Medical Receptionist

JOB FUNCTION Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
DUTIES AND RESPONSIBILITIES (This description is not an exhaustive list and will be subject to periodic review and amendment dependent on current and evolving practice workload and staffing levels) To have a thorough knowledge of all Practice procedures. Apply Practice policies, standards and guidance and work in accordance with written protocols. Checking in patients, booking appointments with members of Practice team. Handling completed repeat prescriptions to patients and checking names and addresses.
Dealing with patient queries. Monitoring travel vaccines requests. Triage and book appointments for same day or future requests by telephone and in person. Deal with visit requests.
Scan and file letters into patient records. Action workflow tasks created by other members of the team. Process repeat prescription requests (ad hoc) in accordance with Practice guidelines. Registering new patients and deducting patients who have left on the clinical record system.
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures. Assisting new patients to register with the Surgery providing the necessary paperwork and checking returned paperwork is complete Taking phone messages and passing calls from patients, hospitals, etc to other colleagues. Processing and distributing incoming (and outgoing) mail. Receiving and documenting payments for non-NHS services such as medicals, travel claim forms, insurance forms, etc.
Setting the surgery answerphone Photocopying of medical records. Receiving and checking deliveries. Allocating rooms. Opening up/locking of premises and maintaining security in accordance with practice protocols.
Chaperoning patients (when requested and with the appropriate training). Clearing and re-stocking of consultation rooms as required. Provision of refreshments for staff and visitors as required, washing up and keeping the kitchen area clean and tidy. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
Assisting and promoting seasonal and public health campaigns as required. Any other tasks allocated by Manager EDUCATION AND EXPERIENCE Good standard of education, GSCE English grade C or above Customer Service/Receptionist experience ideally in a medical setting. Good IT/keyboard skills SKILLS/COMPENTANCIES Good interpersonal and communications skills with an ability to remain calm when working under pressure. To be proficient and polite in the reception of enquiries from patients.
To remain calm and courteous when dealing with work colleagues and members of the public. An ability to use resourcefulness, commonsense and by using local knowledge, respond to patient enquiries and requests. Be flexible with work schedules. Recognise own development needs.
Motivation An understanding of the NHS. Keeping abreast of any changes or reforms within the NHS. Must be adaptable and comfortable dealing with changing priorities and be a team player. Excellent IT and communication skills.
Effectively communicate policies and procedures as required in the course of the job. An understanding acceptance and adherence of the need of strict confidentiality. Actively contribute to the work of the clinical team, promote the standards of care expected and create energy and enthusiasm for the service. 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 annual 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. 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, either 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 teams 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 within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers.
Recognise peoples needs for alternative methods of communication and respond accordingly. TEAM SUPPORT To show a professional attitude and demeanor, including courteous interactions with team members and other team leaders. Provide support and cover for colleagues during periods of annual leave and sickness when required to ensure continuation of service provision. Liaise with members of the wider primary healthcare team and provide support when required, eg midwife, district nurses, medicines management, etc.
Have a clear understanding of practice systems, and support the Practice in monitoring and maintaining such systems eg telephone, IM&T, security, alarms etc. Be responsible for reporting any faulty equipment to the Practice/Deputy Manager and organise repairs/replacement where appropriate and if approved by the Manager. CONFIDENTIALITY 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.
HEALTH AND 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 the risks involved in work activities and undertaking 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. 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 peoples 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.