Job summary
Invicta Health are looking for a Receptionist to join the friendly team at East Cliff Practice on a part time basis, working 20 hours per week.
Interviews will be held 29th Nov - 1st Dec
The role will be based at East Cliff Practice, The Montefiore Medical Centre, Dumpton Park Dr, Ramsgate CT11 8AD
Main duties of the job
As an Administrative Receptionist, you will provide an important role in supporting the practice team with the day to day running of the practice by undertaking a variety of general and clinical administration duties. You will act as the first point of contact for patients contacting the practice, and work effectively to receive, assist, and direct them in accessing the appropriate healthcare professional or service in a courteous manner ensuring confidentiality. You will provide a welcoming, friendly, and positive image to patients and visitors either in person, via email or via the telephone, portraying the practice in the highest possible professional basis.
About us
East Cliff Practice is based in Ramsgate with its historic harbour and attractive coastline, close to the continent and on the high speed rail link to London. Our neighbours are the traditional seaside towns of Broadstairs with its blue flag beaches, and Margate, home to the Turner centre and eclectic Old Town area.
Our long-established and friendly practice offers a supportive training environment dedicated to team working, professional development, communication and holistic care.
East Cliff Practice is part of Invicta Health, a non-profit company, with a passion for primary care. We have a wide range of services such as hub-based GPs services, GP surgeries, services in Urgent Care Centres and A&E, a Community Primary Care mental health service, GP staff training service and the list is growing all the time.
We are formed by a federation of General Practitioners working in Canterbury and South Kent Coast areas of East Kent. Our aim is to provide local, high quality services for local people by collaborating with other established organisations in the health and social care community.
What perks can we offer you?
- NHS Pension
- Learning and Development opportunities
- Progression opportunities
- Competitive annual leave entitlement
- Incremental pay progression
- Flexible working
- Approved blue light card provider
- Salary Sacrifice Schemes
- Company Car Scheme
- Employee Assistance Programme
Job description
Job responsibilities
Front Desk
- Tend to the front desk ensuring to greet patients and visitors on their arrival to the practice in a welcoming manner.
- Ensure all patients and visitors to the practice are signed in and directed to the relevant waiting area.
- Inform the relevant host for example, the GP, Nurse or Practice Manager of any patients or visitors arrival.
- Accept payments and issue receipts for non-NHS services.
- Support the Clinicians with booking ambulances/appropriate transport for patients according to protocols when required.
- Assist patients with requests for Blood Forms, Urine Forms and Xray forms, printing where necessary.
- Receive samples from patients, refusing those that have not been requested and/or expected.
- Keep the reception area, noticeboards, and leaflet dispensers clean, tidy and free from obstructions and clutter.
- Support in ensuring the reception area remains a calm environment for all. Politely and safely addressing any disruptive behaviours, escalating to management where appropriate.
Registrations and Appointments
- Process registrations both regular and temporary ensuring complete information and appropriate ID.
- Book in, amend and cancel general (GP/Nurse), clinic (Flu), QOF, Special Allocation Services (SAS) and third party (Physio) patient appointments in line with practice appointment procedures, ensuring coding is completed where necessary and optimum efficiency of the appointment system.
- Monitor the incoming E-Consult messages booking an appropriate appointment or directing to the most appropriate department.
- Monitor the 111 clinical screen and directing as appropriate.
- Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols.
- Ensure that patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary.
- Chaperone patients and visitors when requested by line manager.
Prescriptions and Certificates
- Receive and process prescription requests accurately and in accordance with practice guidelines under the instruction of the Prescription Clerk and/or Pharmacist.
- Raise any prescription queries with the appropriate lead including status check of whether it has been issued and where it is.
- Processing and handling of Cremation Forms and Death Certificates, informing required departments and accurately documenting details of passing.
Advice and guidance
- Provide advice (non-medical) and contact details of third-party services to patients as required. For example, suggesting a patient contact the Urgent Mental Health Team.
- Respond to and/or redirect all general enquiries, explaining procedures where necessary and processing paperwork where required.
- Process referrals for the District Nurse.
- Action EMIS tasks and DOCMAN workflow in a timely manner.
Communication
- Answer incoming telephone calls in a timely and professional manner, ensuring calls are documented and actioned and/or redirected as appropriate.
- Communicate with GPs, Nurses, and the Clinical Team as necessary including passing information across to processed, chasing documentation, results, and appointment information.
- Communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.
- Liaising with GP/Clinicians, forwarding concerns, chasing for samples, letters, prescriptions and other paperwork.
- Monitor the reception email account and action any requests needed, raising any urgent enquiries to your line manager where relevant
Data Handling
- Document information received from patients or third-party agencies, accurately on EMIS. For example, urgent blood results from path labs, patients home blood pressure readings and any urgent referral advise provided to them.
- Undertake manual and electronic filing and retrieving of paperwork ensuring up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
Equipment and stock control
- Efficient filling of sample pots, testing kits, appointment cards, registration paperwork and other necessary aids.
- Clearing and re-stocking stationery items in work areas as required ensuring low stock levels are reported to the relevant leads and ensuring a clear desk policy.
- Safely accept and record receipt of any vaccine/medication deliveries, ensuring safe storage of items and informing relevant departments.
- Pack specimens ready for collection by the local hospital.
Miscellaneous
- Opening and locking up of practice premises (where needed) and maintaining security in accordance with practice protocols at all times.
- Keep up to date with any new guidance and changes within the team.
- Supporting in the training of new reception team members.
- Complete any special duties as outlined by your line manager.
Job description
Job responsibilities
Front Desk
- Tend to the front desk ensuring to greet patients and visitors on their arrival to the practice in a welcoming manner.
- Ensure all patients and visitors to the practice are signed in and directed to the relevant waiting area.
- Inform the relevant host for example, the GP, Nurse or Practice Manager of any patients or visitors arrival.
- Accept payments and issue receipts for non-NHS services.
- Support the Clinicians with booking ambulances/appropriate transport for patients according to protocols when required.
- Assist patients with requests for Blood Forms, Urine Forms and Xray forms, printing where necessary.
- Receive samples from patients, refusing those that have not been requested and/or expected.
- Keep the reception area, noticeboards, and leaflet dispensers clean, tidy and free from obstructions and clutter.
- Support in ensuring the reception area remains a calm environment for all. Politely and safely addressing any disruptive behaviours, escalating to management where appropriate.
Registrations and Appointments
- Process registrations both regular and temporary ensuring complete information and appropriate ID.
- Book in, amend and cancel general (GP/Nurse), clinic (Flu), QOF, Special Allocation Services (SAS) and third party (Physio) patient appointments in line with practice appointment procedures, ensuring coding is completed where necessary and optimum efficiency of the appointment system.
- Monitor the incoming E-Consult messages booking an appropriate appointment or directing to the most appropriate department.
- Monitor the 111 clinical screen and directing as appropriate.
- Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols.
- Ensure that patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary.
- Chaperone patients and visitors when requested by line manager.
Prescriptions and Certificates
- Receive and process prescription requests accurately and in accordance with practice guidelines under the instruction of the Prescription Clerk and/or Pharmacist.
- Raise any prescription queries with the appropriate lead including status check of whether it has been issued and where it is.
- Processing and handling of Cremation Forms and Death Certificates, informing required departments and accurately documenting details of passing.
Advice and guidance
- Provide advice (non-medical) and contact details of third-party services to patients as required. For example, suggesting a patient contact the Urgent Mental Health Team.
- Respond to and/or redirect all general enquiries, explaining procedures where necessary and processing paperwork where required.
- Process referrals for the District Nurse.
- Action EMIS tasks and DOCMAN workflow in a timely manner.
Communication
- Answer incoming telephone calls in a timely and professional manner, ensuring calls are documented and actioned and/or redirected as appropriate.
- Communicate with GPs, Nurses, and the Clinical Team as necessary including passing information across to processed, chasing documentation, results, and appointment information.
- Communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.
- Liaising with GP/Clinicians, forwarding concerns, chasing for samples, letters, prescriptions and other paperwork.
- Monitor the reception email account and action any requests needed, raising any urgent enquiries to your line manager where relevant
Data Handling
- Document information received from patients or third-party agencies, accurately on EMIS. For example, urgent blood results from path labs, patients home blood pressure readings and any urgent referral advise provided to them.
- Undertake manual and electronic filing and retrieving of paperwork ensuring up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
Equipment and stock control
- Efficient filling of sample pots, testing kits, appointment cards, registration paperwork and other necessary aids.
- Clearing and re-stocking stationery items in work areas as required ensuring low stock levels are reported to the relevant leads and ensuring a clear desk policy.
- Safely accept and record receipt of any vaccine/medication deliveries, ensuring safe storage of items and informing relevant departments.
- Pack specimens ready for collection by the local hospital.
Miscellaneous
- Opening and locking up of practice premises (where needed) and maintaining security in accordance with practice protocols at all times.
- Keep up to date with any new guidance and changes within the team.
- Supporting in the training of new reception team members.
- Complete any special duties as outlined by your line manager.
Person Specification
Qualifications
Essential
- Good level of education including competent levels of numeracy and literacy
Experience
Essential
- Understand the importance of maintaining patient and data confidentiality.
- Able to use judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations.
- Experience of setting up and maintaining effective administrative filling systems
- Experience of work involving regular and accurate data inputting
Desirable
- Knowledge of office management systems and procedures
- Experience of working with Microsoft packages including, word, excel and power point
- Experience of working with EMIS and DOCMAN
- Previous administration experience within a medical environment
- Knowledge and understanding of the National Health Service
Key Skills
Essential
- Able to communicate effectively and collaboratively across varied disciplines.
- Able to work in a well-organised and professional manner, maintaining concentration and accuracy
- Able to manage conflicting priorities
- Possess an aptitude for dealing with potentially difficult or demanding situations.
- Good telephone manner
Person Specification
Qualifications
Essential
- Good level of education including competent levels of numeracy and literacy
Experience
Essential
- Understand the importance of maintaining patient and data confidentiality.
- Able to use judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations.
- Experience of setting up and maintaining effective administrative filling systems
- Experience of work involving regular and accurate data inputting
Desirable
- Knowledge of office management systems and procedures
- Experience of working with Microsoft packages including, word, excel and power point
- Experience of working with EMIS and DOCMAN
- Previous administration experience within a medical environment
- Knowledge and understanding of the National Health Service
Key Skills
Essential
- Able to communicate effectively and collaboratively across varied disciplines.
- Able to work in a well-organised and professional manner, maintaining concentration and accuracy
- Able to manage conflicting priorities
- Possess an aptitude for dealing with potentially difficult or demanding situations.
- Good telephone manner
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.
