Receptionist (Patient Coordinator)

Job description

Job responsibilities

Responsibilities

For Patients:

• Booking appointments face to face and over the phone, undertaking non-clinical triage, and ensuring patients are booked with the right person, in the right place, at the right time.
• Act as first point of contact for patient complaints, attempting resolution before escalating to the Surgery Manager/Deputy Manager.
• Checking patients in for appointments and directing them to the appropriate waiting area.
• Receiving and recording requests for home visits, DN visits, and telephone consultations, and taking messages.
• Giving test results to patients or following up when necessary.
• Completing RIP forms.
• Taking and processing Med3 requests.
• Completing appropriate ELight consultations for patients unable to complete an online consultation themselves, to avoid exclusion.
• Processing and allocating 111 requests.
• Accessing and processing tasks, prioritizing any urgent requests received.
• Processing any urgent laboratory requests received by phone.
• Liaising with care/residential homes to arrange tests or appointments.
• Contacting laboratories to chase, query, or request tests.
• Arranging home visits.
• Assisting patients with general enquiries.

For GPs and the Practice:

• Opening, date-stamping, and distributing post external and internal mail.
• Accessing online consultations and signposting to the right person, place, and time, taking appropriate actions.
• Contacting patients on the doctors behalf to arrange follow-ups, prescription collections, and test results.
• Ordering ambulances as required by GPs.
• Filing prescriptions and recording in the pharmacy book.
• Receiving and recording payments for medicals, insurances, overseas visitors, etc., and filing GP letters.
• Filling envelopes for mailings and printing practice leaflets, new patient questionnaires, change of address forms, etc.
• Monitoring surgeries and clinics.
• Ensuring incoming receptionists are notified of relevant information and outstanding matters.
• Clearing consulting rooms and leaving them tidy for the next surgery.
• Ensuring the post tray is cleared every evening.
• Being aware of practice protocols and taking part in their regular updating.
• Cancelling and amending appointments when clinical staff are absent due to sickness.
• Attending practice training events and completing mandatory training.

For Visiting Consultants, Health Professionals, and Visitors:

• Greeting visitors, asking them to sign the visitors book, informing relevant staff, and directing them to the appropriate location.
• Adding patient lists to visiting consultants on the practice computer system.
• Checking patients in and directing them to the relevant waiting area, staying updated on room usage during each shift.
• Assisting patients and visiting consultants with general enquiries.
• Passing on correct contact information when patients enquire about external clinics.
• Taking deliveries or directing them to the relevant department.

Safeguarding:

Whitstable Medical Practice is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults; and expects all staff and post holders to share this commitment by understanding their role in effective safeguarding.

Person Specification

Qualifications

Essential

• Minimum Grade C GCSE or equivalent in English Language and Maths or equivalent qualification.

Desirable

• Administration qualification

Experience

Essential

• Previous experience of reception, administration and general office work.
• Experience of working in a customer service environment.
• Experience of working as part of a team.

Desirable

• Experience of dealing with the general public.
• Previous experience of working in a primary care setting or NHS.
• Knowledge of EMIS or other clinical systems.

Skills and Abilities

Essential

• Ability to communicate effectively with people at all levels by telephone, in writing and face to face.
• Accuracy and attention to detail.
• Excellent organisation skills with the ability to multi-task.
• Ability to problem solve and use initiative.
• Ability to keep calm under pressure.
• Able to work well as part of a team.
• Tact, diplomacy and sensitivity.
• Ability to deal with sensitive issues and maintain strict confidentiality.
• Reliability and flexibility.
• Strong IT skills including Microsoft packages.

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

Whitstable Medical Practice

Address

Estuary View Medical Centre

Boorman Way

Whitstable

Kent

CT5 3SE

Employer's website

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