Receptionist @ Clee Medical Centre

Job summary

This is not a basic receptionist role - you will be doing more than greeting people and advising they are here. The role is fast paced and can be challenging. It requires a person who has an good eye for detail, can be empathetic, firm but fair. The majority of the work is in a small call centre or front desk of the respective practice. You will be trained in the practice protocols which you will be required to adhere to when answering the incoming messages, calls and visits. The candidate will be working across various sites on a rota basis so transport would be adventagous but not essential. The current team have a good repore so we are looking for a character who will fit in well and be as valued as the current staff are.

Main duties of the job

Answering calls and message requests from patients, carers and outside agencies - arranging appointments, tests and ongoing care with services outside of the practice and responding with the correct information in a timely and professional manner. This role requires team work as well as initiative to problem solve on the go. Liasing and relaying information accurately between GP's, clinical teams and the general public is a must. A background of customer service would be an advantage but common sense and politeness are essential.

About us

We are a large and ever expanding practice with six partners, and four part time salaried Gp's. We are a training practice for GP's and students of nursing. There is a team of managers and supervisors offering support to the team as a whole. The practice staff numbers are over sixty five across four sites. Many of the staff have been here over five years and the longest serving ones over twenty five years. We are family, not just colleagues.

Job description

Job responsibilities

PRINCIPAL RESPONSIBLITIES

• To act as first point of contact and representative for the practice either by telephone or face to face. Liaise with all groups including but not exclusive to patients, trade people, pharmacies, clinical staff, outside providers Welcome visitors by greeting them, in person or on the telephone, answering or referring inquiries. Direct visitors by maintaining employee and department directories; giving instructions. Maintain security by following procedures, monitoring logbooks. Booking appointments and signposting patients to the correct services to enable self-care, over the phone and face to face at the reception desk
• Producing the appointment and information letters / leaflets for service users.
• Ensuring the front reception is clean, tidy, and professional in appearance. Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Be aware of personal, practice and patient safety. Use conflict resolution skills as required and know where the panic alarms are and how to respond should on go off.
• Actively running the diary by booking, moving, changing, and arriving patient. Facilitates patient flow by notifying the clinicians of patients' arrival, being aware of delays, and communicating with patients and clinical staff.
• Ensuring any DNA patients are sent a text and followed up, especially children with safeguarding in mind.
• Giving advise on partner services for patients to be able to contact such as pharmacy minor ailments and physio, Push Doctor etc.
• Be able to use the system one application to amend patient information, issue prescriptions, issue online access logins and update records appropriately. Updating patient demographics by collecting the information at each contact. Protect patient confidentiality.
• Add appropriate home visits along with information for clinical team.
• Be able to amend and add information such as BP and smoking statuses to QOF requirements.
• Entering accurate, relevant, concise data/details into the patient record and transferring messages to the appropriate person through nominated pathways i.e., task. Completing returned task requests, and relaying accurate information to nominated people.
• Re-visiting computerised records to ensure accuracy of information entered.
• Use accurx to full potential by sending/ requesting information and dealing with responses succinctly.
• Know how to find pathology and radiology results, respond appropriately to patient or Clinical staff with results.
• Know how to utilise systems (following training) for patients on INR and advise, record and complete appropriately.
• Using NHS Email communication system and ensuring this is checked regularly as this is an inhouse communication method.
• Recording outgoing documents and processing small amounts of cash handling, recording these appropriately.
• Assisting with incoming processing of prescriptions via all medium of receipt (post, electronic, telephone etc) to include booking of monitoring bloods when required, passing to the appropriate team for amending/adding of medication and assisting with the monthly recalls for vulnerable patient prescriptions. Assisting with the printing of repeat prescriptions, ensuring security and compliance to practice policy for collection and safety of prescriptions. All these processes will be overviewed by the GPs for assurance and safety.
• Updating patient records with nominated pharmacy, including out of area holiday requests.
• Liaising with the District Nurses and other clinicians to ensure housebound patients are reviewed. Sending appropriate electronic referrals.
• Upholding the practice policies and guidance on Confidentiality, Health and Safety, Infection control and equality and diversity.
• Completion of mandatory training in a timely manner, ensuring updated at appropriate time periods and attendance on a minimum basis of two staff meetings per annum. (Where off duty this will be reimbursed).
• Receive incoming calls and messages presented via Emma AI assistant which will require you to respond, and allocate as needed to assist the patient. Answering the phone while maintaining a polite, consistent phone manner, on both the appointment line and the general enquiries line and directing calls appropriately. This is a high pressure, fast paced role that requires quick thinking and empathy whist adhering to protocols where a polite manner is needed to reassure the caller, they are being cared for to the best of the practices ability.
• will cover completion of reception task inbox, daily DNA s, seasonal campaigns, Qof recalls, patient reminders for appointments, surveys.
• Registering patients and collating the appropriate documents for this purpose.
• Be able to use remote booking system for services run by the practice at alternative locations.
• Record a pregnancy or death and inform appropriate team.
• Have an all-round understanding of QOF and the required appointments.
• Any other duties as may be delegated.
• The Operations Manager reserves the right to alter or amend this job description in consultation with the post holder.

Person Specification

Qualifications

Essential

• English, Math, c or above
• Computer skills - Excel, word or other packages

Desirable

• System One Expereince
• Customer service background.
• Good command of written and spoken English language.

Experience

Essential

• Data Protection knowledge
• Problem solving skills

Desirable

• Previous expereince in a fast paced public facing role.
• System One expereience

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

Clee Medical Centre

Address

323 Grimsby Road

Cleethorpes

DN35 7XE

United Kingdom

Employer's website

https://www.cleemedicalcentre.nhs.uk/ (Opens in a new tab)