Medical Receptionist

DUTIES & RESPONSIBILITIES Communication Communicate effectively and tactfully with patients/carers about appointments and services offered by the practice especially where English is not the first language Notify patients of any unusual circumstances that may cause their appointment to be delayed or postponed. Maintain the clinic appointment system recording those patients that fail to attend or attend for their appointments late. Respond and/or redirect all patient and visitor requests accordingly. Answer incoming calls from patients, carers and other parties ensuring calls are documented and redirected accordingly. Direct patients to minor ailment schemes or walk-in services (including treatment rooms) in line with organisational procedures & record advice given within clinical record. Analyse and resolve basic patient problems regarding queries, appointments and comments. Follow reception triage policy to ensure patients are appointed appropriately or offered emergency advice. Planning and Organisational Skills Fill the appointments in a logical and orderly manner. Make appointment cancellations when notified by patient/carers and endeavour to fill these slots. Retrieve and re-file medical records for clinics as appropriate. Generate repeat prescriptions within 48 hours of request. Allocate home visit requests in line with practice procedure. Physical Skills Standard keyboard skills required. Active listener, enabling patients to be directed to appropriate services in a timely manner. Responsibility for Patient Care Provide face to face advice to patients on non-clinical issues. Provide telephone advice on non-clinical issues. Complete Basic Life Support training annually and to support clinical colleagues in an emergency situation. Distribute completed prescriptions to patients or pharmacy collection services. Take requests for repeat medications. Record and give patients their test results as per practice protocol. Provide information to patients, carers and others on the services offered by the practice and other local providers to ensure that the service is Making Every Contact Count. To offer advice and information on appointments to patients/carers. Ensure interpretation services are available for those patients where English is not the first language Ensure that the waiting area is tidy and clean with sufficient patient information materials available. Ensure that the reception/admin areas comply with practice procedures and policies Ensure access is maintained for disabled patients. Ensure patient care is provided in accordance with The Equality Act. Policy and Service Development Implementation Make recommendations to Practice Manager/Senior Administrator to improve service delivery in the reception area. Follow practice policies for the operation of the reception area and use of the practice clinical computer system. Responsibilities for Information Resources Ensure that all medical records held, both paper and computerised are maintained accurately and filed according to practice policy. Ensure that all messages taken are accurate and passed to the appropriate individual at the earliest opportunity. Ensure that all messages/paper correspondence not required for storage and containing patient identifiable data is shredded and placed in the confidential waste. Adhere to patient confidentiality and data protection legislation at all times.