BANK GP RECEPTIONIST

Job description

Job responsibilities

MAIN PURPOSE OF THE JOB

To contribute to the effective running of reception by receiving, assisting and directing patients to access the appropriate service or healthcare professional in a courteous, efficient and effective way. You will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via electronic means i.e. telephone or email.

You will also be required to amend your hours to cover what is needed by the practice. This may involve admin duties such as scanning, coding, summarising (this list is non-exhaustive)

JOB RESPONSIBILITIES

Opening & Closing the Practice at the start & end of a working day

Booking appointments for patients over the telephone and face to face

Dealing with patient enquiries and ensuring action is taken if needed

Receiving, monitoring and preparing repeat prescriptions for the Doctor to sign

Scanning letters and documents

Coding new diagnosiss, procedures and results using appropriate read codes

Liaising with solicitors and insurance companies that request medical reports/copies of medical records

Recording receipt of all payments

Booking minor surgery sessions and creating invoices for payment

To summarise new patient medical records

To prepare medical records deducted from the practice list for return to PCSE

To deal with home visit requests

To register new/temporary patients onto the computer system

To process patients change of address on the computer and to have knowledge of the practices catchment area

To check the telephone out of hours answerphone message is working and is correct at the end of a working day or when the practice is closed for staff training/meetings

To ensure security of all patient identifiable information, by locking away at the end of a working day

Communicating effectively with colleagues, patients and visitors

Working effectively with individuals from other agencies to meet patients needs

To familiarise yourself with the practice policies and procedures and to carry out your duties in accordance with these i.e. Emergency Procedures & Business Continuity Plans

To check emails on a daily basis and ensure appropriate action is taken.

To undertake such other tasks as may be required from time to time

Chaperoning for Clinicians during medical examinations and recording this in patient medical records

Defusing patient concerns to prevent a complaint being made

Informing patients about abnormal test results and what action is to be taken

Encouraging patients to use Online Services to book appointments, request repeat prescriptions and view their medical records

Discussing patient referrals with Doctors and creating referrals on the e-referral website or completing a specific referral form

Signposting patients to the most appropriate clinician or service depending on the patients medical needs

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 the 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

Make effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintain work areas in a tidy and safe way and free from hazards

Reporting potential risks identified to the Practice Manager or GP

EQUALITY & DIVERSITY

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:-

Acting in a way that recognises 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 that is welcoming to and of the individual, in non-judgemental and respects their circumstances, feelings, priorities and rights

Not discriminating against others because of their Age, Sex, Sexual orientation, Race, Religion, Marriage/Civil Partnership or Disability

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 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

Person Specification

Qualifications

Essential

• Excellent communication skills, with the ability to deal politely, calmly and professionally with patients both face to face and over the phone.
• Caring and approachable manner, with a genuine commitment to providing high quality patient service.
• Confident using computers and digital systems, including sending emails, using Microsoft Word and navigating clinical or administrative software (training will be provided).
• Ability to follow processes accurately, maintain confidentiality, and pay close attention to detail.
• Strong organisational skills, including the ability to prioritise tasks in a busy environment.
• Reliable and flexible, able to adapt to changing shift patterns when required to support the team.
• Team player, willing to support colleagues and contribute to a positive working environment.
• No formal qualifications required, but a willingness to learn and develop within the role is essential.

Desirable

• Ability to use Microsoft Excel, including entering data and basic spreadsheet management.
• Experience completing audits or working with data to support practice reporting and quality improvement.
• Familiarity with coding and summarising medical records within a GP practice or similar clinical setting.
• Experience using clinical IT systems (e.g. EMIS, Clarity Team net) training can be provided.
• Previous experience working in a GP surgery, healthcare setting, or customer facing role.
• Knowledge of NHS processes, confidentiality, and information governance requirements.

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

St Luke’s Surgery

Address

St Luke's Surgery

Pinfold Health Centre

Bloxwich

Walsall

WS3 3JP

Employer's website

https://www.nhs.uk/Services/gp/Overview/DefaultView.aspx?id=43582 (Opens in a new tab)