Medical Receptionist

Job description

Job responsibilities

JOB SUMMARY

• To be responsible, with the other receptionists, for the interface between the practice and the general public, particularly the patients of the practice, and to ensure that all enquires, face to face and telephone are efficiently and politely dealt with.

• To work co-operatively as part of the administration team communicating clearly with and assisting colleagues to ensure the smooth running of the reception and administration area.

• To make sure that all administrative tasks are carried out promptly and accurately as an essential component of helping the doctors and the Practice nurse and other professionals linked with the Practice, to provide the best possible service to our patients.

• To make sure the surgery premises, especially the Reception and waiting area, are welcoming and kept tidy and infection control policy is adhered to.

SERVICE TO PATIENTS

As a Receptionist working in a busy Practice you have a special position of trust and responsibility. Your attitude to patients and the impression you make are of prime importance to the Practice. Part of the Practice ethos is to provide a courteous and caring service to all our patients at all times.

We aim to provide high quality medical care for all our registered patients, regardless of race, colour, ethnic or national origins, age, gender, ability, sexuality, employment status, mental health status, homelessness, class, HIV status or religion.

KEY RESPONSIBILITIES AND DUTIES

1. To open the premises (if requested) and to be a key holder for this purpose only. To report any inclement weather conditions that could affect patients using the surgery to the Senior Receptionist.
2. To welcome and direct patients and visitors to the Practice promptly and politely.
3. To be responsible, with other Reception staff, for booking and cancelling appointments using the computerised system.
4. To answer the phone promptly (maximum of 5 rings) politely and clearly and ensure accurate messages are relayed, for example, inputting requests for home visits onto the computer and relaying urgent messages to doctors or other staff.
5. To ‘pull’, check and distribute patient notes to doctors/nurse in advance of cancellations if requested. To ensure any notes used for consultation are filed away in strict alphabetical order in upstairs record room.
6. To answer general enquiries and explain surgery procedures, for example, sample drop-off at reception, both face to face and on the telephone.
7. To deal with ‘queries’, telephone hospitals when requested, book support services, for example, transport, interpreter and follow up appointments as requested by GPs or senior practice staff.
8. To take details for registration of new patients (using form) and prepare repeat prescriptions (including nursing homes) according to Practice guidelines.
9. To ensure that Reception, consulting rooms and waiting room are kept tidy, stocked with stationery, free from hazards and ready for use by incoming colleagues as necessary.
10. To provide cover for absent colleagues on occasion (in addition to core hours) and to work in a flexible way as part of a team, as directed by Senior Receptionist, Practice Manager or GP Partners. Reasonable notice will be given where possible if cover is required.
11. To identify, with Senior Receptionist, Practice Manager any training needs and to be prepared to attend courses when necessary. To liaise closely with colleagues and to ask if unsure about any duties requested to undertake. To attend Practice meetings as requested.
12. Making tea/ coffee for GPs, other staff and visitors as requested.
13. To undertake general administrative tasks, as directed, including posting mail (if requested) and to be prepared to train for other administrative tasks, for example, scanning medical letters if requested. To report and record any concerns to Senior Receptionist.
14. To participate in surgery appraisal system. To ensure that any performance issues are highlighted with the Senior Receptionist, Practice Manager or GP partners at an early stage so that they can be addressed.
15. To become competent in the use of the EMIS clinical system software and Front Desk for appointments; especially in dealing with appointments, registration & prescription ordering.
16. To participate in Reception team duty rota for extended hours (early morning and Saturday morning surgeries) and 8-8 cover (after18.30) as requested. Advanced warning of these sessions will be given. This cannot be unreasonably refused.
17. To undertake mandatory training including CPR, Infection Control and Safeguarding Adults, Children & Young People. To follow the Practice safeguarding policy reporting any suspicion of abuse to the Practice safeguarding lead, duty GP or Practice Manager immediately.
18. To undertake on-line training (modules are suggested) using the Blue Stream training package provided by the surgery. Time may be allocated to undertake some of this training in-house or staff may choose to undertake it in their own time using their unique log-in/password.
19. To observe the Practice policy on confidentiality and disclosure of information and embrace the Practice philosophy to treat all patients and visitors with respect and tolerance in accordance with equal opportunities.
20. Any other duties appropriate to the post as required by Senior Receptionist, Practice Manager or GP Partners.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Experience

Essential

• Experience of working with the general public both face-to-face and over the telephone

Desirable

• Experience of working in a healthcare setting
• Experience of using EMISweb, AccuRx and Docman

Skills

Essential

• Excellent communication skills (written and oral)
• Excellent IT skills
• Clear, polite telephone manner
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Personal qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Understanding of, and able to adhere to, strict confidentiality rules
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Able to use own initiative and work without direct supervision
• Ability to work under pressure

Employer details

Employer name

The New Surgery, Chesham

Address

Chess Medical Centre

260-290 Berkhampstead Road

Chesham

Bucks

HP5 3EZ

Employer's website

https://www.newsurgerychesham.nhs.uk/ (Opens in a new tab)