Job summary
We currently have a vacancy for a Medical Receptionist for a minimum of 27.5 hours per week. We are looking for a resilient, hardworking, enthusiastic, flexible person to join our professional team, who are willing to learn and offer ideas.
Excellent verbal communication, a can do attitude, and written communication skill, are a must as you will be dealing with the public both on the phone, face to face on the desk. Strong resilience is necessary, as you will encounter challenging behaviours. You must be able to accurately deal with patient data in line with Data Protection Legislation.
Main duties of the job
Premises
- Opening of premises, restoring telephones, answer phones, computers, etc, checking that the premises are in order. Ensure that all necessary preparations are made to receive patients.
- Ensuring that consulting rooms are fully stocked and equipped.
- Ensuring that consulting rooms are ventilated, etc, waiting room is left tidy, reception is tidy and messages left to enable a smooth hand over to other staff.
- Secure premises at the end of surgery, checking that windows are closed, etc, and security alarm set so that the premises are totally secure.
Reception:
- Greeting patients upon arrival, dealing with all queries, requests, booking appointments and all queries that arise.
- Taking down accurately all telephone requests from patients wishing to speak to, or see, a doctor, nurse, etc. and relaying in a timely, accurate manner.
- Enter patient information on to the computer as required.
- Advise patients of relevant charges for private services, accept payment and issue receipts for same.
About us
Green Porch Medical Centre is a leading healthcare facility dedicated to providing exceptional medical services to our community. Located in Sittingbourne, Kent, we have been delivering high-quality patient care for many years.
Our experienced and compassionate team of healthcare professionals is committed to ensuring the well-being and health of our patients. We offer a comprehensive range of medical services, including general health assessments, chronic disease management, preventive care, vaccinations, and more. At Green Porch Medical Centre, we prioritise personalised care, and our patient-centric approach reflects our dedication to meeting the unique needs of each individual.
As a trusted healthcare provider in our community, Green Porch Medical Centre is proud to serve our 8,000 plus patients.
Job description
Job responsibilities
Job Purpose
The purpose of this post is to help provide a smooth running reception area and efficient office systems for the benefit of patients, doctors, other staff members. Calm, friendly reception of patients & any other visitor to the practice is of prime importance patients & visitors should be made to feel welcome.
Requirements of the Post
- Resilience is key to this role due to high patient demand for our services, and challenging behaviours
- Ability to multitask under pressure
- Ability to use own judgement
- Be resourceful
- Work under pressure without direct supervision
- Have excellent communication skills
- Endless patience
- Be reliable and flexible
- Capable of performing accurately any function requested of them
- Confidentiality must be observed at all times
Organisational Relationships
The post-holder will work under the supervision of the Reception Manager and liaise with other members of the Reception Team. The post-holder will work strictly in accordance with practice administrative and clinical guidelines and protocols.
Communications & Working Relationships within the Practice
The post-holder should recognize the importance of effective communication within the Practice Team and will strive to
- Communicate effectively with other team members
- Communicate effectively with patients and carers.
- Recognize peoples needs for alternative methods of communication and respond accordingly
AREAS OF RESPONSIBILITY
- To work and function effectively as an integral part of the practice non-clinical team, interacting with both patients and colleagues in a professional manner at all times
- To undertake a range of duties and procedures according to skill, knowledge and competency
- Be able to clearly present the patients point of view to others
- Enable patients to access the appropriate health professional within the whole practice team
- To communicate factual information to patients and carers using sensitivity and tact
- To work under the supervision of the Reception Manager on a day to day basis.
- To be able to participate in basic life support procedures if required.
MAIN JOB TASKS
Reception
- Reception of patients consulting with members of the practice clinical team or private practitioners
- Answering patient queries
Telephone
- Have good working knowledge of telephone system/answerphone system during and out of hours
- Answer the telephone and operate the telephone system
- Answer patient queries
- Give investigation results after assessment by the relevant GP & adhering to confidentiality/disclosure policies
- Take messages for the practice team according to protocol
- Direct telephone calls to relevant practice team member
- Contact Hospitals on doctors request when seeking urgent hospital admission or consultant advice
- Contact pathology laboratory regarding investigation results when requested. Know current password
- Liaise with ambulance service for emergency transport requests or advance hospital transport bookings
Appointments/Home Visit Requests
- Have good working knowledge of operating computerised clinical appointment system including regular and incidental variations i.e. emergencies/leave/locums etc.
- Operate appointment systems for the practice team members for today and advance appointments
- Deal with requests for home visits according to protocol
- Report any problems to the Reception Manager
Repeat Prescribing
- Receive repeat prescription requests
- Process above requests on clinical computer system in accordance with practice protocol
- Ensure repeat prescriptions are prepared within the agreed turnover period
- Forward repeat prescriptions to pharmacy/home delivery scheme/nursing homes where appropriate
- Deal with repeat prescribing queries
- Be aware of prescription security arrangements
Registration
- Follow current registration guidelines i.e. open/closed list
- Distribute/receive correct paperwork i.e. questionnaires
- Register patients as necessary under rules for Immediately necessary/Temporary Resident
- Book new patient medicals where appropriate
Administration
- To have a thorough knowledge of all Practice procedures & policies
- Work in accordance with such procedures & policies
- Check patient records for BP and Smoking status in line with current guidelines flag notes where appropriate
- File hospital correspondence/investigation results in accordance with protocol
- Deal with Notes Please & action requests
- Fax & photocopy as necessary
- Action changes of address
- Deal with death notifications according to practice protocol
Computer
- Be aware of computer security at all times
- Log on and off at the beginning of your shift
- Know and operate the relevant backup procedures for the clinical system and appointment system
Complaints
- Know procedure of how to deal with a complaint
Significant Event Recording
- Record significant events according to protocol
Building Security
- Have working knowledge of alarm systems fire/intruder/panic alarms
- Know & operate open and close of day procedures
- Be aware of security at all times
Non NHS Practice
- Have working knowledge of Non NHS clients and services provided to them
- Book appointments for clients
- Have working knowledge of Non NHS Fees and advise patients/clients as appropriate
- Charge for Non-NHS services where appropriate
- Record income and issue receipt
- Pass client information to administrative team for invoicing where appropriate
Other Tasks
- Handling of pathology specimens in accordance with practice policy
- Receive vaccine deliveries and deal with appropriately
- Act as chaperone where requested by members of practice team
- Keep the reception office tidy
- Attendance at staff meetings
- Making tea & coffee
- Any other delegated duties considered appropriate to the post
Job description
Job responsibilities
Job Purpose
The purpose of this post is to help provide a smooth running reception area and efficient office systems for the benefit of patients, doctors, other staff members. Calm, friendly reception of patients & any other visitor to the practice is of prime importance patients & visitors should be made to feel welcome.
Requirements of the Post
- Resilience is key to this role due to high patient demand for our services, and challenging behaviours
- Ability to multitask under pressure
- Ability to use own judgement
- Be resourceful
- Work under pressure without direct supervision
- Have excellent communication skills
- Endless patience
- Be reliable and flexible
- Capable of performing accurately any function requested of them
- Confidentiality must be observed at all times
Organisational Relationships
The post-holder will work under the supervision of the Reception Manager and liaise with other members of the Reception Team. The post-holder will work strictly in accordance with practice administrative and clinical guidelines and protocols.
Communications & Working Relationships within the Practice
The post-holder should recognize the importance of effective communication within the Practice Team and will strive to
- Communicate effectively with other team members
- Communicate effectively with patients and carers.
- Recognize peoples needs for alternative methods of communication and respond accordingly
AREAS OF RESPONSIBILITY
- To work and function effectively as an integral part of the practice non-clinical team, interacting with both patients and colleagues in a professional manner at all times
- To undertake a range of duties and procedures according to skill, knowledge and competency
- Be able to clearly present the patients point of view to others
- Enable patients to access the appropriate health professional within the whole practice team
- To communicate factual information to patients and carers using sensitivity and tact
- To work under the supervision of the Reception Manager on a day to day basis.
- To be able to participate in basic life support procedures if required.
MAIN JOB TASKS
Reception
- Reception of patients consulting with members of the practice clinical team or private practitioners
- Answering patient queries
Telephone
- Have good working knowledge of telephone system/answerphone system during and out of hours
- Answer the telephone and operate the telephone system
- Answer patient queries
- Give investigation results after assessment by the relevant GP & adhering to confidentiality/disclosure policies
- Take messages for the practice team according to protocol
- Direct telephone calls to relevant practice team member
- Contact Hospitals on doctors request when seeking urgent hospital admission or consultant advice
- Contact pathology laboratory regarding investigation results when requested. Know current password
- Liaise with ambulance service for emergency transport requests or advance hospital transport bookings
Appointments/Home Visit Requests
- Have good working knowledge of operating computerised clinical appointment system including regular and incidental variations i.e. emergencies/leave/locums etc.
- Operate appointment systems for the practice team members for today and advance appointments
- Deal with requests for home visits according to protocol
- Report any problems to the Reception Manager
Repeat Prescribing
- Receive repeat prescription requests
- Process above requests on clinical computer system in accordance with practice protocol
- Ensure repeat prescriptions are prepared within the agreed turnover period
- Forward repeat prescriptions to pharmacy/home delivery scheme/nursing homes where appropriate
- Deal with repeat prescribing queries
- Be aware of prescription security arrangements
Registration
- Follow current registration guidelines i.e. open/closed list
- Distribute/receive correct paperwork i.e. questionnaires
- Register patients as necessary under rules for Immediately necessary/Temporary Resident
- Book new patient medicals where appropriate
Administration
- To have a thorough knowledge of all Practice procedures & policies
- Work in accordance with such procedures & policies
- Check patient records for BP and Smoking status in line with current guidelines flag notes where appropriate
- File hospital correspondence/investigation results in accordance with protocol
- Deal with Notes Please & action requests
- Fax & photocopy as necessary
- Action changes of address
- Deal with death notifications according to practice protocol
Computer
- Be aware of computer security at all times
- Log on and off at the beginning of your shift
- Know and operate the relevant backup procedures for the clinical system and appointment system
Complaints
- Know procedure of how to deal with a complaint
Significant Event Recording
- Record significant events according to protocol
Building Security
- Have working knowledge of alarm systems fire/intruder/panic alarms
- Know & operate open and close of day procedures
- Be aware of security at all times
Non NHS Practice
- Have working knowledge of Non NHS clients and services provided to them
- Book appointments for clients
- Have working knowledge of Non NHS Fees and advise patients/clients as appropriate
- Charge for Non-NHS services where appropriate
- Record income and issue receipt
- Pass client information to administrative team for invoicing where appropriate
Other Tasks
- Handling of pathology specimens in accordance with practice policy
- Receive vaccine deliveries and deal with appropriately
- Act as chaperone where requested by members of practice team
- Keep the reception office tidy
- Attendance at staff meetings
- Making tea & coffee
- Any other delegated duties considered appropriate to the post
Person Specification
Knowledge
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality.
Desirable
- - A detailed understanding of a healthcare office environment
- - Working knowledge of medical terminology
- - An understanding of the Practice clinical system
Skills
Essential
- - Excellent communication skills (Written and Oral)
- - IT skills
- - Time Management and the ability to work to deadlines
- - Negotiation and conflict management
- - Problem solving skills
- - Interpersonal skills
Personal qualities
Essential
- - Planning and organising
- - Excellent telephone manner
- - Performing under pressure
- - Ability to remain calm and use tact, sensitivity and diplomacy when handling difficult calls or requests
- - Friendly, positive and warm natured
- - Adaptability
- - Taking the initiative
- - Team working
- - Self-motivated
- - Flexibility
- - Resilient
Additional requirements
Essential
- - Ability and willingness to travel across sites
- - Maintains compliance with all statutory/mandatory training requirements
- - To contribute to a safe working environment for all through adherence to health and safety management systems
- - Support the services approach to equal opportunities, acting in line with the services equality and diversity policy
- - Participation in the services appraisal and personal development processes
Experience
Essential
- - Practical experience of working with others
- - Practical experience of dealing with challenging behaviours
- - Practical experience of working within a busy and fast paced office
- - Experience of using own initiative
Desirable
- - Experience of working in a reception role within a General Practice Office environment
- - Proficient in the use of Microsoft Office Suite within a work environment
- -Experience of working within the NHS
- -Experience working as an Admin/Reception within general practice
Qualifications
Essential
- Good or standard level of general education
Desirable
- European Computer Driving Licence (ECDL)
Person Specification
Knowledge
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality.
Desirable
- - A detailed understanding of a healthcare office environment
- - Working knowledge of medical terminology
- - An understanding of the Practice clinical system
Skills
Essential
- - Excellent communication skills (Written and Oral)
- - IT skills
- - Time Management and the ability to work to deadlines
- - Negotiation and conflict management
- - Problem solving skills
- - Interpersonal skills
Personal qualities
Essential
- - Planning and organising
- - Excellent telephone manner
- - Performing under pressure
- - Ability to remain calm and use tact, sensitivity and diplomacy when handling difficult calls or requests
- - Friendly, positive and warm natured
- - Adaptability
- - Taking the initiative
- - Team working
- - Self-motivated
- - Flexibility
- - Resilient
Additional requirements
Essential
- - Ability and willingness to travel across sites
- - Maintains compliance with all statutory/mandatory training requirements
- - To contribute to a safe working environment for all through adherence to health and safety management systems
- - Support the services approach to equal opportunities, acting in line with the services equality and diversity policy
- - Participation in the services appraisal and personal development processes
Experience
Essential
- - Practical experience of working with others
- - Practical experience of dealing with challenging behaviours
- - Practical experience of working within a busy and fast paced office
- - Experience of using own initiative
Desirable
- - Experience of working in a reception role within a General Practice Office environment
- - Proficient in the use of Microsoft Office Suite within a work environment
- -Experience of working within the NHS
- -Experience working as an Admin/Reception within general practice
Qualifications
Essential
- Good or standard level of general education
Desirable
- European Computer Driving Licence (ECDL)
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.