Job summary
To ensure that patients are assisted
courteously, efficiently and with empathy, and to support other members of the
practice team in order that we may provide a caring and efficient service to
the patients.
To
act as the first point of call for patients at the practice; receiving and
directing them, answering their enquiries and where appropriate directing to
other services.
Working 37.5 hours per week, must be able to work occasional Saturdays.
Main duties of the job
Receiving and Directing Patients
Operation of Telephone System
Administrative Duties
Patient Records
About us
Whaddon Healthcare is an innovative, well established CQC rated
Outstanding GP Practice which also provides a range of specialist Community
Services including Cardiology, Respiratory, Gynaecology and BLMK Long Covid
Service.
We work over two purpose-built sites in Bletchley with a list size of 22,000
and growing.
Job description
Job responsibilities
The duties of
the role are detailed below:
1.
Receiving and Directing Patients
- Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
- Provide help to patients with general enquiries, and assist them to make appointments, using the online appointment system.
- Receive, record, and accurately pass on messages via email or the clinical system.
- Answer telephone calls promptly in a polite and professional directing callers as appropriate.
- Provide clear information about practice procedures, appointment systems, and accessing services.
- Advise patients on approximate waiting times and of any unexpected delays.
- Book patient transport when the patient is unable to do so.
- Book interpreters for patients when needed.
- To take in fees from patients where applicable and issue receipts.
- To give patients any forms / referral letters that are waiting for collection checking ID.
- Receive and appropriately escalate patient concerns or complaints while maintaining empathy and professionalism.
2.
Operation of Telephone and Triage System (SystmConnect)
- Answer
incoming calls and make outgoing calls as required.
- Assist
patients via the patient triage system.
- Ensure
phones are answered promptly monitoring the incoming calls.
- Ensure that system is
operational at the beginning of each day
3.
Administrative Duties
- Register new patients, ensuring accurate data entry onto the clinical system.
- Update patient contact details and ensure records remain accurate.
- To post outgoing letters at the end of each shift.
- To undertake photocopying as needed, including photocopying patients notes when required.
- Call patients for recall and data collection purposes and correctly record data in patients medical record.
- Ensuring that there is always a supply of the practice leaflet available at reception.
- Make up registration packs (GMS1 & New Patient Health Check Form).
- Complete tasks via SystmOne or relevant clinical/document systems.
- Complete tasks assigned via reception clipboard.
- Email referrals and support the referral process as requested by clinical team.
4.
Patient Records
- To
assist with tagging of new patients medical records prior to summarisation,
requesting old medical records from patient services when they do not arrive in
a timely fashion.
- Request
missing medical records from patient services when required.
- To
assist with the scanning or patient related documents when the workload
requires it.
5.
Start and End of Day Procedures
-
At
the start of the day, make all necessary preparation to receive patients
- To
ensure that the reception area is tidy and ready for use by staff the next day.
- To
tidy the waiting area i.e. collect magazines etc at the end of morning and
evening surgery.
- To
update the room allocation board with staff locations for the following day
-
Secure
premises at the end of the day, ensure the Practice corridor is totally secured
(windows & doors locked/lights out etc)
6. General Tasks
-
To ensure confidentiality is always maintained.
-
Chaperone for the GPs if requested to do so.
- Support colleagues and contribute to positive
teamwork.
-
To attend team meetings when scheduled
-
To contribute to team working within the practice,
offering support to, and seeking support from colleagues wherever possible
-
To participate in appraisals and PDP (Personal
Development Plan) and team training opportunities
-
To promote equality of opportunity for both staff and
patients, reflecting the fact that the practice operates in, and is part of, a
diverse community.
- To help
cover for colleagues who are absent, or provide additional hours or take on
additional duties in times of pressure/crisis.
Job description
Job responsibilities
The duties of
the role are detailed below:
1.
Receiving and Directing Patients
- Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
- Provide help to patients with general enquiries, and assist them to make appointments, using the online appointment system.
- Receive, record, and accurately pass on messages via email or the clinical system.
- Answer telephone calls promptly in a polite and professional directing callers as appropriate.
- Provide clear information about practice procedures, appointment systems, and accessing services.
- Advise patients on approximate waiting times and of any unexpected delays.
- Book patient transport when the patient is unable to do so.
- Book interpreters for patients when needed.
- To take in fees from patients where applicable and issue receipts.
- To give patients any forms / referral letters that are waiting for collection checking ID.
- Receive and appropriately escalate patient concerns or complaints while maintaining empathy and professionalism.
2.
Operation of Telephone and Triage System (SystmConnect)
- Answer
incoming calls and make outgoing calls as required.
- Assist
patients via the patient triage system.
- Ensure
phones are answered promptly monitoring the incoming calls.
- Ensure that system is
operational at the beginning of each day
3.
Administrative Duties
- Register new patients, ensuring accurate data entry onto the clinical system.
- Update patient contact details and ensure records remain accurate.
- To post outgoing letters at the end of each shift.
- To undertake photocopying as needed, including photocopying patients notes when required.
- Call patients for recall and data collection purposes and correctly record data in patients medical record.
- Ensuring that there is always a supply of the practice leaflet available at reception.
- Make up registration packs (GMS1 & New Patient Health Check Form).
- Complete tasks via SystmOne or relevant clinical/document systems.
- Complete tasks assigned via reception clipboard.
- Email referrals and support the referral process as requested by clinical team.
4.
Patient Records
- To
assist with tagging of new patients medical records prior to summarisation,
requesting old medical records from patient services when they do not arrive in
a timely fashion.
- Request
missing medical records from patient services when required.
- To
assist with the scanning or patient related documents when the workload
requires it.
5.
Start and End of Day Procedures
-
At
the start of the day, make all necessary preparation to receive patients
- To
ensure that the reception area is tidy and ready for use by staff the next day.
- To
tidy the waiting area i.e. collect magazines etc at the end of morning and
evening surgery.
- To
update the room allocation board with staff locations for the following day
-
Secure
premises at the end of the day, ensure the Practice corridor is totally secured
(windows & doors locked/lights out etc)
6. General Tasks
-
To ensure confidentiality is always maintained.
-
Chaperone for the GPs if requested to do so.
- Support colleagues and contribute to positive
teamwork.
-
To attend team meetings when scheduled
-
To contribute to team working within the practice,
offering support to, and seeking support from colleagues wherever possible
-
To participate in appraisals and PDP (Personal
Development Plan) and team training opportunities
-
To promote equality of opportunity for both staff and
patients, reflecting the fact that the practice operates in, and is part of, a
diverse community.
- To help
cover for colleagues who are absent, or provide additional hours or take on
additional duties in times of pressure/crisis.
Person Specification
Qualifications
Essential
- Education to GCSE level, NVQ level 2 (or equivalent)
Experience
Essential
- Previous Reception or Call Centre experience.
- Experience working in an environment with direct contact with the public.
- Experience with database systems
Desirable
- Experience in a GP Practice or Health Care Organisation
Person Specification
Qualifications
Essential
- Education to GCSE level, NVQ level 2 (or equivalent)
Experience
Essential
- Previous Reception or Call Centre experience.
- Experience working in an environment with direct contact with the public.
- Experience with database systems
Desirable
- Experience in a GP Practice or Health Care Organisation
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.
