About this role
Job summary
The main purpose of this post is to deal efficiently with enquiries and concerns as the first point of contact, to book patient appointments in person, on the telephone and via email in a helpful and professional manner, and to deal with any administrative duties which are required.
Applicants must possess excellent communication and people skills, have an ability to use own judgement, resourcefulness, common sense and local knowledge to respond to patients enquiries and requests. Have an understanding, acceptance and adherence to the need for strict confidentiality.
Main duties of the job
To respond to all queries and requests for assistance in a calm, efficient and helpful manner; To clearly explain the surgery's appointment system to patients, making them aware of any adjustments in usual procedures, and to book appointments for patients, noting your initials and clearly stating the reason for their attendance in certain instances; To answer all incoming calls on all telephone lines and assist accordingly. To take accurate messages, ensuring that all details (including the name, message, initials and current telephone number) is recorded. To explain registration procedures to new and temporary patients. To ensure that all forms for collection are filled immediately to enable quick and effective collection. To correctly scan and attach all correspondence to patient records via DOCMAN or Emis Web. To ensure that all referrals are sent via e-RS or email on a daily basis, and to upload e-consults correctly and in a timely manner. To cancel or rebook any patients appointments when necessary; To chase hospitals for referrals, results or appointments. Any other delegated administrative duties considered appropriate to the post.
The duties above may change in the light of development within the practice and are, therefore, subject to review.
About us
We offer a supportive and friendly working atmosphere where teamwork, communication, and mutual respect are central to our daily operations.
While we value a warm and approachable culture, we also maintain a high level of professionalism at all times. Team members are expected to uphold the practices standards of confidentiality, and patient-centred care.
Joining our team means becoming part of a practice that fosters personal development, professionalism, and a positive working culture.
Job description Job responsibilities
To answer all incoming calls on all telephone lines and assist accordingly.
To take accurate messages, ensuring that all details (including the name, message, initials and current telephone number) is recorded.
To forward any messages to the relevant staff members, either by providing them with the message book where appropriate or by contacting them on their extension; if you are unable to contact them to send them an internal e-mail via EMIS.
To take an accurate record of any requests for home visits and forward to the duty doctor.
To explain registration procedures to new and temporary patients, ensuring that forms are correctly completed, signed and registered on EMIS and that a new patient check is booked in the relevant slot.
Baby Clinic To book appointments in person and to efficiently respond to enquiries. Parents of children under 5 years to be encouraged to produce their red book and ensure that copied information is correctly passed onto the Immunisation Target Administrator for entering onto EMIS.
To ensure that all forms for collection are filled immediately to enable quick and effective collection.
To receive monies for non-NHS fees and to provide receipts.
To manage all aspects of filing, amalgamations and prescriptions.
To correctly scan and attach all correspondence to patient records noting the data protection act, thus ensuring that no patients information is attached to any other patients records.
To ensure that the front desk and notice boards are adequately stocked with practice leaflets, forms and/or posters.
To ensure information regarding cancellations or problems/urgent matters not resolved is always relayed to all relevant practice members.
To ensure that all Practice Notes (Tasks) sent via EMIS or Docman are completed withing a timely manner.
To ensure that all referrals are sent via e-RS or email on a daily basis.
To upload any e-consults correctly and in a timely manner.
To cancel or rebook any patients appointments when necessary.
To book transport for patients when necessary.
To prepare any HA courier bags for collection and to unload delivered bags.
To chase hospitals for referrals, results or appointments.
Lock all doors within the practice and the main doors to the health centre when applicable.
To make drinks for doctors or guests as requested, and to wash up cups; also, to keep waiting area tidy.
To order stationary as required.
Any other delegated administrative duties considered appropriate to the post.
The duties above may change in the light of development within the practice and are, therefore, subject to review.
Person Specification
Qualifications Essential
GCSE
Desirable
GCSE
Experience Essential
GCSE English or equivalent Proficient in reading and writing English Good interpersonal skills Good telephone manner Ability to maintain complete and accurate record systems. A willingness to work in a co-operative and flexible manner Ability to work as a team or on own initiative Ability to cope with change Reliable Flexible Good time keeper Friendly/approachable Willingness to undertake training Able to cope under pressure.
Desirable
Previous medical receptionist experience. Previous customer service experience. Experience using systems such as EMIS, DOCMAN, or similar healthcare IT platforms. Knowledge of GDPR and the importance of safeguarding patient information.
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 Highbury Grange Medical Practice
Address 1-5 Highbury Grange
London
N5 2QB
Employer's website https://www.highburygrangemedicalpractice.co.uk/ (Opens in a new tab)