Medical Receptionist

Job description

Job responsibilities

Job Purpose To be the first point of contact at the Surgery for patients, providing an excellent standard of effective communication between patients, doctors and surgery staff and for the delivery of the required patient services. Specific Responsibilities Reception Duties Ensure all patients are treated with dignity and respect, ensuring appropriate telephone and face-to-face manner is used with patients and callers thus promoting a pleasant and positive image of the Practice. Operate the appointment system effectively, monitor flow of patients into consulting rooms and ensure patients who require urgent consultation are seen in a logical and non-disruptive manner. Respond to all queries and requests for assistance from patients and other visitors. Enter requests for home visits into the visit screen stating time received referring to GP where necessary. Follow procedures; explain registration arrangements to new patients ensuring relevant forms are completed correctly. Advise patients of relevant charges for private services, accept payments and issue receipts. Ensure waiting area kept neat and tidy. Instigate necessary action to resolve any issues with the telephone or appointment systems immediately. Ensure all records; electronic or paper are kept up to date, maintained and filed correctly. Cover all reception duties as required or delegated to you by the Management Team. Scan all appropriate correspondence as directed. Be responsible for ensuring all communications and instructions are disseminated correctly and timely within the team. Be part of the reception team cover for all absences (holidays, known absences and sickness). Work unsupervised and on own initiative, assisting in other tasks such as completing all relevant paperwork or recording. Attending meetings and training events as required. To keep up to date with mandatory learning and follow reception protocols and guidelines. Quality Standards Be fully aware of and monitor outcomes of workload within the Reception area, ensuring high level of quality of service delivered. Have a full understanding of the telephone and appointments systems both during and out of surgery hours. Be fully conversant with Practice Policies and Protocols. Participate in Practice meetings, giving feedback or contributing to systems or plans aimed to improve patient experience. Be aware of and meet the requirements of the GMS Contract and QOF related tasks. Customer Service Provide advice and support to patients and public who contact the Practice, updating Practice Management team of any important issues whenever necessary. Deal with challenging telephone and face-to-face conversations in an emphatic manner. Liaise with other organisations and clinicians in a professional manner and maintaining the image of the Practice at all times. Information Handle patient and Practice sensitive information in strict confidence, ensuring any information for shredding is disposed of correctly. Ensure data handling collation and storage is undertaken in line with statutory and Practice guidance, Data Protection Act, Caldicott Guardian and Freedom of Information.

Person Specification

Qualifications

Essential

• Good standard of general education
• GCSE Grade C Mathematics or equivalent
• GCSE Grade C English or equivalent

Experience

Essential

• Experience of working within a team
• Experience of using own initiative
• Experience of customer service
• Good communication skills (written and oral)
• IT and keyboard skills
• The ability to follow procedures and work to deadlines
• Ability to handle situations of potential conflict
• Excellent Interpersonal skills
• Planning and organising
• Performing under pressure
• Adaptability to change
• Team working
• Self-motivated
• Flexibility
• Confidentiality
• Awareness of potential conflicts of interest

Desirable

• Experience of working with a General Practice Reception environment
• Experience of computerised recording systems
• Problem solving
• An understanding of a General Practice Reception environment

Employer details

Employer name

Cam & Uley Family Practice

Address

Fairmead

Cam

Gloucestershire

GL11 5NE

Employer's website

https://cam-and-uley.nhs.uk (Opens in a new tab)