Medical Receptionist

LLANFAIR SURGERY

Medical Receptionist Job Description

JOB TITLE: MEDICAL RECEPTIONIST / CARE NAVIGATOR

Are you a person looking for an exciting opportunity or would you like to train to become a receptionist in an award-winning GP Practice?

An opportunity has arisen for a dedicated person to join our friendly and professional team at Llanfair surgery.

We are looking for an enthusiastic individual who is motivated and passionate in their role. Being methodical, organised and having great attention to detail will be paramount in this role. You will be a key member of the Practice team and will be supported by the reception team leader, the Practice Manager and the wider clinical team.

Job Description

ACCOUNTABILITY

The post holder is ultimately accountable to the Partners

RESPONSIBLE TO: Practice Manager

REPORTING TO: Reception Team leader

JOB PURPOSE: To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice by portraying in the highest possible professional basis. To ensure that enquiries from patients, visitors and external agencies/bodies are efficiently and courteously handled to the mutual satisfaction of the partners and patients.

Receptionists are key members of the practice team. They are trained to work with all the resources available to them which may include signposting patients to another service, offering self-help advice or booking with an appropriate clinician in the practice’s multi-disciplinary team. This work is often referred to as ‘care navigation’.

MAIN DUTIES AND RESPONSIBILITIES

Ø Greet patients and visitors to the practice.

Ø Book in, amend and cancel patient appointments in-line with practice appointments procedures ensuring optimum efficiency of the appointment system.

Ø Ensure that patients without appointments but who need 'urgent consultations’ are booked into appropriate slots and referred to a GP where necessary.

Ø Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice’s protocols. Print off home visit summary sheets.

Ø Ensure computerised appointment system is up-to-date.

Ø Respond and/or redirect all patient and visitor requests accordingly.

Ø Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.

Ø Set-up of new patients onto the computer system

Ø Advise patients of relevant charges for private services, accept payment and issue receipts for some.

Ø Ensure correspondence, reports, results etc. are filed electronically in correct patient record.

Ø Ensure reception and waiting areas are kept neat and tidy.

Ø Re-stocking of information leaflets as appropriate.

Ø Answering incoming telephone calls, ensuring calls are documented and redirected accordingly.

Ø Undertake administration tasks as allocated and arranged by Reception Team Leaders.

Ø Maintain patient calls/recalls as instructed by Reception Team Leaders.

Ø Action start and end of day procedures.

Ø Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).

Ø Check emails daily. Also regularly check fax machine for incoming messages and send faxes as required.

Ø Regularly check all electronic messages have been actioned.

Ø Amalgamation of new patient records.

Ø You will be expected to carry out any reasonable duties, which may be requested from time- to-time.

Ø Work safely at all times in accordance with Legislative requirements, Practice Policy, and Procedures.

Ø Sign posting patients to another service, offering self-help advice or booking with an appropriate clinician.

Ø Be a Chaperone during an patient examination to help assist a healthcare professional throughout a procedure where the safety of everyone is of paramount importance.

This job description is not exhaustive and adjusted periodically after review and consultation.

EQUIPMENT, MACHINERY & SYSTEMS

Ø Personal Computer system including internet activity which is utilised as a means of communication both internally and externally.

Ø Practice Clinical System (Vision) to manage and record patient appointments, inputting patient registration data, accessing patient data as necessary and when undertaking audits.

Ø Fax and photocopying machines

Ø The post-holder is responsible for, in conjunction with others, maintaining the accuracy of the Practice’s Clinical System (Vision/Emis)

ASSIGNMENT OF WORK

The post-holder’s work assignment is determined by the requirements of the Practice, GP Partners, Practice Team Leaders and patients.

The post holder will take instruction on a day-to-day basis from the Reception Team Leaders. However, the post-holder is expected to become self-directed and motivated, using their own initiative and requiring minimum input.

The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements. The post-holder’s work will formally be reviewed by annual appraisal.

DECISIONS & JUDGEMENT

The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:

Ø Establishing and maintaining effective lines of communication with the GPs, Reception Team Leaders and all other members of staff.

Ø Communicating clearly and effectively with staff to aid the smooth running of the Practice.

Ø Responding to requests or queries for support as they arise in an appropriate and timely manner.

Ø Prioritising workload and requests for support.

Ø Making the most effective use of resources available.

Ø Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations.

CHALLENGING PART OF THE JOB

Ø Managing the many conflicting priorities that the post requires.

Ø Ensuring clear protocols for the prioritisation of work.

Ø Providing and maintaining a professional and effective dialogue with patients.

COMMUNICATION AND RELATIONSHIPS

Ø Internally with the GPs, Reception Team Leaders, Practice Manager and colleagues to help ensure that practice aims and objectives are met.

Ø Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors regarding the needs of the Practice and the needs of patients registered at the Practice.

Ø Externally with patients registered at the Practice.

PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

The post-holder is required:

Ø To have keen hand/eye co-ordination to undertake his/her primary task.

Ø To be methodical and work to a structure, seeing problems through to a satisfactory conclusion

Ø To work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy.

Ø To work independently of others and to be self-determined

Ø To communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations.

Ø To adhere to uniform policy in order to maintain professionalism.

KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

There are no set entry requirements for the receptionist role. However, customer facing roles or previous reception experience, especially in a medical setting would be advantageous. Full training is provided for the role. The post holder will also receive training to understand the role and responsibilities of a chaperone ensuring to provide a safe and comfortable environment for staff members and the patient in line with our Chaperone Policy. The post-holder is required to have well-developed keyboard skills.

The post-holder must also:

Ø Be understanding and approachable to patients and able to respond to patient requests.

Ø Be able to communicate effectively and collaboratively across varied staff disciplines.

Ø Clearly understand the importance of maintaining patient and data confidentiality.

On-going training which will also need to be completed by the post-holder will include mandatory training modules (e-learning).

Job Type: Full-time

Benefits:

Company pension

On-site parking

Schedule:

8 hour shift

Day shift

Holidays

Monday to Friday

No weekends

Ability to commute/relocate:

Llandovery: reliably commute or plan to relocate before starting work (required)

We would strongly encourage you to contact the surgery for an informal chat and an opportunity to come and visit us. Please get in touch with Della Powell, Practice Manager.

Job Type: Full-time

Pay: Up to £11.44 per hour

Expected hours: 37.5 per week

Benefits:

• Company pension
• On-site parking

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Llandovery: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 29/05/2024