Receptionist

Job description

Job responsibilities

Roundwood Park Medical Centre

Medical Receptionist Job Description

Summary:

Reception staff are the first point of contact for patients and visitors to the practice, whether face to face or over the telephone. The impressions that you make and the work you do are essential to the smooth running of the practice as a whole.

We expect that as part of our reception team you will assist patients with their queries promptly, courteously and professionally and do so with a caring and compassionate approach, respecting the sensitive and confidential nature of the information you work with.

Your role is to work closely with your team members to provide an efficient, effective reception and administration service to the practice, supporting the clinical team in providing excellent patient care.

Key working relationships:

· Doctors (GP partners, salaried GPs, GP registrars)

· Practice manager

· Senior administrator

· Reception team

· Medical students

Front desk duties:

· Open and close practice when required, maintaining security

· Receive and welcome patients and visitors promptly and courteously

· Handle general enquiries, escalating to appropriate person if needed

· Deal with telephone enquiries, taking messages if required

· Register new patients following practice registration procedure

· Receive and deal with letters and deliveries. Distribute as appropriate and follow protocols.

· Deal with outgoing letters and hospital courier collections

· Record all sums of money taken in using petty cash system

I.T. duties

Use of the EMIS Web clinical information system:

· Book and manage patient appointments

· Manage incoming eConsults

· Create and action tasks

· Manage prescription requests according to protocol

· Monitor EMIS workflow

· Complete patient registration – online and face to face & update patient details

· Action patient referrals through the ERS system and manage inter-practice referrals

· Use software associated with EMIS WEB e.g. GP2GP, EPS, patient access when needed

Email:

· Monitor personal NHS mail and practice NHS mailboxes

· Action and direct incoming emails

Use of the Docman document management system:

· Scan and workflow correspondence received by practice

· Action the Docman workflow tasks that have been sent to the reception team

· Ensure that the above tasks remain up to date on daily basis

Medical Record Management:

· Coding information into patient records

· Maintain paper medical records held by surgery including filing records.

· Prepare copy records as requested – including electronic format and photocopying of paper records

· Manage incoming patient records and perform patient deduction duties including preparing outgoing records for PCSE (rotational duty)

Other rotational duties:

· Monitor fridge temperature in clinical rooms (rotational duty)

· Change server backup tape and record (rotational duty)

· Check stock held in reception and clinical rooms (rotational duty)

General duties:

The post holder is expected to:

· Be flexible to cover colleagues in their absence including short notice cover for sickness. This may result in longer working hours or different days to normal working days (reimbursement for agreed additional hours worked will be made)

· Attend staff meetings

· Ensure reception area remains tidy

· Communicate information regarding unsolved or urgent problems to colleagues

· Liaise with external bodies e.g. local hospital departments or district nurses to obtain patients’ results and follow up appointments

· Contact patients - ‘recalling’ - for tests or appointments due

· Participate in Care Quality Commission (CQC) preparation work and Quality Outcomes Framework (QOF) work when required

· Action requests for transport/translators/ambulances etc

Note: The above is not intended to be an exhaustive list of duties and as there may be alterations or additions commensurate with the range of activities describe above. Applicants should also refer to the full job description attached. 

Person Specification

Qualifications

Essential

• 5 GCSEs or equivalent at grades A-C, including English.

Desirable

• AMSPAR receptionist or other recognised qualification
• Customer service training
• NVQ in health & social care

Experience

Essential

• Experience of dealing with members of the public in a customer care role

Desirable

• Previous experience working in a GP practice or similar NHS role
• Experience working in an administrative role
• Experience working in a reception role
• Experience of working in a busy, pressured environment

Knowledge/ Skills

Essential

• Strong computer literacy and keyboard skills
• Competent in the use of Microsoft office and outlook
• Excellent telephone manner
• Excellent interpersonal and communication skills written and verbal
• Effective time management

Desirable

• Experience of using EMIS Web
• Experience of using DOCMAN
• Excellent Microsoft office and outlook skills

Personal Qualities

Essential

• Polite and professional
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an team
• Motivated, enthusiastic and positive
• Resilient and able to work well under pressure

Desirable

• Able to work in a changing environment
• Problem solving and analytical skills

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

Roundwood Park Medical Centre

Address

Willesden Centre For Health & Care

Robson Avenue

London

NW10 3RY

Employer's website

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