About this role
Job summary
Invicta Health has an exciting opportunity for a Receptionist to join the team on a part time basis, 30 hours per week.
Working pattern: Monday 9.5 hours, Tuesday 5.5 hours, Thursday 5.5 hours, Friday 9.5 hours
We reserve the right to close this vacancy early if we receive sufficient applications for the role.
Main duties of the job
As a 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
Invicta Health is 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 Car Lease 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 positive 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.
Book ambulances/appropriate transport for patients according to protocols.
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) and third party (Physio)patient appointments in line with practice appointment procedures, ensuring optimum efficiency of the appointment system.
Monitor the incoming online consultation platform, booking any 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 are pointed to the appropriately care stream (We are no longer able to ask patients to call back another day).
Once you have completed the mandatory chaperone training, you will be required to support the chaperoning of patients during their GP appointments as and when requested. This may include being present for intimate examinations.
Prescriptions and Certificates
Process prescription requests appropriately and in accordance with practice guidelines.
Patients should be advised of the 72-hour processing timeframe, and requests should be signposted to Anima, the NHS App, or submitted using a paper form available from reception.
Review and action any prescription queries, including checking the status of whether a prescription has been issued and where it is within the process. Where appropriate, navigate or signpost the query to the relevant team.
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 all general enquiries, explaining procedures where necessary and process associated 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 appropriately.
Communicate with GPs, Nurses, and the Clinical Team as necessary including passing information across to be processed, chasing documentation, results, and appointment information.
Communicate professionally 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, action concerns, chasing for samples, letters, prescriptions and other paperwork.
Monitor the surgery 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 advice 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.
Person Specification
Qualifications Essential
Good level of education including competent levels of numeracy and literacy
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.
Personal Attributes Essential
Willingness to learn and adapt to change Highly customer focused Understanding and approachable Strives for excellence. Honest and fair. Leads by example. Positive can do attitude.
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
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 Invicta Health CIC
Address Birchington Medical Centre
Minnis Road
Birchington
Kent
CT7 9HQ
United Kingdom
Employer's website https://invictahealth.co.uk/ (Opens in a new tab)