Job summary
We are a busy practice of about 15,000 patients in North East
Hackney. We are looking for a new Receptionist to join our existing team. This post is for a flexible team member who will work shifts allocated on a weekly basis between our opening hours to suit the needs of the practice. The practice is open: 8am-7.30pm Mondays-Fridays 10am-4pm Sundays. The successful applicant will need to be available to work any of these shifts and must be able to be flexible as required to work the 37.5 hours across the week - please bear this in mind when applying as it is a requirement of the post.
Applicants
must be flexible and be prepared to work overtime when other members of the
team are on leave. You will be the first point of contact for patients, providing
information, help and support to patients.
You will need good communication
skills, a friendly and helpful approach, good IT and data entry skills, an
ability to work in a busy environment under pressure, and you will need to be
reliable and punctual. Contracts will initially be on a 6 month probation
period with a view to a permanent contract thereafter. This role requires shift
work on a rota basis to cover core hours - working patterns will include 8am -
5pm and 11am - 8pm and possibly weekends so you must be willing to work these
shifts and only apply if you can commit to full time hours of 37.5 hours per
week.
Main duties of the job
To provide and maintain a high level of service to
both practice staff and patients
To ensure effective communication between
reception staff and clinicians, in particular when patients are distressed or unwell
To ensure that an effective and efficient reception service is provided to
patients and any other visitors to the practice
To answer telephone enquiries,
take messages and maintain good communication processes within the practice
To
take and relay messages and information correctly for all surgery staff
To
provide patients with all appropriate information regarding services provided
in the practice
To promote a positive image to visitors and callers by
maintaining a high standard of personal appearance and attitude and by dealing
with enquiries in a professional and polite manner
To greet and direct patients
appropriately to the correct service
About us
This 3 partner, APMS (Alternative
Personal Medical Services) has a steadily growing list size of c. 15,400
patients. The practice merged in recent years with another local practice and
has undertaken extensive change, including a relocation to its present location
on Stamford Hill. The practice has a clear vision to deliver high quality care.
The practice has a very good reputation for patient care and accessibility. The
practices are committed to high quality care, with consistently high Quality
and Outcomes Framework (QOF) achievement and have clear vision and very good
reputations. The practice is an equal opportunities employer. There is a strong
team ethos within the practices and it is very important to the partners that
this is maintained and developed. The practices are very comfortable places of
work, with good teams of friendly staff. There is a relaxed atmosphere at the
surgery and the environment is very pleasant to work in.
Job description
Job responsibilities
Duties and Responsibilities:
The duties and responsibilities to be undertaken
by members of the practice administration team may include any or all of the
items in the following list. Duties may
be varied from time to time under the direction of the Reception Manager, Deputy
Practice Manager, Operations manager or Practice manager, dependent on current
and evolving practice workload and staffing levels:
Patient
Navigation Front and back reception
- Putting the needs of patients first at all
times.
- Opening up and locking-up of Practice premises
and maintaining security in accordance with Practice protocols.
- Making, changing and cancelling appointments
for patients.
- Maintaining and monitoring the Practice
appointments system
- Processing requests for home visits and
telephone consultations.
- Ensuring those requesting appointments are
directed to the appropriate healthcare professional for their specific
medical problem.
- Scanning of incoming documents accurately and
in a timely manner into the patient records.
- Processing and distributing incoming (and
outgoing) post/mail
- Accessing the practice NHS email account and
processing emails.
- Issuing repeat prescriptions according to
practice guidelines.
To provide and maintain a high
level of service to both practice staff and patients;
- To ensure
effective communication between reception staff and clinicians, in
particular when patients are distressed or unwell;
- To ensure that an effective and efficient reception service is
provided to patients and any other visitors to the practice;
To keep accurate and detailed records
of petty cash transactions;
To receive cash payments from patients and record appropriately in the receipt book;
- To advise patients of relevant charges for private (non General
Medical Services) services, accept payment and issue receipts for same.
To ensure all item of service claims
are made correctly and appropriately;
- Taking messages and passing on information.
- Filing and retrieving prescriptions, paperwork
and medical records when required.
- Assisting patients with registering at the
practice, completing applications to register accurately and adding
details accurately on the spine.
- Telephoning patients when requested to invite
them in for review.
- Responding to requests from patients, other
team members and other healthcare providers.
- Sharing in the running of the reception
meeting, on occasion chairing, taking minutes and filing minutes for
follow up of actions.
- Providing clerical assistance to the team
including filing, photocopying and scanning.
To attend relevant training,
when required;
To adhere to practice policies,
local and national guidelines.
Administration support
- To manage QOF
chronic disease recalls and book appointments for patients in line with
contractual requirements. Ensuring
patients attend appointments.
- Maintain up to date
diary entries so patients are recalled at appropriate intervals in line
with Practice protocols
- To provide
administrative support to all members of the Practice team including
running searches, sending appointment letters, phoning patients.
- Assigning and
monitoring of pathology results and documents.
- Process eye
screening results via EMIS template ensuring practice meets KPI target.
- Work closely with
the GP IT lead and Practice Manager to design and develop new searches,
protocols, and templates for use in the Clinical IT system (EMIS Web).
- To process e-referral for patients and book appointment for them
Medical records
support
- Photocopying insurance medicals and reports, and maintaining
records and files thereof
- To establish and maintain filing and
administrative systems so that written or computer information is easily
accessible and secure.
- To retrieve medical records and assist the
completion of medical/insurance records.
- File patient records and correspondence in
patient medical records.
Culling
and sorting patient records and letters in preparation for summarising
- Reviewing medical records and producing an
accurate summary of the patients medical history.
- Filing and retrieving paperwork
- To
sort and distribute accordingly any correspondence and records received in
the weekly delivery from Primary Care Support England (PCSE)
- To
ensure medical records requested for return to PCSE are retrieved and
dealt with in the appropriate manner
Scanning duties
- Sort and date
stamp all incoming patient-related mail.
- Scan
patient-related documents onto their medical record using read codes as
agreed by the clinical team
- Add any
additional information about the source of the document
- Forward the
document to the EZ Doc coder or to the Dr or person who is most
appropriate to receive the information following agreed procedures
- Ensure
incoming letters are scanned onto the patient record within agreed
timescales
- Scan all
internal paper documents on to the relevant patients record and then
store the documents in line with surgery procedures.
Scanning to include Coding
- Identify
relevant clinical information contained in patient correspondence
- Code or free
text the clinical information on to the patient record
- Deal with
queries relating to coding
Organisational duties
- Ordering, re-ordering and monitoring of
stationery and other clinical and cleaning supplies
- Clearing and re-stocking of consulting rooms
as required/requested
- Dealing with clinical waste
- Provision of refreshments for staff and
visitors as required; loading and emptying the dishwasher and keeping the
kitchen area clean and tidy
- Keeping the reception area, notice-boards and
leaflet dispensers tidy and free from obstructions and clutter
Premises
- To clear rooms after surgeries;
- To open up premises at the start of the day when first to arrive,
de-activate alarm and make all necessary preparations to receive patients;
- When last to leave at the end of the day, to ensure that the
building is totally secured, internal lights are off and the alarm
activated.
- Turn off lights and air conditioning units
Job description
Job responsibilities
Duties and Responsibilities:
The duties and responsibilities to be undertaken
by members of the practice administration team may include any or all of the
items in the following list. Duties may
be varied from time to time under the direction of the Reception Manager, Deputy
Practice Manager, Operations manager or Practice manager, dependent on current
and evolving practice workload and staffing levels:
Patient
Navigation Front and back reception
- Putting the needs of patients first at all
times.
- Opening up and locking-up of Practice premises
and maintaining security in accordance with Practice protocols.
- Making, changing and cancelling appointments
for patients.
- Maintaining and monitoring the Practice
appointments system
- Processing requests for home visits and
telephone consultations.
- Ensuring those requesting appointments are
directed to the appropriate healthcare professional for their specific
medical problem.
- Scanning of incoming documents accurately and
in a timely manner into the patient records.
- Processing and distributing incoming (and
outgoing) post/mail
- Accessing the practice NHS email account and
processing emails.
- Issuing repeat prescriptions according to
practice guidelines.
To provide and maintain a high
level of service to both practice staff and patients;
- To ensure
effective communication between reception staff and clinicians, in
particular when patients are distressed or unwell;
- To ensure that an effective and efficient reception service is
provided to patients and any other visitors to the practice;
To keep accurate and detailed records
of petty cash transactions;
To receive cash payments from patients and record appropriately in the receipt book;
- To advise patients of relevant charges for private (non General
Medical Services) services, accept payment and issue receipts for same.
To ensure all item of service claims
are made correctly and appropriately;
- Taking messages and passing on information.
- Filing and retrieving prescriptions, paperwork
and medical records when required.
- Assisting patients with registering at the
practice, completing applications to register accurately and adding
details accurately on the spine.
- Telephoning patients when requested to invite
them in for review.
- Responding to requests from patients, other
team members and other healthcare providers.
- Sharing in the running of the reception
meeting, on occasion chairing, taking minutes and filing minutes for
follow up of actions.
- Providing clerical assistance to the team
including filing, photocopying and scanning.
To attend relevant training,
when required;
To adhere to practice policies,
local and national guidelines.
Administration support
- To manage QOF
chronic disease recalls and book appointments for patients in line with
contractual requirements. Ensuring
patients attend appointments.
- Maintain up to date
diary entries so patients are recalled at appropriate intervals in line
with Practice protocols
- To provide
administrative support to all members of the Practice team including
running searches, sending appointment letters, phoning patients.
- Assigning and
monitoring of pathology results and documents.
- Process eye
screening results via EMIS template ensuring practice meets KPI target.
- Work closely with
the GP IT lead and Practice Manager to design and develop new searches,
protocols, and templates for use in the Clinical IT system (EMIS Web).
- To process e-referral for patients and book appointment for them
Medical records
support
- Photocopying insurance medicals and reports, and maintaining
records and files thereof
- To establish and maintain filing and
administrative systems so that written or computer information is easily
accessible and secure.
- To retrieve medical records and assist the
completion of medical/insurance records.
- File patient records and correspondence in
patient medical records.
Culling
and sorting patient records and letters in preparation for summarising
- Reviewing medical records and producing an
accurate summary of the patients medical history.
- Filing and retrieving paperwork
- To
sort and distribute accordingly any correspondence and records received in
the weekly delivery from Primary Care Support England (PCSE)
- To
ensure medical records requested for return to PCSE are retrieved and
dealt with in the appropriate manner
Scanning duties
- Sort and date
stamp all incoming patient-related mail.
- Scan
patient-related documents onto their medical record using read codes as
agreed by the clinical team
- Add any
additional information about the source of the document
- Forward the
document to the EZ Doc coder or to the Dr or person who is most
appropriate to receive the information following agreed procedures
- Ensure
incoming letters are scanned onto the patient record within agreed
timescales
- Scan all
internal paper documents on to the relevant patients record and then
store the documents in line with surgery procedures.
Scanning to include Coding
- Identify
relevant clinical information contained in patient correspondence
- Code or free
text the clinical information on to the patient record
- Deal with
queries relating to coding
Organisational duties
- Ordering, re-ordering and monitoring of
stationery and other clinical and cleaning supplies
- Clearing and re-stocking of consulting rooms
as required/requested
- Dealing with clinical waste
- Provision of refreshments for staff and
visitors as required; loading and emptying the dishwasher and keeping the
kitchen area clean and tidy
- Keeping the reception area, notice-boards and
leaflet dispensers tidy and free from obstructions and clutter
Premises
- To clear rooms after surgeries;
- To open up premises at the start of the day when first to arrive,
de-activate alarm and make all necessary preparations to receive patients;
- When last to leave at the end of the day, to ensure that the
building is totally secured, internal lights are off and the alarm
activated.
- Turn off lights and air conditioning units
Person Specification
Qualifications
Essential
- Educated to GCSE O level or equivalent.
- Qualification in English
Desirable
- NVQ in customer care
- Trained in the use of Clinical systems used in General Practice and Microsoft packages
Experience
Essential
- Experience of office and admin/clerical work.
- Experience of reception duties.
Desirable
- Experience of working with clinical staff.
- Experience of working within the NHS or other health care setting
Person Specification
Qualifications
Essential
- Educated to GCSE O level or equivalent.
- Qualification in English
Desirable
- NVQ in customer care
- Trained in the use of Clinical systems used in General Practice and Microsoft packages
Experience
Essential
- Experience of office and admin/clerical work.
- Experience of reception duties.
Desirable
- Experience of working with clinical staff.
- Experience of working within the NHS or other health care setting
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.