcare professionals, with the ability to adjust communication style
• Committed to own continuing personal development and an ability to support others to develop and progress

Desirable

• Awareness of Data Protection Act and need for confidentiality of Information
• Excellent understanding of data protection and confidentiality issues
• Experience of working in a medical or primary care setting
• Computer literate with an ability to use the required GP clinical systems
• Has a planned and organised approach with an ability to prioritise their own workload to meet strict deadlines

Qualifications

Essential

• GCSEs at grade C or equivalent (or 4-9), including English and Maths

Desirable

• GCSEs at grade C or equivalent (or 4-9), including English and Maths
• Training in administration/clerical duties at NVQ level or above
• NVQ Level 2/3 in Customer Services or Health Care or related discipline

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

ACE Medical Partnership

Address

Druids Health Surgery

27 Pound Road

Birmingham

B14 5SB

Employer's website

http://www.acemedicalpartnership.co.uk/ (Opens in a new tab)