Job responsibilities
Job Title: Deputy Senior Medical Receptionist
HR Line Management & Operational Supervision: Patient Services Manager
Salary Range: TBC
Contract Type: Permanent
Working Hours: Part Time flexible (30 hours per week). The hours will be scheduled on a monthly basis, between the hours of 7.15am & 8.30pm (Monday-Friday) .The post holder may be required to work occasionally on a Saturday morning or during evening surgery. The post holder will be required to cover for other members of the Reception Management Team as necessary in times of high workload, holidays or sickness.
Location: The post holder will be required to work at any of the Practice premises. This currently includes Rosebank Surgery, Severnvale Surgery, Bartongate Surgery & Kingsway Health Centre (referred to in this document as the surgery) and may include other sites in the future.
Job Summary: The post holder will be expected to represent the practice on the telephone & face-to-face with patients, presenting a calm, friendly and professional image.
They will assist the Reception Management Team with the organisation & management of day-to-day delivery of patient services at the Practice. They will be responsible for assisting in the implementation of agreed Practice policies & for ensuring quality and efficiency of the services we offer. The post holder will support the Reception Management Team by keeping patient medical records and other administration records in good order; keeping and recording messages accurately and efficiently. They will assist other members of the Primary Healthcare Team as necessary, & ensure that the Practice operates professionally & efficiently, by carrying out day-to-day administrative & data input functions as necessary.
The Post Holder will not be solely responsible for all elements of this job description at all times; the detailed allocation of tasks will be agreed with the Patient Services Manager.
This is a developing role within the Practice & the post holder will be expected to be flexible & meet the changing needs of the Practice. This job description is an outline only & may be amended from time to time following discussion, & with the agreement of the post holder.
Management of patient services Front Desk
- Asist the reception management team with the day to day management of patient services at the surgery including resolving problems as they occur.
- Respond to requests from clinicians for support and assistance.
- Welcome patients that come into the surgery to consult with members of the Primary Health Care Team.
- Provide a professional & efficient service to patients and always be mindful of the physical and mental state of those patients.
- Resolve problems resulting from patients arriving late or at the wrong location.
- Book, cancel & amend appointments using the Practice computer appointment system in accordance with Practice protocols
- Cover all other reception duties, following training, as necessary.
- Undertake other relevant duties commensurate with the post.
Management of patient services - Phones
- Have a clear understanding of telephone and security systems, daytime and out of hours.
- Monitor and address the call waiting times for patients phoning the surgery. This includes answering calls at busy times.
- Manage calls booked on the manager call back line on a rota system.
- Manage requests for home visits in collaboration with the Patient Service Manager and Senior Medical Receptionists.
- Respond to calls from patients in a supportive and professional manner
- Ensure all calls are answered as quickly as possible
- Follow practice protocols regarding phone manner and direct patients to the most appropriate source of help using the A to Z.
- Transfer calls to the relevant members of the practice team
- Deal with appointment requests, give test results and handle prescription queries over the phone
Management of patient services - Patient Registration
- Monitor the registration of new patients &requests for online access to patient services. Ensure patients are registered in a reasonable time scale.
- Explain practice registration arrangements & requirements to new patients & temporary residents.
- Process the registration of new patients in accordance with Practice protocols.
- Process changes of address & name onto the patients paper and electronic records in accordance with Practice protocols.
- Assist patients to register for access to online services.
Management of patient services - Prescriptions
- Monitor the handling of repeat prescription requests by Medical Receptionists & escalate concerns to the Senior Receptionists and Patient Services Manager.
- In accordance with Practice protocols, process requests for repeat & acute prescriptions.
- File prescriptions that have been signed by the clinical staff
- Locate prescriptions ready for patients to collect.
- Resolve problems when prescriptions are not ready for a patient to collect as expected.
Management of patient services - Data Input
- Accurately input data into Practice computer system and patients electronic record. This may include coding of clinical information, such as diagnosis and diagnostic test results in accordance with Practice protocols.
- Ensure paper medical records are maintained in good order and accurately filed.
- Provide data and information to Primary Health Care Team members and others as directed.
- Report incidents of inaccuracy or incorrect data input to the Patient Services Manager.
Management of patient services - Administration
- Contact patients at the request of clinicians to book appointments following tests and other investigations.
- Contact hospitals and other service providers regarding patients as requested by clinicians.
- Contact patients at the request of clinicians to inform them of their test results as directed by clinicians.
- Accurately file paper based records as directed.
- Receive and distribute internal and external mail and documentation.
- Receive and distribute surgery supplies as necessary.
- Clear, tidy and restock (non-clinical items) in consultation rooms following morning and afternoon surgeries.
- Set up consultation rooms and patient areas at the start of the day and close up at the end of the day.
Workload planning and quality monitoring
- The post holder will be supervised on a daily basis by the Patient Services Manager but is expected to be self-motivated and use their own initiative within procedural guidelines.
- Prioritise own workload and requests for support to make the most effective use of resources available.
- Co-ordinate activities in the reception and call handling area to ensure the timely completion of tasks, scanning workflow, registrations, & queries.
- Ensure Practice policies are followed by the reception team and accurate records are kept with particular reference to: appointments, messages, visits, mail, patient registration, repeat prescriptions, filing systems, births and deaths.
Staff Management
- Liaise with the Patient Services Manager to identify when management cover may be needed at any of the surgeries.
- Check duty rotas for the Senior Medical Receptionists.
- Attend meetings with the surgery reception team on a regular basis. The post holder will help prepare agendas and distribute minutes/action points from these meetings.
- Regularly assist with monitoring the skills mix and deployment of staff within the reception team.
- Organise and deliver training identified by Senior Medical Receptionists from staff personal development objectives and Practice requirements.
- Assist the Senior Medical Receptionists with training and ensure that all reception staff are adequately trained to fulfil their role and that their continuing development is achieved.
Premises and Finances
- Ensure reception, call handling and waiting areas are kept neat and tidy.
- Ensure notice boards reflect well on the Practice & are up-to-date.
- Liaise with local pharmacy managers regarding any issues arising.
- Liaise with the cleaning company regarding any problems.
- Implement Practice policies and procedures regarding health and safety in reception and waiting areas.
Complaint and problem resolution
- Deal with situations that members of the reception team feel unable to resolve themselves.
- Assess the need for prescriptions to be reprinted, reserved appointments to be given to patients and for staff to act outside normal guidelines as required.
- Ensure all staff know how to respond to a complaint.
- Seek to resolve complaints at source to prevent them becoming formal complaints.
- When a complaint impacts on the reception area, deal with such complaints in accordance with Practice Complaints Procedure and evaluate suggestions.
- Investigate complaints at the request of the Patient Services Manager.
Personal Development
- Following adequate notice, undertake appropriate training whenever reasonably possible. Such training may be provided internally or externally.
- Take part in Protected Learning Time and other training deemed necessary by the Practice. Such events that maybe held internally or externally. If these are not scheduled within normal working hours the Post Holder will be paid for the additional hours worked.
- All employees have a responsibility to participate in regular appraisal (at least annual) with their line manager and to identify performance standards for the post.
- As part of the appraisal process employees have a joint responsibility with their line manager to identify any learning development needs in order to meet the agreed performance standards.
Confidentiality
- Maintain patient and Practice confidentiality at all times
- Enter into a Confidentiality Agreement with the Practice which will continue after employment ceases.
Working Safely
Carry out all duties in accordance with guidelines, protocols and policies.
