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Medical Receptionist

Essex Lodge SurgeryLondon

15 days ago

Job type

Temporary

Job description

Job summary

The purpose of the role is to :

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the reception area, including the provision of clerical support to clinical staff and other members of the practice team. Call and recall.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Please see attached Job descrption for details.

About us

Essex LodgeSurgery is situated within NHS Newham ClinicalCommissioning Group (CCG). The practice is a member of the Newham CentralPrimary Care Network (PCN).

Currentlythe practice provides services to approximately 17,500+ patients under aPersonal Medical Services (PMS) Contract.

The practicehas been a GP training and teaching practice since 1985, having two GP trainersand GP registrars. The practiceprovides training to medical students from theQueen Mary University of London and also medical students from Kings CollegeLondon. Training and development aretherefore an important part of the practices ethos.

Job description

Job responsibilities

Duties and responsibilities :

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the practice manager / partners, dependent on current and evolving practice workload and staffing levels :

Maintaining and monitoring the practice appointments system
Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
Process appointment requests for today / future appointment from patients in person
Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Deal with home visit requests
Ensure 2 week wait referral are emailed as soon as you receive them, completed tracker and file
Ensure 2 week wait folder if checked on a daily basis
Patient notes and correspondence :
Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible.
Ensure that all new patients are registered onto the computer system promptly and accurately
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed
Where possible check the contact details for patients, address, contact numbers and recording next of kin details and carers
Process patients requests for change of address and contact numbers
Enter patient information on to the computer as required
Processing and distributing incoming (and outgoing) mail
Taking messages and passing on information
Managing the surgerys generic email accounts, dealing with requests and forwarding relevant message to other members staff when required
Help promote NHS Friends and Family Questionnaires and other initiatives set by CCG and NHS England.
Scanning correspondence with accuracy in patients electronic medical records
Filing and retrieving paperwork
Processing repeat prescriptions in accordance with practice guidelines
Handing completed repeat prescription to patients, checking names and addresses
Computer data entry / data allocation and collation; processing and recording information in accordance with practice procedures
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Providing clerical assistance to practice staff as required from time to time, including word / data processing, filing, photocopying and scanning
Monitoring of stationery and other supplies to ensure order requests are placed to maintain adequate stock
Provision of refreshments for staff and visitors as required
Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.

Confidentiality :

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & safety :

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include :

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, free from hazards

Actively reporting health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training (minimum annually)

Reporting potential risks identified

Demonstrate due regard for safeguarding and promoting the welfare of vulnerable adults and children

Equality and diversity :

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include :

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal / professional development :

The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include :

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and / or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Ensuring mandatory training is undertaken when required to do so.

Quality :

The post-holder will strive to maintain quality within the practice, and will :

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources

Communication :

The post-holder should recognise the importance of effective communication within the team and will strive to :

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services :

The post-holder will

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audits where appropriate

Flexibility :

This job description is not intended to be an exhaustive description of every duty performed by the receptionist, but rather a guide to the type and nature of the duties. In Essex Lodge Surgery, flexibility in the duties undertaken and the hours worked are essential to achieve the objectives of a smooth running practice.

The post holder is required to carry out any duties that fall within the scope of this role, that may reasonably be requested by the Partners or the Practice Manager and that relate to the efficiency and smooth running of the Practice.

Person Specification

Behaviours

Essential

Smart, uniform provided

Polite and confident

Performing under pressure

Team working

Desirable

Flexibility

Time Keeping

Skills

Essential

Excellent communication skills, clear and polite telephone manner.

Time management and the ability to work to deadlines

Problem solving skills

Desirable

Good IT skills

Qualifications

Essential

Good standard of general education

GCSE English C or above

Desirable

AMSPAR Receptionist certificate

NVQ Level -3

Experience

Essential

Must have experience of working within General Practice and using EMIS

Desirable

Experience of reception work in a GP Practice

Experience of working with the general public

IT Clinical System

Essential

Must have knowledge of Emis Web Clinical System

Desirable

Good IT Skill