Job summary
A Patient Support Team Receptionist/Admin is
responsible for making the initial patient contact an effective one whether at
the front desk or via telephone. This is
by receiving, assisting, signposting patients in accessing the appropriate
service or healthcare professional in a courteous, efficient and professional manner.
S/he will also provide support to clinical colleagues. As the first point of contact
it is essential s/he projects a positive and friendly image to patients and
other visitors, either in person or via the telephone.
Main duties of the job
Duties include answering telephones promptly and professionally, signposting patients to the appropriate staff member or service, coordinating and processing home visit requests, and providing face-to-face assistance to patients at reception. The role also involves carrying out a full range of reception and administrative duties, ensuring tasks are completed accurately and efficiently in line with practice procedures.
About us
Linden Road Surgery is made up of a team of doctors, nurses, a pharmacy team, and a full complement of administrative staff.
We are a friendly, proactive, and hardworking team who support one another in delivering high-quality patient care.
We are looking for a new team member who will complement and strengthen these qualities.
Job description
Job responsibilities
- Opening up the surgery you will be responsible for de-activating the alarm, un-locking the main doors and follow check-list of duties in the morning
- Replenishing baskets at front desk with urine/stool pots and FIT Tests.
- Marking patients as arrived for appointments.
- Monitor patient queues, dealing with patient queries, collection of blood forms, urine samples, private letters, deliveries, couriers etc. You will be required to deal with frustrated and angry patients in a calm, empathetic and courteous manner.
- Closing down the surgery, locking main doors/windows, ensuring all doors are closed, switching off computers/fans/heaters, changing door names, emptying shredding bins and tidying reception waiting area in preparation for the next day,
- Answering the telephones, in an efficient and timely manner.
- Sign-posting patients to the relevant department or clinician; i.e GP telephone triage, F2F, Physio, Pharmacist, Pharmacist Admin, Practice Nurse, Flu Clinic, Cryo/Minor ops, directing patients to website for Med3s or SystemConnect.
- Dealing with home visit requests.
- Taking urgent results via the hospital path lab, completing the Ardens template and informing duty doctor.
- Receiving death notifications from family members/paramedics/care homes and following protocol with a calm and empathetic manner.
- Initiating CREM Forms and assisting funeral directors with relevant paperwork.
- Identifying and utilising the Paramedics/Physio/ENT Clinics via the PCN Hub.
- You will keep abreast of notifications, emails and Teamnet updates on a daily basis as the business is ever changing.
- Completing the initial process and responding to the patient, enabling PST to then signpost to relevant GP/Nurse/Pharmacist/Admin - whilst reacting to red flags.
SystmOne on-line:
- Assisting patients to access the on-line service, whether this is over the telephone or in person, ensuring patient identification has been confirmed.
- Allowing access for parents to the under 16s.
Results/Letters & miscellaneous tasks:
- Communicating test results via SMS, letter or telephone call, ensuring red flags are dealt with in a timely manner.
- Hospital letters same process as above.
- Actioning miscellaneous tasks set by GP. This could include printing and posting blood/stool/urine forms, FIT kits and Med3s.
- Postage for the surgery, including franking and delivering to the post office. Topping up the funds on the Franking machine.
Clinics:
- Where needed, cancelling a high number of appointments/clinics due to sickness/rota changes, sometimes at very short notice. Ensuring urgent appointments are re-booked in a timely manner.
- Moving appointments to alternative clinics due to staff absences.
- Booking clinics using S1 waiting lists, i.e Cryo/Minor Ops/Sphere.
- Supporting clinicians that are working remotely with their administration.
Expectations:
This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any other reasonable duties which may be requested from time-to-time. You will also be expected to work additional hours where the business requires this, ie. annual leave and sickness cover.
Job description
Job responsibilities
- Opening up the surgery you will be responsible for de-activating the alarm, un-locking the main doors and follow check-list of duties in the morning
- Replenishing baskets at front desk with urine/stool pots and FIT Tests.
- Marking patients as arrived for appointments.
- Monitor patient queues, dealing with patient queries, collection of blood forms, urine samples, private letters, deliveries, couriers etc. You will be required to deal with frustrated and angry patients in a calm, empathetic and courteous manner.
- Closing down the surgery, locking main doors/windows, ensuring all doors are closed, switching off computers/fans/heaters, changing door names, emptying shredding bins and tidying reception waiting area in preparation for the next day,
- Answering the telephones, in an efficient and timely manner.
- Sign-posting patients to the relevant department or clinician; i.e GP telephone triage, F2F, Physio, Pharmacist, Pharmacist Admin, Practice Nurse, Flu Clinic, Cryo/Minor ops, directing patients to website for Med3s or SystemConnect.
- Dealing with home visit requests.
- Taking urgent results via the hospital path lab, completing the Ardens template and informing duty doctor.
- Receiving death notifications from family members/paramedics/care homes and following protocol with a calm and empathetic manner.
- Initiating CREM Forms and assisting funeral directors with relevant paperwork.
- Identifying and utilising the Paramedics/Physio/ENT Clinics via the PCN Hub.
- You will keep abreast of notifications, emails and Teamnet updates on a daily basis as the business is ever changing.
- Completing the initial process and responding to the patient, enabling PST to then signpost to relevant GP/Nurse/Pharmacist/Admin - whilst reacting to red flags.
SystmOne on-line:
- Assisting patients to access the on-line service, whether this is over the telephone or in person, ensuring patient identification has been confirmed.
- Allowing access for parents to the under 16s.
Results/Letters & miscellaneous tasks:
- Communicating test results via SMS, letter or telephone call, ensuring red flags are dealt with in a timely manner.
- Hospital letters same process as above.
- Actioning miscellaneous tasks set by GP. This could include printing and posting blood/stool/urine forms, FIT kits and Med3s.
- Postage for the surgery, including franking and delivering to the post office. Topping up the funds on the Franking machine.
Clinics:
- Where needed, cancelling a high number of appointments/clinics due to sickness/rota changes, sometimes at very short notice. Ensuring urgent appointments are re-booked in a timely manner.
- Moving appointments to alternative clinics due to staff absences.
- Booking clinics using S1 waiting lists, i.e Cryo/Minor Ops/Sphere.
- Supporting clinicians that are working remotely with their administration.
Expectations:
This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any other reasonable duties which may be requested from time-to-time. You will also be expected to work additional hours where the business requires this, ie. annual leave and sickness cover.
Person Specification
Qualifications
Essential
- Excellent communication skills are essential.
- Ability to work both independently and as part of a team.
- Able to work effectively under pressure when required
Desirable
- Knowledge of SystmOne would be desirable, but not essential.
- Previous face-to-face customer service experience would be advantageous
Person Specification
Qualifications
Essential
- Excellent communication skills are essential.
- Ability to work both independently and as part of a team.
- Able to work effectively under pressure when required
Desirable
- Knowledge of SystmOne would be desirable, but not essential.
- Previous face-to-face customer service experience would be advantageous
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.
