Job summary
We are a friendly, organised, supportive practice serving a diverse patient population of approx. 14500 patients.
We have an excellent clinical team of GPs and practice nurses, well supported by admin staff and the management team.
We are part of an active, forward-thinking local PCN group and work closely with our ARRS colleagues.
Main duties of the job
To handle enquiries from patients and other agencies efficiently and courteously and undertake filling, record keeping, distribution of documents and messages efficiently and promptly. To be responsible for the reception area and communal practice areas to be kept tidy.
The role involves some administrative duties, the use of a computer and keyboard skills along with the ability to organise and prioritise a varied workload as necessary.
About us
We are committed to a high standard of
patient-centred care, to supporting our staff and helping to train the
clinicians of the future.
We offer:
Free staff car
park
Support personal development opportunities
Good transport
links
Employment
assistance Program
NHS Pension
Job description
Job responsibilities
Reception Duties
Ensure efficiency of appointment system and monitor flow of patients into consulting and treatment rooms. Ensure that the Reception Team are aware of everyone in the waiting room and what they are waiting for. Ensure that the Patient self-arrival monitor is switched on and working
- Ensure that patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and those resident outside of the Practice area. Ensure procedures are completed
- Ensure that all relevant forms of registration, including the new patient questionnaire and other information as required by the Practice, NHS England and/or Wandsworth CCG (WCCG), are correctly filled in by the patient
- Ensure that all new patient registration information is processed on the computer system
- On a daily basis check the GP links and process all data relating to registration or removal of patients from the system
- Accept payment and issue receipts for any money taken at reception. Record on appropriate accounting system
- Respond to all queries and requests for assistance from patients and other visitors
- Ensure that patients needing an Interpreter are dealt with following the correct procedure as efficiently as possible
- Take requests for home visits and enter on to Emis Web following appropriate procedure
- Receiving and sorting incoming mail and distributing as appropriate
- Monitor practice email and action incoming emails in a timely manner
- Monitor and action tasks within Emis Web
- Ensure all clinical letters are scanned on to the relevant patient records. This includes paper letters, those sent via Emis Web, emailed to practice email
- Ensure that repeat prescriptions are actioned where possible within two working days
- Action requests for ambulance transportation and enter details patients medical record
- Ensure reception and waiting areas are kept neat and tidy
- If a patient has cause to complain, direct the patient appropriately following the procedures within the practice
- If a cleaner is absent Receptionists may have to do any essential domestic work as requested by the Practice Manager
- Ensure that all visitors (excluding patients and those attending for clinical appointments) have signed the visitors book and inform the person being visited of their arrival.
Operation of Telephone System
- Receive and make calls as required. Divert calls and take messages as appropriate
- Ensure that the system is operational at the beginning of each day and switched over to night service and answer phone operational at the end of each day
- Ensure calls are diverted to the answering service when closing for meetings/training.
- Ensure that the correct settings are in use for bank holidays
Start and end of day procedures
Open up premises at the start of the day and make all necessary preparation to receive patients
- Switch on media screen in waiting room and check that it is working correctly.
- Secure premises at the end of the day, ensure the building is totally secured, internal lights and heating/air-conditioning off
Practice Development
- To attend all Practice Meetings
- To assist in setting up a Procedures Manual for the Reception area, to involve all members of staff
- Participate with Audits in the Practice
- Assist with evaluation on patient services being offered
- Collect data and statistics as may be required
- Watch for and report to the Practice Manager matters affecting safety and security
Personal Development
- To attend suitable educational courses
- To attend training sessions held within the practice
Job description
Job responsibilities
Reception Duties
Ensure efficiency of appointment system and monitor flow of patients into consulting and treatment rooms. Ensure that the Reception Team are aware of everyone in the waiting room and what they are waiting for. Ensure that the Patient self-arrival monitor is switched on and working
- Ensure that patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and those resident outside of the Practice area. Ensure procedures are completed
- Ensure that all relevant forms of registration, including the new patient questionnaire and other information as required by the Practice, NHS England and/or Wandsworth CCG (WCCG), are correctly filled in by the patient
- Ensure that all new patient registration information is processed on the computer system
- On a daily basis check the GP links and process all data relating to registration or removal of patients from the system
- Accept payment and issue receipts for any money taken at reception. Record on appropriate accounting system
- Respond to all queries and requests for assistance from patients and other visitors
- Ensure that patients needing an Interpreter are dealt with following the correct procedure as efficiently as possible
- Take requests for home visits and enter on to Emis Web following appropriate procedure
- Receiving and sorting incoming mail and distributing as appropriate
- Monitor practice email and action incoming emails in a timely manner
- Monitor and action tasks within Emis Web
- Ensure all clinical letters are scanned on to the relevant patient records. This includes paper letters, those sent via Emis Web, emailed to practice email
- Ensure that repeat prescriptions are actioned where possible within two working days
- Action requests for ambulance transportation and enter details patients medical record
- Ensure reception and waiting areas are kept neat and tidy
- If a patient has cause to complain, direct the patient appropriately following the procedures within the practice
- If a cleaner is absent Receptionists may have to do any essential domestic work as requested by the Practice Manager
- Ensure that all visitors (excluding patients and those attending for clinical appointments) have signed the visitors book and inform the person being visited of their arrival.
Operation of Telephone System
- Receive and make calls as required. Divert calls and take messages as appropriate
- Ensure that the system is operational at the beginning of each day and switched over to night service and answer phone operational at the end of each day
- Ensure calls are diverted to the answering service when closing for meetings/training.
- Ensure that the correct settings are in use for bank holidays
Start and end of day procedures
Open up premises at the start of the day and make all necessary preparation to receive patients
- Switch on media screen in waiting room and check that it is working correctly.
- Secure premises at the end of the day, ensure the building is totally secured, internal lights and heating/air-conditioning off
Practice Development
- To attend all Practice Meetings
- To assist in setting up a Procedures Manual for the Reception area, to involve all members of staff
- Participate with Audits in the Practice
- Assist with evaluation on patient services being offered
- Collect data and statistics as may be required
- Watch for and report to the Practice Manager matters affecting safety and security
Personal Development
- To attend suitable educational courses
- To attend training sessions held within the practice
Person Specification
Qualifications
Essential
- Education to GCSE standard with at least 2 grade C's.
Experience
Essential
- Previous customer service experience
Desirable
- Working within in a GP Practice
Person Specification
Essential
- Good communication skills
- Keyboard skills
- Working with the public
- Ability to organise work and perform administrative tasks
- Ability to work as part of a team
- Ability to work in a sensitive, confidential and non-judgemental manner.
- Flexible approach to work
- Sense of humour
- Self motivated
Desirable
- NHS experience
- EMIS experience
- Flexibility to remain calm under pressure
Person Specification
Qualifications
Essential
- Education to GCSE standard with at least 2 grade C's.
Experience
Essential
- Previous customer service experience
Desirable
- Working within in a GP Practice
Person Specification
Essential
- Good communication skills
- Keyboard skills
- Working with the public
- Ability to organise work and perform administrative tasks
- Ability to work as part of a team
- Ability to work in a sensitive, confidential and non-judgemental manner.
- Flexible approach to work
- Sense of humour
- Self motivated
Desirable
- NHS experience
- EMIS experience
- Flexibility to remain calm under pressure