Patient Services Reception Advisor

Job description

Job responsibilities

In proactively managing an allocated reception desk and suite the post-holder’s role will include:

Reception Desk Management

· Meeting and greeting patients in a calm and professional manner and directing patients to the appropriate waiting areas.

· Booking and rescheduling appointments and informing patients of booked, cancelled or rescheduled appointments.

· Liaising with doctors and/or clinicians prior to booking patients’ appointments and telephone calls.

· Actively manage doctors’ phone lists to reduce the impact of unnecessary burdens.

· Receiving, making and diverting telephone calls and taking messages.

· Dealing with queries, problems, complaints and registering new patients in accordance with the Practice’s protocols, policies and procedures.

· Dealing with and responding to requests from doctors and clinicians.

· Co-ordinating administrative procedures, supporting medical examinations and, when required, be a chaperone.

· Dealing confidentially, efficiently and politely with enquiries arising from patients, or from other health professionals in respect of patients, both in person and on the telephone, and in particular enquiries regarding test results.

· Meeting the needs of patients and clinicians.

· Managing and checking patients’ urine specimen, height, weight and visual acuity and entering the results on the computer.

· Issuing forms and taking payments when applicable.

· Preparing, checking and tidying consultation rooms, treatment rooms and reception areas- including noticeboards and patient information leaflets; ensuring that consultation rooms are equipped and stocked ready for doctors and clinicians to receive patients.

· Ensuring the efficiency of appointment system and monitoring flow of patients into consulting and treatment rooms.

· Ensuring that patients without appointments, but who need 'urgent consultation', are when possible, seen in a logical and non-disruptive manner.

· Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover.

· Advising patients of the relevant charges for ‘non-paid for services’, taking payment and issuing receipts.

· Recording home visits on clinical system including all relevant information and where necessary refer to the Duty Doctor.

· Ensuring that requests for prescriptions are actioned in accordance with the Practice’s policies and procedures.

· Actioning and recording requests for other services including ambulance transportation and interpreters.

Management of Appointment System

· Ensuring total familiarity with the appointment system including regular and incidental variations.

· Booking appointments, single point of access requests and recalls; and ensuring sufficient information is recorded to retrieve medical records.

· Monitoring the effectiveness of the system and report any problems or variations required.

Administration Duties

· Updating the computer with relevant information.

· Updating the self-check in system when required.

· Checking & actioning cancellation line messages.

· Updating White Boards on a daily basis.

· Filing / checking notes / pulling notes when required.

· Sorting post, scanning and attaching documents to patient records.

· At the end of the evening surgery:

a) Checking and locking rooms

b) Securing the building at the end of the day.

c) Ensuring the car park is empty and locking gates.

d) Refilling doctors / nurses / examination rooms

Computers & Information Technology

In accordance with the Practice’s protocols, policies and procedures, the post-holder will:

· Manage and maintain patients’ electronic records in a timely and accurate manner.

· Maintain patients confidentiality at all times.

· Comply with all information management and information technology protocols and systems.

Person Specification

Knowledge

Essential

• Extensive knowledge of IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.

Desirable

• A good level of knowledge and understanding of the primary care sector and the healthcare sector.
• Extensive knowledge of working with GP clinical systems such SystmOne, Electronic Prescription Service.
• A good level of knowledge and understanding in respect of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
• A good level of knowledge and understanding of medical terminology

Experience

Essential

• At least 2 years recent experience in a similar role, either paid or unpaid, within either a healthcare, social care, or other patient/customer focused environment.
• Experience of working with IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• Evidence of having achieved personal and departmental objectives within the workplace.
• Experience of proactively and effectively managing phone calls/lists and requests from patients.

Desirable

• Experience of working with GP clinical systems such SystemOne, Electronic Prescription Service.
• Experience of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
• Experience of having been a Fire Marshal or Fire Warden.

Qualifications

Desirable

• At least 5 passes at GCSE Level, or equivalent, and/or a proven level of qualification acquired by experience in a similar role either paid or unpaid.
• An up-to-date Fire Marshal or Fire Warden Training Certificate, or a willingness to undertake such training and maintain such certification.
• An up-to-date Basic Life Support Certificate or a willingness to undertake such training and maintain such certification.

Skills

Essential

• Able to establish, maintain and develop effective communications across the Practice and with external organisations.
• Excellent ICT skills.
• High level literacy and numeracy skills with a passion for detail and accuracy.
• Discretion in the handling of sensitive and confidential information.
• Excellent interpersonal skills, able to build professional and personal credibility to gain the support of colleagues and external organisations.
• Excellent oral and written communication skills; able to engage effectively with a wide ranges of audiences.
• Excellent time management skills, capable of prioritising and managing competing demands and workloads.

Additional Requirements

Essential

• Reliable, dependable and maintain confidentiality
• Calm, well organised and methodical
• Demonstrates initiative, flexible, able to prioritise and meet deadlines
• Team worker and team player yet able to work by oneself
• Commitment to continuing professional development of self and others.
• Able to maintain the consistent delivery of high-quality services.
• Satisfactory completion of an enhanced check through the Vetting and Barring Service (this will be taken up if offered the post).
• Legal Right to work in the UK
• Hep B/MMR - vaccinated or willing to be vaccinated.
• A commitment to anti-discriminatory practices in employment, training and service delivery.
• An understanding of Health and Safety responsibilities.
• Flexibility in working hours.

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

Latham House Medical Practice

Address

Sage Cross Street

Melton Mowbray

Leicestershire

LE13 1NX

Employer's website

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