About this role
Job summary
This role provides general assistance to the practice team and projects a positive and friendly image to patients and other visitors, either in person or via the telephone.
Receptionists provide a first point of contact for patients and as such are required to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, sympathetic, professional and efficient and effective way. The administration duties are vital in keeping the practice running efficiently.
Main duties of the job
The role will include answering general patient queries via telephone, in person and via online services, booking appointments for patients, alongside signposting patients to other appropriate services, processing prescriptions, registering patients, scanning and coding clinical letters, general office duties, liaising with other agencies, assisting the clinical team with administration duties, and some secretarial duties such as completing referrals.
About us
The practice is based on the outskirts of Norwich with approximately 6900 patients registered. We have a variety of clinical staff including GP's, nurses, HCA, Phlebotomist, Physician Assistant, and pharmacists. The administrations team consists of the management team, receptionists, administrators and secretarial staff. Both the clinical team and administration team work very closely together to ensure the practice runs smoothly. The practice also hosts Medical students and GP registrars and is actively involved in research.
We actively support staff wellbeing with regular events such as special themed lunches and social events and our proud of our positive work ethic.
Job description Job responsibilities Reception
Receiving patients, consulting with members of practice team Handing completed repeat prescriptions to patient and checking names and address. Be able to cover all reception positions as necessary Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed. Advise patients of relevant charges for private services, accept payment and issues receipts. Respond to all queries and requests for assistance from patients and visitors. Ensure that requests for repeat prescriptions are actioned where possible within 48 hours. Action requests for ambulance transportation as appropriate and book where necessary Ensure reception and waiting areas are kept neat and tidy. Appointments
To ensure efficiency of appointment system and monitor flow of patients into consulting rooms. Process appointment requests for today/future appointments from patients by telephone and in person. Ensure that patients without appointments but need urgent consultations are seen in a logical and non-disruptive manner. Enter requests for home visits onto computer as they are phoned in, including all relevant information and, where necessary, refer to the Duty Doctor. Ensure total familiarity with all appointment systems in use, including regular and incidental variations. Monitor effectiveness of the system and report any problems or variations required Computer
Using the computer when appropriate to access and extract patient information. Registrations of new patients computer data entry and medical records Process patients changes of address computer data and medical records (have knowledge of practice area) Process repeat prescription requests in accordance with practice guidelines Keeping your assigned computer area clean and report any problems when they arise.
Operation of Telephone system
Have working knowledge of telephone system, during and after hours Receive and make calls as required. Divert calls and take calls as appropriate Ensure that full details of all incoming calls are correctly logged including signature of person receiving the call when messages are passed on. Cover for telephonist when necessary Ensure that the system is operation at the beginning of each day and switched over to the out of hours service at the end of the days surgeries.
Administration
Scanning and coding patient documents and information To have a thorough knowledge of all practice procedures To work in accordance with written protocols Retrieve and re-file information/records as required, ensuring that strict filing procedures are adhered to Ensure correspondence, reports, results etc. are filed in correct order either electronically or manually as required. Fax and photocopy as requested Complete audits/reports as requested by team Patient registrations Safeguarding Administration Other Tasks
Clear rooms after surgeries where appropriate Adhere to the practice guidance in relation to the building ensuring building security have thorough knowledge of doors/windows/alarm and personnel safety. As required make tea and coffee for doctors and staff and ensure that the kitchen area is kept clean and tidy, loading dishwasher at the end of the day and emptying dishwasher after use. Training team members Any other tasks allocated by managers
Person Specification
Qualifications Essential
GCSE grade A-C / 4-9 in English and Maths Experience working with the public / Customer Service
Desirable
Experience within a healthcare setting Knowledge of using System One Customer service / Administration qualifications
Experience Essential
Customer Services / Administration
Knowledge and skills Essential
Good Customer Service Skills High standard of communication in person, on telephone and in writing Problem Solver Team Player, but also able to work independently Good IT skills / knowledge
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 Prospect Medical Practice
Address 95 Aylsham Road
Norwich
NR3 2HW
United Kingdom
Employer's website https://www.prospectmedicalpractice.nhs.uk/ (Opens in a new tab)