Job summary
Invicta Health CIC is recruiting for a part time receptionist to join the team.
This is a part time position, working 31.5 hours per week.
The successful applicant will be expected to work across our three sites at Martello Surgery, Church Lane and Orchard House.
Closing Date: 1 July 2024
We reserve the right to close this vacancy early if we receive sufficient applications for the role.
Main duties of the job
As an
Administrative Receptionist, you will provide an important role in supporting
the practice team with the day-to-day running of the practice by undertaking a
variety of general and clinical administration duties. You will act as the
first point of contact for patients contacting the practice, and work
effectively to receive, assist, and direct them in accessing the appropriate
healthcare professional or service in a courteous manner ensuring
confidentiality. You will provide a welcoming, friendly, and positive image to
patients and visitors either in person, via email or via the telephone,
portraying the practice in the highest possible professional basis.
About us
Invicta Health is a non-profit company, with a passion for primary care. We have a wide range of services such as hub-based GPs services, GP surgeries, services in Urgent Care Centres and A&E, a Community Primary Care mental health service, GP staff training service and the list is growing all the time.
We are formed by a federation of General Practitioners working in Canterbury and South Kent Coast areas of East Kent. Our aim is to provide local, high quality services for local people by collaborating with other established organisations in the health and social care community.
What perks can we offer you?
- NHS Pension
- Learning and Development opportunities
- Progression opportunities
- Competitive annual leave entitlement
- Incremental pay progression
- Flexible working
- Approved blue light card provider
- Salary Sacrifice Schemes
- Company Car Lease Scheme
- Employee Assistance Programme
Job description
Job responsibilities
Front
Desk
- Tend to the front desk ensuring to greet patients and visitors on their
arrival to the practice in a welcoming manner.
- Ensure all patients and visitors to the practice are signed in and
directed to the relevant waiting area.
- Inform the relevant host for example, the GP, Nurse or Practice Manager
of any patients or visitors arrival.
- Accept payments and issue receipts for non-NHS services.
- Book ambulances/appropriate transport for patients according to
protocols.
- Assist patients with requests for Blood Forms, Urine Forms and Xray
forms, printing where necessary.
- Keep the reception area, noticeboards, and leaflet dispensers clean, tidy
and free from obstructions and clutter.
- Support in ensuring the reception area remains a calm environment for
all. Politely and safely addressing any disruptive behaviours, escalating to
management where appropriate.
Registrations and Appointments
- Process registrations both regular and temporary in the absence of the Registration
Clerk ensuring complete information and appropriate ID.
- Assess and analyse patient needs to ensure an appointment is required and
if so, booked with the correct and appropriate healthcare professional.
- Book, amend and cancel general (GP/Nurse), clinic (Flu), QOF, special allocation
services (SAS) and third party (Physio) patient appointments in line with
practice appointment procedures, ensuring coding is completed where necessary
and optimum efficiency of the appointment system.
- Monitor the incoming E-Consult messages booking an appropriate
appointment or directing to the most appropriate department.
- Monitor the 111 clinical screen and directing as appropriate
- Ensure that patients without appointments but who need 'urgent
consultations are booked into appropriate slots and referred to a GP where
necessary.
- Receive and accurately record requests for home visits, assessing urgency
in accordance with the Practices protocols.
- Once trained, chaperone patients to their GP
appointment as and when requested.
- Arrange security for Special Allocation Service (SAS) appointments where
necessary.
Prescriptions and Certificates
- Receive and process prescription requests in the absence of the
Prescription Clerk accurately and in accordance with practice guidelines
- Raise any prescription queries with the Prescription Clerk and/or
Clinical Lead including status check of whether it has been issued and where it
is.
- Processing and handling of Cremation Forms and Death Certificates,
informing required departments and accurately documenting details of passing.
Advice and guidance
- Provide advice (non-medical) and contact
details of third-party services to patients as required. For example,
suggesting a patient contact the Urgent Mental Health Team.
- Respond to and/or redirect all general
enquiries, explaining procedures where necessary and processing paperwork where
required.
- Action EMIS tasks and DOCMAN workflow in a
timely manner
Communication
- Answer incoming telephone calls in a timely and professional manner,
ensuring calls are documented and actioned and/or redirected as appropriate.
- Communicate with GPs, Nurses, and the
Clinical Team as necessary including passing information across to be
processed, chasing documentation, results, and appointment information.
- Communicate in writing (letters and
electronically) and verbally with a wide range of providers and users of
services, including patients, carers; voluntary; social; primary and secondary
care providers.
- Liaising with GP/Clinicians, forwarding
concerns, chasing for samples, letters, prescriptions and other paperwork
- Monitor the reception email account and action
any requests needed, raising any urgent enquiries to your line manager where
relevant
- Process any outgoing mail created by the
reception team
Data
Handling
- Document information
received from patients or third-party agencies, accurately on EMIS. For example,
urgent blood results from path labs, patients home blood pressure readings and
any urgent referral advise provided to them.
- Undertake manual and electronic filing and
retrieving of paperwork ensuring up-to-date maintenance of both computerised
and manual filing systems (i.e. patient notes).
- Computer data entry/data allocation and
collation; processing and recording information in accordance with practice
procedures.
Equipment and Stock Control
- Efficient filling of sample pots, testing
kits, appointment cards, registration paperwork and other necessary aids.
- Clearing and re-stocking stationery items in
work areas as required, ensuring low stock levels are reported to the relevant
leads and ensuring a clear desk policy.
- Safely accept and record receipt of any vaccine/medication
deliveries, ensuring safe storage of items and informing relevant departments.
Job description
Job responsibilities
Front
Desk
- Tend to the front desk ensuring to greet patients and visitors on their
arrival to the practice in a welcoming manner.
- Ensure all patients and visitors to the practice are signed in and
directed to the relevant waiting area.
- Inform the relevant host for example, the GP, Nurse or Practice Manager
of any patients or visitors arrival.
- Accept payments and issue receipts for non-NHS services.
- Book ambulances/appropriate transport for patients according to
protocols.
- Assist patients with requests for Blood Forms, Urine Forms and Xray
forms, printing where necessary.
- Keep the reception area, noticeboards, and leaflet dispensers clean, tidy
and free from obstructions and clutter.
- Support in ensuring the reception area remains a calm environment for
all. Politely and safely addressing any disruptive behaviours, escalating to
management where appropriate.
Registrations and Appointments
- Process registrations both regular and temporary in the absence of the Registration
Clerk ensuring complete information and appropriate ID.
- Assess and analyse patient needs to ensure an appointment is required and
if so, booked with the correct and appropriate healthcare professional.
- Book, amend and cancel general (GP/Nurse), clinic (Flu), QOF, special allocation
services (SAS) and third party (Physio) patient appointments in line with
practice appointment procedures, ensuring coding is completed where necessary
and optimum efficiency of the appointment system.
- Monitor the incoming E-Consult messages booking an appropriate
appointment or directing to the most appropriate department.
- Monitor the 111 clinical screen and directing as appropriate
- Ensure that patients without appointments but who need 'urgent
consultations are booked into appropriate slots and referred to a GP where
necessary.
- Receive and accurately record requests for home visits, assessing urgency
in accordance with the Practices protocols.
- Once trained, chaperone patients to their GP
appointment as and when requested.
- Arrange security for Special Allocation Service (SAS) appointments where
necessary.
Prescriptions and Certificates
- Receive and process prescription requests in the absence of the
Prescription Clerk accurately and in accordance with practice guidelines
- Raise any prescription queries with the Prescription Clerk and/or
Clinical Lead including status check of whether it has been issued and where it
is.
- Processing and handling of Cremation Forms and Death Certificates,
informing required departments and accurately documenting details of passing.
Advice and guidance
- Provide advice (non-medical) and contact
details of third-party services to patients as required. For example,
suggesting a patient contact the Urgent Mental Health Team.
- Respond to and/or redirect all general
enquiries, explaining procedures where necessary and processing paperwork where
required.
- Action EMIS tasks and DOCMAN workflow in a
timely manner
Communication
- Answer incoming telephone calls in a timely and professional manner,
ensuring calls are documented and actioned and/or redirected as appropriate.
- Communicate with GPs, Nurses, and the
Clinical Team as necessary including passing information across to be
processed, chasing documentation, results, and appointment information.
- Communicate in writing (letters and
electronically) and verbally with a wide range of providers and users of
services, including patients, carers; voluntary; social; primary and secondary
care providers.
- Liaising with GP/Clinicians, forwarding
concerns, chasing for samples, letters, prescriptions and other paperwork
- Monitor the reception email account and action
any requests needed, raising any urgent enquiries to your line manager where
relevant
- Process any outgoing mail created by the
reception team
Data
Handling
- Document information
received from patients or third-party agencies, accurately on EMIS. For example,
urgent blood results from path labs, patients home blood pressure readings and
any urgent referral advise provided to them.
- Undertake manual and electronic filing and
retrieving of paperwork ensuring up-to-date maintenance of both computerised
and manual filing systems (i.e. patient notes).
- Computer data entry/data allocation and
collation; processing and recording information in accordance with practice
procedures.
Equipment and Stock Control
- Efficient filling of sample pots, testing
kits, appointment cards, registration paperwork and other necessary aids.
- Clearing and re-stocking stationery items in
work areas as required, ensuring low stock levels are reported to the relevant
leads and ensuring a clear desk policy.
- Safely accept and record receipt of any vaccine/medication
deliveries, ensuring safe storage of items and informing relevant departments.
Person Specification
Qualifications
Essential
- Good level of education including competent levels of numeracy and literacy
Desirable
Key Skills
Essential
- Ability to assess and analyse patient requirements appropriately.
- Able to communicate effectively and collaboratively across varied disciplines.
- Able to work in a well-organised and professional manner, maintaining concentration and accuracy
- Able to manage conflicting priorities
- Possess an aptitude for dealing with potentially difficult or demanding situations.
- Good telephone manner
Experience
Essential
- Understand the importance of maintaining patient and data confidentiality.
- Able to use judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations.
- Experience of setting up and maintaining effective administrative filling systems
- Experience of work involving regular and accurate data inputting
Desirable
- Knowledge of office management systems and procedures
- Experience of working with Microsoft packages including, word, excel and power point
- Experience of working with EMIS and DOCMAN
- Previous administration experience within a medical environment
- Knowledge and understanding of the National Health Service
Person Specification
Qualifications
Essential
- Good level of education including competent levels of numeracy and literacy
Desirable
Key Skills
Essential
- Ability to assess and analyse patient requirements appropriately.
- Able to communicate effectively and collaboratively across varied disciplines.
- Able to work in a well-organised and professional manner, maintaining concentration and accuracy
- Able to manage conflicting priorities
- Possess an aptitude for dealing with potentially difficult or demanding situations.
- Good telephone manner
Experience
Essential
- Understand the importance of maintaining patient and data confidentiality.
- Able to use judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations.
- Experience of setting up and maintaining effective administrative filling systems
- Experience of work involving regular and accurate data inputting
Desirable
- Knowledge of office management systems and procedures
- Experience of working with Microsoft packages including, word, excel and power point
- Experience of working with EMIS and DOCMAN
- Previous administration experience within a medical environment
- Knowledge and understanding of the National Health Service
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.
