Job summary
We
require a reliable, organised, motivated individual, to join our friendly and
dedicated reception team. Candidates must have excellent
communication skills both face to face and over the telephone; be computer
literate and able to work under pressure.
You
should also have the ability to multi-task in a busy environment. Previous
experience of working in General Practice would be an advantage but is not
essential, as the right candidate will receive appropriate training. The
Practice uses EMIS web as their clinical system and uses ACCRUX to receive
Website requests online from patients.
A
flexible approach to working is essential to provide annual leave &
sickness cover for colleagues.
Also
there will be an opportunity to do additional weekly hours to clinically code
electronic Docman letters after 6
months.
The
successful candidate will be required to work the following hours:
Working
hours (18.5 hours per week across 3 days plus required cover for annual leave )
Tuesday
8am-1pm & 2pm 5pm ( 8.5hrs) arrive 10mins before shift
Wednesday
8am 1pm (5.0hrs)- arrive 10mins before shift
Friday
2pm - 7pm (5 hrs) - arrive 10mins before
shift
Staff
are expected to arrive at least 10 mins before shift
Start
Date : Mid end of October
The
closing date given is a guide only based on number of applicants. If you have
not been contacted within 4 weeks of the closing date you should assume you
have not been shortlisted
Main duties of the job
Job summary:
To provide a high quality and responsive reception service to all patients
ensuring that the reception runs efficiently and in accordance with the practice requirements.
General Duties:
To book appointments in
accordance with the practice appointment system (EMIS) and to provide a helpful and
friendly service to patients ensuring also that the reception area is tidy and
welcoming.
To answer telephones promptly & take down accruate informaton
Action EPS prescription requests and
queries concisely & accrurately.
To undetake Emis & Docman Tasks in line with Practice Protocol
How to handle letters bought in by patients at the Front Desk
To
maintain confidentiality at all times with particular reference to patient records.
To liaise with the Reception/ Practice Manager Manager when required and follow
instructions from them when necessary.
To undertake any other duties as deemed appropriate by the Practice.
Health & Safety :
To follow the health and safety policies and procedures of the practice
To actively identify and report any health and safety hazards to the Manager
Equality and diversity:
To act in a way that recognises the importance of peoples rights, i
To respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
To behave in a manner which is welcoming to and of the individual, is nonjudgmental and respects their circumstances, feelings, priorities and rights.
About us
We have a list size of circa 8,500 patients at Nork but still pride ourselves in having a wonderful, caring, flexible and supportive Team, like a family.
We are there for each other & different departments such as Admin / Secretarial have been trained to multitask to often come & help their Peers to cover sickness at Reception if short staffed.
The Practice has a great work ethic, helping each other and putting the Practice & patients first in terms of providing the best possible service to our Patients.
Any new comers are make to feel welcome and at ease.
Job description
Job responsibilities
JOB DESCRIPTION:
JOB TITLE: MEDICAL RECEPTIONIST
REPORTING TO : RECEPTION MANAGER
Job Summary:
To act as first point of contact for all patients, visitors and personal callers to the practice and to act in a friendly and welcoming manner
Answer the telephone and transfer calls using telephone system
To assign requests from our new Online Booking System to the Clinicians
Take telephone messages where necessary and pass on accurately
To send faxes as required and pass on incoming faxes as appropriate (less so now)
Answer general email enquires that come to the generic email address
To attend staff meetings
To respond to patient requests as required through the phone / online / email
To ensure the reception area is kept clean and tidy: making sure that the patient information leaflets & posters are current
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general administrative assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Work both independently and within the practice team to promote patient-orientated delivery of health care services.
Support and assist General Practitioners/Nurses in the performance of their roles.
Organise daily workload to affect smooth running of appointment system and practice diary.
Maintain well-ordered manual and electronic patient medical records.
Communicate with relevant NHS organisations and stakeholders to ensure effective patient care outcomes.
Participate in and contributes to practice teamwork/meetings towards achieving a cohesive approach in line with team objectives and philosophy.
To deal with other general reception duties as required
Job Responsibilities:
Reception
- Handing EPS (Electronic ) prescriptions and checking names and address.
- Be able to cover all reception position as & when necessary.
- Keep waiting patients informed of delays in the appointment system.
- Handle in-person/telephone patients requests for results and book appointment with nurse to discuss results or informs them of abnormalities ONLY in accordance with policy.
- Booking Hub (Out of Hours) appointment as part of our GP Federation
- Fax and photocopy as requested & use of Outlook mail to send medical summaries to Hospital / District Nurses etc .
- Receive deliveries into the practice and processes relevant accompanying paperwork.
- Observe security requirements.
- Report all accidents/untoward incidents promptly to the practice manager.
- Liaise with the manager to identify problems relating to patient dissatisfaction.
- Participate in performance review program.
- Undertake continuing education to keep abreast of current health trends/initiatives.
- Have knowledge of out-of-hours service.
Appointments
- Schedule and creating patient appointments according to medical or nursing need.
- Process appointment requests for today future appointments from patients by telephone and in person.
- Deal with visits requests.
- Orientates visitors to the practice.
- Liaise with hospitals and outside agencies.
Computer
- Registrations of new patients computer data entry and medical records.
- Process patients change of address computer data and medical records
- Process repeat prescription request in accordance with practice guidelines.
Other Tasks
- Clear rooms after surgeries.
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Any other tasks allocated by partners/managers.
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 & 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.
- Ensuring online training is up to date & updated annually
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
- Arrive 10 minutes before session time to settle on & log on
- Punctuality is paramount in this position
- At times Doctors may wish for items of work to be completed before leaving which entails at times leaving after your contracted hours.
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.
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 recognize 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.
Job description
Job responsibilities
JOB DESCRIPTION:
JOB TITLE: MEDICAL RECEPTIONIST
REPORTING TO : RECEPTION MANAGER
Job Summary:
To act as first point of contact for all patients, visitors and personal callers to the practice and to act in a friendly and welcoming manner
Answer the telephone and transfer calls using telephone system
To assign requests from our new Online Booking System to the Clinicians
Take telephone messages where necessary and pass on accurately
To send faxes as required and pass on incoming faxes as appropriate (less so now)
Answer general email enquires that come to the generic email address
To attend staff meetings
To respond to patient requests as required through the phone / online / email
To ensure the reception area is kept clean and tidy: making sure that the patient information leaflets & posters are current
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general administrative assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Work both independently and within the practice team to promote patient-orientated delivery of health care services.
Support and assist General Practitioners/Nurses in the performance of their roles.
Organise daily workload to affect smooth running of appointment system and practice diary.
Maintain well-ordered manual and electronic patient medical records.
Communicate with relevant NHS organisations and stakeholders to ensure effective patient care outcomes.
Participate in and contributes to practice teamwork/meetings towards achieving a cohesive approach in line with team objectives and philosophy.
To deal with other general reception duties as required
Job Responsibilities:
Reception
- Handing EPS (Electronic ) prescriptions and checking names and address.
- Be able to cover all reception position as & when necessary.
- Keep waiting patients informed of delays in the appointment system.
- Handle in-person/telephone patients requests for results and book appointment with nurse to discuss results or informs them of abnormalities ONLY in accordance with policy.
- Booking Hub (Out of Hours) appointment as part of our GP Federation
- Fax and photocopy as requested & use of Outlook mail to send medical summaries to Hospital / District Nurses etc .
- Receive deliveries into the practice and processes relevant accompanying paperwork.
- Observe security requirements.
- Report all accidents/untoward incidents promptly to the practice manager.
- Liaise with the manager to identify problems relating to patient dissatisfaction.
- Participate in performance review program.
- Undertake continuing education to keep abreast of current health trends/initiatives.
- Have knowledge of out-of-hours service.
Appointments
- Schedule and creating patient appointments according to medical or nursing need.
- Process appointment requests for today future appointments from patients by telephone and in person.
- Deal with visits requests.
- Orientates visitors to the practice.
- Liaise with hospitals and outside agencies.
Computer
- Registrations of new patients computer data entry and medical records.
- Process patients change of address computer data and medical records
- Process repeat prescription request in accordance with practice guidelines.
Other Tasks
- Clear rooms after surgeries.
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Any other tasks allocated by partners/managers.
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 & 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.
- Ensuring online training is up to date & updated annually
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
- Arrive 10 minutes before session time to settle on & log on
- Punctuality is paramount in this position
- At times Doctors may wish for items of work to be completed before leaving which entails at times leaving after your contracted hours.
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.
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 recognize 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.
Person Specification
Experience
Essential
- Minimum of 2 years experience in Customer Service enviroment
Desirable
- Good working knowledge of General Practice
Qualifications
Essential
- Good standard of education at Secondary Level
Desirable
- NVQ Receptionist / Customer Care Qualification
Skills
Essential
- Excellent telephone manner and effective verbal skills
- Effective written skills
- Ability to work as part of a multi-disciplinary team
- Good interpersonal skills in a patient focused environment
- Able to take accurate messages
- Able to work under pressure
- Ability to see through things to completion
- Ability to prioritise and to work under pressure
- IT literate with good knowledge of internet and microsoft offcie
- Excellent word processing skills
- Ability to deal with difficult people
- Experience of managing post
- Experience of managing stationery
- Working knowledge of office equipment eg photocopier etc
Desirable
- Knowledge of EMIS and Docman software
- Spreadsheet and database skills
Person Specification
Experience
Essential
- Minimum of 2 years experience in Customer Service enviroment
Desirable
- Good working knowledge of General Practice
Qualifications
Essential
- Good standard of education at Secondary Level
Desirable
- NVQ Receptionist / Customer Care Qualification
Skills
Essential
- Excellent telephone manner and effective verbal skills
- Effective written skills
- Ability to work as part of a multi-disciplinary team
- Good interpersonal skills in a patient focused environment
- Able to take accurate messages
- Able to work under pressure
- Ability to see through things to completion
- Ability to prioritise and to work under pressure
- IT literate with good knowledge of internet and microsoft offcie
- Excellent word processing skills
- Ability to deal with difficult people
- Experience of managing post
- Experience of managing stationery
- Working knowledge of office equipment eg photocopier etc
Desirable
- Knowledge of EMIS and Docman software
- Spreadsheet and database skills
