Receptionist / Telephonist

Job description

Job responsibilities

MAIN DUTIES INCLUDE

1. Receiving and directing patients on their arrival, explaining surgery routines or procedures, notifying of any delays or changes with their appointment.

2. Handling enquiries including telephone enquiries, and forwarding on urgent enquiries to the relevant person as necessary. Recording on the computer any messages for the clinicians with expected actions required.

3. Making appointments for doctors, nurses, HCAs and phlebotomist.

4. Recording requests for home visits following practice procedures and passing requests for urgent visits through to the doctors.

5. Receiving requests for repeat prescriptions, entering details on to the computer, and passing completed prescriptions to the doctors for signing (if required).

6. Process Workflow prescription tasks on the Prescription Assist desk (if required).

7. Recording and distributing prescriptions to chemists (if required).

8. Process specimens and forms, ensuring the correct recording and storage.

9. Open and distribute post.

10. After training and in accordance with the practice protocol, process Emis workflow tasks (MM) for repeat blood tests/appointments with clinical staff as requested.

11. After training and in accordance with the practice protocol, process Docman Appointments tasks (DM) for appointments with clinical staff/repeat blood tests as requested.

12. After training, give patients their results in accordance with practice guidelines.

13. After training, use the MJog text messaging system to contact patients.

14. After training, use Emis-generated patient lists to contact patients for specific recalls.

15. Accurately recording a receipt of and safely storing petty cash money.

16. Informing appropriate member of staff of patients new addresses, telephone numbers.

17. Extracting relevant computer data; i.e. test results, scanned letters etc.

18. Completing registering of new patients, ensuring the practice protocols are followed.

19. Completing relevant forms and advising patients on the completion of various medical forms, ensuring correct fees are advised, forwarding onto the appropriate person in the practice or external agencies as required; i.e. PCSS, filing and ensuring third party consents are managed in accordance with practice protocols, policies and procedures and are passed to the appropriate member of staff for data entry.

20. To operate a scanning machine to file patient correspondence.

21. After training, read code information into the patients records.

22. Passing stationery requests to the Practice Managers PA as required, and undertaking postage tasks including franking and Post Office visits.

23. Assist in keeping the doctors rooms tidy and stocked and ensuring the waiting / reception areas are also kept tidy before the end of your shift.

24. Recording and processing messages for all non-clinical staff.

25. Keeping notice boards tidy and up to date, removing any unapproved posters / leaflets.

26. Keeping a ready supply of practice newsletters and booklets in the holders.

27. To attend regular practice meetings, participating in the administrative and professional responsibilities of the practice team.

28. Forwarding any complaints or compliments received to the Patient Services Manager and in their absence to the Practice Managers PA. For serious complaints, the Practice Manager must also be informed (or the Deputy Practice Manager/Senior Partner in the Practice Managers absence).

29. Understanding the working of the practice emergency procedures both of a medical and non-medical nature.

30. At all times, carrying out duties with regard to Health & Safety at Work regulations, both within your immediate working area and working environment in general, and reporting any issues promptly to the Deputy Practice Manager.

31. To be aware of the Quality and Outcome Framework and commissioned services.

32. To be responsible for opening and locking up the surgery premises including alarm setting (if appropriate to your shift).

33. Be prepared to do any other duties deemed necessary during the working day, including cover for absent staff when requested.

Person Specification

Behaviours

Essential

• Planning and organising
• Performing under pressure
• Adaptability
• Taking the initiative
• Team working
• Self motivated
• Flexibility

Qualifications

Essential

• Good standard of general education

Desirable

• GCSE Mathematics
• GCSE English

Experience

Essential

• Practical experience of working with others
• Experience of using own initiative
• Practical experience of computerised recording systems

Desirable

• Experience of working as a Receptionist/Telephonist
• Experience of working within a General Practice
• Practical experience of liaising with other Healthcare Professionals, Primary Care Trusts, Patents, Solicitors and other External Organisations

Knowledge and skills

Essential

• Excellent communication skills (written and oral)
• IT skills
• Time management and the ability to work to deadlines
• Negotiation and conflict management
• Problem solving skills
• Interpersonal skills

Desirable

• A detailed understanding of a General Practice office environment
• Working knowledge of medical terminology
• An understanding of the GMS/PMS contract competency framework
• An understanding of the Practice clinical system

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Park Practice

Address

9 Broadwater Way

Eastbourne

East Sussex

BN22 9PQ

Employer's website

https://www.parkpractice.co.uk/ (Opens in a new tab)