Medical Receptionist

Early applications are encouraged as this advert may close early if sufficient applications have been received

JOB TITLE: MEDICAL RECEPTIONIST – SOLLERSHOTT SURGERY

Full and part time positions available.

Hourly rate: £11.44 per hour rising to £11.77 on successful completion of probation

Responsible to: Reception Supervisor

Accountable to: Practice Manager, Lead General Practitioner and 12PointCare Directors

Key relationships General Practitioners

Practice Management
Nursing & Administrative Team Colleagues
External Stakeholders

Job Summary

Working in a busy Practice puts a Medical Receptionist in a special position of trust and responsibility.
The post holder must provide a friendly, efficient, and professional front-line service to patients, visitors and the primary health care team both in person and by telephone. As the main contact for the Practice, the professional image and impression the post holder projects and the environment they maintain is essential to providing a positive experience with the Practice.

A Medical Receptionist must have an excellent telephone manner, customer care, be organised and able to work under pressure during busy and difficult times. It is important to be able to help patients access appropriate services and to manage various patient needs - no two days are the same. Once fully trained, there may be some lone working during less busy times.

The Practice utilises a variety of computer packages in the day-to-day running of the Practice and, whilst full training is provided, all members of staff are required to use these to support efficient systems and communication.

Location

The post holder will be based at Sollershott Surgery, 44 Sollershott East, Letchworth Garden City,
Hertfordshire SG6 3JW, as well as any other premises run by the organisation in the future.

JOB RESPONSIBILITIES

• Receive, assist, and direct patients in accessing the appropriate service or healthcare professional within Practice protocols.
• Ensure all communications are dealt with effectively and efficiently to include telephone calls, text messages, letters, prescription requests, emails, and any other means of communication.
• Effectively utilise the Practice computer system including SystmOne, Electronic Prescribing Service, electronic mail, and intranet to support patient care and communication.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments in a polite and helpful manner.
• Using Practice guidance and excellent communication skills ensure that patients access members of the clinical team within appropriate time frames organising appointments, telephone messages, home visits and any other means of communication. Ensure that the necessary information is received and recorded to provide safe patient care.
• When necessary, contact patients via telephone, letters, text messages or other appropriate means.
• Provide guidance on Practice services to new patients and those seeking temporary medical cover and ensure procedures for looking after people from overseas are followed.
• Ensure that all new patients are registered onto the computer system promptly and accurately.
• Record requests for home visits taking all relevant details and, where necessary, refer to the Duty Doctor.
• Prepare daily home visit list for doctors.
• Action prescription requests according to the Practice protocol.
• Advise patients on private services available at the Practice and the relevant charges. Collect private fees, issue receipts, and record as required.
• Retrieve and accurately file medical records and correspondence ensuring they are kept in strict alphabetical order.
• Respond to patient notes, ensuring correspondence, reports and results are dealt with appropriately.
• Tidy and maintain the reception, waiting room, public areas and consulting rooms to provide a professional image and environment.
• Open up premises at the start of the day when first to arrive, de-activate alarm, immediately check access to computer and make all necessary preparations to receive patients such as unlocking rooms, turning on waiting room equipment and computers, opening blinds, etc.
• When last to leave at the end of the day, ensure that the building is totally secured, internal doors are locked, lights are off and the alarm activated.
• On rare occasions, clean spillages working within Practice health and safety guidance.
• Provide information to patients on the Practice Complaints Procedure when necessary and, if party to a complaint, assist in the investigation process carried out by management.
• Provide training for other members of staff, medical students and any other visitors as appropriate to the post.
• Undertake any other additional duties appropriate to the post as requested by management.
• This role is not exhausted to these duties.

Confidentiality

• The Practice must adhere to strict legal regulations regarding confidentiality and access to medical records. Requests to see medical records - whether by the patient, a professional or a colleague - is strictly at the discretion of the doctor.
• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
• Failure to observe confidentiality constitutes gross misconduct and will lead to immediate dismissal.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying risks involved in work activities and undertake such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Reporting potential risks identified.
• Reporting accidents and incidents to management.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
• Participate in training and audit where appropriate.
• All members of staff are required to attend and participate in quarterly Practice training afternoons.
• In addition, at least four Support Staff Meetings will be held per annum to discuss current issues, share information and aid communication.

Quality

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, both directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Work effectively with individuals in other agencies to meet patients’ needs.
• Effectively manage own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication in the team and strive to:

• Communicate effectively with colleagues, patients, carers and anyone else associated with the Practice.
• Recognise people’s needs for alternative methods of communication and respond accordingly.
• Contribution to the Implementation of Services

The post-holder will:

• Contribute to the maintenance of an up-to-date Reception Handbook.
• Apply Practice policies, standards and guidance.
• Make recommendations to improve patient services and Practice efficiency.

The above job description does not purport to be an exhaustive list of duties, and some of the above duties may not be required upon commencement of the post. Responsibilities may vary from time to time, and the post holder may be required to undertake additional duties as the requirements and needs of the Practice/Organisation changes.

Person Specification

• Good secondary education - Essential
• Medical Receptionist training- Desirable
• Customer Care training- Desirable
• Experience Dealing with the public - Essential
• Experience in General Practice or other medical environment - Desirable
• Uses computer, either personally or professionally - Essential
• Experience in customer care - Desirable
• Excellent communication skills - Essential
• Experience of using SystmOne- Desirable
• Good handwriting - Essential
• Good English language - Essential
• Good telephone manner - Essential
• Computer literate - email, internet and Microsoft Word - Essential
• Excellent customer care – approachable, friendly and caring- Essential
• Ability to work as part of an integrated multi skilled team- Essential
• Calm and able to deal with difficult situations- Essential
• Use own initiative- Essential
• Able to work under pressure- Essential
• Professional and friendly personality- Essential
• Organised- Essential
• Able to work in a changing environment- Essential
• Ability to work flexibly- Essential
• Ability to recognise own limitations and act upon them appropriately- Essential
• Willingness to learn new skills and to problem solve on a daily basis- Essential

Job Types: Part-time, Permanent

Pay: From £11.44 per hour

Expected hours: 25 per week

Benefits:

• Company pension

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 14/05/2024
Reference ID: Medical Receptionist - The Sollershott Surgery