Job summary
The Whickham Practice have a vacancy for a Medical Receptionist to join our very busy practice team. We are looking for someone enthusiastic, hard- working and conscientious. You must have good customer service skills, empathy and enjoy working within a team. Main aspects of the role are to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
The successful applicant will be required to work between the hours of 8.00am 7.30pm on a rota basis. Flexibility is an essential requirement as you may be required to cover annual leave or sickness absence. The post is part-time - number of hours to be negotiated.
Previous medical reception experience is preferred.
Main duties of the job
Main Duties and Responsibilities.
Able to work at a fast pace dealing with patients on the telephone and front desk.
Able to use own initiative and also work as part of a team.
Ability to learn new systems quickly.
Respond to all queries and requests for assistance from patients and visitors.
Provide excellent customer service.
Must be able to multitask and respond positively to change.
Ensure reception, and waiting areas are kept neat and tidy
Ensure that all telephone calls are answered efficiently and effectively in a professional manner.
Demonstrate the core values of the practice.
Be flexible as may be required to cover for sickness, holidays etc.
An understanding, acceptance and adherence to the need for strict confidentiality.
About us
We are a single site practice working from a purpose built surgery and we look after approximately 15,800 patients. Our team comprises of 5 partners, 4 salaried doctors, a paediatric advanced nurse practitioner, practice nurses, health care assistants a phlebotomist, a GP assistant and well supported by a full complement of highly experienced administrators and reception staff. We are also a member of Gateshead Inner West PCN and are able to share a frailty nurses, social prescribing link workers, physiotherapists, pharmacists with 4 other PCN practices.
We use the EMIS Web clinical system, our document management team code incoming information and we have one of the highest numbers of patients in the area using online services.
As a Practice we encourage and support staff development.
Job description
Job responsibilities
WHICKHAM PRACTICE
JOB DESCRIPTION
Job Title: Medical Receptionist
Reports to: Reception Supervisors Purpose of Post:
Act as point of contact for patients and a focal point of communication between patients, doctors and other staff.
Organisational Chart:
GPs Practice Manager Assistant Practice Manager Reception Supervisors Receptionists
The Whickham Practice has 5 full-time partners, 2 GP registrar and 4 salaried GPs. There are 5 nurses, 2 health care assistants, 1 phlebotomist, a GP assistant and 25 ancillary staff who look after approximately 15,800 patients.
Main Duties:
1.General Reception Duties
Respond promptly and politely to all requests for assistance from patients and visitors.
Explain practice services to new patients, temporary residents and people requiring emergency necessary treatment. Register patients recording all relevant details accurately and comprehensively on the EMIS computer system.
Receive specimens from patients and carry out relevant administrative duties
Advise patients of relevant charges for private medical services. Accept payment and issue receipts.
Log requests for home visits on to the computer appointment system, include all relevant information. Refer requests for urgent visits to the Duty Doctor in line with written protocol.
Accept and record requests for prescriptions from patients. Forward requests to Data Processing Clerk ensuring prescriptions will be available for collection within 48 hours. Process written requests for repeat prescriptions and cover prescription line during periods of absence.
Action requests for ambulance transport, record all relevant details on computer and email request to ambulance headquarters. When required contact ambulance department to request urgent ambulances in line with practice policy.
Scan incoming correspondence on to EMIS computer system in line with practice guidelines.
Answer patient enquiries for test results following the practice protocol.
Update patients electronic record to record any communication requesting further information regarding the patient.
2.Appointments System
Maintain total familiarity with all appointment systems operating within the Practice including requests for regular and urgent appointments, nurse appointments and appointments with associated staff.
Maintain efficient operation of appointments system, monitor flow of patients into consulting rooms and treatment rooms. Inform patients of any delays, relevant of any changes to the appointment situation.
Monitor effectiveness of appointments system and ensure all variations or problems are reported and resolved immediately.
Print off surgery lists to enable any relevant patient information to be prepared in readiness for their appointment.
Adjust surgeries and rearrange patient appointments as required.
3.Medical Records
Check that medical records and computer summaries are available for the doctor in instances of urgent consultations and requests for home visits.
Maintain accurate filing system in line with practice policy.
Maintain accurate registration information on patient computer and manual records i.e. changes of address etc.
4.Operation of Telephone System
Receive and make telephone calls as required in line with Reception Guidelines.
Take and forward messages in line with Reception and Practice guidelines.
Change answer phone message as required in line with practice guideline.
7.Data Entry
Update medical record templates to record information such as smoking status etc.
Record receipt of insurance forms, solicitors reports and requests for patient MRCs
8.Start and End of Day Procedures
Prepare Reception in readiness for the Surgery being open for patients.
9.Any other delegated duties considered appropriate to the post.
Specific duties carried out by individual/named Receptionists i.e. DNAs, petty cash, Company Medicals etc
This List is not exhaustive.
Your position brings you into contact with information which is personal and confidential. Under no circumstances must this information be discussed or divulged. A breach of confidentiality is a dismissable offence.
Job description
Job responsibilities
WHICKHAM PRACTICE
JOB DESCRIPTION
Job Title: Medical Receptionist
Reports to: Reception Supervisors Purpose of Post:
Act as point of contact for patients and a focal point of communication between patients, doctors and other staff.
Organisational Chart:
GPs Practice Manager Assistant Practice Manager Reception Supervisors Receptionists
The Whickham Practice has 5 full-time partners, 2 GP registrar and 4 salaried GPs. There are 5 nurses, 2 health care assistants, 1 phlebotomist, a GP assistant and 25 ancillary staff who look after approximately 15,800 patients.
Main Duties:
1.General Reception Duties
Respond promptly and politely to all requests for assistance from patients and visitors.
Explain practice services to new patients, temporary residents and people requiring emergency necessary treatment. Register patients recording all relevant details accurately and comprehensively on the EMIS computer system.
Receive specimens from patients and carry out relevant administrative duties
Advise patients of relevant charges for private medical services. Accept payment and issue receipts.
Log requests for home visits on to the computer appointment system, include all relevant information. Refer requests for urgent visits to the Duty Doctor in line with written protocol.
Accept and record requests for prescriptions from patients. Forward requests to Data Processing Clerk ensuring prescriptions will be available for collection within 48 hours. Process written requests for repeat prescriptions and cover prescription line during periods of absence.
Action requests for ambulance transport, record all relevant details on computer and email request to ambulance headquarters. When required contact ambulance department to request urgent ambulances in line with practice policy.
Scan incoming correspondence on to EMIS computer system in line with practice guidelines.
Answer patient enquiries for test results following the practice protocol.
Update patients electronic record to record any communication requesting further information regarding the patient.
2.Appointments System
Maintain total familiarity with all appointment systems operating within the Practice including requests for regular and urgent appointments, nurse appointments and appointments with associated staff.
Maintain efficient operation of appointments system, monitor flow of patients into consulting rooms and treatment rooms. Inform patients of any delays, relevant of any changes to the appointment situation.
Monitor effectiveness of appointments system and ensure all variations or problems are reported and resolved immediately.
Print off surgery lists to enable any relevant patient information to be prepared in readiness for their appointment.
Adjust surgeries and rearrange patient appointments as required.
3.Medical Records
Check that medical records and computer summaries are available for the doctor in instances of urgent consultations and requests for home visits.
Maintain accurate filing system in line with practice policy.
Maintain accurate registration information on patient computer and manual records i.e. changes of address etc.
4.Operation of Telephone System
Receive and make telephone calls as required in line with Reception Guidelines.
Take and forward messages in line with Reception and Practice guidelines.
Change answer phone message as required in line with practice guideline.
7.Data Entry
Update medical record templates to record information such as smoking status etc.
Record receipt of insurance forms, solicitors reports and requests for patient MRCs
8.Start and End of Day Procedures
Prepare Reception in readiness for the Surgery being open for patients.
9.Any other delegated duties considered appropriate to the post.
Specific duties carried out by individual/named Receptionists i.e. DNAs, petty cash, Company Medicals etc
This List is not exhaustive.
Your position brings you into contact with information which is personal and confidential. Under no circumstances must this information be discussed or divulged. A breach of confidentiality is a dismissable offence.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths.
Desirable
- NVQ level 2 or 3 in business admin.
- Use of EMIS computer software.
Experience
Essential
- Excellent customer service skills.
- Keyboard and computer skills.
- Ability to use own judgement and make decisions
- Excellent communication skills.
- Ability to prioritise work.
- An understanding, acceptance and adherence to the need for strict confidentiality.
- Ability to use own judgement and common sense.
- Displays positive and professional attitude.
- Ability to work as part of an integrated, multi-skilled team.
- Pleasant and articulate.
- Able to work under pressure.
- Flexibility of working hours/able to work at the desired times
- Dealing with the public/patients.
Desirable
- Experience of working in a public reception environment
- Use of EMIS computer software.
- Ability to work without direct supervision and determine own workload priorities
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths.
Desirable
- NVQ level 2 or 3 in business admin.
- Use of EMIS computer software.
Experience
Essential
- Excellent customer service skills.
- Keyboard and computer skills.
- Ability to use own judgement and make decisions
- Excellent communication skills.
- Ability to prioritise work.
- An understanding, acceptance and adherence to the need for strict confidentiality.
- Ability to use own judgement and common sense.
- Displays positive and professional attitude.
- Ability to work as part of an integrated, multi-skilled team.
- Pleasant and articulate.
- Able to work under pressure.
- Flexibility of working hours/able to work at the desired times
- Dealing with the public/patients.
Desirable
- Experience of working in a public reception environment
- Use of EMIS computer software.
- Ability to work without direct supervision and determine own workload priorities
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
