About this role
Job summary
We are looking for an enthusiastic person to join our friendly team at a busy medical practice.
Candidates should be flexible, committed to deliviering a pleasant patient experience and have good IT skills.
The Practice offers extended access sessions and the successful applicant will be required to cover the front desk on occasion up to 8pm in the evening or occasionally at weekends with prior arrangement.
Main duties of the job
Answering telephones promptly and pleasantly in a call centre-style environment Booking appointments and maintaining accurate diaries for a large service Front desk duties, presenting a frendly and professional service to patientsAdminstrative teasks to support the clinical team
About us
We are located in new (November 2012), purpose built premises in North Shrewsbury and have a list size of 17,000. We are both a training and a teaching practice and pride ourselves on delivering excellent patient care. We have a stable and enthusiastic management and support team.
GMS practice
17,000 patients
High QOF achiever
EMIS Web & Docman
Training and Teaching Practice
Superb facilities
Great location close to by-pass
For an informal discussion please contact our Patient Services Manager, Kate Pritchard on 01743 281950 or [email protected]
Job description Job responsibilities
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide 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.
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the Practice reception 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 Patient Services Manager/Practice Manager, dependent on current and evolving Practice workload and staffing levels:
Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice. Deal with all general enquiries, explain procedures and make new and follow-up appointments. 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. Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits onto the home visit screen, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Action repeat prescription requests in accordance with Practice protocol and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Enter patient information on to the computer as required. Patient notes and correspondence: o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
o Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
o Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.
Fax or photocopy any documentation as required. Make and serve refreshments, ensure the kitchen is kept clean and tidy. Tidy the waiting room in turn with other staff, ensuring notice-boards and leaflet dispensers are tidy and free from clutter and obstruction. Premises: o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated if cleaners are not on the premises
Ensure that all new patients are registered onto the computer system promptly and accurately. Ensure that all new records are received and sorted accurately ready for summarising. Accurately process patients change of address computer and paper medical records. Ensure that new babies and mothers are called for necessary appointments in line with Practice protocol. To deal with all tasks received, whether patient related or not, in a timely and accurate manner. Open and distribute any incoming mail inline with Practice protocols. Ordering, re-ordering and monitoring of stationary and other supplies. Undertake any other additional duties appropriate to the post as requested by the Partners, the Practice Manager or the Patient Services 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 and free from hazards Actively reporting of 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 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 recognizes 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 which 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, 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 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 recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members Communicate effectively with patients and carers Recognize 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 audit where appropriate
Person Specification
Qualifications Essential
A minimum of 4 GCSE or equivalent qualifications including Maths and English at Grade C or above
Desirable
Reception or Customer Service Qualification
Experience Desirable
Previous experience in a receptionist role Previous experience in a medical practice
Knowledge and Skills Essential
Excellent communication skills in writing and orally Ability to work under pressure while maintaining a positive professional attitude Ability to work as part of a team Ability to organise and prioritise workload Accurate even when working on a variety of tasks in a fast paced environment Competent using computers and basic software packages e.g Word, Excel
Desirable
Knowledge of EMIS Web software
Qualities & Attributes Essential
Must be well organised Must be well presented Must be polite with an excellent telephone manner Flexible and willing to contribute to the success of the team Reliable and Punctual Can do attitude and positive manner Must be available to work shifts between 8 am and 6.30pm with availability for extended access shifts including evening and weekends (by prior arrangement)
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 Severn Fields Medical Practice
Address Sundorne Road
Harlescott
Shrewsbury
Shropshire
SY1 4RQ
United Kingdom
Employer's website https://www.severnfieldsmedicalpractice.co.uk/ (Opens in a new tab)