Job summary
Exmoor Medical Centre has an exciting opportunity for a Receptionist Role.
To provide administration and reception duties for the practice, dealing with patients, clinical staff and colleagues in an efficient and polite manner. Receive, assist and direct patients in accessing the appropriate service or healthcare professional and undertake a variety of administrative duties to assist in the smooth running of the Practice in accordance with agreed procedures, protocols and timescales.
19.5 hours a week Monday to Friday working pattern. £10 per hour. NHS or NEST pension is offered with this role.
Main duties of the job
- Identify
and book appointments and home visits in line with practice protocols, including
cross-organisation bookings.
- Search for,
register if necessary and book onto the computer system patients as they
present at the desk.
- Deal with
enquiries, signposting and requests, either face to face or over the
telephone from a variety of external sources, such as patients, relatives,
clinical team, hospital, pathology, and work colleagues.
- Deal with
distressed/aggressive patients safely and appropriately as they present at
the desk or over the telephone
- Be able to
prioritise patients in need of urgent medical attention who present to
reception in person or telephone in and direct them to the correct
clinical intervention/appointment
- Deal with
requests from patients and GPs for emergency calls, following protocol and
dialling 999 as required.
- Maintain an
overview of the waiting areas, informing patients of any known delays and
ensuring the area remains in a neat and tidy condition.
- Follow up
hospital appointments, test results etc. and act upon messages on the
system from the medical team
About us
Symphony Healthcare Services Ltd. is a growing primary care organisation based in Somerset which aims to improve and develop the best patient-centred care and services in the country, and we are embracing change within general practice by implementing new and innovative models of care.
If you are passionate about delivering outstanding healthcare and share our values, join us to support the achievement of our goals.
Job description
Job responsibilities
Key Responsibilities:
- Identify
and book appointments and home visits in line with practice protocols, including
cross-organisation bookings.
- Search
for, register if necessary and book onto the computer system patients as
they present at the desk.
- Deal with
enquiries, signposting and requests, either face to face or over the
telephone from a variety of external sources, such as patients,
relatives, clinical team, hospital, pathology, and work colleagues.
- Deal with
distressed/aggressive patients safely and appropriately as they present
at the desk or over the telephone
- Be able
to prioritise patients in need of urgent medical attention who present
to reception in person or telephone in and direct them to the correct
clinical intervention/appointment
- Deal with
requests from patients and GPs for emergency calls, following protocol
and dialling 999 as required.
- Maintain
an overview of the waiting areas, informing patients of any known delays
and ensuring the area remains in a neat and tidy condition.
- Follow up
hospital appointments, test results etc. and act upon messages on the
system from the medical team
- Record
visit requests and alert duty doctor according to practice policy.
- Receive
urgent results as they come in from the pathology department at the
hospital. Liaise with GP and contact patients with information.
- Handle
specimen samples from patients appropriately.
- Open
up/lock Practice premises and maintain security in accordance with
Practice protocols.
- Ensure
telephone system has been transferred correctly to out of hours message.
- General
daily administration tasks such as scanning, filing, retrieving paperwork,
photocopying and faxing
- Deal with
and respond to post and general emails in a timely manner and fax/email
urgent requests to hospital
- Hand
completed repeat prescriptions to patient and check name and address.
- To
initially handle patient complaints by providing relevant information
and by informing the Practice Manager as to the nature of any
complaints, including informally made complaints.
- Carry out
inputting and alterations to computer records, including but not limited
to change of addresses, message books and any other admin tasks as they
arrive.
- Complete
new patient registration process as requested and with appropriate
training
- Acting as a
chaperone (once relevant training has been completed)
- Assist in
contacting patients who fall in to the various ‘Target’ areas as
requested.
- Advise
patients of relevant charges for private services and accept
payments/issue receipts
- Clear and
re-stock consulting rooms if required (including stationary and
prescription paperwork)
- Keep all
areas of the building, noticeboards and leaflet dispensers tidy
- Attend
ancillary and other staff meetings and training courses as required
- Participate
in an annual appraisal
- To assist
with the provision of cover for colleagues’ absences (leave and sickness
absences).
- To
assist/support with the induction and training of new staff as directed
by the Practice Manager or Lead
- Offer
general support to the practice and project a positive and friendly
image to patients and other visitors.
- To assist
with any other duties that may be required to ensure the smooth running
of the practice.
- Liaise with patients and pharmacies regarding prescription
queries and requests as required
Job Dimensions:
- Required to follow processes and procedures and escalate any issues
or complaints appropriately
- Accuracy required to input patient data and interpret information
received
- Communicate
effectively with other team members,
patients and carers and members of other health care services,
including distressed, angry or anxious individuals.
- Access to
personal and sensitive patient data (maintain
confidentiality as per the SHS Confidentiality Policy)
- Alert management/clinical
teams to issues of quality, risk and safeguarding
- Be able to make an
initial assessment and prioritise patients presenting at the front desk or
on the telephone who require urgent medical attention
Work well under pressure in a busy and demanding
environment
Job description
Job responsibilities
Key Responsibilities:
- Identify
and book appointments and home visits in line with practice protocols, including
cross-organisation bookings.
- Search
for, register if necessary and book onto the computer system patients as
they present at the desk.
- Deal with
enquiries, signposting and requests, either face to face or over the
telephone from a variety of external sources, such as patients,
relatives, clinical team, hospital, pathology, and work colleagues.
- Deal with
distressed/aggressive patients safely and appropriately as they present
at the desk or over the telephone
- Be able
to prioritise patients in need of urgent medical attention who present
to reception in person or telephone in and direct them to the correct
clinical intervention/appointment
- Deal with
requests from patients and GPs for emergency calls, following protocol
and dialling 999 as required.
- Maintain
an overview of the waiting areas, informing patients of any known delays
and ensuring the area remains in a neat and tidy condition.
- Follow up
hospital appointments, test results etc. and act upon messages on the
system from the medical team
- Record
visit requests and alert duty doctor according to practice policy.
- Receive
urgent results as they come in from the pathology department at the
hospital. Liaise with GP and contact patients with information.
- Handle
specimen samples from patients appropriately.
- Open
up/lock Practice premises and maintain security in accordance with
Practice protocols.
- Ensure
telephone system has been transferred correctly to out of hours message.
- General
daily administration tasks such as scanning, filing, retrieving paperwork,
photocopying and faxing
- Deal with
and respond to post and general emails in a timely manner and fax/email
urgent requests to hospital
- Hand
completed repeat prescriptions to patient and check name and address.
- To
initially handle patient complaints by providing relevant information
and by informing the Practice Manager as to the nature of any
complaints, including informally made complaints.
- Carry out
inputting and alterations to computer records, including but not limited
to change of addresses, message books and any other admin tasks as they
arrive.
- Complete
new patient registration process as requested and with appropriate
training
- Acting as a
chaperone (once relevant training has been completed)
- Assist in
contacting patients who fall in to the various ‘Target’ areas as
requested.
- Advise
patients of relevant charges for private services and accept
payments/issue receipts
- Clear and
re-stock consulting rooms if required (including stationary and
prescription paperwork)
- Keep all
areas of the building, noticeboards and leaflet dispensers tidy
- Attend
ancillary and other staff meetings and training courses as required
- Participate
in an annual appraisal
- To assist
with the provision of cover for colleagues’ absences (leave and sickness
absences).
- To
assist/support with the induction and training of new staff as directed
by the Practice Manager or Lead
- Offer
general support to the practice and project a positive and friendly
image to patients and other visitors.
- To assist
with any other duties that may be required to ensure the smooth running
of the practice.
- Liaise with patients and pharmacies regarding prescription
queries and requests as required
Job Dimensions:
- Required to follow processes and procedures and escalate any issues
or complaints appropriately
- Accuracy required to input patient data and interpret information
received
- Communicate
effectively with other team members,
patients and carers and members of other health care services,
including distressed, angry or anxious individuals.
- Access to
personal and sensitive patient data (maintain
confidentiality as per the SHS Confidentiality Policy)
- Alert management/clinical
teams to issues of quality, risk and safeguarding
- Be able to make an
initial assessment and prioritise patients presenting at the front desk or
on the telephone who require urgent medical attention
Work well under pressure in a busy and demanding
environment
Person Specification
Experience
Essential
- Experience of working within a team
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
Desirable
- Experience of working in a customer focused environment
- Experience of working within an administration team
- Experience of working in the NHS or similar health care setting
Knowledge and Skills
Essential
- Computer literate and good keyboard skills
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
- Excellent organisational skills
- Strong attention to detail and the ability to transfer accurate information
- Work well under pressure
- Use own initiative within clear boundaries, seeking advice when necessary
- Demonstrate enthusiasm and a strong sense of teamwork
- Ability to complete tasks to a high standard with frequent interruptions
Desirable
- Knowledge of medical terminology
- Knowledge of the NHS/General Practice
Qualifications
Essential
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3)
Person Specification
Experience
Essential
- Experience of working within a team
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
Desirable
- Experience of working in a customer focused environment
- Experience of working within an administration team
- Experience of working in the NHS or similar health care setting
Knowledge and Skills
Essential
- Computer literate and good keyboard skills
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
- Excellent organisational skills
- Strong attention to detail and the ability to transfer accurate information
- Work well under pressure
- Use own initiative within clear boundaries, seeking advice when necessary
- Demonstrate enthusiasm and a strong sense of teamwork
- Ability to complete tasks to a high standard with frequent interruptions
Desirable
- Knowledge of medical terminology
- Knowledge of the NHS/General Practice
Qualifications
Essential
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3)
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
